FoxyPlay Casino - El jugador tiene problemas con un requisito de apuesta excesivo.

I received 100% bonus deposits + 50 spins. I deposited 222$ and I received 222$ total 444$ and the wagering is 35x. After playing slots I check the bonus progress and I saw 22518.20$ remaining to wager🧐. I chatted with them and they said that will transfer the case to tech department. Now passed more than 24 hrs and I haven’t received any reply.

Dear Alprince2001,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue.

Could you please send me the screenshots of the conversation between you and the casino regarding this problem? Kindly bear in mind that the investigation by the tech department may take longer than 24 hours. You may post the files here, or forward them to my email address: veronika.l@casino.guru.

Could you please specify how much money have you already wagered?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I have sent you 2 emails including all conversations with foxyplay casino.

thank you

I requested to close my account permanently twice and still my account is active.

I requested my account to be closed permanently due to gambling issues on 27 October. See picture

and it was opened again and I deposited 1116.60$ CAD on 29 October

i want my deposits to be refunded please.

Thank you, Alprince2001, for your emails. Have you finished the wagering of your bonus?

Do I understand correctly that your account was closed on October 27, but it was re-opened just two days later? Have you asked the casino to re-open the account for you? Could you please forward the email with the reopen request to veronika.l@casino.guru?

I didn’t ask to reopen

My transaction after 27 of October

and see the live chat picture they don’t answer why my account was reopened and they ignore my request to close it. They don’t reply.

I’m requesting you kindly to look into this matter as it is serious with this casino.

my account still active after they have reopened it on the 29th and they are ignoring my request and the serious of it.

Dear Veronica

total loss of 2413.90$ CAD from 29th October to 1st November after they opened my account again.

and today they closed my account again

I really appreciate your support my dear.🙏

Could you please explain how you found out that your account was reopened on October 29? Were you able to log in normally, or did you have to write customer support to open the account for you? Please let me know.

No i didn’t ask to reopen. I just logged in and it was open.

Could you please specify if you were able to access your account from 27 to 29 October?

I can’t really remember but I started gambling again and depositing on 29th.

Thank you very much, Alprince2001, for providing all the necessary information. I will change the disputed amount to 2413.90$.

I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you Veronica🌹🙏

Dear Alprince2001,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

The player requested to close his account on the 27th on Friday night, our chat support forwarded his request to our compliance department since they are not allowed to activate or deactivate accounts.

During the weekend our compliance department is not at the office.

During the weekend the player came back to live chat and kept asking for bonuses and for a VIP account manager.

Our compliance department closed his account first thing after the player confirmed he decided to close his account through his VIP manager.  

Best regards,

Foxyplay Casino 

Dear Alprince2001,

I can only confirm the casino statement. According to the information provided, your account was closed on October 31st (Tuesday). At Casino.Guru, we believe that such accounts should be closed as soon as possible, and we consider 3 business days to be an acceptable period for account closure. I am very sorry, but in your case, it is less than 3 days; therefore, I believe you are not entitled to receive the refund. Unfortunately, I am forced to reject your case.

An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru