HomeComplaintsBetfoxx Casino - Player’s account access is blocked.

Betfoxx Casino - Player’s account access is blocked.

Amount: €150

Betfoxx Casino
Safety Index:Very low
Submitted: 19 Aug 2024 | Case closed : 05 Sep 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 months ago

The player from Germany had registered at an online casino, winning €157.00. The following day, she found her account inaccessible. She managed to register again with the same details but continued to struggle with support regarding her issue. The Complaints Team had attempted to assist by requesting additional information, but ultimately, the complaint was rejected due to the player's lack of response.

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2 months ago
Translation

Last night, I registered at this casino and claimed a 200 percent bonus on my deposit, which I never received after making my deposit. Since there was no one available in the chat, I tried to win something without the bonus, which luckily worked out for a while. When I reached €157.00, I logged out as usual, and since then, I haven't been able to access my account. In short, it appears to no longer exist, along with my winnings. (I can provide evidence of the deposit history, etc.) Today, I was able to register again using the same details and successfully logged in. I contacted the chat support and explained my problem, which wasn't easy.

However, I feel like I'm fighting a losing battle. I don't want to let this go, which is why I'm reaching out to you...

Automatic translation:
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2 months ago

Dear snubbi1980,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betfoxx Casino.

Please understand opening multiple accounts in the casino is almost universally prohibited. I would advise against depositing to your newly created account until the consequences regarding your winnings are clarified.

Please allow me to ask you a few questions, so I can better understand the situation. 

  • Were you informed about why your original account was blocked?
  • What games did you play to accumulate your winnings? (slots, live games, betting on sports) 
  • Could you please share your communication with the casino or any supporting evidence? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas


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2 months ago

Dear snubbi1980,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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2 months ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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