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.
Betfoxx Casino - Player’s account access is blocked.
Amount: €150
Betfoxx Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
1.5
Betfoxx Casino has a Safety Index of 1.5, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
Public
Public
4 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:
Public
Public
4 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
