The player from Germany had requested the casino to set limits on their account due to a gambling addiction but was ignored. Despite repeated confirmations, no limits were set, leading them to continue depositing and losing money. The player then demanded a refund of lost funds. The Complaints Team repeatedly attempted to contact the casino but received no response. It was concluded that the casino operated without a valid license and did not refer to any ADR service, leaving no gaming authority to escalate the issue. Consequently, the complaint was marked as unresolved.
Betfoxx Casino - Player's self-exclusion request ignored by casino.
Black points: 860
Amount: €2,000
Betfoxx Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
3 months ago
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4 months ago
Hello xSerious169,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Betfox Casino,
Could you possibly provide additional information regarding the self-exclusion request and clarify the situation?
Thank you in advance.
Respectfully,
Michal
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4 months ago
Translation
Quick addendum: I have now contacted the casino twice again, they just say my request is being processed, but my account is still open and I have not received a refund yet.
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4 months ago
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.
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3 months ago
Dear xSerious169,
Could you give us an update regarding your case? Were there any new developments? I am trying to reach out to the casino outside of this thread. I will let you know with any updates.
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3 months ago
Translation
Live chat told me 2 days ago my account would be blocked 'in the next few minutes'.
But that didn't happen, my account is still open.
I haven't received a refund yet either.
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3 months ago
Dear xSerious169,
Could you comment on the fact that Betfox Casino is only available for players residing in Ghana, and that ghanian telephone number is needed for registration at this casino?
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3 months ago
Translation
Hello, I am not aware of that.
I was able to register from Germany and also provide a German phone number without any problems.
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3 months ago
It seems that the complaint was assigned to a different casino, Betfox, instead of the correct one, Betfoxx. Everything should be fixed now, I apologize for the mistake. I will try to get in touch with the casino.
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3 months ago
Dear xSerious169,
I want to give the casino one more chance to react to this complaint, that's why I am setting another timer.
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3 months ago
I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Michal V, Casino.Guru
