The player from the United Kingdom had attempted to withdraw £500 requested on August 29th but faced two months of unsuccessful communication with the casino. Despite the promptness of their initial deposit, the withdrawal remained unprocessed. The Complaints Team had made multiple attempts to engage with the casino for clarification on the withdrawal but had been met with no response. As the casino operated without a valid license, the complaint was marked as 'unresolved,' and the player was advised that the decrease in the casino's rating due to unresolved complaints might prompt a change in their approach.
Betfoxx Casino - Player’s withdrawal has been delayed.
Black points: 370
Amount: £500
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.
1.2
Betfoxx Casino has a Safety Index of 1.2, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
22 hours ago
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3 weeks ago
Made a withdrawal of £500 on 29th Aug.after numerous attempts on chat and email, I just get nowhere. £500 is a lit of money to me. They was quick enough to take my money off me
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3 weeks ago
Dear leenewcombe82,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betfoxx Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you made any successful withdrawals from the casino in the past?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with the help of a bonus?
Thank you very much in advance for your reply.
Best regards,
Tomas
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3 weeks ago
Hi, no previous withdrawels
Passed all the security and I'd process
Winning was won through my deposit, no bonuses
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2 weeks ago
Thank you very much, leenewcombe82, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Betfoxx Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.
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2 weeks ago
Hello leenewcombe82,
My name is Romi and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.
Dear Betfoxx Casino,
Could you possibly provide additional information regarding the withdrawal and clarify the situation?
Thank you in advance.
Respectfully,
Romi
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1 week 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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22 hours ago
Dear leenewcombe82,
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,
Romi
