Betfoxx Casino - Player’s withdrawals blocked and refunds denied.

I need to tell you how dissapointed i feel about the loss of protection on This casino. 

I contact them 24/7 about the transactions is not in support of the Laws and regulation. These card transaction are illegal as it contains a merchant code that bypasses blocks set on cards in relation to gambling transactions.

And as im addicted to gaming this is a way for casinos to take adventage of vulnerable players, cuse the card is blocked from gaming but when the data get manipulated the blocks dont work, as the transactions is send to non existing companies and mcc code is bought of food. 

The real merchant gets hide by the fake companies who recive money on behalf of the casino. 

(Transaction laundery) 

As they have take adventage of my gaming addiction by using this methods, i ask for refund. 

 It was impossible to reach chat support, and 5 days after i told them this, no one has still respond or cared about the addiction. 

This have made me loss 2037 euro the days after they received this info and i should be blocked/protected. 

I had 900 euro left om my account, and i ask them for help with withdrawal theese days, cuse there was no methods for withdrawal. 

They keep ignore me, and after this 5 days i finally reach chat support and talk to agent Lina. I ask about help for the withdrawal again. 

She told me that i will get all deposit since my first email refunded. (2037 euro)

I just need to wait for finance team to give me all information about when and the refund. So i need to wait for their email. 

I never recived a email. I talk to lina in chat everyday after this conversation. She told me they have prior my case and the team Will contact me. The last time i spoke to lina was thursday. She told me the team Will contact me this day. On friday, they still not have contact me. 

I connected to chat again and ask about this. This day, chat agents stop respond. They read the messges but ignore respond. I was connected in chat 10 hours without one single respond. 

I still try to reach chat every day, they keep reading and ignore respond. 

My account is blocked from gaming now, i can log in but not play. When they start to ignore me, i cerated a crypto-wallet in order to refund my 900 euro, cuse they have this method avaible for withdrawal. 

When i try to withdrawal i can see they now have changed the limits, Max limit for withdrawal is 500 euro, and minimum is 500 euro. I try to withdrawal 500 euro, but my account is blocked from withdrawal. 

I have email support everyday ask them to unblock my account in order to make me withdrawal the money. 

Two days ago, they respond my email for the first time. And told me they block up my account for transaction so i can withdrawal, but if i do that. They Will no longer proceed the refund on 2037 euro. 

I say i can wait with the withdrawal and see if they refund the money. 

Then they stop respond again, yesterday i realise i Will not get refund, they just lie to me. 

So i try withdrawal again but its still blocked. They lie about that to. 

They dont respond emails about this, and the chat keep read and not reply. 

I Also can see they have erase the name of company who own the casino from the webiste (Coco-loco holdings) they have changed the terms & conditions and also, they have erase the licens logotype from the casino. 

probably was that logotype false from the beginning. 

I need help, to reach this company and get my money. 

Cuse now, i dont get the refund they promise me, and i cant get the money withdrawal who is at the account now. 900 euro. 

Dear Tiar001,

Thank you very much for submitting your complaint. I’m sorry to hear about the problems you’ve been experiencing with the online casino.

To assist you better and work towards resolving this issue, could you please provide some additional details?

• Can you specify the exact dates when you attempted to contact the casino support and when you last spoke with the agent Lina?
• Have you received any written confirmation or reference number regarding the promised refund of €2,037 from the casino?
• When you attempted to withdraw €500 using the crypto-wallet, did you receive any error messages or specific reasons for the blocked withdrawal?
• Could you forward any email communications or screenshots of your chats with the casino support to petronela.k@casino.guru?

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,

Petronela

Did you not recived the email i send to you with the details? I send it to you 5/8.

They send an email to me on tuesday 6/8

"Dear T***, 

As we have indicated to you previously. Your refund has already been requested with the processor, I understand your frustration but it is not up to us. They have your case and as soon as your refund is processed or there is an update we will inform you. 

Please note that processors can take up to 30 days to process such requests. "

i reply them

"Can you send me a proof that refund has Been send to processor?"

betfoxx reply:

"This information is internal to us, we are unable to send any information to the customer. Rest assured we are handling this to the best of our ability and will get back to you when it is complete. It is no longer up to us, we are waiting for the processor's response to give you a final answer."

i reply:

"yes but when did you sent it? 30 days from when? What date?"

this is the last email, on tuesday. I have not recived reapons on that question or refund.

Hi Tiar001,

I understand that the refund has been delayed and you don't recall the exact date it was requested. However, an approximate date would be helpful, as refunds can sometimes take longer to process than regular withdrawals, potentially up to 30 days.

Thank you.

Jag vet vilket datum jag pratade med dom. Jag vet inte när dom har skickat det eftersom dom inte kan bekräfta datum. Jag är orolig att dom lurar mig

Thank you very much, Tiar001, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you Tiar001 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Betfoxx Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their refund.

Thank you!

Hi again.

They have send me an email yesterday. Its from foxxpartners.

"Hey there!

Thank you for reaching out to us. Got your message from casino guru. We understand your frustration and concern regarding the recent issues you’ve encountered with your account and the transactions you described.

After carefully reviewing your case, we regret to inform you that your account has been closed. This decision was made in accordance with our Terms and Conditions, particularly our right of admission and our policies against fraudulent betting activities.

Please be assured that we take such matters very seriously, and we have conducted a thorough investigation before reaching this conclusion. Our actions are guided by the need to ensure a fair and secure environment for all our players.

We understand that this is not the outcome you were hoping for, and we sincerely apologize for any inconvenience this may have caused. Should you have any further questions or need clarification, please feel free to contact our support team.

Thank you for your understanding.

Best regards,

Maverick"

I dont know what they mean with "our right of admission and our policies against fraudulent betting activities".

But my account is still opend, but not for withdrawal as erlier.

I also reply them and ask about the refund process, cuse it have been more than 20 days now. But they have not respond.

The casino send this the 8/6. Since that i have not heard any more or recive any respond on the process.

Until now when foxxpartner send this email.

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.

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,

Peter