BetFoxx Casino - Player's account has been closed.

Won 300k at Betfoxx, after providing my ID card Betfoxx blocked me because some of the details where not matching (between the user profile and my ID card) asked Betfoxx which details where not matching, after that i am not receiving any response from the casino.

I am feeling scammed.

Dear Defshaan,

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. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• Could you please share the communication from the casino with the accusations against you?  Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
• Could you please list which documents you provided to the casino during the verification of your account?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Tomas,

I created the account around 7 september 2024.

My account got blocked in 27 october 2024.

The 26 of october i made a 50 euro deposito, Betfoxx added a bonus to it.

The bonus turned into real money after that it went up to 300K.

So i decided to cash out the balance.

I provided my ID card and my phone invoice.

Which also shows my banknumber which i used to make deposites at Betfoxx.

I only played Blackjack Live (Evolution Live)

I already told Betfoxx i can provide every single detail to complete the KYC, but got no reaction.

I added the messages of Betfoxx, i reacted on the mail but never had a reponse on it.

(i have also screenshots of in game plays, account balance linked to my account id if needed)

Thanks for your patience.

• Is the phone invoice in your name?
• Have you deposited using a payment method in your name, please?

Thanks in advance for your reply.

Hi Tomas,

Yes, the phone invoice is on my name.

Yes, every single deposite i made is on my name.

Thank you very much, Defshaan, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Tomas,

Ok, thank you for your help.

Hello, Defshaan,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Betfoxx Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been closed and winnings confiscated? Why exactly was the verification not possible and what is he supposed to do to complete the KYC and/or withdraw his balance?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

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.

Dear Defshaan,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru