BetFoxx Casino - Player's account has been closed with funds confiscated.

Hello, I need help because I have a problem with my betfoxx account. I have been playing in the casino for several months. Withdrawals were processed within 7 to 10 days. It was normal. It should be noted that the account had already been successfully verified and approved (photos of my ID, etc.) but then on December 18, 2024 I made a withdrawal of 500 and then another of 500 a few days later in the same month.

Since I didn't receive the withdrawal, I contacted betfoxx support who told me that I had to do another verification but that I had already done it. It seemed strange to me but I did it anyway. They asked me for more papers (birth certificate, receipt for some service in your name, selfie photo with your ID, proof that I have a job and receive salary) which I presented and they are real, present:

-my original birth certificate 

-a receipt for my telephone service that is also in my name 

-the photo with my identity document DNI selfie type 

-the same data update receipt from the same bank 

Everything is real, nothing is edited but still on January 15, 2024 they tell me that I committed fraud and therefore they have no other option but to close my account and confiscate my money which is 1240 dollars in total since I tried to withdraw 1000 .but I continued playing with 240 USD, it should be noted that the minimum withdrawal is 500. Also, I don't have multiple accounts, they closed my account out of nowhere.

User ID: 2297405

account name: [hidden by Casino Guru]

I can send more evidence but for now I will send you the answer that that casino gave me

Dear ArrozFrito0,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if all your additional documents have been approved during KYC?

Have you provided the casino with a bank statement serving as proof of ownership showing the deposits you made?

What types of games did you play when you accumulated your most recent winnings?

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

Veronika

Hi .From the message they sent me, the last documents I sent were not approved. They supposedly closed my account for money laundering. Obviously, all the documents I sent are true

The deposits I made were with cryptocurrencies, so what they asked me was some proof that I have a job, that I explain what money I gamble with, and I sent them what the bank sent me, which was an update of my personal data and it provides all my data as well as my salary.

Basically, I just played. Most of the time, I played regular slots or live casinos, but I didn't use any safe play strategies, as I lost money as well

Before we proceed with the investigation, kindly forward me the documents you sent to the casino that have not been approved during KYC at veronika.f@casino.guru. Thank you for your cooperation.

Hello sorry for delay I already sent all my documents to the gmail that you sent me, thank you in advance

Thank you very much, ArrozFrito0, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you ArrozFrito0 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 why the player's account was blocked and winnings confiscated.

Thank you!

Hello good morning, I find it difficult for betfoxx to respond to me since it has a very low index

My question is if they reviewed the documents I sent and basically gave the go-ahead since all the ones I sent are real (if you want I can send more evidence) since as I mentioned before I was a referral with a code from a streamer, I am collecting everything possible to be able to claim something

Thanks in advance

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