FgFox Casino - Player faces delays in verification process.

Hallo zusammen,

Sie haben schon nach vielen Dokumenten gefragt welche ich alle zur Verfügung gestellt habe. Nun wollen sie noch einen Google-Call machen, wozu ich auch bereit bin. Allerdings bieten sie als Zeiten nur genau meine Arbeitszeiten an, in welchen ich den Call nicht durchführen kann. Ich habe ihnen bereits mitgeteilt, dass ich den Call am Wochenende immer, und unter der Woche am 18:00 UTC durchführen kann. Sie weigern sich aber, mir einen Termin zu diesen Zeiten zu geben. Somit scheint es nicht möglich meinen Account zu verifizieren. Bitte um Hilfe!

Dear Themaninblack,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To better understand the situation and assist you effectively, could you please provide more details by answering the following questions?

• Have you communicated your available times clearly to the casino, and if so, how did they respond?
• Could you please forward me the communication between you and the casino regarding the verification call at [email protected]?
• When was the last time you communicated with the casino regarding this issue?

I hope we will be able to help you resolve this problem as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hallo Veronika,

ich habe es geschafft, den Call in meine Mittagspause zu quetschen. Mein Accoumt ist wieder freigegeben und ich warte nur novh auf die Auszahlung.

I'm glad to hear that. Please let me know once you receive your winnings.

Ich warte immer noch auf die Auszahlung

Thank you for the information. Please bear in mind that, in general, we advise players to wait up to 14 days for their withdrawal requests to be processed and paid out.

Such delays may be caused by a high volume of withdrawal requests, gameplay verification, or issues related to the payment provider. If you do not receive your winnings by 15 May, please let us know, and we will proceed with the investigation.

Dear Themaninblack,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru

We’ve reopened this complaint at the request of Themaninblack. The player confirmed via email that he received all his withdrawal requests.

Dear Themaninblack,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru