FgFox Casino - Player's account closure request has been ignored.

I would like to file a complaint regarding my experience with FGFOX.

The main issue is that I repeatedly contacted FGFOX and clearly stated that I wanted to close my account because I was experiencing gambling problems. Despite my requests, the casino did not proceed with closing my account and instead repeatedly encouraged me to continue playing on the platform.

I have evidence of multiple email conversations showing that I expressed concerns about my gambling behaviour and requested account closure, while FGFOX attempted to convince me to remain active. After these interactions, I continued depositing and suffered significant financial losses.

I believe the casino failed to act responsibly when a customer explicitly requested account closure due to gambling-related issues. I have all relevant email correspondence and evidence available and would like Casino Guru to investigate this matter and help me find a fair resolution.

The amount provided is a rough estimate of the money lost. I have more pictures of contact with FGFOX support regarding the issue, but there is a limit to the amount of screenshots I can upload. Furthermore I have the necessary bank statements regarding all deposits.

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with FgFox Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any responses from the casino via email regarding your self-exclusion requests?
• If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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,

Attila

Hi Attila,

thank you for your swift response. I will send you all the necessary documentation later today via email. This contains emails regarding closure of my account (including responses from FGFox trying to convince me not to).

Unfortunately the deposit history as shown on the fgfox does not show full deposit history. I will send you the necessary bank statements later if necessary. I would like to see possibilities for a full refund. i am KYS verified.

A quick update. I have send the following email to FGFox:

Dear FGFox Support,

I am writing to formally complain about your failure to close my account despite my repeated requests over the past two weeks.

On multiple occasions, I clearly informed your support team that I wanted my account to be permanently closed. Instead of complying with my request, your representatives repeatedly attempted to persuade me to keep my account open and continue using your platform.

As a direct result of your refusal to process my account closure request, I was able to continue depositing funds and suffered substantial financial losses that could and should have been prevented.

I consider your actions to be highly irresponsible and unacceptable. Once a customer explicitly requests account closure—particularly in the context of gambling—such a request should be carried out immediately. Encouraging a customer to continue gambling after such a request is contrary to the standards of responsible gambling and may constitute a breach of your legal obligations.

I therefore request the following:

A full review of my case.

Reimbursement of all deposits and losses incurred after my initial request to close my account.

Written confirmation that my account has been permanently closed with immediate effect.

If this matter is not resolved promptly and satisfactorily, I will have no alternative but to pursue all available legal remedies. This includes seeking legal advice, reporting this matter to the relevant regulatory authorities, and taking further action to recover my losses.

I sincerely hope we can resolve this matter amicably and without the need for legal proceedings.

now, without a reply to the email above, they have blocked my account. I would appreciate your guidance in the payback of my deposits.

Hello,

I hope to hear from you soon. This matter is very important to me

i have responded the following regarding my email to FGfox:

Dear FGFOX Support,

I am writing to follow up on my previous formal complaint.

Since sending my initial complaint, I have carefully reviewed all correspondence between your support team and myself. The email exchanges clearly show that, from 10 June onwards, I repeatedly informed you that gambling was causing me serious mental distress and that I wanted my account to be permanently closed. Despite these clear requests, your representatives repeatedly persuaded me to keep my account open and continue using your platform instead of taking the responsible action of closing my account.

I have retained all emails and supporting documentation and am fully prepared to provide them as evidence.

As you have failed to resolve this matter, I have now submitted a formal complaint to Casino Guru, including the relevant documentation. I am also exploring further avenues to recover my losses.

I hold FGFOX responsible for failing to act on my repeated requests for account closure. Had my account been closed when I first requested it on 10 June, the subsequent deposits and losses would not have occurred.

Therefore, I once again demand a full refund of all deposits and losses incurred from 10 June onwards.

I invite you to resolve this matter amicably before further action becomes necessary. I look forward to your prompt response.

Thank you very much for the provided evidence. Could you please confirm whether you currently still have access to your account? If not, when exactly did the casino proceed with the closure of your account?

Further, could you please forward the bank statement confirming the relevant deposits as well?

Thank you for your patience and cooperation.

Hello Attila,

thank you for your response. The second I mentioned that I will be making a complaint through Casino Guru, they closed my account. This was the 30th of July.

also, do you need all bank statements? This may take a while, given that since june 10th I made over 60+ deposits.

ofcourse if necessary I will send you all statements via email.

Looking forward to your reply.

Will this be enough or do you need each individual statement?

Thank you in advance.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Attila,

i truly appreciate the commitment and acknowledgment from your side.

@martin thank you for taking over and assisting me in this matter to hopefully come to an agreement with the casino.

please let me know if you need additional information from my side.

looking forward to hearing from you.

best,

Jort

Hello Boer123,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would also like to invite the FgFox Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the user's account kept open despite continuous requests?

Additionally, please provide us with the player's full transaction history from 10th of June until 30th of July.

Thank you in advance for providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please also send it to martin.l@casino.guru

Dear Martin, thank you for taking over my case from Attila.

I hope FGFox Casino and I will come to an agreement in this matter.

Since there is no response yet from the casino, what will be protocol if they will not respond in time?

Dear FGFox Casino

I am looking forward to your view on this matter. Thank you in advance.

Dear Boer123,

thank you for your message. In cases when a casino decides not to respond in complaint, we are forced to close it as unresolved, deducting points from its safety index.

Nevertheless, such talks may be slightly premature I believe - I will continue trying to get in touch with the casino via alternative channels as well.

Dear Martin,

Ofcourse. It was not intended to apply pressure, it was just out of curiosity🙂.

Have a nice evening!

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.

Thank you for extending the timer Martin.

you mentioned you are trying to get in touch with the casino through different channels.

can you tell me what channels these may be?

Thank you again for assisting me in this matter.

Also. I am thinking about posting a negative review. I will delete the review if FgFox Casino solves this issue fairly. What are your thoughts on this?

Dear Boer123,

Thank you for your messages. We generally try to contact the casino through the official contact details available to us, including email and other relevant business contacts.

You are, of course, free to publish an honest review of your experience. However, I would not recommend using a negative review as leverage in resolving the complaint. Any review should reflect your genuine experience and may be updated later if the circumstances change.

In the meantime, we will continue trying to obtain the casino’s response through the complaint process. Thank you for your patience.

Dear Martin,

Perhaps you could try contacting them through live chat, if Casino Guru has an FGFox Casino account.

I am afraid that the casino is deliberately ignoring me. I have not received any response to my emails for the past couple of weeks.

I really hope that FGFox Casino will be willing to help me resolve this situation. This has not only caused significant financial stress, but has also placed a considerable mental and emotional burden on me.

Coming to some sort of agreement with the casino would mean a lot to me and would hopefully allow me to put this situation behind me.

Thank you again for your help and support with this matter.

Kind regards,

J

Hi Martin,

I have had contact with the casino through their live chat. To give you an example of how poor their communication with customers is, I have attached some screenshots.

It is always the same response: another department is supposedly responsible for the matter, and the live chat support claims they cannot help me.

This has been extremely frustrating, especially considering that I have already contacted them multiple times and have still not received a proper response or resolution.

Kind regards,

J

Dear Boer123,

thank you for keeping us updated. Unfortunately, we have still not received any kind of response from the casino.

Nevertheless, we will wait for the remaining two days - in case we still do not receive a response, we will have no choice but to close the complaint accordingly.

Thank you for your message Martin. How high is the deduction in rating going to be?

as is clear now, the casino fails to provide responsibility, uses vulnerable players and encourages them to keep playing, and have customer service that is no help.

I truly appreciate your help and effort in this matter. Lets hope the casino will respond in time.

J

Dear Martin,

unfortunately I think the casino is not going to respond. I hope this accurately gave Casino Guru insights into how this casino operates, and will affect their rating significantly. I made a complaint out if this situation, just imagine how many players that experience the same scenarios dont.

@fgfox Casino

I have been an active player for years now, losing A LOT of money to your website over time. Unfortunately you do not take responsibility if you are in the wrong.

It is what it is, I just hope no other players will make the same mistake of playing at FgFox Casino. Rest assured that I will try to warn players through leaving complaints, as well as on social media (through IG accounts that post gambling videos that friends of mine run). I see no other option than to warn other individuals so that they do not experience the same financial and emotional stress as I did.

Thank you for all your effort @Martin and colleagues. Best to you!

Dear Boer123,

I am sorry to confirm that, despite our repeated attempts to contact FgFox Casino, we have received no response. The casino was given two full response periods but did not provide the requested transaction history or any explanation for why your account remained open despite your repeated gambling-related closure requests.

Without the casino’s cooperation, we cannot establish the complete transaction history or pursue a refund through mediation. I am therefore forced to close the complaint as unresolved. This outcome will negatively affect the casino’s rating. The casino may request that the complaint be reopened at any time if it decides to address the matter properly.

Given what you have shared, I would also strongly recommend considering BetBlocker, a free tool provided by a UK-registered charity. It can anonymously block access to thousands of gambling websites across multiple devices, either completely or during selected vulnerable periods. Setup is quick, it supports multiple languages, and it works quietly in the background. You can also find further information through our Global Self-Exclusion Initiative.

Please note that BetBlocker may also block gambling-information websites, including Casino Guru. If you still need access to this complaint or our resources, leave the Casino Guru blocking option unchecked during setup.

I am sorry we could not obtain a more satisfactory outcome.

Best regards,

Martin