FgFox Casino - Player's funds have been confiscated without explanation.

Dear Casino GURU.

I am submitting this complaint against FgFox Casino due to the unjustified disappearance of my funds and the complete lack of response from the casino.

Last year, I accumulated a balance of 1721 EUR, which I requested to withdraw following the casino’s procedures. After that, I was informed that I needed to complete a video verification process. Due to personal reasons, I was unable to complete it at that time.

A few days ago, I decided to resume the process and requested the reactivation of my account, also expressing my willingness to complete the verification. However, the casino informed me that the video verification was no longer required and proceeded to reactivate my account.

After logging in, I discovered that my entire balance had disappeared, without any prior notification, explanation, or reference to any violation of the terms and conditions.

Since then, I have tried to contact the casino multiple times:

• Via email, but I have received no response at all.
• Through live chat, which is inefficient or not working at all in many cases.

To this day, the casino has provided no explanation regarding the missing funds, which I consider a serious issue and a violation of basic principles of transparency and fair treatment.

I would like to emphasize that:

• I have not violated any terms or conditions.
• I have not received any notification of wrongdoing.
• There is no justification for removing my balance.

Therefore, I kindly request Casino GURU to intervene and ask the casino to:

1. Provide a clear explanation of what happened to the 1721 EUR balance.
2. Return the funds if they cannot legally justify their removal.

I consider this situation to be a case of unjustified fund confiscation or possible misappropriation, worsened by the casino’s complete lack of communication.

Thank you for your assistance in resolving this matter.

Regards

[Redacted]

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise on the timeline of the events? When did you gain the winnings of €1721? Was the video verification requested right after?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello dear Attila,

Thank you for your response and for looking into my case.

Here is the timeline of the events:

• The last deposit was made on May 20th, 2025.
• The winnings totaling €1721 were achieved on May 22nd, 2025.
• On the same day, May 22nd, 2025, I submitted the withdrawal request.
• Later, on May 29th, 2025, the casino requested a video verification.

At that time, I was unable to complete the verification due to personal reasons. However, a few days ago, I requested the reactivation of my account and expressed my willingness to complete the video verification. At that point, I was informed by the casino that this verification was no longer required, and my account was reactivated.

After logging in, I discovered that my entire balance had disappeared. Since then, I have been trying to get assistance via email and other channels, but I have not received any response at all.

Regarding my gameplay:

• I only played slot games. I did not engage in live casino or sports betting.
• The winnings were obtained using a bonus, but the bonus was fully wagered and completed before I requested the withdrawal, meaning the funds were legitimate and withdrawable.

Finally, I confirm that I have email communications and evidence supporting all the information provided, including my interactions with the casino.

Please let me know if you need any additional information. Thank you for your assistance in resolving this case.

Best regards,

[Redacted]

Thank you for your response. We’re sorry, but we are unable to assist you with your request. Due to the amount of time that has passed since the incident you described—more than six months ago—we are no longer able to investigate the matter effectively. Our policy does not allow us to pursue cases that are considered "cold cases," as collecting evidence and reconstructing an accurate timeline becomes too difficult after such a period. 

Thank you for your understanding, I am sorry we could not be of more help on this occasion.

Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Attila