Foggybet Casino - Player's winnings have been confiscated.

Foggybet has stolen all my winnings from a casino reload bonus.

My history with Foggybet is that I played their welcome bonus two years ago, winning about 700€, and had not played there on any other occasion. Recently I received an email from them about a 100% up to 500€ casino reload bonus, which I activated with a 200€ deposit. This resulted in a 400€ bonus balance with a 6000€ wagering requirement. I cleared that by making exactly 2000 bets of 3€ in Toki Time slot. The allowed bet sizes for the bonus were 0.5€ - 5€, and Toki Time is a perfectly normal slot that is not prohibited in their bonus T&C. After the wagering, my balance was 1534.3€. I made a withdrawal for the maximum withdrawal amount of 1000€, leaving the remaining 534.3€ untouched. That is literally all I did. I have not played or done anything else and I'm not hiding anything.

The next day they sent me an email saying they have cancelled the withdrawal and removed all the winnings from my account, leaving me with just the 200€ deposit, on grounds of breaching their T&C clause 12.10:

12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if: i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN") ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company.

It is very clear that I'm not in breach of it.

- I did not use a VPN or anything similar (and I have nothing to disguise; I'm a Finnish citizen living in Finland, was in Finland during the entire process of playing the bonus, and nobody else in my household, the same home address or the same internet network has or has had a Foggybet account)

- I have provided the documents they asked for two years ago after the welcome bonus, and it goes without saying that they were valid documents, not forged ones

- There was no bonus abuse

 - I played only a game that was allowed in the T&C

 - I played only on a betsize that was allowed in the T&C

 - I did not change the bet size or the game at any point in time, so there wasn't any "irregular play" such as lowering the bet size or switching to a low variance game after a win

 - I did not work as a part of any group (not that it would even be possible with slots)

 - I am not involved in any fraudulent activities or groups

 - I did not use any special software assisted methods or techniques or hardware devices. I did use a mobile phone and an internet browser, but it's quite hard to access the site without them

 - As an additional note, I did play two free spin bonuses on their sister casinos Betstro and Yugibet around the same time, on both of which I lost my money. I have also played some bonuses on some of their sister casinos in the past, but we are talking about a couple of bonuses per casino, and none of them this year. All in all, nothing that can justifiably be interpreted as bonus abuse. And even if it could, it definitely can’t justifiably be used as a trap a year later with the mindset: "Instead of banning him let’s wait if he deposits again: either he loses or we can confiscate his winnings on grounds of being a bonus abuser, it’s a win-win". Across all of the sister casinos, they recently sent me about a dozen emails within a couple of days about different promotions, so doing what the emails ask and playing a couple of them does not constitute bonus abuse.

All I did was play a bonus because Foggybet chose to offer and advertise one to me. That was probably a mistake, since I have heard that L.C.S casinos are basically a scam operation whose MGA lisence hasn't for some reason been revoked and who will just make up any excuse to steal your money. Luckily the T&C, regulations and law are on my side, so I think I will get my winnings eventually. Hopefully we can resolve the situation here, since it will just cost all parties more time and resources if I have to make an ADR complaint or even file a lawsuit.

I did answer them that as they well know, I haven't done anything wrong, and I will be taking this forward unless they reverse the decision. That is all the communication I have had with the casino, and they haven't responded to my message.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Foggybet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you, or has it been blocked?
• Have you withdrawn the deposit amount from the casino already?
• Has the casino requested any documents for verification from you since you resumed your activity in this online casino?
• Could you please share with me your communication with the casino regarding the issue as evidence? If the casino responded to your protests, please send me their response as well. Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

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Stay safe.

Hi,

• The account is accessible
• I have not withdrawn the deposit, since I know you are so strict about that that you would possibly just rule this in the casino’s favour if I did. Not that it should matter in this case, since the wagering was already completed and I only had withdrawable cash in my account
• No documents have been requested at this point. They requested all imaginable documents and selfies two years ago when I withdrew the welcome bonus winnings.
• Forwarding the emails. We exchanged a couple of messages after I made the complaint, but nothing useful there. I knew from the beginning that they have just decided to scam my money, so didn’t waste much time trying to explain I haven’t broken any rules. I tried to ask what I’m actually accused of doing (just quoting part of the T&C that covers a variety of things is obviously very vague). As I also already knew, they would not tell me this, because there is no proper reason and so that I couldn’t properly defend myself against whatever excuse of a reason they are planning to give when this in all likelihood progresses into an ADR complaint

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you theTJK for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Foggybet Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

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.

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. 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 might 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. In the meantime, I recommend you contact the Malta Gaming Authority (https://www.mga.org.mt/player-hub/lodge-a-complaint/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter