Foxygold Casino - Player's balance has been confiscated.

Dear,

After playing at many online casinos for 17 years, I finally seemed to have luck on my side. Around September, I created an account at Foxygold and had a profit of nearly €50,000.00 by around December.

On February 20, there was €60,000.00 in my account again; at that time, I could withdraw €20,000.00 per month, so that took time. I believe it was February 20 that my balance went to €127,000.00. I could not withdraw at that moment because I had reached my limit of €20,000.00 per month. After playing for another 2 evenings, my balance stood at €150,000.00.

However, then came the moment my world collapsed; Foxy contacted me via WhatsApp and told me that I had exceeded the maximum amount I could win within 24 hours. They paid out €25,000.00 back then and set my account to €0.00. I still cannot comprehend how unfair this was; I have really lost a lot in 17 years, but that is my own fault. Now that I finally seem to be having luck, this is still like a nightmare to me. I can live with the fact that I was not allowed to win more than €25,000.00 within 24 hours. But I am truly entitled to the €60,000.00 that was still in my account for that win.

I have put a lawyer on the case, but Foxygold is not responding. I sincerely hope that you can help me with this case.

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Dear Willem1975,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you're experiencing with your account at luckypays.io.

To help us better understand your situation and move forward with your case, could you please provide the following details:

• Can you share any correspondence with the support agent who informed you about the win limit?
• Do I understand correctly that the withdrawal of €25,000 was successfully processed?
• Have you activated any bonuses when placing your last real money deposit?

If you have any relevant communication that you haven’t already shared, please forward it to kristina.s@casino.guru.

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,

Kristina

Dear Kristina,

I sent you a email with information.

If you have more questions, please let me no.

Best regards,

Willem.

Dear Willem1975,

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, Michal (michal.k@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,

Kristina

Hello Willem1975,

I'm Michal, and I have taken over your complaint. I have examined this case and fully understand your dissatisfaction and frustration with the casino's action. I will attempt to get in touch with the casino team to see if I can assist you. However, I must inform you that Foxygold Casino has not been particularly cooperative in resolving player complaints with us, and they currently have several unresolved complaints. Additionally, they hold a very low safety index with us, which unfortunately diminishes the likelihood of a favourable outcome for your complaint. We strongly advise steering clear of such a casino if players don't want to encounter unpleasant situations. Nevertheless, I will reach out to them and endeavour to find a way to help resolve the matter if possible.

We would like to invite Foxygold Casino to join the conversation.

Dear Foxygold Casino,

We understand that, in accordance with your rule 8.1.1, the maximum cumulative profit on all Casino Games (excluding progressive jackpot wins) within any rolling 24-hour period is capped at EUR 100,000 for Premium Users, EUR 25,000 for Advanced Users, and EUR 5,000 for Standard Users (or the currency equivalent).

While we acknowledge the existence of this rule, our understanding is that such limitations are intended to apply to winnings generated within the defined timeframe, rather than to funds that have already been credited to the player’s balance from prior gameplay.

In light of this, the application of this rule to previously accumulated winnings raises serious concerns from a fairness and transparency perspective. As it currently stands, the action taken appears difficult to reconcile with the expectation that legitimately obtained funds, once credited, should not be subject to retroactive limitation.

We would therefore greatly appreciate any additional clarification you can provide regarding the reasoning behind this approach, particularly how it aligns with fair and consistent treatment of player balances.

At the same time, we kindly ask you to reconsider the confiscation of the player’s funds, as, based on the information available to us, this measure does not appear to be fair.

If there are any other relevant details or circumstances to this case that cannot be shared publicly, you can provide them directly to me at michal.k@casino.guru for an independent assessment.

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.

Dear Willem1975,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their 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 would normally recommend contacting the Anjouan Gaming Authority and submitting a complaint to them, since the casino operator does seem to have a valid gaming license License Register | Anjouan Gaming

However, their complaint-handling process has recently changed, as outlined on their website in the Third-Party Complaint Policy | Anjouan Gaming

According to their policy, the Authority does not mediate, arbitrate, adjudicate, or otherwise intervene in individual player-operator disputes. However, if a complaint is not resolved by the casino team within 30 days, it may be escalated to an independent Alternative Dispute Resolution (ADR) provider. Participation in ADR is mandatory for all licensed operators, and the operator is required to cover the associated costs (if applicable).

As Foxygold Casino has not engaged within our own dispute resolution process as an ADR mediator, this may constitute a potential breach of licensing conditions. For this reason, it may be appropriate to inform the licensing authority of the situation. You can contact them here: Contact | Anjouan Gaming

They may be able to review the matter further and take any necessary action which could help to potentially resolve your issue. Please do not hesitate to share any feedback or decisions from the authority with me at michal.k@casino.guru. Regrettably, this is where any potential assistance from our end concerning your case concludes.

While we are unable to assist further with this specific case, please do not hesitate to contact us regarding any other casino-related issues in the future, and we will try our best to help where possible.

Kind regards,

Michal

Casino Guru