Foxygold Casino - Player’s winnings are confiscated.

I opened an account with Foxy Gold. Played a few slots and placed a few bets. They sent me an email saying I had free spins to use due to my sign up bonus! I played the free spins and won over €1000. I checked the wagering requirements and made the advised amount in spins and casino to take me over the threshold hold to be able to withdraw my winnings! Then withdrew €900. The site operates an instant withdrawal procedure. But my withdrawal was cancelled ending for 3-4 days so I knew something was us! They have just emailed me saying that because some of my spins etc using the bonus fund were over €5 which was when I was playing roulette. I broke their terms and conditions. So the have cancelled my withdrawal and completely wiped out my funds from my account!!!

Dear dnzv6p76m6,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:

"There is a maximum bet amount per round using Bonus Funds equal to $/€5."

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry-standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is dominika.l@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Dominika

Dear dnzv6p76m6,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.