The player from the United States had requested a withdrawal of €403.09, but the casino voided his entire balance, alleging he had breached bonus terms by betting above the €5 maximum while a bonus was active. The casino confiscated his full balance and refused further discussion. The complaint was reviewed by the Complaints Team, who confirmed that the maximum bet rule was an industry standard and that casinos were entitled to seize winnings if this rule was broken. The player did not respond to requests for additional information or evidence, which led to the complaint being closed without resolution.
Foxygold Casino - Player's winnings have been confiscated.
Closed
Our verdict
Player stopped responding
Amount: €403
Foxygold Casino
Safety Index:Very lowCase summary
Discussion
Public
Public
2 months ago
On 29/12/2025, I requested a withdrawal of €403.09. The casino later voided my entire balance, claiming that I breached bonus terms by placing bets above the €5 maximum while a bonus was active.
The casino states that several bets of €10 were placed and therefore confiscated the full balance, refusing further discussion.
Public
Public
2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
2 months ago
Dear Juicylemons,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the Bonus Terms and Conditions, and I found this:
4.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 veronika.f@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,
Veronika
Public
Public
2 months ago
Dear Juicylemons,
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.
Public
Public
2 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
