Foxygold Casino - Player’s winnings have been confiscated.

Hello, I would like to file a complaint against FoxyGold Casino that confiscated my winnings without a clear explanation or evidence for this decision.

I played according to the casino's terms and conditions to the best of my knowledge. I participated in a promotion sent to me via email. I did not engage in bonus hunting, never exceeded the maximum allowed bet, and did not use any games excluded from bonus play. I also confirm that I only have one account registered in my name and have never created duplicate accounts.

After requesting a withdrawal, I successfully completed the casino's verification process, including identity verification and selfie verification, and my account was fully verified before this issue occurred. I would like to clarify that this was not my first KYC procedure with the casino, and I had previously completed this process and even received withdrawals in the past. Nevertheless, I fully cooperated and was willing to provide all requested documents again. Once I was informed that my account had been verified, I submitted my withdrawal request.

However, shortly afterward, I checked the transaction history and discovered that my winnings had been voided. I contacted customer support several times requesting clarification, but I only received vague responses and no specific explanation of which rule I had allegedly violated.

I believe this behaviour is unfair and lacks transparency.

I kindly ask you to review my case and assist in mediating this dispute. I have attached screenshots of my transaction history (which also shows previous successful withdrawals) and my correspondence with the casino's support team.

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Hello,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

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