Foxygold Casino - Player's withdrawal is delayed due to account review.

Dear Casino Guru,

I would like to bring to your attention and hopefully your assistance with Foxy Gold not completing verification in order to make a withdraw.

On the 14th March i made a deposit of 200€ via crypto and received a 300€ bonus on Foxy Gold. I was happy to win 2505€.

I made a small withdraw of 500€ on my account and then verified my account by completing a live selfie.

Since then i am being told that my account is under review and cannot make any new withdrawals on my account. That part is locked however on the 24th March i did receive a link from them to complete the verification again but to include address proof which i did. On the 27th same link again sent via email. Completed again. I have verified my account 3 times and still nothing. I cannot withdraw. Below is all the casino tell me.

Hello,

Thank you for contacting us and I hope this email finds you well. 

I would like to confirm that your case was sent out for review to the relevant department. 

We are currently awaiting confirmation on this by the relevant department and it is for this reason that I kindly ask you to bear with us a while longer while this is reviewed accordingly. 

As soon as we have an update on the matter we will get back in contact with you through email to your email address registered to your player account.

Should you have further questions, do not hesitate to contact us again!

Thank you for your patience and cooperation!

Best regards,

Estelle, 

Customer Support

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.

Dear FranFreda,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.

To help us investigate and expedite the process, could you please provide the following details:

• Which documents have you already submitted, and when did you send the most recent one?
• Have you provided all the required documents in the correct format?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina