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

Hi,

Yes i have. Id, live selfie and POA. 27th March was the last time it was done.

Thank you very much for your reply, FranFreda. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hello,

I just email you correspondence with the Casino. They do not respond no more.

Dear FranFreda,

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, Lucia (lucia.s@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 FranFreda,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

I have just tried to login onto my casino account to find my account is closed. No explanation emailed to me and non of my emails still no response. I have also just been in chat and they confirmed the following but will not tell me anything else. No reason behind this statement. I fairly won this money and have not breached any terms to my knowledge. They do not pay.

Dear,

Following a thorough review of your account, we regret to inform you that your recent withdrawal has been cancelled, the associated funds have been voided, and your account has been permanently closed.

This action has been taken due to a breach of our Terms and Conditions.

As per our policies, we reserve the right to void winnings, cancel withdrawals, and close accounts where fraudulent behavior or violations of our Terms and Conditions are detected.

Please note that this decision is final.

Dear FranFreda,

Thank you for your patience.

At this time, we have not yet received a response from the casino regarding your case. Please be assured that we are continuing to monitor the situation closely and will inform you immediately should there be any updates.

However, I would like to set realistic expectations. We have received several complaints about this casino, and unfortunately, in similar cases, there has been no response to our inquiries from the Foxygold Casino team. It appears that they have chosen not to engage in communication with us.

Without cooperation from the casino, our ability to move forward with resolving the complaint is unfortunately limited, as all parties involved are required to participate in the process.

Thank you for your understanding. I will keep you informed of any developments.

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 FranFreda,

I’ve made several attempts to reach the casino, but unfortunately, they have not responded. Without their cooperation, there is very little more we can do to progress your case. For this reason, I will have to mark the complaint as unresolved in our system.

I know this isn’t the result you were hoping for, and I’m genuinely sorry we couldn’t achieve a better outcome. Please keep in mind that unresolved complaints impact a casino’s overall rating, which can motivate them to adjust how they handle such issues. If the casino chooses to reply at a later time, we will reopen your complaint immediately and notify you by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Authority by submitting a complaint via the licensing badge located in the footer of the casino’s website. Regulators often have additional tools and authority that may help in situations like this.

For tips on how to file your complaint effectively, you can refer to the article linked. If you need help with the submission or receive an update from the regulator, feel free to contact me anytime at lucia.s@casino.guru

I’m truly sorry we couldn’t reach a more positive resolution.

Best regards,

Lucia S