The player from Austria had won 130,000 euros at Lucky Fox but faced a temporary account blockage, which prevented him from accessing games or making additional withdrawals. He had been concerned about receiving his winnings, despite being fully verified and having successfully made initial withdrawals. Despite efforts from the Complaints Team to engage with the casino for clarification and resolution, no reasonable response was received regarding the delays in processing his withdrawals. The case was closed as unresolved. After a while, an agreement was reached with the casino and the player regarding the disbursal of his winnings. The player was happy with the outcome, leading to the complaint being marked as 'resolved'.
Lucky Fox Casino - Player’s account has been temporarily blocked.
Resolved
Our verdict
Publicity helped
Black points: 1,000
Amount: €113,500
Lucky Fox Casino
Safety Index:Below averageCase summary
Discussion
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10 months ago
Translation
I won a large sum of 130,000 euros at Lucky Fox.
In the first month, I was able to withdraw 10,000 euros.
I was assured that on February 1, 2025, I could withdraw another 5,000 euros.
NOW I WANTED TO PLAY A LITTLE MORE, BUT AS SOON AS I TRIED TO ACCESS A GAME, A WINDOW POPPED UP SAYING "YOUR ACCOUNT HAS BEEN TEMPORARILY BLOCKED."
Of course, now I'm worried that I won't receive my winnings.
I am fully verified, and the initial partial withdrawals went through successfully as well.
Please assist me.
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10 months ago
Hello Porzellanpaul,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lucky Fox Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when is your account fully verified?
- Did you accumulate your winnings with real money or did you use a bonus?
- What did the casino respond when you contacted them with this issue?
Looking forward to your answer.
Regards,
Nick
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10 months ago
Translation
Good evening !
My account was fully verified on January 8, 2025, and 4000 euros were paid out on the same day.
I played with real money.
In the chat I was told that it is a decision of the management and that a ban usually occurs when the terms and conditions are violated.
Unfortunately I didn't receive an email.
Mfg Manfred
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10 months ago
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The exact amount in the player account is 108541.53 euros + 5000 euros where the withdrawal has already been requested = 113541.53 euros.
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10 months ago
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I have now logged into the account and seen that my VIP status has been reduced from Gold 3 or 4 to Bronze 1!
I also don't get any answers to my questions from the casino.
What happens next? Will my account be zeroed out?
It's all very strange
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10 months ago
Hello Porzellanpaul,
Please forward your deposit, bonus, and betting history, along with any communication between you and the casino regarding this case, to [email protected] for further review.
Looking forward to hearing from you.
Best regards,
Nick
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10 months ago
Translation
Hello, I have forwarded the transaction hysteria to your employee.
It is also clear to see that no money is blocked by bonuses.
Unfortunately, I can only view the last 50 bets in the game history.
Thanks for your help
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10 months ago
Thank you Porzellanpaul for all the information provided so far. I will now forward your complaint to my colleague Michal ([email protected]) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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10 months ago
Hello Porzellanpaul,
I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to see if I can help.
We would like to invite Lucky Fox Casino to join the conversation.
Dear Lucky Fox Casino,
Could you kindly share any updates regarding the possible reasons behind the delay in processing the player's withdrawals? What can be done to expedite the withdrawal process?
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9 months ago
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.
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9 months ago
Translation
Good day !
The casino now always plays the same game.
A review cannot take weeks.....
Otherwise the casino would not have paid out after the win and would have frozen my account afterwards....
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9 months ago
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February is now almost over and I have only received 2645 euros out of the 10,000 euro withdrawal limit per month.
I continue to be put off. For weeks!!!
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9 months ago
Dear Porzellanpaul,
Despite my being in contact with the casino team and my efforts to find a resolution to the situation, sadly, we could not make any advancements. The casino team has not provided us with any reasonable clarification for the delay in processing the withdrawals, and as you mentioned, they have failed to disburse the installment for February as per their withdrawal policy.
Regrettably, we have not received any further communication or pertinent information from the casino concerning the payment delays. I have been informed that they will reamin in contact with you directly, but as the casino team indicated they are not interested in cooperating with us in resolving this case, so we reached a point where there is not much that can be done from our side. Consequently, despite my reluctance, we are unable to continue addressing this complaint and must classify it as ‘unresolved.’
I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
Should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Control Board (GCB) via this contact form. Although the GCB does not officially handle disputes between players and gaming operators, it might be able to help, so it is worth a try.
Please let me know if and how they responded at [email protected] if you try this option.
I am sorry I could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
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7 months ago
We’ve reopened this complaint at the request of Porzellanpaul. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
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7 months ago
Translation
I have reached an agreement with the casino!
The payouts are in progress.
You can mark the case as solved and remove the black dots!
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7 months ago
Dear Porzellanpaul,
Thank you for your response. I'm glad you were able to reach an agreement with the casino team in regard to disbursal of your winnings that is suitable for all parties.
I will mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino Guru
