The player from Germany had his winnings voided and account blocked due to unsuccessful KYC verification. Player’s complaint has been resolved successfully.
Crazy Fox Casino - Player’s winnings have been cancelled.
Amount: €250
Crazy Fox Casino
Safety Index:HighSafety Index
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8.2
Crazy Fox Casino has a Safety Index of 8.2, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hello, I deposited 20 euros at the casino on 07/06/2022 won 250 euros wanted to pay out the money, should verify me nice and good shouldn’t be a problem, I upload all the documents so far, it starts my documents, will constantly rejected new absurd verification stuff is requested me
upload a photo as the live chat wants, and I get a message that I should please take a piece of squared paper, should I then say that I don't have any other paper, and they kicked me out of the live chat. Obstacles are deliberately put in the way so that you don't get your money here, live chat is absolutely unacceptable, cheeky can be mega
a lot of time replying, next topic
Proof of payment, I have with me on 07/06/2022
paysafecard deposited via my paysafe account, i upload the necessary transaction in my profile so proof of payment it is rejected it is said that i should upload the proof from my online banking account, but why there is no transaction there but at mypsafe, after several hours in
live chat I said out of frustration delete the account, the employee said for what reason should we delete the account, or should we rather set you a cool down limit, my internet is blocked I didn't answer any messages, I didn't have any Reason called the live agent simply blocks my account, via email contact vol
casino I do not receive any information, my F
is now what legal action I take against
Automatic translation:
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2 years ago
Dear Kevbo1337,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that your winnings have been cancelled and account blocked due to a failed account verification? Could you please confirm that you have provided all the personal documents required for the verification as soon as possible, without any delay? Have you been advised what was the exact reason not to verify your account? Have you accumulated your winnings with or without an active bonus?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
2 years ago
Translation
Hello, I uploaded all the documents to the casino a few months ago, only a part of them was accepted, yesterday I got the stupid idea to deposit again in this casino and I won, the casino then wanted my documents for verification all documents were uploaded again, which were gradually rejected again and again, at this casino you also get the idea that you can put the current date + your identity card + your face on a piece of paper hey Crazy Fox, I uploaded the whole thing several times because that Casino always new absurd ideas to think I should do the whole thing on a lined piece of paper but I don't have a blank piece of paper at n o'clock, I took a delivery note followed the same instructions uploaded it again it was rejected again, same problem with the deposit proof I upload the transaction via screenshot from my mypaysafe account and it is rejected say I should screenshot the transaction from my bank account, what is the question for, I paid in with paysafecard, as noted several times, there are no transaction receipts showing the deposit in my account. Out of frustration that the casino kept smashing my documents, I wrote in the heat of the moment that they should delete my account, my internet on my smartphone ran out, I went back to the still existing live chat a short time later and have 2 messages received from the colleague after my message which said that I need a reason to close the account, they have to tell me and the 2nd message was whether I would rather set a cool down limit for them, suddenly the account was restricted without warning and I have no access to either the money or the account, the live chat is refusing to provide me with any information useful for clarification, I requested an account reinstatement from the casino last night due to the intention to close the account, I have dem
casino didn't answer any of these questions because I didn't have internet, and I would have answered that I don't want to close my account because that's where my money is on it, which I honestly won, but as I said, the casino doesn't give out any information
Automatic translation:
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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Kevbo1337, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
