FgFox Casino - Player demands refund due to alleged illegal gambling.

Vip manager Viktory, live chat, email. All of them are ignoring me. It is my right to get a full refund, because they letted me gamble illegally. Stop this terrible casino.

Dear Cuyvertje,

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

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

• Could you please advise if you have any withdrawable balance on your casino account?
• Have you completed account verification in the casino?
• Could you please explain in more detail what on which basis you requested a refund from the casino?
• Please forward your correspondence with the casino to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Could you please advise if you have any withdrawable balance on your casino account?

No withdrawal balance.

Have you completed account verification in the casino?

I think I have. They do not let me in my account anymore, so I can not check.

Could you please explain in more detail what on which basis you requested a refund from the casino?

Casino's are only aloud to let Dutch people gamble when they are licensed. This is to protect gamblers with gambling addiction (CRUKS Netherlands). If they let people from The Netherlands deposit and gamble, they operate illegally and they have to pay the money back. There are a lot of websites where you can find that law firms will help you when the casino is not giving the right solution.

That is why I firstly use this site, so we can solve it right now.

I look forward to solve this problem with FGFox and that they do not allow Dutch problem gamblers anymore.

Thanks for your assertion.

Please understand we can't penalize casinos for lacking any particular license.

If a casino is accepting player from a certain country they should pay out their legitimate winnings. If a player risks their funds and wins, the casino should process their payout. By the same principle, when a player loses he isn't eligible for a refund.

We believe casinos should offer a mechanism of permanent self-exclusion for players who are not in control of their gambling. If a player wishes to be protected, he should inform the casino of their gambling problem.

Sadly, with the reasons given, we don't see a valid reason for a refund.

Please let me know if there are any other reasons we haven't considered, otherwise the complaint will be closed.

Thank you very much in advance for your reply.

Well, I see on a lot of articles that casino's have to give a refund in this case.

I also think it is very scammy that FGFox ignores me from day 1 on every way I contact them.

I want them to keep in contact with me, so if you can't fix the refund for me, I want you to ask to tell them they have to keep in contact with me. Please fix that for me.

Thanks for your point of view.

We don't assist players in contacting the casino unless we believe the player's complaint has merit.

Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I sent the screenshots by Email Tomas.

Thanks for your email,

I can see you mentioned to the casino that you are experiencing gambling problems on January 15th.

Since the casino blocked your account, we believe they acted correctly in this regard.

• Have you mentioned your gambling problems before this moment?
• Has the casino allowed you to deposit and play after you informed them about gambling problems?

• Have you mentioned your gambling problems before this moment?
• Has the casino allowed you to deposit and play after you informed them about gambling problems?

In The Netherlands, we have a CRUKS register. That means that no casino is aloud to let anyone gamble, when you are in that register (as me), to protect the person with gambling problems. A casino is operating illegal if they are ignoring that register to Dutch players. That is exactly what FGFOX did and because of that, I demand my full deposit amount back, because of that. Hope you understand it now and that you can help me out now.

I checked the website and the casino seems to accept players from the Netherlands

Since the casino is not licensed in the Netherlands, it won't be part of the CRUKS scheme and the casino won't have access to the personal information of people registered under CRUKS.

The protection of CRUKS won't extend to casinos not licensed in the Netherlands.

In casinos not licensed in the Netherlands, you'll need to inform the casino about your gambling issues and request a self-exclusion to be protected.

If you informed the casino and the casino didn't act to protect you after January 15th, we'll need details of what happened.

If all your deposits were made before you informed the casino, we won't be able to help.

I'll await your reply.

Thank you for your reply. As you can see, Dutch people are able to play on FGFOX. They are not aloud to. Please look at this article https://igamingbusiness.com/legal-compliance/regulation/ksa-fines-goldwin-e6-7m-for-offering-illegal-gambling/. There are many more of them. When a website without Dutch certificates let Dutch people gamble or are even offering Dutch Payment Methods like IDEAL. They are operating illegal and as you can see, they need to pay fines and refund people. So I still demand my deposit amount back.

The other thing is that FGFOX is ignoring me all the time! That is ridiculous. Only scammers can ignore a customer that much. FGFOX need to work on there way of working with there clients and need to respect the Dutch rules. There are a lot of problems with gambling, that is why the rules are like that in The Netherlands. FGFOX has to respect that, reject Dutch players (as BWIN and many more) and needs to refund me. Please help me with that!

Dear Cuyvertje,

If you aim to seek a refund of lost deposits solely because the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.