FgFox Casino - Player's asking for a deposit refund.

Dear Radka,

I feel a shame to write this email but I have to.

I have a very big online gambling problem, at almost every online casino I have made a self exclusion or delete my account forever. But you know a very addicted player a found a new casino, FG Fox. After a few wins I started playing more & more and of course losing all my money. 

I was asking 2 times for a self exclusion for always and ask them to delete my account and never let me play. But, gambling addicted people always find ways to play again. And so they did, 2 times they re-openend my account very easy. After that I lost more than €12.000. My whole life, financial situation and marriage got broken, so as me. The FG Fox casino does all with a vip manager who is texting in what’s app. I deleted a few times the app and emails, because I was angry. The stupid thing is that I deleted the proof that I want to delete my account for several times because of a big gambling addiction. But the casino will have it for sure, also my emails. 

My question is: Does it make sense to add a complain at the FG Fox casino for letting me play and play more?

Of course there is also a big responsibility for myself to not gamble. But I think in this part the casino is also a part responsibility. It would help me a lot to get a part of the deposit money back (after my request to self exclude) to get a new start with my life.

Hope to hear from you.

Regards,

Martin

Dear Moonk,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you did not save any of your self-exclusion requests? Could you please advise if you currently have access to your account?

Additionally, if there is any other relevant communication between you and the casino, please, forward it to kristina.s@casino.guru (or alternatively post it here).

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Super thanks for all

you help. I found some e-mail traffic between me and the casino. I also have send it to you by email.

Martin

Hello Kristina,

I got this email from FG Fox casino few minutes ago.

I am absolutely not satisfied with the answer. Also there are thing in e-mail that are not true.

Hope you can help me.

M

Hi Kristina,

Another last note to add. I did all the following steps they wrote in the T & C below close my account. (See file)

3.8 You may close your account only if there is no positive or negative cash balance and no current withdrawal requests. 

3.9 If you intend to close your account with a positive balance or/and pending withdrawal requests, all funds in your account will be canceled, and you will be refunded the last amount deposited. 

Request Self-Exclusion: We will help you close your account if you send a support request to support@fgfox.com. Please note again section 3.7 above, namely what conditions apply to such closing requests. It is also your responsibility to notify the Company of any of your other accounts on our site and to refrain from opening new accounts. The Company will use its best efforts to prevent the opening of new accounts, but you are solely responsible for ensuring that no other accounts are created. The Company is not responsible for any potential losses on other accounts. We will not be liable for any damages that may potentially be caused by gambling.

3.10 We reserve the right, without prior notice or justification, both to refuse to open an account and to close an existing account.

3.11 We reserve the right to deny opening of an account or close an existing account without prior notice or justification.close your account with the Website and stop using its services.

Regards,

M

Thank you for your reply, Moonk. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Do I understand correctly that after you sent your message on July 5th your account was blocked but later reopened? Did you confirm to the casino that you don't have a gambling problem in order to reopen the account?

Could you please clarify the dispute value (€12,000)? Is this the amount of money you managed to deposit after this request?

Also, do I understand correctly that your account is now closed?

Hi Kristina,

Thanks for you email.

Yes, I ask a few times to block my account and delete it forever because of a gambling problem.

And yes, when I wanted to

win some money back I ask for re-open and of course I told them I don’t have a gambling problem.

They didn’t protect me at all. From the first moment I ask for closing my account and never let me play they openend it very easy. In total I re-openend 3 times.

Yes, all the deposits after 5th Juli. I told them in email en chat (whata app I have huge gambling problem) but with 1-2 questions they openend it again while they new from emails and chats I have a very big addiction.

See file for all deposits after 5th July.

Beside the re-opening they let me play more then €1000 a day.

When I ask last week again to pleaseeeee closed my account forever and I was writing I am gonna inform Casino Guru they closed it again.

I will send you all documents by email. Can’t upload here.

Thank you very much Moonk for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Moonk,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite FgFox Casino to the conversation to participate in the resolution of this complaint.

Hello everyone!

We’re so sorry to hear about that situation, however, let us clarify everything.

Our team respect the Responsible Gaming, and we’re working due to the recommendations to protect our users as well. 

First of all, each time after user was asking to close his account, account was closed immediately without any further questions. 

Secondly, we would like to point out that user’s account has been reopened with the appropriate pauses, to give Martin the opportunity to change mind and leave the account closed. Just to emphasize, one of the pauses was 14 days between request to reopen account and actual account reopening!

Additionally, Martin confirmed to us that he doesn't have a gambling problem. Our manager was asking questions to check if gambling issues is still persisting in his case, while we got a reply that he recovered from addiction. Martin took full responsibility for account reopening each time.

For sure, we're sorry to hear that gambling has so much influence to Martin's life, but his deposits were lost in a fair gaming process.

King regards,

FgFox Casino

Dear FgFox Casino team,

Let me ask you a question. How did the player prove that he recovered from his gambling addiction? Was there any medical report or the player simply said that his addiction was gone? When exactly did the casino learn about the player's addiction for the first time?

Dear Peter & FG FOX,

Thank you both for your quick response.

In the chat and emails with the VIP manager, first Emily after Viktory I spoke a lot about my gamble addiction.

Because I didn’t want anyone know about my gamble addiction I deleted almost all whats app and email conservations. To proof that I wrote it and send it also by whats app I asked FG Fox to send me a copy of all the email and what’s app conversations. They refuse till today to give. This conversations will give a clear view about my addiction and the way the casino didn’t take any responsibilities to protect me and let me play over and over. Also with a my maximum day limit. From the moment I said I wanted to contact you, my lawyer and other parties they finally closed my account.

About your question Peter. I just send them as answer on some questions in whats app that I didn’t have a addiction anymore. This all because I wanted to play and win some money back. But it went worse and worse.

I already took a lawyer to ask again to send me the email and what’s app conversations. We can make this both to a long, very long legal conflict or we can find a fair compensation together.

M

Hello again,

On 8 of July, player told us about his gambling issues.

After his request, account was closed by VIP manager, but on 10 of September he texted us back with the request to reopen his casino account. Our manager asked, "what was the reason for account closure?", being sure that Martin mentioned his gambling addiction when closing the account. And we got this reply: "I was little suspicious to transfer money from this casino to my bank or crypto wallet. But I called the government and all was good"

Anyway, since on 8 of July user told us about gambling addiction, we asked two questions to know if gambling addiction is still relevant in his case. Player answered to those questions and mentioned that he is not addicted to gambling anymore either, he took all the responsibility for account reopening.

After that, the account was reopened in 2 weeks, so the player had enough time to reconsider his decision, but he convinced us that everything is okay, and he is ready to take all the responsibilities for that action.

Honestly, we think that everything has been done properly from our side but since Martin had unlucky streak at FgFox Casino, he wants to get his money back which he lost in the fair gaming process. We hope that Martin can confirm that we were always honest with him regarding the withdrawal or game process. So in our opinion, a fair solution for Martin, considering the situation, is half of the disputed amount just to move forward for both.

We hope that it would be a fair solution, so Martin can get a new start in his life, hopefully without any gambling interfered. That's also a big lesson for us and our team not to trust to words of even loyal and valuable players because after an unlucky streak everything can be interpreted in the other way.

King regards,

FgFox Casino

Dear Peter & FG Fox Casino,

Thank you FG Fox casino for your quick answer, I appreciate it, you are always very quick. To move on for both I agree with the offer to pay me half of the disputed amount. Half of the disputed amount will be €6000.

@ FG Fox Casino, please contact me by email how we can do the withdrawal transaction.

@ Peter, As soon as I received the €6000 I will come back here and let you know

Regards,

Martin

Dear FgFox Casino team,

Thank you for your reply. According to the screenshot that Martin uploaded here, he asked for a self-exclusion due to a gambling problem on the 24th of June 2022 for the first time. As soon as the casino received this email, the account should have been frozen, the remaining balance paid out and all activities (including deposits) stopped. I don't think there is such a thing as a "recovered gambler" unless the person stops playing in casinos entirely. We would accept if Martin gave you a medical report clearly stating that he recovered from his addiction but this is not the case. We are convinced that he should get all the money back that he spent after the casino found out about his gambling problem.

Dear Martin,

We are convinced that you should get back all your money lost after the casino found out about your gambling problem for the first time. However, it seems that you came to an agreement with the casino. Please let me know how you wish to proceed with the complaint.

Dear Peter & FG Fox casino,

Thank you again for responding both so quick.

First of all, this gives me a lot of mental stress. I want to work on my gambling problem and leave this all behind me so I can move on with the start of my new life. I lost a lot, not all money.

Indeed I have right on the full €12.000 but the time it will take, the endless discussions I can’t handle at this moment. That’s why a agreed for €6000 to move one with my life. The amount can help me a little bit to get out of situation so I breath again.

I hope FG Fox will continue his fast actions and withdrawal me the amount so we can close all this. And yes, if they feel to compensate a higher amount it’s more then welcome.

In the end it was a hard lesson for me but also for FG Fox Casino.

M

Hi Martin,

I will, of course, respect your decision. Let me know when you receive your funds.

I will off course.

Thanks Peter

Hello there,

No worries, we've received your request, so just await for further reply from our e-mail - support@fgfox.com.

Your e-mail has not been blocked, we will contact you from our official e-mail (support@fgfox.com) as soon as possible.

Thank you for understanding.

King regards,

FgFox Casino

Thank you FG FOX Casino

Dear FG FOX and Peter,

I receive the 6000 EURO already. I have to say FG FOX casino was very quick to solve this case and did a really good job.

Thanks again and you can close this case.

Martin

Dear Martin,

I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center and good luck in the future. Should you need help with your gambling problem, please visit the following website: https://www.begambleaware.org/

Best regards,

Peter