FgFox Casino - Player's balance disappeared.

I bet 1 time 100 on red and 1 time 200 on red. When the ball was rolling I get an error message ‘bet rejected’. The money was gone from red while both balls were landing on red. Also the betting amount didn’t show up on my account. So there is now 300 euro gone by a mistake of the casino. I try to contact the casino a lot of times i only get cheeky answers and they didn’t want to help. They told me that all the bets were ‘correct’ but when the bets were correct like they said I won 600 euro in total but I didn’t get any money back on my account. I never seen this before, when a bet is rejected it’s the task from the casino to put this back in players account. I been now 2 weeks busy with this!

Dear Mkok27,

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. 

Do I understand correctly the first bet was accepted but the one you made afterward, was rejected? How are the bets recorded in your betting history? Do I understand correctly the first bet on red was a winning bet, but the amount wasn't credited to you?

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

Hello, Thankyou for your message

both bets I placed on red. When the ball was spinned then I got on both bets the message ‘bet rejected’ so my bets were gone from red. Afterwards the ball landed on red. But because of the rejected bets I didn’t get paid. But I also didn’t get my bets back

Could you please explain what the 2 bets in this single game round look like in your betting(game) history? Would you be able to share it with us in the complaint thread? Alternatively, send me the supporting evidence to my email at tomas@casino.guru

Please include the communication you had with the casino as well.

I'll await your reply.

Dear Mkok27,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.