FgFox Casino - Player's deposit not credited to her account.

I've made a deposit in the ammount of 300euros to FgFox casino on the 5th of January that never arrived to my account and it's still showing as ''Processed'' on the casino website until this date.

All my other transactions went smoothly apart from this one.

Support told me at the time they'd transfer me to my VIP manager but the wait in chat is so long all the time I gave up on it. Would like a resolution on this case since I love playing at FgFox

Dear CasinoGoddess29,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if you contacted your bank already? Ideally, they should be part of the investigation.
• Please forward your payment receipt 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 

Hey Petronela can you change the title or allow me to start a brand new complaint, after carefully investigating this further, I found out this was during the period where they had software glitches, therefore i'd have to change the nature of my complaint or start a new one from scratch, since I've made two deposits of 400 and 300 euros to FgFox and the whole website was glitching which led me to lose both my deposits that night and prompted me to contact the vip manager.

Can I keep going on this thread or should I open a new complaint?

Thank you so much, appreciate all your efforts!

Carlota

Hi CasinoGoddess29,

No need to submit a new complaint.

• Could you please forward any relevant communication or screenshots to petronela.k@casino.guru? 

Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand, that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you.

Hey Petronela just sent you an email please check it at your earliest convenience 🙂

Best Regards

Hi CasinoGoddess29,

Thank you for your email.

• Could you please advise if you stopped playing as soon as you started experiencing those technical issues?
• Please request and forward your game history from that period to petronela.k@casino.guru.

Thank you.

Happy Sunday Petronela!

Yes, I stopped playing as the website went under maintenance and waited about 40minutes before attempting to play again. After a few minutes the same thing happened and then a third and forth time after that, so that kept interrupting my gameplay and subsequently lose my balance as the website kept crashing, which prompted me to contact my VIP manager as you can see from the screenshots I sent you previously.

I sent you an email with the screenshot requesting my game history from Fgfox and i'll forward that information to you once they send it to me

Best Regards

Carlota

Hi CasinoGoddess29,

I regret to hear about your experience, but it's our standard recommendation for players to cease playing entirely upon encountering any technical issues. Despite facing multiple technical problems, you continued to play after the first, second, and third instances, despite being aware of the ongoing technical issues either on the casino's end or yours. If you voluntarily placed all bets, and they were fully registered, resulting in the loss of all your funds, unfortunately, there is limited recourse available to us.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear CasinoGoddess29,

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.

Hey again Petronela sorry for the delayed reply but FgFox is not sending me the game history after I contacted my VIP manager twice, they always say they're going to check with the relevant department and nothing happens. Please understand that I placed my bets thinking the maintenance period was over and had no idea the website would go down another 2 times during my rounds. Plus, they should have a system in place they warn players that the casino is going under maintenance. As per the casino terms and conditions, I'm allowed to request a refund on my deposits if there are technical issues on their side. Not sure what can be done if they're sending the game history, unless you want to invite FgFox to the conversation to speed up the process.

Best Regards

Carlota

Hi CasinoGoddess29,

Game history would only be beneficial if there were recorded bets that you placed, but no winnings were added to your account. However, if your bets were accurately registered and resulted in losses, unfortunately, we won't be able to assist you with your issue.

Thank you.

Dear CasinoGoddess29,

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.

Apologies for the late reply Petronela but I was out on vacation. You can reject this complaint since this happened a while back and it's not worth the hassle anymore for me. Appreciate your time and dedication and i'll make sure to return in the future shall I face more issues with online casinos.

Best Regards

Carlota

Hi CasinoGoddess29,

Thank you for your consideration. I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint.

Petronela

Casino.Guru