FgFox Casino - Player’s refund delayed after account was blocked.

Hello.

i have registered in this casino and without verification i spend 5000e.

i talked with them and they blocked my account even if i could revert an amount

after several email they approved that it was their mistake and the confirmed that the amount of my deposits will be send back my bank account asap.

there are 2 weeks and they didn’t send the money back. And they also do not answer on my emails and calls

please help

thank you very much

Dear Teodora,

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 your account has been blocked per your request?
• What was the reason your account was closed and a refund of your deposits was requested?
• Did you achieve your current balance with the help of a bonus? 
• 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 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

I also send all the emails on your mail address

the idea is that the vip manager told me after all this haos that all the deposits will be returned in my bank account asap

and this happened 2 weeks ago…. And I got nothing

Thanks for your emails.

Was the message from your VIP Manager on July 4th the last message you received from the casino regarding the matter?

Did the casino not follow up further with any timeframe or clarifications?

Hello,

the last e-mai from the vip manager is that one where he is telling me that all of the deposits will be send in my bank account asap.

i asked then for updates but they didn’t replied anymore

i also send a screenshot of his response that the deposits will revert in my bank account to the support email address but they also didn’t replied anymore…

thank you very much

teodora

Thank you very much, Teodora, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Teodora,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear FgFox Casino,

Could you possibly provide additional information regarding the refund and account block and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear Michal,

The player indicated a gambling addiction in the e-mail to our Support Team. This was the reason for immediate account closure.

While investigating the current situation, I sent a request to the payment provider for information about transactions related to this client. I received confirmation that the refund was successfully done.

The refund was processed using the payment method from which the deposits were made. The investigation can be reopened if the player provides a bank statement containing information on all deposits at our casino and confirms that no refund has been received.

Best regards,

FgFox Casino Representative

Hello.

yes this is correct I received yesterday the payment

thank you very much

case can be closed

Dear Teodora,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Michal V, Casino.Guru