FgFox Casino - Player’s requesting a full deposit refund.

Hi

I want to do a complaint against Fgfox casino.

I deposited alot there and play but im blocked at the sistercasino from this casino and I asked to close my account because of gambling problems but the supporter motivates me to stay at the casino. This is out of the terms of conditions. I want a refund on all my deposits because they dont taked me serious when I told them to close my account because of gambling problems and they accepted my registration and at the sistercasino's from fg fox im blocked because of gambling problems

Dear Recha,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their standpoint, but, before we will do so, could you please forward any relevant communication and supporting evidence to petronela.k@casino.guru?

Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites. Have you requested the self-exclusion from this specific gambling establishment directly?

To who you communicated here, please?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Thank you, Recha, for your email. I have checked the general terms and conditions, and this is what I found (here):

"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."

I understood that you have communicated your gambling issue with Emily (your VIP Manager) but could you please advise if you have sent any email to support@fgfox.com as requested?

Emily was my VIP Manager and not Rachel. The phone number from the screenshot is emily.

And with this case I dont complaint for accounts on the sistercasino's but I complaint that emily the vip manager didnt take me serious when I said that I have gambling problems . She had to close my account inmiddiatly but she didnt. She motivated me to stay And after that conversation I stay and deposited more money! Thats what this complaint going about.

I understand your point of view, Recha. I agree that it would be ideal if Emily closed your account as soon as you mentioned the gambling problem. Unfortunately, not every personnel is able to apply self-exclusion or block players' accounts. We always advise players to check the exact instructions in general terms and conditions to find out what's the correct procedure to self-exclude themselves.

Could you please advise if you have sent any emails to support@fgfox.com?

Screenshot from the player:

Thank you Recha for your email. Could you please advise if your account is still accessible or if it has been finally blocked after the email sent on the 5th of July? Could you please forward the original email along with your cashier history to petronela.k@casino.guru?

HI

Im waiting for them to reply about giving my cashier history. When I wilñ receive this I will send you an email.

Greats

Thank you, Recha, for your email. I understand that your account is blocked now. When it was blocked, please? Could you forward the original email from the 5th of July to petronela.k@casino.guru?

They closed it by them selve when they read that im going to make a complaint.

That was after 5 of july.

Ived email them and asked for the date of closing and they are busy with it.

I hope I get an answer soon and when I got that I will let you know.

I will be waiting for the update patiently. Please keep me informed.

Dear Recha,

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.

Why you cant contact them so they can hurry up?? When I message them they only let me on hold.

Thank you very much, Recha, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Recha,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello there!

Let me clarify please.

Unfortunately, if you self-exclude yourself from any other casino it doesn’t necessarily mean that you are protected on all the other websites. FgFox casino is an independent one.

Also according to our Terms and Conditions if you want to close your account you should contact us via email support@fgfox.com and make a relevant request. Please mind that you did an account closure request to our email support@fgfox.com only on 5 July 2022 and after that your account has been closed without possibility to be reopened in the future.

So, since you lost your deposit in a fair game process and right after your request your casino account has been closed - there is nothing we can do due to your request.

Kind regards,

FgFox Casino

Its not normal that your collegae is motivating me to let my account open!

She said that she was dissappointed when I say her to close it because of gambling problems.

This is out of the terms and conditions. Thats where this complaint is going about.

To not handle right with players. I have screenshot from your collegae. And where is the cashier historie??? I want to see the date of last deposit.

Dear Recha!

We want to inform you that you made the last deposit before you made an account closure request to our email support@fgfox.com.

After you request to our email, your account has been closed immediately.

Kind regards,

FgFox Casino

On wich date was my last deposit??

And I want the date of closing from my account

Dear Recha!

You made your last deposit at our casino at 4:28 PM on 5 July 2022.

You made an account closure request to our support team at 5:54 PM on 5 July 2022.

All time by UTC time zone.

Kind regards,

FgFox Casino

Yes and 2 of july I talk with the vip manager on whatsapp for closing my account and I typed that I have gambling problems. She didnt take me serious for tell me how I can stop gamble but she offered me another bonus so I deposit again . Thats not legal.

So I want the deposits back from 2 of july till 5 of july.!!!!

Dear FgFox Casino team.

Thank you very much for your cooperation. May I kindly ask you to explain why the VIP manager ignored this message and offered the player a bonus?

Hello there!

Well, after thorough investigation of this case from our side, we're going to be honest, that's just human factor. Our VIP manager was on a night shift and really didn't take player's request seriously.

We've already conducted educational work with that manager and that won't happen in the future. 

In this case, it would be really fair to provide a refund of deposits made from the 2 of July, which is 350 EURO. If Recha agree to that, we will move forward and request required information to process refund request as soon as possible.

Kind regards,

FgFox Casino

Dear Recha,

may I kindly ask you to react? I believe the casino team offered a relevant solution.

Yes I agree with that. I will see the refund as soon as possible.

Jozef, thank you for the help.

Dear Recha,

Thank you for your response!

In order to process your request, we ask you to provide us with your payment details: 

Customer Name and Surname: 

Bank name:

IBAN Account:

SWIFT Code:

Bank address:

Please, send us a proper data, after that our finance department will check everything and will be able to make payment for your request.

Kind regards,

FgFox Casino

Dear Recha,

We have already sent the funds to you, please wait when it will be credited to your bank account. 

Also, please let us know when you receive the funds.

Thank you for cooperation!

Kind regards,

FgFox Casino

Oke I will. Thank you

I received the money. Thank you.

Jozef, thanks for the help.

Thank you for your reply!

We are glad to hear that you have received your funds!

Josef, can we consider this case as resolved?

Sure, I am going to close it.

Dear Recha,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef