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The deposit was $15.71 + $15.71 bonus * 35x wager = $1100, but after playing, only $172 was credited and $65.78 was deducted. I wonder why, even though I played the bonus and deposit x35, I can only withdrawal x10 the bonus amount. I've read all the casino terms and conditions and there's no information about this anywhere.

депозит был 15.71$+15.71$ бонус*35x вейджер=1100, а после отыгрыша зачисли 172$, а 65.78 списали. Почему я отыграл бонус и депозит x35, а вывести могу только x10 от суммы бонуса. Все условия и правила казино прочитал, нигде нет информации про это.

Dear dxlive86,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please send me the link to the bonus or the name of the bonus you took?

Could you please specify what your balance was after finishing the wagering requirements?

Have you communicated with customer support about the reason why your winnings were deducted?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

The balance was about $240, after wagering it became $172, $68 was written off. There was a welcome bonus.

https://www.foxyplay.com/ru/promotions

Баланс был около 240$, после отыгрыша стало 172$, 68$ списали. Был приветственный бонус.

https://www.foxyplay.com/ru/promotions

Could you please advise what payment method you used for the withdrawal?

Tron(trx). They can’t even draw a conclusion for me, a week has already passed. What was written off, I understand, cannot be returned. Support says - wait, although the withdrawal takes 72 hours.

Tron(trx). Они мне даже вывод сделать не могут, уже неделя прошла. То что списали я так понял не вернуть. Поддержка говорит - ждите, хотя вывод 72 -х часов.

They made a conclusion, they didn’t return $68, they have restrictions on winnings, but this is not stated anywhere.

Вывод сделали, 68$ не вернули, у них ограничения на выйгрыш, но об этом нигде не сказано.

Thank you for the information. As I asked you before, would it be possible to send any communication between you and customer support regarding the deduction? Have you tried communicating the issue with them? My email address is veronika.l@casino.guru.

yes, send it, they promised to tell me by email why they wrote it off, but 2 weeks later there is no answer. The online support said that the maximum winnings are 10x bonus, but they did a 35x bonus and deposit spin.

да, отправьте, мне обещали на почту сообщить почему списали, но за 2 недели ответа нет. В онлайн поддержке сказали что максимальный выигрыш 10х бонус, но делал прокрутку 35х бонус и депозит.

Thank you very much, dxlive86, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 in the near future.

Hello there,

Thank you dxlive86 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask FoxyPlay Casino for their help in resolving this complaint. We would like to know why were the player's winnings reduced and what can we do to help resolve this issue.

Thank you!

Hi,

We are looking into the details in order to provide with a detailed explanation.

Best,

Foxyplay Casino

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear dxlive86, as the casino has not responded yet can you let us know if there has been any development to your case? Thank you in advance!

Nothing changed.

Ничего не изменилось.

Hello,

We are still looking into this case. We will provide with feedback as soon as possible.

Best regards,

Foxyplay Casino

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear dxlive86, the casino has requested some extra time due to the holiday season but as we still have not received an update and the casino has stopped accepting new players I am forced to close this complaint as "unresolved" and recommend you try and contact their Gaming Authority. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Antillephone Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter