Foxygold Casino - Pelaajan tili on suljettu kotiutuspyynnön jälkeen.

I had an account with FoxyGold Casino (Igloo Ventures SRL). After depositing and playing fairly, I built up a balance of $6,475 CAD.

When I attempted to withdraw, the cashier provided no withdrawal option. I contacted live chat multiple times, but the only response I received was "we’re working on it." I also emailed support several times, with only two vague replies over three days.

After waiting with no resolution, I filed a complaint with the Anjouan Gaming Board. Immediately afterward, FoxyGold closed my account entirely, without processing my withdrawal. I now cannot access my account or my funds.

This feels like retaliation for raising a complaint. I am requesting CasinoGuru’s assistance in recovering my legitimate balance of $9,020 CAD, which remains unpaid.

Evidence available:

Screenshot of my balance before closure

Chat transcripts showing support stalling

Account closure notice (not provided)

Copy of complaint filed with Anjouan

Thank you for your assistance.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Foxygold Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please specify the date of the incident? When was your account closed?
• Was this your first withdrawal attempt? Were any payout options available to you in the past, to your knowledge?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Did the casino provide any reason for the closure of your account?
• Could you please share with me your communication with the casino after your account was closed, if available? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

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Hello Tomas,

Thank you for your reply and willingness to help. Please see my answers below:

Date of incident / account closure:

My withdrawal request was made on September 13, 2025, for $9,000 which was to be a refund of my balance after they closed my account. My account was then closed immediately after submitting the request, so I have no access to log in. September 14, is the day I was told my account is closed.

First withdrawal attempt:

Yes, but I never even had an option to withdraw which I’ll forward you off as well. Please see email. To my knowledge, withdrawals were possible and standard payout options (bank transfer, etc.) were available.

Games played:

I played slots and live casino games to build my balance.

Bonus involved:

No, my current balance was achieved without any active bonus. It was purely from real money play.

Reason for closure:

The casino did not provide a clear reason for closing my account. They only mentioned that my withdrawal was being handled by a "dedicated team" due to a "technical issue."

Communication with the casino:

Since my withdrawal request, all I’ve received are template/copy-paste replies saying that my case is under review by their "dedicated team." They refuse to provide a timeline or specific explanation. I have been emailing daily and also escalating via live chat.

I have also escalated the matter to the Anjouan Gaming Authority, who confirmed they asked the casino to reply, but FoxyGold has stalled for over a week.

I can forward my full email chain and chat transcripts to you (as requested) now.

Thank you for your assistance. I truly hope Casino Guru can help push this case forward, as this has now dragged on for much longer than is reasonable.

Best regards,

S

Also, it was all live baccarat and live games. No bonuses. Please see forwarded emails of the responses I keep getting even though I’ve provided my KYC and they said I passed KYC.

Thanks for your reply and the information submitted via email

• Has the casino explained the reason for the closure of your account since your last post?
• Did the casino cite any rules from its terms and conditions or justify the decision in any other way?

Please let me know.

They informed me that my account was closed "for commercial reasons" without citing any specific rules or conditions. They stated I would still be able to withdraw my balance.

However, it has now been over 38 hours without any response regarding my withdrawal.

In addition, they requested documents that my bank confirmed are not normally issued in Canada. For example, they asked for an "account verification letter," which my bank does not provide. Instead, my bank issued a direct deposit form that was stamped, signed, and dated as official proof of account ownership. They then said it’ll be forwarded off and have not replied since.

Despite submitting this, FoxyGold continues to delay payment with no clear justification. As well as bank statements completely provided in PDF format.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]), 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 there,

Thank you sati725 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Foxygold Casino for their help in resolving this complaint. We would like to know why was the player's account closed and what can we do to help resolve this issue.

Thank you!

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 sati725,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. 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 Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website (validator link). 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 ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Peter