Foxygold Casino - Pelaajan voitot on takavarikoitu.

Hello, I would like to file a complaint against FoxyGold Casino that confiscated my winnings without a clear explanation or evidence for this decision.

I played according to the casino's terms and conditions to the best of my knowledge. I participated in a promotion sent to me via email. I did not engage in bonus hunting, never exceeded the maximum allowed bet, and did not use any games excluded from bonus play. I also confirm that I only have one account registered in my name and have never created duplicate accounts.

After requesting a withdrawal, I successfully completed the casino's verification process, including identity verification and selfie verification, and my account was fully verified before this issue occurred. I would like to clarify that this was not my first KYC procedure with the casino, and I had previously completed this process and even received withdrawals in the past. Nevertheless, I fully cooperated and was willing to provide all requested documents again. Once I was informed that my account had been verified, I submitted my withdrawal request.

However, shortly afterward, I checked the transaction history and discovered that my winnings had been voided. I contacted customer support several times requesting clarification, but I only received vague responses and no specific explanation of which rule I had allegedly violated.

I believe this behaviour is unfair and lacks transparency.

I kindly ask you to review my case and assist in mediating this dispute. I have attached screenshots of my transaction history (which also shows previous successful withdrawals) and my correspondence with the casino's support team.

Important notice:

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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 advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

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

Hello Tomas, thank you for your response.

I will gladly answer your questions:

• I have been a player at the casino since 18 February 2026. My account was not blocked, I can still access it, but my win was voided, which is why I submitted this complaint.
• As I said, my account is still active, but I learnt about my balance deduction by checking the transaction history (see the screenshot below, I also attached a screenshot to my previous message). Shortly after, I received an email about my account being verified, but the withdrawal request voided. I've attached screenshot of this email as well.
• I accumulated my balance in a slot called Cluster Tumble.

Hello, are there any updates on my case?

Dear user74,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Dear user74,

I am truly sorry to learn that your account has been blocked. I will promptly reach out to the casino to address this issue and work towards a resolution. Additionally, I would like to invite a representative from Foxygold Casino to join our conversation so that we can collectively address this complaint.

Dear Foxygold Casino,

Could you please clarify the reasons behind the blockage of the player's account? Additionally, if possible, we would appreciate any evidence or documentation related to this matter. You may provide your statement and any relevant evidence directly in this conversation or send it to my email address at jana.k@casino.guru.

Thank you in advance for your cooperation and assistance.

Warm regards,

Jana

Hello, are there any updates?

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.

Hello, has the casino responded to you? I would like to get some updates please.

I have tried to contact the casino repeatedly but 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 (validator on the website) 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 (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana