Foggy Star Casino - The player's winnings were voided.

Hi,

I checked their rules when registering with the casino. There were no no deposit bonus restrictions for Turkey. When I submitted a withdrawal request, there was no restriction. I provided the necessary documents for KYC verification, they said my account was approved. Then they canceled my withdrawal request and said there is no no deposit bonus in your country.

Is it correct to change the rule during withdrawal and apply it to me?

Hello yener,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Foggy Star Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if the bonus was added to you automatically or you had to claim it somewhere? Did you ever deposit anything into the casino? Is your balance fully voided and are you still able to login into the casino?

Looking forward to your answer.

Regards,

Nick

Hello yener,

Based on the screenshot you provided your withdrawal was rejected due not depositing anything into the casino. Could you please advise if that is right, did you ever deposit there?

I deposited money. Although I deposited, they canceled on the grounds that I did not deposit. When I asked, I was told that there is no no deposit bonus in your country.

Hello yener,

Could you please forward your communication with the casino if you have saved any? Please send it to nikolas.b@casino.guru.

Hello Nick,

I sent it to the email address you specified.

Thank you yener.

I would like to ask Foggy Star Casino to join us and help us resolve the player's issue.

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’.

Hello,

We hope this message finds you well.  

According to our Bonus Terms and Conditions, paragraph 1.13, no deposit bonuses are not available for players from Russia, Ukraine, Poland and Turkey which was added to this list on August 1.  

The fact is that the player played this bonus on August 11 using New Zealand and Danish VPN. That is after the bonus was closed to Turkey. That is why the support refused to withdraw money when the player passed verification.

We hope this clarifies the situation.

Sincerely, FoggyStar.

Dear Foggy Star Casino,

Can you please provide a proof that the player used VPN in order to receive the bonus? If yes, please send it to nikolas.b@casino.guru.

Hello,

We hope this message finds you well.  

We have sent a confirmation of our words to the email you provided. The player cheated with the IP address. After he sent the Turkish documents, we explained that this bonus is not available to players from Turkey.

We hope this clarifies the situation.

Sincerely, FoggyStar.

Hello Foggy Star,

Thank you for the document. However, is there any way we can determine that the date you sent was really regarding this player? Based on the current screenshot these logs could belong to anyone else as well.

Looking forward to your answer.

Hello, Casino Guru 

We hope this message finds you well.

We have sent more materials about the client's card to your email. However, we would like to clarify that these materials do not contain the client's personal data, but only proof of login to the account using a different IP address.

We hope this clarifies the situation.

Sincerely, FoggyStar

Thank you very much Foggy Star for the cooperation. Based on the received proof, the complaint will be now rejected. The player clearly used VPN to get advantage over the casino and claimed a bonus which he was not eligible for.