Lucky Fox Casino - general discussion

If you want to discuss anything related to Lucky Fox Casino, such as its games, bonuses, payment methods, issues with your account, responsible gambling features, or anything else, you can do so here.

Not happy with this casino. I’ve had my withdrawal request cancelled continuously. I’ve uploaded every single document that was required and still they are cancelling my requests. There is barely any customer service and I have not been able to sort this out. I will not recommend this casino and will continue to go through the channels until my request is honoured. This has been the worst experience and will not play here again. I’ve used other casinos with much better results, Lucky Fox is awful and their reluctance to release my winnings is stressful.

Hello there.

Well, sorry to hear that. Let's try to find some clues about what is behind this mess.

May I know whether or when your account was fully verified? I mean, sending all the necessary documents is one part, after that, the casinos must go through all docs to ensure it fits. Once this is done, the account will be verified or additional requests will be made. So, have you received any confirmation so far?

Since customer support is as bad as you said, I would like to know how many times and how you tried to sort this out. When has this issue started, please?

Maybe a complaint would help you. Let me know.

I sent in ALL documents that were asked for. The request was rejected at least 12 times. This was thoroughly frustrating and getting someone to answer my emails was impossible. I finally got through on their live chat and was able to successfully withdraw my winnings of $500, yet because of the hassle I won’t be using their site anymore as there are other casino sites that are easier to work with and get verified on. Lucky Fox was a nightmare.

Well, that sounds like a hell of a stress. What, in your opinion, solved this situation in the end? I mean, have you found what caused those rejections?

You don't have to answer me, of course 🙂.

I would prefer to let it go myself, I guess.

The first rejection was understandable, they also wanted proof of deposit that I did not send because I did not think it was needed. The 11 other rejections were done without sending me an email asking me for anything or to make me aware. I also sent emails to them on several occasions that went unanswered. I uploaded the documents over and over because once they rejected my withdrawal request there would be a red "x" next to my documents, it looked like they were rejecting those too. This went on for 4 days until I used the online chat. I’ve played at Jackpot city and won quite a bit, verification was a smoother process, their customer service was outstanding and there was no hassles withdrawing my winnings. Lucky Fox does not have an acceptable level of customer service as far as I’m concerned so in order to avoid the stress I will not use them or recommend them again.

s I'll call that a horror. Thank you very much for sharing. It's not that I like to read about bad experiences. However, for others in a similar position, this could prove useful. What I see as the worst part of any issue is when casinos prefer to stay silent. Troubles happen that's life, but explaining what's happening or what you should expect is a must. Nope, casinos ignore players and players are mad. That's all wrong.

Best casino where I have played. Won 1800 yesterday 2400 today. Verification was quick. Customer service was very friendly and the payout was on my player account within 2 hours. 5 Stars

OK, I have to take back everything I said prior about never using them again. I did get it sorted out and I do have a system for my withdraws. Now I do the online chat and they check to see if I have everything I need and my withdrawal is processed immediately. But it was such a hassle until I figured out which hoops to jump through. I have withdrawn several thousands of dollars from them since and do not have any more problems

Hello, I had a big win of 130,000 euros at Lucky Fox Casino.

The terms and conditions state a maximum withdrawal amount of 10,000 euros per month. I have already been able to withdraw 10,000 euros

Today I logged in again and wanted to play, but when I went to the games a window popped up with the message "Your account has been temporarily blocked, please contact support".

I am now a little unsure whether the casino does not want to pay out the winnings!?

I always played without bonuses.

Does anyone have experience with a situation like this or this casino?

Hey, did the casino tell you why they blocked your account? I would assume that if you play with bonuses often and if you managed to upload this win using it, there might be some investigaion if everything was fine in the gameplay. But it would be best to know from them I would say. 

So do you have something we could grab or not?

No, I have been ignored since then.

I have always played without bonuses because I know that there are often problems.

That's not the best move from the casino to be honest, if they don't tell us what's going on. When you didn't even play with the bonus, it's even more strange. So we'll probably have to wait for the complaint and see where it gets us and what we find out. I hope the casino explains it to us.

Now I also saw that the VIP status has been reduced from Gold 4 to Bronze.

I was told in the chat that this often happens with withdrawal limits 🤔

This is all very strange.

Do I now have to worry about my winnings being accessed?

Once in a lifetime you hit the jackpot .........

Do you think I have to worry about my winnings?

Apparently the VIP status change is related to the whole situation but until the casino confirms and tells us why everything is happening we can only guess.

As for your winnings, I hope you won't have to worry about them and that everything will be alright and we will try to help you. But I don't 100% guarantee that it can end unpleasantly.

But we have to think positively and I believe that this will be just an investigation of the gameplay and therefore if everything was okay on your side. 

I guess we will find out soon.

Lucky Fox has already paid out after my big win! You must have already investigated that!

They paid out four times: 2 x 4000 and 2 x 1000.

Why are you blocking my access to the game and lowering my VIP status?

Just one more question ......

What should I do if it's not right?

I deposited and played without a bonus, which also shows that no money is blocked by the bonus.

I always played with a stake of 2 euros.

If something is wrong here, any casino can refuse to pay out winnings.

This is what the team investigated at the beginning and what you wrote to them. So far Nick is trying to find out everything we need to know so that we can contact the casino later if nothing changes and they don't explain the situation. Why your VIP level has been lowered I don't know but I would assume it has something to do with what's going on. Anyway, as I said, we will need some explanation from the casino.

I don't really understand the second part, it's important to find out what would be wrong first to be able to answer. If you didn't play with the bonus then it shouldn't be an issue if you played with €2 as a bet.

Patience is needed at this point to find out more, because I can only guess if the casino hasn't told you anything more either. 

The only thing I get when I ask for it are pre-written standard emails. IN THE BEGINNING, THERE WAS A "VIP" manager always available. Now no one is in touch.