FoxyPlay Casino - Player complains about confiscated winnings and language discrepancy in T&Cs.

Hi,

My name is Joel and I played at foxyplay casino with their welcome bonus for new players.

When i entered the website and registered my account all the text and information were in norweigian language.

I did not get to choose language i was automaticlly directed to the norwegian version of it as i play from Norway.

Right after i manage to wager the bonus completelly some of my money suddently just dissapear whitout any reason.

and the next day all of my money was gone.

So i talked to their live support who tells me that i played a restricted game and thats why they confiscated my winnings.

But it did not say anything about any restricted slotgames anywhere and i will attach the print so you can see it for yourself.

Then he reffers to the terms in the english language where there are slots that are excluded and then tells me that english language is superior to other languages in terms and conditions.

Why choose to write down all the terms and conditions in other languages and then exclude very imoprtant information like restricted games???

Why even have terms in other languages???

It is very missleading and in my opinion a pure scam.

I did not choose any language I was automaticlly directed to the norwegian version and i simply followed the rules that were given to me.

If we go after their logic they can just hide all kinds of imoprtant terms and reffer to another language and get away with this every single time.

They could not answer my questions either when i asked:

Why did you choose to write down all the terms and conditions in other languages but skip the information about restricted games?

And why do you even have terms in other langugaes that your costumers are automaticcly reffered to when entering the website

if the english ones are superior to everyone else.

I also have the chat transcript between us so you can see how their scam works

Dear joelkolos01,

Thank you very much for submitting this complaint. I'm very sorry to hear about your issue with FoxyPlay Casino.

I have checked both language versions of the website and I found exactly what you described: in the Bonus terms for Norwegian language, there are no excluded games listed.

The English Bonus terms state the following:

9.2. Bonuses might have wagering requirements attached to them. These requirements will be appropriately displayed before the Customer decides to use a bonus when wagering requirements are applicable. Withdrawal amounts will be only possible for the real money balance the bonus money balance upon withdrawal will be lost. FoxyPlay has the right to choose which game and service contributes what amount to the wagering requirements. The wagering requirements have a minimum of 25 times the amount of bonus and the real money sum contributing to the bonus figure.

Bonuses cannot be wagered in the following games: all Scratch Cards, all Microgaming games, all Live Dealer games, all Belatra games, all Betsoft games, all "Video Poker" games, all "Roulettes", all "BlackJack" games, Hi Lo Fever, all Baccarat" games, 3 Card Poker, European Roulette, Blood Suckers, Blood Suckers II, The WishMaster, Divine Fortune, Dead or Alive, Dead or Alive II, Jack Hammer 2, Cloud Quest, Tower Quest, Pearls of India, Princess of Pearls, Treasure Island, Eye of the Kraken, Legion Hot 1, Solar Queen, Solar Temple, Spinions Beach Party, 1429 Uncharted Seas, Robin Nottingham Raiders. If the player placed bets on any of the games mentioned above before the wagering requirements for the bonus have been met, Foxyplay casino reserves the right to confiscate any amount in winnings excess of a player’s original deposit from the player’s withdrawal.

We consider this rule to be unfair and we set a lower safety index rating in casinos that forfeit the players' winnings for playing a restricted game. In our perspective, if a casino intends to prevent bonus usage on particular games, it should be implemented through software restrictions.

Could you please advise if you've been notified by any system warning or a pop-up window that you were about to play an excluded game that would void all your bonus winnings?

Could you please confirm that you passed the KYC verification?

Kindly forward the chat transcript between you and customer support to veronika.l@casino.guru.

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

Hi Veronika,

I forwarded our chat conversation to your e-mail.

No pop up or warning came up when i opened up the slot games.

I have not done any KYC yet because some of my money just dissapeared right after i was done with the wagering.

Thank you very much, joelkolos01, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.

Hi joelkolos01,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite FoxyPlay Casino to join the conversation and contribute to the resolution of this complaint.

Hi, 

We specify in clause 1.4 that the original and full text is included on our English version of the terms and conditions,

1.4 Den originale teksten om Bruksvilkårene er på engelsk, og enhver tolkning av vilkårene vil være basert på den engelske originalteksten. Dersom Bruksvilkårene eller andre relaterte dokumenter eller kunngjøringer er oversatt til et annet språk, vil den originale Engelske versjonen alltid ha forrang. 

In addition, the player violated the max bet amount throughout his play, the max bet is presented in all languages directly on the bonus info terms. 

The player didn't check it beforehand and also wasn't aware to any of the games which we don't allow since he didn't check the terms and conditions either in Norwegian nor in English. 

Best, 

Foxyplay casino 

i read the terms and conditions that came up when registering an account and claiming your bonus.

As i am playing from norway i was automaticlly directed to the the website and terms in norwegian language.

when reading the terms all the information about the bonuses is there except the list of excluded games.

Why did you choose to not write the excluded games in other languages but english?

and why did not a warning or a pop up come when opening those games?

with this logic you can basiclly come up with any rules and hide them in small sentences to reffer in other languages that costumers must find them selves before playing or claiming a bonus that you offer.

So you attract them with bonuses but then scam them with your terms.

Dear FoxyPlay Casino team,

The rule 1.4 regarding "interpretation of the terms" doesn't really cover situations where you completely skip a crucial part of the bonus conditions. You can't interpret something wrongly if it's not there. However, you mentioned that the player breached the maximum bet rule. Please forward the player's game history to my email address (peter.m@casino.guru) and mark the overbets.

If you read the Norwegian rules the max bet is also 5€

Hi joelkolos01,

I'm currently gathering more information about your case and discussing it with the casino representatives on Skype. I will keep you updated.

Okey thanks

Hi joelkolos01,

There are some strange details regarding the screenshot of the T&Cs you sent. It is not clear how you were able to make the screenshot of the €5 max bet because the casino is convinced that it was €3 from the start. Secondly, the last time we updated the casino's bonuses in our database was on 9.10.2023 and the data suggests that the max bet at that time was already €3. We will discuss this issue internally today and I will get back to you.

i do not know how it can be strange, i simply took a screenshot of the terms as they are in the norwegian language that is all.

i do have more printscreens if it helps i took prints of all terms when i noticed that they just took money from my account

Hi joelkolos01,

I had a long discussion on Skype with the casino representative. I will sum up the whole situation here: The available evidence suggests that the maximum bet was €3 for quite some time. However, this information wasn't present in the specific bonus terms (this was changed) and it wasn't correctly amended in every language (Norwegian, Danish). The casino argues that the English version of the terms prevails, however, the information was completely missing from the specific terms and it was incorrect in the general Bonus T&Cs. You made the effort and were obviously looking for this information and played in good faith under the maximum bet limit you found. This is why we think that you should get paid your winnings or at least have the option to start over with wagering of the bonus. Unfortunately, I wasn't able to convince the casino representative to pay you, so the complaint will become unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to reconsider, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you contact the Antillephone Gaming Authority (https://casino.guru/licensing-authorities/curacao-license-3) 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.m@casino.guru). I wish I could be of more help.

Best regards,

Peter