The player from Russia had experienced a delay in the verification process with an online casino, despite having been initially informed it would take two days. The Complaints Team had advised the player to wait an additional week to allow the casino sufficient time to review his documents. The complaint had been kept open for possible intervention if no progress was made. However, the player later confirmed that the issue had been resolved and the complaint was no longer relevant. Consequently, we had marked the complaint as 'resolved' in our system.
FoxyPlay Casino - Player experiencing delayed verification process.
Amount: 8,800 руб
FoxyPlay Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.8
FoxyPlay Casino has a Safety Index of 3.8, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello, I was told that verification would take 2 days, but now it's the 5th day and I keep getting the same response that they don't know how long it will take.
Automatic translation:
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1 year ago
Dear dxlive86,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Therefore, I would recommend that you wait at least one more week so that the casino has enough time to review your documents. I will keep this complaint open and if there is no development by the end of this time frame, please let us know and we will intervene.
Thank you in advance for your understanding.
Best regards,
Kristina
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1 year ago
Dear dxlive86,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
Translation
The problem has been resolved, the complaint is no longer relevant, thank you.
Automatic translation:
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1 year ago
Dear dxlive86,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
