FoxyPlay Casino - Player’s winnings haven’t been received yet.

The casino still doe not pay me,although i am verified.The time frame of 72 hours via e wallet is not valid and from live chat i have the same automated answers,to be patient,they have traffic and they will escalate the issue to the finance department.They dont even care and its quite obvious.And ofcourse cancellation is always active.

Dear aivas2003,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

The processing time they advertise is within 72 hours.Thats what i read and singed up at the casino. If they want to have customers with fake information about withdrawal process time, players should know that. Ofcourse,thats the reason that they have so bad rake at casino guru. I understand when a casino, especially SG International its not the first time, plans to delay a withdrawal. And really Christina, i came here to have a fast solution or a casino rep response.14 days since requesting a withdrawal is unacceptable, we should be logic.Live chat does not even change a word of the automated answer, thats zero respect to a customer.I am familiar with SG International tactics,its always like that.If it was the first time,i would be more patient.This time,i am not.Thank you for the response

Hello there.I have cancelled my withdrawal cause they didnt pay me although 3 days timeline have passed and luckily,i managed to make a bigger withdrawal of 624 euro.I asked withdrawal on 2/1/2024 and today i reached live chat to ask about my withdrawal,although timeline for withdrawals is 3 days.Live chat accuses me of violating terms and conditions cause i played betsoft slots with an active bonus.Thats totally fake,cause i played betsoft when my bonus was already complete.That is pretty clear at bonus history that shows my bonus complete at 2-1,03.47 and betsoft played at 2-1,04.12,when bonus was already wagered.I have screeshots of bonus and betting history and everything is pretty clear.Everything at this casino is against player.Since the first time i asked a withdrawal before my cancellation,4 days passed and nothing happened although i asked withdrawal via neteller.Chat has no idea of whats going on and today they answered that they will check my issue and get back on monday!!!!...i have checked my bonus and betting history in 2 minutes and they need 4-5 days to check it.Its pretty obvious that everything is happening just to delay and cancel withdrawal.

Thank you very much for your reply, aivas2003. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I had the same message three times,thursday,friday and today-saturday...i have send them the screenshots that show that i didnt play betsoft with an active bonus,i played when it was complete...its in bets history and bonus history..i made the check in three minutes.Also,most of the casinos and i think foxyplay too,when you play with an active bonus a forbidden slot,you get the message"you can not play this slot with an active bonus'..So,from my side,i didnt violate any t&c.it is not something i am quite sure about,it is 100% the truth with screenshots and proof.Its obvious from the way they answer that they needed the weekend to earn more delay.

My withdrawal is in pending mode since 2-1-2024...Last thursday live chat informed me that they will respond yesterday,monday 8-1-2024...Since yesterday,the casino has no live chat available.it seems like nothing is working there.Totally dissapointed .

Thank you very much, aivas2003, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, aivas2003,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite FoxyPlay Casino's representative to join this conversation and participate in the resolution of this complaint.

 

Dear FoxyPlay Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Is the player fully verified? Can you describe how he allegedly breached the casino's Bonus rules, what rules were applied in this case, and where can I find them?

Feel free to send the supporting evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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.

Based on the information received from the player, we are closing the complaint as successfully resolved.

"Foxyplay casino paid me.case is closed.thank you."

Thank you, aivas2003, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru