The player from Italy, who frequently resided in Poland for work and had obtained permission to play from the casino, had won a total of 16345€. He had been trying to withdraw his winnings, but the casino had placed numerous verification obstacles. The casino had demanded a wide range of documents, including all used cards, 6-month bank statements, flight information, car travel evidence, and translated passport and bank statements. His account and playing access were temporarily suspended. After a thorough review and extensive communication between the player, the casino, and the Complaints Team, the casino reconsidered their initial decision. The player was allowed to complete the KYC process and was provided with a payout schedule for his winnings. The Complaints Team kept the complaint open for several weeks to ensure the payments were made according to the agreed schedule. The player confirmed the receipt of the initial payments and expressed confidence in the continuation of the scheduled payouts. Consequently, the complaint had been resolved and closed as the player agreed with the proposed resolution and the process in place for receiving the remaining payments.
FoxyPlay Casino - Player’s withdrawal has been delayed due to excessive verification requirements.
Amount: €28,303
FoxyPlay Casino
Safety Index:LowCase closed
RESOLVED
Case summary
Hello!
the day 2nd of December I opened the link of the casino and I registered.
i immediately contacted the agents in the chat to ask if it was legal and possible for me that I’m Italian resident to play from Poland as in this moment I’m in Poland as I come here often as the company I work for is based here. They told me it was all fine and I could play and withdrawal because Poland it was valid. Hence I uploaded my proof of residence and ID to validate the account. It was approved and I deposited in total 1.000€. I arrived to 10.000€ but suddenly I was not able to play anymore on first perosn roulette evolution because they blocked me to play. I asked the reasons and they unblocked and I arrived to 16345€ and I decided to stop and withdrawal. At the beginning they started to say in chat that the day week month limits were 1.000/2.500/10.000 but after I told them about terms and conditions they admitted 2.000/5.000/15.000. I started to ask the first 2 withdrawal for 4.000 in total and today I contacted them to have news and they changed totally approach to me starting to ask for a tons of documents: all card used for deposit and failed deposit, all bank statements of last 6 months, flight ticket to proof I will go to Italy and when I told them that I came here in the past by car with a friend they wanted I proof I was in a car. Then I uploaded everything again and then they started to say that it was not enough because suddenly they wanted also passport, bank statement and other documents translated and legalised. I told them that I work in KYC na di know how it works and that I had in the past similar problem fixed thanks casino guru. Moreover bank statement and passport are already official and valid. Now they are saying me they won’t send me money. This is very sad because when someone lose is ok but once someone is lucky they do like this. I will upload all the screenshot of my balance, transactions requested and chat
Dear ricmastrangelo,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with FoxyPlay Casino.
Congratulations on your impressive winnings! However, as this is a significant amount of money, the casino may require additional documents for verification. Please understand that KYC is a crucial process that ensures the money is sent to the rightful owner. Since the casino cannot physically verify the identity of all players, this is the only way they can complete the verification procedures. All reputable and licensed casinos take KYC seriously, and it may take a few working days to complete this thorough process.
Have you received any withdrawals from the casino? Also, could you please let me know which of your documents have not been verified yet? Have you provided all the requested identity documents on time and in the correct format? When exactly did you send the last one?
We hope to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Greetings. My account is not suspended. I can enter it and I have already requested 3 withdrawals of 2k/2k and 1k not yet approved. I sent all the documents but their requests are constantly changing. Yesterday they told me that they wanted translated, legalized utility bill and also legalized e bank statement but I had already sent proof of residence passport, id, bank statement, all the cards and also last night they also asked me to prove my temporary residence in Poland via proof of Polish residence (done), house contract (done), bank statements where I receive my salary (done). I sent everything. Last night they told me that everything was fine with this new documentation and no more legalized documents were needed. So I sent everything yesterday already. Then, they started not responding in chat anymore even though they always view what I write. They told me it was ok for withdrawals but they are trying to make me play again. I sent passport, id, 3 cards, plane tickets, 3 bank statements, 2 proof of residency is still. I think that's enough, right? I work in KYC and we have never treated customers like this. Now starting to respond even in a grumpy way in chat or in replying at all. I sent everything and would just like to withdraw my winnings
The account was verified on December 2nd when I specifically asked if I could play in Poland since I now live here temporarily for work despite having permanent residence in Italy. They said sure you can play and withdraw. Please help me because it is impossible to communicate with them
Plus I never received any communication via email but only via chat with different answer everytime
Everytime I was providing info and documents immediately they were starting to invent I should provide new ones. At the beginning they were very helpful but when I started to lose money and I wanted to play again at first person (my favorite game where I’m lucky) they blocked me that game. After that they unblocked and I won so now they can’t accept I don’t want to play anymore and just take winnings
update: now I no longer receive replies in chat or email. I'm just viewed and ignored without getting any more responses.
I invested 1.000€ and now I cannot see my total of 16,345€ so basically they have stolen my money. I hope someone will help because they started to don’t reply anymore even in chat or mail 🙁 and I did everything in a legit way. I see the casino allows vpn but I did not use because I’m always careful and transparent that’s why I asked before deposit if I could play from Poland and I did cause it was confirmed. In this case I could have used a vpn and cheat the system without asking but I didn’t. That’s not correct. I’m seriously frustrated, angry, sad and I lost even pleasure to play on online platforms cause it is a loose-loose
until 2 days ago they were giving me vague answers everytime and then said I could win even more. Then I started withdrawal and told I don’t want to polar anymore and from that now I have no answers anymore in chat or emails and time of withdrawal is passed.
is the first time in chat they even don’t reply anymore.
please I hope you will help me to fix because is not fair. I deposit my money and I fairly won
Update: I brought my balance to 20.000€ in total but now they blocked me even to be able to ask the withdrawal in the system. It’s insane
It is possible to request withdrawals again but I am sure they will be rejected again. The serious thing is that it's been almost a week since I received any response by email or chat to my questions or messages. But a friend told me that they respond to them in chat. It's a shame. I hope the Casino takes responsibility and pays the winnings!
They have just cancelled the bank transfer from methods in order to me to not be able to ask withdrawals anymore. I have a balance of 22.343€! Can someone assist or not? All of this is a massive scam and I want to have my winnings
Fantastic. Now I’m also blocked to enter in the account!
First they blocked me to play
Then they started to dont reply
Then they blocked me to withdraw
Now I’m blocked.
Please assist, these criminal stole my 1.000€ of deposit and in total more than 20.000€ of winning which I had in real balance
The problem is not about only the winnings but also about my deposit of 1.000€ so is not just a scam but a criminal act
Thank you very much, ricmastrangelo, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.
Dear ricmastrangelo,
I'm Michal, and I have taken over your complaint. I have reviewed this case, and I empathize with you that your user experience is far from ideal. We would like to see the winnings paid to the player on the same day when the withdrawal was submitted, however, this is not always possible. It is an industry-standard that casinos need to ask players to undergo a Know Your Client (KYC) and Anti-Money Laundering (AML) process, especially when the winnings are of a higher amount, and these processes take some time to be finished. I can agree with you that the casino was asking for a lot of documents from you and that the KYC and AML checks can be done more quickly or user friendly, however, they are industry standards, and it is expected that the player fully cooperates. I will contact the casino to shed more light on the situation.
We would like to invite FoxyPlay Casino to join the conversation
Dear FoxyPlay Casino,
While I understand that Know Your Customer (KYC) and Anti-Money Laundering (AML) procedures are vital, it seems the player has provided you with a lot of evidence, which triggers my curiosity as to why this is still not sufficient and why the player's account is blocked now? Is there any specific reason why you require even further evidence from the player? If the information can't be shared publicly please forward them to me at michal.k@casino.guru
Good morning. I work in KYC/AML so I know what he's talking about however all of this seems to have gone downhill just because I won.
Thank you for waiting and I hope for a fair resolution as soon as possible 🙂
I deposit 1.000€ of my private money. I’m not receiving my winnings, also my 1000€ are in that big winning.
please someone would help. This is not fair, I’m a human being and in that 1.000€ there was also my hope and my work behind. This is very terrible. I cannot enter the account either. I don’t know if you are scammer or there was only a problem with communication (I hope) but send me back at least my money. This is very sad
Hello,
The player registered his account details in Italy despite the fact that he lives in Poland, he claimed that he lives in Italy but in fact he has Polish residency, Polish bank account and Polish rent contract.
Attached are the proofs that the player is a Polish resident that lives and works in Poland.
The player breached our terms and conditions section 5.4 by providing false information stating that he lives in Italy while he is a Polish resident.
Let me know if you need more details or information.
5.4 In certain circumstances we may have to contact You and ask You to provide further information to us directly in order to complete the Checks. For this purpose, we will be entitled, at our sole discretion, to require that You provide us with a notarised ID or any equivalent certified ID according to the applicable law of Your jurisdiction or otherwise, proof of address, utility bills, bank details, bank statements and bank references and any documentation that validates your source of funds. Until such information has been supplied to our satisfaction we may prevent any activity to be undertaken by You in relation to the Account or we may, where we reasonably believe that deliberately incorrect or misleading information has been provided by You, keep any amount deposited on the Account following the closure of the Account by us.
Best regards,
Foxyplay Casino
Maybe there's a miscommunication here.
I am an Italian citizen and have my permanent residence in Italy. For this reason I asked, before depositing, if I could play and I was told yes!
in this regard, when you blocked my withdrawals and asked me to provide new documentation, I provided you with everything you asked for:
-identity card
- proof of Italian residence
-copy of deposit payment methods
-also copy of the payment methods of failed deposits
- proof of Polish residence since I work here (I sent you a copy of my temporary residence here and also the Polish account)
-passport
-you also asked me for the bank proof of origin of the funds and I provided it to you
-I also sent you a copy of the house contract
-you also asked me for other irrelevant personal information and I provided it to you
now, considering that I asked before depositing if I could play from Poland and you told me YES, considering that both Italy and Poland are non-restricted countries, considering that I didn't use any VPN, considering that I provided you with everything, I wonder which one it is the problem now.
furthermore, this misunderstanding does not justify the fact that you stopped responding in chat, by email, that you created problems for me while playing to make me lose or blocked from some games. Furthermore, I was called a liar by one of your chat members and made fun of. This is not acceptable
my question is: what more do I have to do to get my money?
because it is evident that there was only a misunderstanding since I am actually resident in Italy but only temporarily here so I considered Italy as the first choice and also I provided you with anything you asked for.
then I would simply like to understand if you intend to collaborate and reach a solution or not because there is no transparency and clarity on the part!
WHAT SHOULD I DO TO GET MY ACCOUNT AND WINNINGS BACK?
Thank you
Also, you are talking about wrong information but you forgot to mention that you caused me to constantly crash good games to lose (I have all video sessions recorded). You constantly hindered me and when you saw that I was winning at Roulette Evolution you magically blocked me and I could no longer play. Aren't we talking about this?
Let me know what to do to get my money or if I won't see it
By my side there was a genuine "error" after you told me I could have played from here being Italian.
but I fully cooperated with all the docs hence I’m asking your further assistance
Since I am at your complete disposal, I kindly ask you to know what else to provide to get my withdrawals!
Hello,
The player registered his account details stating that he currently lives in Italy, he provided false information regarding his current place of living and address by declaring that his place of living and residency is in Italy.
After asking the player for verification documents (KYC) he admitted that he provided with false information regarding the place of living he registered his account with and that he is a Polish resident living and working in Poland.
The player provided us the documents attached in the previous email stating that he is currently living, working and a resident in Poland.
By initially stating that he lives in Italy and registered his account details in Italy the player breached our terms and conditions clauses 5.1.1 5.4 as he deliberately provided with misleading information regarding his account details.
5.1 You warrant that:
5.1.1 the name and address and any other requested information You supply to Us when opening Your Account are accurate and truthful
5.4 In certain circumstances we may have to contact You and ask You to provide further information to us directly in order to complete the Checks. For this purpose, we will be entitled, at our sole discretion, to require that You provide us with a notarised ID or any equivalent certified ID according to the applicable law of Your jurisdiction or otherwise, proof of address, utility bills, bank details, bank statements and bank references and any documentation that validates your source of funds. Until such information has been supplied to our satisfaction we may prevent any activity to be undertaken by You in relation to the Account or we may, where we reasonably believe that deliberately incorrect or misleading information has been provided by You, keep any amount deposited on the Account following the closure of the Account by us.
Best,
Foxyplay Casino
But in reality what you say is not quite the truth. I am an Italian citizen and have residence in Italy. At this precise moment, in fact, I am in Italy!
I also have a temporary residence in Poland which I use because I have a rental contract and have to go there often during the month. So, it is absolutely not true that what I said is not true.
I am an Italian citizen and permanent resident.
Furthermore, after your unprofessional pressure I said that I was in Poland at that moment since I was in Poland for work and the fact that I have a temporary residence in Poland does not violate any conditions or terms since I am an Italian citizen and resident. Furthermore, I have provided you with everything you requested and you are not cooperating. How do you prove to me that I am not a resident of Italy? I am in Italy at this very moment as I have my residence here.
Furthermore, both Italy and Poland are not restricted countries so even though I was an Italian resident I could play from Poland (YOUR CHAT CENTER GUARANTEED THIS RIGHT BEFORE I DEPOSITED!).
At this point I want my winnings because I don't believe your thesis is correct and truthful and in any case, even if you didn't want to pay my winnings for your invented reasons, I would have the right to the refund of my €1000 invested because in this case you would be arbitrarily stealing money from an account that, in your opinion, is void.
So, either you pay me the winnings as it should be (and I also told you that if you have financial problems I could also accept having half of them) or you have to return my €1,000 invested.
decide because otherwise I will have to go to the judicial authority
Dear ricmastrangelo,
Did the casino team ask you for your Italian documents like ID, proof of address, etc.? If so, have you provided those documents?
Certain! It was the first thing I did. I verified the account on December 2nd with an Italian identity card and Italian residence. Then I deposited and played.
then they started asking for all the used cards and I did
then they started asking for plane tickets and I did
then they asked me for a passport and I sent it
then they also asked me for a Polish temporary home contract and a Polish temporary residence and I sent them and I also sent the Polish bank statement because they told me that the last step was to see where the funds (my salary) came from as outlined in everything I sent.
Are we joking? You verified me, I sent everything and you still support this? I didn't violate anything. I'm Italian and I live in Italy (I'm there right now)!
since I work on a contract in Poland I need to have a temporary Polish residence and rent to travel a few times a month! THIS IS NOT A CRIME AND DOES NOT INFRINGE ANYTHING! EVEN BECAUSE
1) I am Italian and Italian resident and the documents prove it
2) your customer service made it DAMN EXPLICIT to me: as you can play and withdraw even if you are in Poland.
You guys are really scaring me psychologically. I sent you everything and I also said that if you don't have €30,000 because you're a new mess I'll also accept half and in any case necessarily my total deposit of €1,000. I WANT MY WINNINGS!!
Furthermore, you have always hindered my games by disconnecting me when I bet 3 times in a row with €20 or you have prevented me from playing certain games.
does this not violate any terms?
Kindly pay what I am owed because I am really angry and want to proceed through legal action
Dear ricmastrangelo,
Will it be possible for you to take a selfie in front of your house, as you are in Italy now? Please make sure the street name is visible as well, and you are holding a paper with today's date and FoxyPlay Casino written on it. Or maybe ideally shoot a short video of this, I believe this will be a strong proof of your Italian residency.
Certainly. I am available to do both. At the moment I'm working (because as mentioned I also have to go to Poland but I can work from Italy),
As soon as we take a break I will take care of taking both a photo and a video. Where can I upload them then?
it would really be a great gesture to receive help since I see myself as really deceived
I have just sent to the email of casino
selfie in front of the street with paper and document
video with paper and document of the street
video of the entrance of the city with paper and document
I assume now is it enough? It is incredible all of this.
what should I do more?
Dear ricmastrangelo,
I fully understand your frustration with the whole situation, and I appreciate your cooperation. I'm in discussion with the casino team to find an appropriate resolution. Do you have saved your conversation with FoxyPlay support where they confirmed that you can play and withdraw even if you are in Poland? If so, please forward it to me at michal.k@casino.guru
Dear Michal,
of course I collaborate because I am honest and I would just like to reach a peaceful solution given that I trusted and invested my money.
unfortunately not 🙁. I looked in the screenshots but it's not there. It was written to me on December 2nd shortly after midday in chat (when they were still kind and responded). I'm sure they have all the timelines and can check this thing because it's the pure truth. In fact I trusted them and when I saw that they started behaving like this I started taking screenshots of everything. For example, I also have the screenshot in which, after sending all the documents, they told me "you will certainly get your winnings because we are a serious and licensed casino" 🙁
Do we have any news? It is almost Christmas and I would like to start doing gifts to my family. Can you gently unblock my account and send my more than 27.000€ of winnings? I don’t see the reason why I should not receive my winnings
Dear ricmastrangelo,
I have 'nudged' the casino rep, but the holiday season makes this a challenge as the individuals handling your complaint are currently on holiday. I hope there will be new developments in the coming days. While I recognize that this is not an ideal situation, the current circumstances unfortunately limit our options. In this regard, I thank you for your understanding and patience.
Hello Michael, first of all I wish you a merry Christmas and good festivity,
Yes, I can understand the matter and I’m confident we will find a solution as soon as possible.
In this term, do you think there will be the chance to be finally unblocked and withdraw my winnings?
I totally understand the period and I can wait, important is that we will solve the issue finally and the thread on website is extended.
Will you let me know?
Thanks in advance,
Best
Hello,
We are still investigating the issue. We will provide you with updates as soon as possible.
Best,
Foxyplay Casino
Here we are still talking about the problem to be examined.
What more is there to look into?
I also took the video in front of my house and photos at the entrance to the town with a sheet of paper.
I'm still stuck and can't withdraw.
If we kindly resolve the issue it would be a truly excellent signal for your reputation but also for me who saw myself blocked for no reason and unable to withdraw my winnings
I would also like to specify that, at the time of the complaint, I had €16,345 in my account but then I continued to play and win and I reached more than €27/28,000. (I don't remember exactly why I was blocked).
Kindly if it is possible to change the title and I want to have my winnings. I'm really losing my patience
yesterday I have received this email from Wlc SoftGaming but still, at this moment I cannot enter the account as disabled!
i would like to know more because I don’t understand how can I withdraw winnings if I’m disabled. Eventually I have provided via email my data but still I would like to have some confirmation as nothing is clear yet to me and till I don’t see the money I’m not sure of the real outcome here
Hello, today WLC SoftGamings payouts emailed me saying that after public holidays, the 9th of January they will start sending payments and the schedule for the entire amount and payments.
Gently let’s keep open the thread till the final positive resolution of the issue.
For now thanks to everyone for the collaboration, to this Association, WLC and the Casino itself
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.
Hi, why unsolved?
from the agreements made with SoftGamings and the FoxyPlay casino it would seem that the first payment will begin on Tuesday 9 January and I will receive the calendar of all payments to withdraw the entire sum
As per communication and agreement with SoftGamings WLC payouts I will be paid 28.303€ as all winning were finally declared legitimate. 9th of January I "should" in theory receive the first payment and schedule of every payment to reach 28.303€ in accordance to terms and conditions of withdrawal of FoxyPlay.
I still ask to keep the thread open till the finalisation of the entire amount won please.
I ask FoxyPlay to reply in the thread to confirm what already confirmed ny email by them too
Best regards
Dear ricmastrangelo,
I want to clarify that my previous response was an automated reminder for the casino. Most of our communication with you and the casino team has occurred outside of this thread, rendering the partial information in this thread unnecessary.
Following our recent email correspondence, I am glad to say that we were able to clarify the situation. The casino team reconsidered their initial decision, allowing you to complete the KYC process, and subsequently provided you with the payout schedule for your winnings. As we discussed via email, I will keep this complaint thread open for a few more weeks to ensure that your payments align with the agreed payout schedule. I have confidence that the casino team will adhere to the schedule, ensuring you receive all your rightful winnings.
I would like to thank both parties for their cooperation.
Hi Michal,
All right
as per the email received, it is fine as you proposed
cordially and thanks to you, the team and the FoxyPlay Casino for fully understanding my truth and good faith.
It will be in my interest, once all the funds have been received, to positively recommend the casino as a reliable platform
Sincerely
Dear ricmastrangelo,
I hope this message finds you well. I would like to verify if you have been receiving payments according to the established schedule and if the casino's team is maintaining regular communication with you.
Hi Michal,
so far I have received the first 3 transactions according to the agreements. The fourth is scheduled for tomorrow!
as already discussed privately, I am having some difficulties with Foxy by email, perhaps because they have planned a closure but in any case I am in contact with their managers who are extremely kind and helpful. Let's see how it goes 🙂
Dear ricmastrangelo,
I hope this message finds you well. I'm just checking if everything is going as agreed with the casino team. Is everything all right?
Good morning and happy Friday, Michal!
At the moment yes with 6/17 approved according to schedule. We look forward to the next ones, let's keep in touch
Thank you
Dear ricmastrangelo,
Thank you for the update. As anticipated, the FoxyPlay team is processing your payout in accordance with the agreed schedule.
Unfortunately, we cannot keep the complaint open until you receive all your winnings. If you agree, I propose closing this complaint for now, considering it resolved. I am confident that any outstanding payments will be settled according to the established payout schedule.
Should you encounter any concerns regarding the payout and you feel that the casino team is not addressing your issues adequately, please don't hesitate to contact me again at michal.k@casino.guru. I will make every effort to assist you. Is this arrangement acceptable to you?
Good morning and good beginning of the week, Michal
so far the schedule is being respected and in 25 days it should be finalised according to the calendar scheduled.
it would have been great to keep the thread open but I can understand the rules of the platform.
so if it is not possible to keep it open we can do that we keep in touch in private email and in case of anything (hope not and don’t think so) we could reopen?
Dear ricmastrangelo,
As previously mentioned, I have full confidence that all pending payments will be resolved as per the agreed payout schedule. However, if there are any deviations from the plan, please feel free to reach out to me directly. I will be ready to reopen the complaint if necessary. Are you comfortable with closing this complaint as resolved now?
Hello Michal 🙂
sorry for late response but I forgot and now, reading email, I’m writing.
yes please, proceed as mentioned and if anything happens we can reopen 🙂
best regards
Thank you for the confirmation, ricmastrangelo.
As previously mentioned, if you come across any issues with the payout and you believe that the casino team is not handling your concerns appropriately, please feel free to reach out to me once again at michal.k@casino.guru. I will reopen this complaint if needed and make every effort to assist you.
As the complainant confirmed that the issue has been resolved, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino Guru
