FoxyPlay Casino - Player's withdrawal has been delayed.

Hello, I requested a withdrawal on April 14, 2023. My account is fully verified and KYC was successfully completed on the same day. The casino's customer service isn't functioning properly - they never respond to emails and I've been awaiting a reply for over 6 days. The chat gives the same message every day, "wait, your withdrawal will be processed today," but it never gets processed. Holidays are coming up and I want my winnings which I legally earned. I deposited 250€ and didn't use any bonuses; I won the money through my own deposit.

According to the casino's terms:

All withdrawal requests are processed in order within 72 hours, unless the requested amount exceeds the equivalent of 1000 Euros in other currencies, in which case the processing time can take up to 7 days.

The amount I requested to withdraw is 501€

and 6 days have already passed, but I still haven't received my money.

This whole time, I've been asking them to lock my withdrawal so I wouldn't cancel it and start betting again, per their terms to process it within 72 hours. They keep saying, "if you cancel it, it's at your own risk." I've been constantly pointing out they are going against their own terms, but they don't seem to care.

I urgently request that you contact the casino and help me to get my money. Thank you very much.

Dear Glamors12,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. In your initial message, you stated that you have been waiting for a withdrawal since April, however, I see in the attached screenshot that you requested a withdrawal on December 14. Could you please clarify the waiting period?

Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi, sorry for the confusion.

I made a withdrawal on 14 December 2023 and have been waiting for a withdrawal ever since.

I played with my own money, not with a bonus.

I have not made successful withdrawals before

my account is fully confirmed on 14.12.2023

Thank you for your reply, Glamors12. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

Dear Glamors12,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.