The player from Ireland had self-excluded from the casino in November but had still managed to reopen their account and place further bets. The player's account was now closed again. The Complaints Team had communicated with the player to understand the situation better and had tried to reach out to the casino for resolution. Despite multiple attempts, the casino did not respond, which led to the complaint being classified as 'unresolved'.
FoxyPlay Casino - Self-exclusion didn't prevent the player from betting.
Black points: 166
Amount: €190
FoxyPlay Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
10 months ago
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11 months ago
Hi i self excluded from this casino by email on the 1st of November. Yet i was still able to reopen my account and bet some more
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11 months ago
Dear bobzzz,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with FoxyPlay Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you reopened your existing account or have you opened a new account in the casino?
- Is your casino account currently accessible to you?
- What response from the casino have you received?
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,
Tomas
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11 months ago
it is an existing account. It is now closed again. Please find attracted conversation with chat last nigh. please keep details private
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11 months ago
Thank you very much, bobzzz, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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.
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11 months ago
Dear bobzzz,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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11 months ago
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.
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10 months ago
Dear bobzzz,
I have established a communication line with the casino team, and they should reply very soon.
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10 months ago
Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.
Dear bobzzz,
I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. I am in contact with the casino representative, and I am still assured that they will respond and provide us with more information. However, since it has been a month without any updates, I have no other option but to close this case. We can reopen this case when the casino decides to respond. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.
Best regards, Jozef
