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I have a pending withdrawl that has exceeded the 15 "business day" waiting period for processing according to their terms and conditions. I have contacted customer support multiple times, three of those times I have been assured the case has been "escalated" with the financial department and I would be contacted via email. I have no acknowledgement or even a reciept for the pending transaction, only if I login to my account do I see a pending withdrawl of £250. Before I could withdrawl I had to provide photos of my bank card (minus Security code) ID and bank details. This took six months to verify.

I have asked the customer service department for some form of evidence that they have sent emails to the department for my withdrawl which they could not due to them being "internal communications" I asked if the departments could be contacted by phone either by myself or the customer service department to which they said there was no phone numbers and email was the only form of communication which I find highly suspicious. I don't believe I will see my withdrawl processed without further intervention from a company such as yourselves. I have also written a complaint to the Cuarcao Gaming Control Board but they do not handle individual complaints. Please help!

Thank you,

Cameron M***

Dear Cameron3094,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, I’d like to emphasize that we received many complaints about delayed withdrawals from this specific gambling establishment. Regardless of many submitted cases, the casino decided to have a No Reaction Policy approach to all our attempts to negotiate any kind of issues.

I can only imagine how frustrating it must be waiting for your money and not having any feedback about when you’ll receive it and I also genuinely hope that your winnings will be sent to you eventually.

• Could you please advise if you've ever received any winnings from this gambling establishment?

Thank you in advance for your cooperation and reply.

Best regards,

Kristina

I have not received any winnings, this was the first time I had won enough to withdrawl due to the minimum withdrawl amount of £250.

At this point I'm not expecting my winnings and will chalk it up to a lesson learned, however I'd like to make as much noise to make them rethink their current operating proceedures. I have also reported them to Cuaracao Gaming Control board.

Dear Cameron3094,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice for Betfoxx Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Betfoxx Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.