FgFox Casino - Povlačenje igrača je odloženo.

Hello everyone,

They've been making me wait for my money for over a month now, without giving me a reason. Unfortunately, they're not responding to my inquiries, and I can't get through to live chat. Therefore, I have to file a complaint here. I'm fully verified.

Hallo zusammen,

Sie lassens mich jetzt schon über ein Monat ohne Angabe eines Grundes auf mein Geld warten. Leider antworten sie auch nicht auf meine Anfragen und im LiveChat werde ich nicht empfangen. Deswegen muss ich hier leider eine Beschwerde eröffnen. Ich bin voll verifiziert.

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Dear Themaninblack,

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 that I can fully understand the situation.

• Have you made any successful withdrawals before?
• Have you accumulated your winnings with or without an active bonus?
• What types of games did you play?
• When was the last time you communicated with the casino regarding the delay in processing your payment?

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

Best regards,

Veronika

Hello Veronica,

Yes, I've been a long-time customer of this casino and have deposited and withdrawn frequently. However, since my big win, they've been behaving completely differently. They haven't processed my withdrawal for months, and I can't contact anyone. I wait 3-4 hours each time I use live chat, but no one answers. I've been playing slots without a bonus.

Hallo Veronika,

Ja, ich bin lange Kunde bei diesem Casino und habe häufig ein und ausgezahlt. Seit meinem großen Gewinn verhalten sie sich aber ganz anders. Sie bearbeiten schon seit Monaten meine Auszahlung nicht und ich kann auch keinen kontaktieren, im LiveChat warte ich jedes mal 3-4 Stunden aber niemand kommt. Ich habe Spielautomaten ohne Bonus gespielt.

Have you also tried contacting customer support via email? If so, have you received any response?

It would be really helpful if you could provide me with copies of any attempts to communicate with the casino regarding the delay in processing your payments — for example, emails, chat transcripts, or screenshots. Once you collect this evidence, please forward it to me at [email protected].

Hello Veronica,

I forwarded it.

Hallo Veronika,

Ich habe es weitergeleitet.

Thank you for your email. Am I correct in understanding that the casino canceled your withdrawal requests and advised you to create a new one on October 14? Have you requested a new withdrawal in the meantime? If so, when exactly? Please send me a screenshot of your withdrawal history, showing the current pending withdrawals.

Since then, a withdrawal of 500 euros has been released. The subsequent withdrawal was canceled, and I'm currently waiting for the next 500 euros.

es wurde seit dem eine Auszahlung in Höhe von 500 Euro freigegeben. Die darauffolgende Auszahlung wurde storniert und aktuell warte ich auf die nächyten 500 Euro.

Thank you very much, Themaninblack, for providing all the necessary information. I will now transfer your complaint to my colleague, Samuel ([email protected]), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear Themaninblack,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from FgFox Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear FgFox Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Samuel,

There were some minor difficulties with the withdrawal process. It is now operating normally, and the player receives payouts in accordance with FgFox T&C.

Please accept our apologies for the delays and any inconvenience caused by this matter.

Respectfully,

FgFox Casino Representative

Hello there,

Thank you very much for providing this information and for clarifying the situation. It is good to hear that the withdrawal process is now operating normally.

I would kindly like to ask you Themaninblack to provide an update regarding the current status of the remaining withdrawals and to let me know if there are any further issues. I would also like to highlight that, according to the casino’s terms and conditions, withdrawals should be processed within the monthly payout limit.

Thank you both for your cooperation, as well as the assistance provided by the casino representative.

Dear Themaninblack,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Samuel
Casino.Guru