Betfoxx Casino - Счет игрока был закрыт, а выигрыши конфискованы.

I had won £1500 and requested to withdraw £500 x 3. I have waited 15 business days before they ask me to send ID, wage slip bank statement, Passport utility bill, they then replied 3 days later saying my documents could not be verified but the anti money laundering device provider! They did not provide and reason for this or which documents they couldn’t verify, everything has my name on it and I gave them everything they asked for. The close my account and confiscated my winnings.

Dear Kellymoggy,

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. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Which documents did you provide? Did you provide everything in the correct format?
• Did you accumulate your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Hi,

I was playing on slots, mostly Big Bass. without a bonus.

they asked for the following;

A photo of the bank card from which the deposit was made (if there are several cards, it is enough to provide a photo of one), as well as a selfie with this card;

2.⁠ ⁠Your photo with a passport (ID card) near your face (all data in the document must be clearly visible and not covered);

3.⁠ ⁠A photo of your passport (ID card) with all personal data, next to your other personal document of your choice (tax certificate, insurance certificate, driver’s license, birth certificate, international passport, military ID, etc.);

4.⁠ ⁠Source of Wealth (Payslips ; explanation on where the deposited funds originate from.)

5.⁠ ⁠Your gaming account ID (ID is indicated in your account in the upper right corner under the "Personal Account" button).

6.⁠ ⁠⁠Utility bill with clear name and address issued no longer than 90 days ago.

7.⁠ ⁠⁠Bank statement with clear name and address issued no longer than 90 days ago.

Thank you for your reply, Kellymoggy. Do I understand correctly that you provided all these documents, yet your account was closed?

Yes that’s correct

Thank you very much, Kellymoggy, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Hello Kellymoggy,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Betfoxx Casino representative to join this conversation and participate in resolving this complaint.

Dear Betfoxx Casino,

Could you comment on this and state why the player's account got blocked?

Thank you in advance for providing the information.

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru