Foggy Star Casino - Аккаунт игрока заблокирован.

Good day. Thank you for this service. I've been playing at FoggyStar for a while. I won and wanted to withdraw via EZEwallet. Then I was contacted there were problems and I should use Crypto BTC as a payout. I did that and a day later I had the money.

Then I kept playing and won €3'500 again and wanted to cash it out. The next day I get the message that I broke the rules and my winnings have been confiscated and my account closed. I didn't do anything differently and I don't know what rules I would have broken. The casino didn't answer that. Thank you for your support

Guten Tag. Danke für diesen Service. Ich spiele seit kurzen bei FoggyStar. Ich gewann und wollte auszahlen lassen via EZEwallet. Dann wurde ich kontaktiert es gäbe Probleme und ich soll Crypto BTC als Auszahlung nutzen. Die habe ich getan und einen Tag später hatte ich das Geld.

Dann habe ich weiter gespielt und wieder gewonnen 3‘500€ und wollte es auszahlen lassen. Tag darauf bekomme ich die Nachricht ich hätte gegen Regeln verstossen und deswegen ist mein Gewinn konfisziert worden und mein Konto geschlossen. Ich habe nichts anders gemacht und weiss nich welche Regeln ich gebrochen hätte. Das Casino hat das nicht beantwortet. Danke für Ihre Unterstützung

Dear Engiman,

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 how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated 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 in advance for your reply.

Best regards,

Petronela

Hello Petronela, Thank you for your quick reception of help. I opened the account about 10 days ago and also submitted documents. I can't remember if I received a confirmation that the verification was completed. However, the first payout was paid out quickly (casino only wanted me to switch from EZE to Crypto). I played slots and always without a bonus. Thanks for your help.

Hallo Petronela, vielen Dank für Ihre schnelle Aufnahme der Hilfe. Ich habe das Konto vor ca 10 Tagen eröffnet und auch Dokumente eingereicht. Ich kann mich nicht erinnern ob ich eine Bestätigung der abgeschlossenen Verifizierung bekommen habe. Ich habe jedoch die erste Auszahlung schnell ausbezahlt worden (casino wollte lediglich das ich vin EZE auf Crypto wechsle). Ich habe Slots gespielt und dies immer ohne Bonus. Danke für Ihre Hilfe.

Thank you very much, Engiman, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Engiman,

I will assist you with the complaint from now on. I went over the details of the case and I will do my best to help you. From the email you submitted, it's unclear what rules were broken, and the casino should explain this in more detail. First I would like to ask the representatives of Foggy Star Casino to join the discussion in order to help us resolve the issue.

Foggy Star Casino,

Could you explain why Enfiman's account was closed and winnings confiscated?

Thanks. So far it's unclear to me what the violation of the rules is supposed to be ... You write it is clear from the emails ... is probably a typo ... it is NOT clear from it - correct?

Danke. Bis dato ist mir unklar was denn der Regelverstoss sein soll … Du schreibst es geht aus den Emails hervor … ist wohl ein Tippfehler … es geht daraus NICHT hervor - korrekt?

I got an email today where the casino claims fraudulent activities on my end without specifying anything … as there is nothing I did which is of any kind of fraud!!!! I want to have evidences for these false assertion!

Hello Engiman,

I am sorry to hear that. You are correct. It's NOT clear what they accuse you of from the emails you shared with us. The casino will need to explain its actions more clearly in its reply.

In the meantime please share the newest message from the casino with us. Please, send it to my email at tomas@casino.guru Much appreciated!

Dear Enigman,

By the decision of the administration, suspicion of malicious activity carried out on your part has been revealed. Therefore, it is in our interests and the interests of our players to stop offering you our services.Due to violations of our internal rules, we cannot allow you to continue playing on our site.

We hope this clarifies the situation.

Sincerely, FoggyStar.

Unfortunately, that doesn't explain anything at all, because I don't know what exactly I'm being accused of. I have never been banned from a casino or had my winnings confiscated. My deposits were taken too. This is an incomprehensible action - explain yourself to FoggyStar Casino!!!

Das klärt leider überhaupt nichts, da ich nicht weiss was denn genau mir vorgeworfen wird. Ich wurde noch nie von einem Casino ausgeschlossen oder meine Gewinne einbehalten. Meine Einzahlungen wurde ja auch genommen. Das ist eine nicht nachvollziehbare Aktion - erklären Sie sich endlich FoggyStar Casino!!!

Hello all,

thanks for the reply to the casino representative.

Foggy Star Casino,

Would you be able to provide me with evidence of your claims? Please send us the proof of 'malicious activity' to my email address at tomas@casino.guru Much appreciated!

Hello Thomas,

We have sent you our reply by email.

Sincerely,

FoggyStar

Hello all,

I have received an email from both parties.

Foggy Star Casino,

Please let Enigman know which document you require if you haven't done so already.

Engiman,

Please let us know about any further development with the verification, and about the case. Much appreciated!

Hello Engiman,

The casino representative informed me they requested more documents from you. Make sure to provide the requested documents and let me know about the result. Keep us updated. Much appreciated!

Dear Engiman,

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.

The documents were already submitted last week. Since then I have not received any feedback from FoggyStar Casino.

Die Dokumente wurden bereits letzte Woche eingereicht. Seither habe ich keine Rückmeldung von FoggyStar Casino erhalten.

Thanks Engiman for the feedback.

Foggystar Casino,

Is there any progress with the issue Engiman is experiencing? Were the documents Engiman provided sufficient for you to reconsider your position on the"suspicion of malicious activity"? Please, let us know. Much appreciated!

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.

Hello!

We have good news!

Sorry for the long delay in reply. We took into account all the information previously received from the player during the proceedings and want to re-open access to our project.

We thank you for your patience and understanding and we are sure that such misunderstandings will not arise in the future. For our part, we will try our best to make you, Gerald, like our project.

Sincerely, FoggyStar Administration.

Thanks for the reply to Foggy Star Casino team. We've received also a reply from Engiman:

"Fyi. Case closed. 

Many thanks for your help!!!!!!!!!

Regards. G****"

I am glad to hear you received your winnings. Thanks to both parties for your cooperation. I will now mark the complaint as 'resolved' in our system. 

Do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other online casino in the future. We are here to help.