Dear Casino Guru,

I am reaching out to you because an issue has arisen which I was unable to resolve with the company. Allow me to briefly describe the situation. I have made a total of 3 deposits at the casino, one of 400 euros, one of 500 euros, and most recently 500 euros. In order to make my first withdrawal, they requested verification of my initial deposit. I sent them an e-statement from my Revolut bank. The first withdrawal was successful. Subsequently, I requested the second withdrawal and once again they requested documentation certifying the last deposit I made. I followed the exact same process by sending them the official bank document. This time, the document was not accepted as they claim that the correct date is not stated. I repeatedly attempted to explain to them via live chat that this occurs because bank transfers typically take at least one day to reach the recipient, which is common knowledge. Specifically, they requested the document for the deposit made on 2024-05-08, while my bank refers to this deposit with the date 2024-04-09. Here, I would like to note that the document I sent them also includes the first amount of 500 euros that I deposited, again with a one-day difference. I requested them to verify the recipient of the payment as stated in the document, but this was not accepted either. Thus, I am requesting my entire capital and profits back as I have fallen victim to fraud by fgfox.

Finally, I would also like to inform you that I have the full history of my conversations with them.

Dear Dinos,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise what the casino customer support suggested when you informed them about a difference between the dates of your deposit and the date shown on your bank statement?

Have you tried sending to the casino a bank statement showing your transactions since the beginning of May?

Please forward all the communication between you and the casino customer support that could be relevant to the investigation of your case. My email address is [email protected].

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

Best regards

Veronika

Dear Veronika,

Unfortunately the VIP account manager told me that the withdrawal cannot proceed, he didn't suggest solution. I sent them all the history for the month of May in wich two of the the three withdrawals took place. I have emailed you all the photos. As you will see, even on the first withdrawal request I made, the company made it difficult for me. In my opinion, this was another deceptive tactic to prevent me from withdrawing my winnings. I have labeled the screenshots in numerical order to make it easier to read and understand the sequence of events. Note: Number 1 refers to the initial communication I had with the casino, and number 5 refers to the last communication. Finally, I want to inform you that when asked to verify my first deposit of 400 euros with a screenshot, the following message was displayed by Revolut bank on the screenshot (file named "First Proof of Deposit"): "It may take additional time to credit the recipient's account." After this screenshot, they did not ask for further verification of my deposit with screenshot, but instead requested an e-statement in order to exploit the time delay in receiving the capital and avoid paying me my rightful winnings.

Best Regards,

K. N.

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

Hello Dinos,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

Additionally, could you please send me a screenshot of the payment from 2024-05-08? Please provide it in the same format as the file named "First Proof of Deposit," so we can clearly see the timeline of the transfer and the recipient. It would also be helpful if you could provide the same information for the third deposit, as it is also considered part of the disputed amount.

Also, to keep things clear, have all your deposits been credited to your casino account? I would appreciate it if you could also provide a screenshot of your casino's deposit history from the date of the first payment to the last one.

You can send the screenshots to my email address at [email protected].

Thank you in advance for your cooperation!

Best Regards,

Jakub

Dear Jakub,

Unfortunately I have no updates on the resolution of the issue. I have sent you all the necessary screenshots to your email as requested. The casino's history shows that a payment is pending. I do not know the reason why this is happening, but I can confirm that no money has been deducted from my account, nor have any additional funds been added to my account at FGFOX. Just to let you know, that the balance of my account has not been credited with anything more than what I have won from playing and from my three deposits.

Best Regards,

K**** N****

Hello Dinos,

Are there any updates regarding your case?

I would like to invite FgFox Casino’s representatives to join this discussion in order to resolve this issue.

Dear FgFox Casino,

Could you please provide an update on the status of the player’s verification process and withdrawal request?

Best Regards,

Jakub

Hello Jakub,

I have carefully reviewed the situation and want to explain some of the points about the complaint. 

First of all, I would like to point out that we may request transaction histories of the payment methods used for the period of up to twelve months, including credit card statements, etc. in order to verify the source of the funds deposited to players account, reserving the right to suspend all financial transactions until receive the requested information.

The second point is that the player provided a card statement that contained insufficient information to verify the deposit. We requested from the player detailed information for the first deposit made with a credit card.

I strongly recommend the player to contact the bank's support service in case of any difficulties in finding the necessary confirmation himself, and also to cooperate in the verification process our customer support service will help at any time.

Thank you for your interest in this complaint.

Best regards,

FgFox Casino representative

Dear FgFox Casino,

Thank you for the clarification. I understand and agree that you have every right to request documentation proving the source of the funds deposited into the casino account. However, could you please explain why the recipients of these three particular transactions differ in each case? The first transaction is addressed to the actual casino operator's company, but the subsequent ones are not. Despite this, these payments were credited to the player's account. I assume there is a reason for this on your end.

Thanks in advance!

Dear Kubo,

The recipients of transactions may differ depending on the payment method.

The first transaction was made via wire transfer and the confirmation of this transaction was provided by the player. The other two transactions were made via a credit card. We need to get the details of the credit card transactions claimed by the player as deposits at FgFox Casino to ensure that these are the ones. Actually, different recipients of transactions made by the same payment method is one of the reasons why the bank statement provided for verification was declined.

Dear FgFox Casino,

Thank you for the clarification. However, the player claims to have used only a single payment method, and the screenshots of the transaction details show no visible differences. Therefore, I must request evidence confirming that the player used two different methods to deposit funds into their account.

Could you please send all available evidence to my email at [email protected]?

Thank you in advance!

Kubo

Dear Kubo,

Additional information regarding this complaint has been sent to your email. I hope the information provided will bring clarity to further investigations.

Dear FgFox Casino,

Thank you for your message. Based on the provided evidence, it is clear that the player made his second and third deposits differently. While the first deposit on April 17th was made via direct bank transfer, the subsequent deposits on May 6th and May 8th were made using a VISA/MasterCard.

Dear Dinos,

Under these circumstances, the casino has the right to request an additional document to confirm that the card used for the deposit belongs to you. Could you please specify how you made your deposits on May 6th and May 8th? Did you use the same procedure as for the deposit on April 17th? Could you please share your deposit history from your casino account here in this thread or by sending a screenshot to my email address? ([email protected])?

Dear Kubo,

From my side, all the money left from my Revolut bank account, and no other bank was involved. It is likely that the first deposit was made through a bank transfer from my Revolut account, and the subsequent deposits were made via a card which is a VISA and also belongs to my Revolut account. I send you everything you asked in your email. At the same time, I sent a copy of my card to fgfox as well.

Hello Dinos,

Thank you for providing additional documents. Have you also sent the pictures of your card to FgFox Casino?

Dear FgFox Casino,

Upon reviewing the player's card, it is clear that the card number matches the numbers on the bank statement provided. I kindly ask you to review the submitted documents once more and provide your assessment. In my opinion, this should serve as acceptable proof that the deposits were made by the player using his own account.

Thank you in advance for your response!

Dear Kubo,

Yes, we have received pictures of the credit card used to make the payments shown on the bank statement, but this still does not confirm that these payments are deposits to FgFox Casino. Consequently, it does not prove the source of the funds in the casino account.

During this month, our support manager made several direct and clear requests to the player for details of credit card transactions that the player claims as deposits at FgFox Casino but received no response.

I also kindly ask the player to provide bank statements for deposits, which will show transaction details, the client's full name, date, and amount of payment. In this case, a credit card picture may be as an additional confirmation, but not the main one.

Perhaps the player sent CasinoGURU more of the necessary data that allowed you to conclude that the information was sufficient for verification but we have not received anything that could clarify the situation since this complaint was opened. Therefore, I respectfully ask you to encourage the player to cooperate with us from your side.

Thank you in advance!

Dear FgFox Casino,

Thank you for your message.

The issue at hand is that card transactions in the player's bank statement, which they claim to be deposits to FgFox Casino, lack additional details such as a reference number. This contrasts with wire transfers, which usually provide the sender with more detailed information, making it easier to identify and validate the transaction if needed.

The question arises: How are incoming transactions internally matched with a specific sender?

I believe you have access to transaction metadata such as card numbers, transaction IDs, timestamps, and unique identifiers within your incoming transactions. This allows you to match the player's transaction using the reference number generated by your system, even if the player's bank statement does not display detailed information.

In summary, while card transactions may appear less detailed on a bank statement, the casino relies on a combination of transaction metadata, unique identifiers, account linking, detailed payment processor reports, and both automated and manual review processes to accurately match incoming transactions with specific senders. This comprehensive approach ensures that player deposits are correctly attributed to their accounts, maintaining the integrity and efficiency of the casino's payment system.

Kindly note that I fully understand the need for the verification process. However, I would like to request your indulgence in this special case. The player is trying to cooperate but is unable to satisfy your requirements due to the lack of detailed transaction information on his bank statement. I would appreciate it if you could take an extra step and review the incoming transaction metadata, as this information is inaccessible to the player.

Dear Dinos,

Could you please send me your bank statement from the date of your first deposit up to today's date? This will allow us to check for other casino transactions and ensure that the transactions you are claiming as deposits to FgFox Casino are the only possible options. Additionally, if you have any new facts or evidence that could assist in resolving this case, I kindly ask you to share them with both me and FgFox Casino.

Thank you everyone.

Dear Kubo,

I am very sorry to hear that fgfox is trying to deny my deposits. I do not understand why this problem is arising now. When I made these deposits, all three times, the money was credited to my fgfox account immediately. I have emailed both you and fgfox the detailed statement from my Revolut bank for the months of April and May, during which the three deposits were made. Additionally, I have sent you a supplementary screenshot of the response I received from fgfox when I sent them the bank card from which the transactions were made. I do not know what other document/screenshot or anything else could help resolve my case, but I am willing to cooperate.

Best regards,

K**** N****

Dear Kubo,

Thank you for your message. In non-standard situations like this, we rely on transaction metadata matching. Due to insufficient information in the player's bank statement, we decided to depart from the usual transaction verification process and as an exception verified the player's account based on the information provided earlier.

Dear Dinos,

Considering your situation and cooperation in the matter, we decided to verify your account despite the insufficient information in the bank statement. Now the withdrawal option is available to you again.

Keep well all! 

Best regards,

FgFox Casino Representative

Dear FgFox Casino,

Thank you for your message. I genuinely appreciate your dedicated approach to this case. This situation is indeed non-standard, and I'm grateful for the extra effort you've taken to investigate and resolve it for the player's satisfaction.

Thank you for your understanding and valuable cooperation in this matter!

Dear Dinos,

Could you please submit a new withdrawal request and inform me once you receive your funds?

Dear Casino Guru,

Things were a bit different for me during the withdrawal process. I tried to withdraw using the same methods I had used for previous withdrawals and deposits. However, they were not available, so I requested my money via bank transfer (wire transfer). I am writing to inform you that the money has been deducted from my account, and the withdrawal status is listed as pending. I requested my money on July 1st, and we are still waiting.

Dear Dinos,

Withdrawal via wire transfer requires filling in bank details on your part. Once the withdrawal was confirmed from the Casino's side, our manager sent you instructions on how to do it to your email. A wire transfer cannot be sent until you have filled in your details in the appropriate section.

Please do so to receive the funds as soon as possible and be kind enough to inform Kubo about the funds received so he can give a verdict on this complaint.

Best regards,

FgFox Casino Representative

Dear Dinos,

As the casino representative already mentioned, it would be best if you follow the specific instructions sent to you by email from the casino's management to get your funds as soon as possible. Also, as mentioned, please let me know once you have completed the steps and received your withdrawal.

Thank you in advance for your cooperation.

Dear Dinos,

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.

Dear Kubo,

I recieved my money back from the casino. I want to thank you a lot for your help!

Best Regards

Dear Dinos,

I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.

Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (https://www.trustpilot.com/evaluate/www.kpvfaw.com).

An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best regards,

Kubo