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Asked for my account to be closed on the 4th November due to excessive gambling and a gambling addiction. I requested it via live chat who then gave me an email address to send my request to. This request went un answered and un responsive until the 13th November. When I emailed again for the 4th time they finally closed my account. This should of been done almost instant and same day as now I have deposited far too much and got myself into a bit of debt. All I want is my deposits back after the 4th of November. Because if they acted on my request I wouldn't off spent that money, I knew I was losing control so that's why I tried to act. They state in their terms that they take reponsible gambling very seriously. Yet they neglected me and prayed on my vulnerability. This is my lost option to obtain my funds back. Please help. Thank you

Dear Woolysheep,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betfoxx Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Is your account currently open?
• Could you please share the communication in which you informed the casino about your gambling addiction?
• Have you informed live chat you already sent the request and it wasn't followed up on?
• My email is tomas@casino.guru

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,

Tomas

Hi

My account is currently closed as of the 13th November.

In my initial email I just requested my account to be closed.

The next day I spoke to live chat and said I needed my account closed instantly due to me being out of control and a addict and that I had sent the email but had no response. She said she would get in touch with the relevant department to get it closed and for me to send the email again.

Still nothing was done and things got the better of me and I just kept depositing whilst being inticed by bonus offers.

I sent more emails and finally after talking to live chat again suddenly I received a email. I received a email to say my account is closed but I wouldn't receive my refund that I requested. I requested they refunded the deposits after the 4th November when I requested my account closure.

Their excuse was that they receive loads of emails and request and that it was in order that they read them. This was 9 days later.

So I informed them of my problems via live chat and also email. On two emails addresses I had hello@betfoxx.com and support@betfoxx.com

Thanks for the emails.

Please understand we believe an online casino should offer a mechanism for permanent self-exclusion due to a gambling problem. If a player informs the casino about their gambling problem the casino should act within a reasonable time to block the player's account and prevent further gambling. If such protection fails the player is eligible for a refund.

• Could you please advise when was the last time the casino allowed you to deposit?

Thanks in advance for your reply.

The last time I deposited was Sunday 10th November.

There was a total number of 13 deposits from when I asked for my account be closed. Totalling £3596

You can see why I asked for my account to be closed 😔

Thanks for your patience.

I went over the evidence. Please understand that in your email from November 4th you didn't specify the reason for the account closure to be your gambling addiction. You mentioned this in your subsequent emails on November 9th. From this point onward the casino should have acted to protect you within a reasonable time from depositing and playing.

Based on the provided timeline and evidence, we ultimately cannot ask the casino to process a refund for any lost funds on your behalf.

Please let me know if I overlooked or haven't considered any information, otherwise your complaint will be closed.

Thanks in advance for your reply.

Dear Woolysheep,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.