FgFox Casino - Spilleren kritiserer uansvarlig spilpraksis.

On April 2, 2023 I created an account with FGfox. From this moment until the last period, I have made many deposits into this account. Unfortunately, during this period I became addicted to gambling and lost a lot of money and therefore incurred high debts, which hindered me enormously in my daily life.

I understand that I am responsible for choosing to make a deposit. However, I believe that FGfox has treated me very poorly and has been negligent in several areas in taking action in various situations that I will explain below.

During my entire registration period with FGfox, I requested contact by email a total of 7 times to close my account. Several times I also mentioned that I had problems with gambling and lost a lot of money and therefore wanted to close my account. However, despite all these requests, I always had the opportunity to continue playing and therefore lose more money because my account was not closed.

On the following dates I asked again and again to close my account.

- June 30, July 21, August 14, August 15, August 23, October 25 and November 14.

Below I have listed some facts to clarify the situation

- I received no response at all to my requests of August 14 and October 25. On both dates I requested FGfox via email to close my account, but this was never responded to.

- Part of email contact August 23:

Me: Yes but I dont have money right now for deposit so please close my account FG: Maybe you'd like to take a break for a month or two?

Me: I'm not interested. Please close my account

FG: But why don't you want to make new deposits? I know you like our games ^^

- Part of email contact Nov 14:

Me: Okay please close my account,

FG: I have passed on your request to the administration.

We will get back to you with feedback as soon as possible.

Thank you for the wait!

FG: You will be able to receive your cashback for these deposits next Tuesday, don't worry

After the last message in which FGFOX indicates that I do not have to worry because of the cashback that I will receive. Once again, no action was taken from FGfox and they deliberately left my account open despite my request.

These situations are just a few examples of how I have been persuaded several times by FGfox to keep my account when I clearly stated that I wanted to close my account. Partly due to FGfox's negligence, I believe I lost a lot of money during my addiction. I am now in therapy and I have my addiction and therefore my gambling behavior well under control. Unfortunately, I currently have a lot of debt due to my period of addiction.

As a result, I am requesting from FGfox a refund of my total deposits I made with FGfox after I made my initial request to permanently close my account.

In addition to the above explanation, I will also include a large number of screenshots for proof. 

Thanks for helping me with this case, looking forward to the response !

Dear robinho1999,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling section and I found this:

- Self-exclusion request: you can contact Support Service Team via e-mail: support@fgfox.com, and we will close your account within the next 24 hours. It's the player's responsibility to notify fgfox.com of any other accounts the player might have and promise not to open any other accounts. Fgfox.com will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Fgfox.com cannot be held accountable for potential losses on other accounts;

Do I understand correctly that you still have access to your casino account? Could you please forward me the first email in which you informed the casino about your gambling problem? My email address is kristina.s@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,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Kristina,

Thank you so much for your quick response and helping me with this case! I sended you an email with the mailcontact for my first request to close my account. After I made a request to closer my account, te casino always tried to change my mind by presenting me new orders or gifts. For this reason I sended you some more email chat examples.

Sometimes I accepted this offer and played further with my account and lost even more money but sometimes also I said no to the offer or asked for a closure but never got any response.

If you need any further documents, please let me know.

Thanks!

I see now that I did not respond one of your questions you asked, but yes at this moment I still have access to my account and be able to make new deposits.

looking forward to your response!

Thank you for your reply, robinho1999. While I see that you requested an account closure, I also see that you informed the casino that you are dissatisfied with the bonuses. I didn't find any messages in which you informed the casino about your gambling problem even though the casino asked you twice why you wanted to close the account:

Have you ever sent a request in which you informed the casino you have a gambling addiction?

Dear robinho1999,

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.

yes in this picture you see talking me about that im sad about my loses

I cant upload the correct picture from my smartphone so I will upload it tomorrow morning from my laptop!

Dear robinho1999,

Please note that you have not uploaded or sent to my email address any additional screenshots. 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.