Foggybet Casino - Povlačenje igrača je odloženo.

Hello,

I started playing at foggybet on 8/8/2023 and won some money. 

I submitted the requested verification documents on the same day and also requested my withdrawal for the first time.

On 8/9/2023 my withdrawal request was cancelled by the casino and no info or email was given to me why. After contacting the chat they told me i should provide more verification documents (selfie with id). I provided them with that and they accepted them on 8/10/2023 and after that i again requested a withdrawal for 1000€. On their FAQ it is stated that withdrawals will be processed in "Payments are processed in a time not exceeding 72 hours".

Now its 8/15/2023 and its been over 123 hours since i request the withdrawal.

I hope i can get through to the casino with the help of casino.guru because foggybets customer support isnt helping at all. Only getting the same copy paste answer from them day to day. I only wish that things proceed forward and i can get the money that i won. Just to clarify i played raw money only, no bonuses freespins or anything else.

Dear allapollo,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Hello,

i would understand the delay but the underlaying problem here is that i have been unable to get in contact with the casino. Only automated copypaste responses from chat and support email that i have to wait and they cant get any information from other departments. (I requested that my query would be sent to those other departments but again got the copypaste answer to that). I have, by information that they gave me before the complete silence, verified my account and completed the KYC process.

I would just like to get some information from the casino what is going on, what can i do to help them get things moving etc. I am used to the fact that withdrawals can take time. But not to this that the casino completely stops responding like i dont exist?

Dear allapollo,

has the casino contacted you regarding your withdrawal? Is it still pending or was the withdrawal canceled? Please let me know about any news.

Hello,

withdrawal is still pending. I havent received any contact from the casino regarding to that.

I have tried asking from live chat multiple times and also by email, but only answer i get from them is that they dont have access to other departments and so they don't have anything to tell me.

Thank you very much, allapollo, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you allapollo for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Foggybet Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

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 am still waiting for any response from the casino. Only getting the automated responses that customer support does not know what other departments do.

Still waiting for response and receiving my withdrawal. Soon a full month has gone.

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. 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 might 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. In the meantime, I recommend you contact the MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter