FgFox Casino - Затримка зняття коштів

Hello, my crypto withdrawal is still not accepted, they asked for all type of verification, i did everything, and they said in 4 hours, i should receive the money, the money is still on hold, and still not verified from the ,,respective department"

Dear casinoheader,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hello, my account is verified, as it says on my profile.

Over 50 hours passed, still nothing. My account is verified 100%, sent bank statement, ID photo, selfie with the Photo, utility bill, also it shows that the profile is verified.

Now its over 70+ hours. Still same!

I got the same replies from their email (doesent matter what email i send to them, i get this reply):

Please note that all withdrawals are processed on a first-come, first-served basis. While we strive to complete every request as quickly as possible, our finance team carefully reviews each cashout to prevent fraud, which may take some additional time. Since every case is unique, we cannot provide an exact timeframe for your withdrawal. However, rest assured that we are working diligently to process your request as swiftly as possible.

Thank you for your patience and understanding.

Dear casinoheader,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Nope, they stopped responding to messages.

Thank you casinoheader for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear casinoheader,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite FgFox Casino representative to join this conversation.

Dear FgFox Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear Mirka,

Hope you're doing well.

We've carefully reviewed player's case, and we want to explain that situation.

After checking player's case, we see that client's withdrawal was received on 7th of February.

Now, player don't have any funds to withdraw, since we've already paid the previous one.

Feel free to ask us about any clarifications about this case.

Best regards,

FgFox Casino Representative.

Dear casinoheader,

Can you please send me a screenshot of the current state of your player account wallet?

Thank you.

Dear casinoheader,

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.