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Crazy Fox - Refused to verify my account after withdrawal request, until the money was gone

Ruling

Found for the Casino - Sadly this player has played down their balance before the complaint management process could be completed.

Read our Crazy Fox Casino Review.

Player's Complaint

I requested a withdrawal on Thursday June 20, 2020 and was asked to verify identity so I uploaded documents. I had recently moved so my address was different on my documents and they rejected it and asked me to send a new one that verified my old address, which I did. I sent 2 documents, one that verified my new address and one that verified my old address and recieved confirmation that both had been recieved and sent to the appropriate department. I recieved an email again asking for the document so this time I uploaded it to my account and it was rejected once again and when I asked why they told me they need the documents to verify my account, they had no answer why they were rejected. By this time I had over $13000 in my account so I again tried to withdrawal and it was cancelled, they sent me another email asking for the documents, which I already sent 2 times. I emailed support and asked what was happening and was told it will take up to 24 hours to verify. Over 24 hours later and $9000 less in my account I received an email yet again asking for me to submit documents to verify my account, so once again I submitted the documents. After the last submission of documents and being down $10000 they finally verify my account and allow withdrawal. Throughout this who process the documents I sent them every single time were the exact same documents, the same ones they reject multiple time and we're in possession of since right after my first withdrawal request, they just refused to verify my account until the money was gone.

I have multiple emails and screenshots which show proof that this is true and they Infact delayed my verification intentionally so I could not withdrawal. Ideally I would like for them to have to pay me that money but I know that might not be possible, but I would also like this complaint to be filed so that people can see how this casino operates and know not to play there ..thanks for your time

Read the casino review

3 Responses

User icon
ThePOGG
June 23, 2020

Hi brojizzle - welcome to ThePOGG.com!

As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

Unfortunately there is nothing we can do to help you in this instance.

Where you chose to play with funds you would expect to be paid if you win. As such, where you lose these losses cannot be contested.

As to the delay with your verification - where your documents do not match the information provided on your account this will almost universally result in additional delays in verifying your account.

Sorry we cannot be of further help.

ThePOGG

User icon
brojizzle
June 23, 2020

As I said in my complaint I know I probably can't get the money, but it is to bad that if your are the adr for this casino that you will just look the other way while a casino does this to it's players. There is absolutely no reason why they took as long as they did to verify my account, no reason at all, and that would have been easy for you to see if you had atleast looked at what I have in correspondence with that casino. [EDIT] How unfortunate for the innocent players who end up playing there and loseing hard earned money

User icon
ThePOGG
June 26, 2020

Hi brojizzle,

I'm sorry to hear your unhappy with our position. However if you were having problems with getting paid you were free to contact us at that point. You chose not to do that. You chose to gamble your funds. Had you won while playing you would have expected to be paid your winnings. Expecting us to invalidate the subsequent losses is asking for you to be allowed to free roll the operator any time there is a delay.

This is about your choices. The operator did not force you to continue playing and there are perfectly straightforward reasons for the delays to have occurred based on the information you provided.

ThePOGG

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Agreement

brojizzle consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Crazy Fox
  • Malta Gaming Authority
  • N1 Interactive Ltd

June 23, 2020

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