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Crazy Fox - Withdrawal is still pending

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

Read our Crazy Fox Casino Review.

Player's Complaint

My account is fully verified for the second time and I made a withdrawal of €1500 which is after 3 days still pending.

I heard by email after (again) fully verification your withdrawal will be processed within an hour.

Let’s get legal; in their terms and conditions it says that withdrawals will be processed within 24 hours.

Customers need to comply with the rules and the term and conditions of this particular casino: Crazy Fox from the company N1.

If we violate the terms and conditions there are consequences for us.

Terms and conditions are made for the safety of the customer and the company/casino.

Crazyfox is violating their own terms and conditions and are misleading their customers by creating an account, depositing real money in their account promising fast withdrawals but can’t hold up their end of the bargain.

You will get standard answers; it’s being processed, it’s busy and first come first served or we are checking all withdrawals on fraud. €380 deposit; 8 hours in total play and withdrawal of €1500 and 70 hours of checking for money laundry or fraud? A lot of stalling time based upon ridiculous excuses.

In some way this is an abuse of power towards the customer who is getting more frustrated because they can’t do much.

It’s Crazyfox who is creating the dispute since they’re the one who are misleading the customer to create an account and making false statements in their terms and conditions.

In the end I will get my winnings but as a customer by checking the box: I agree to the terms of use and you’re signing a “contract” and violation of these terms by any of these parties should have consequences for both parties and not just one.

This casino is more than once in default and harming customers who deposit real money

Read the casino review

7 Responses

User icon
thepogg
June 23, 2022

Hi NAJ - welcome to ThePOGG.com!

With the greatest of respect, you need to give the operator a reasonable amount of time to resolve this issue internally before seeking the intervention of a 3rd party dispute mediation service. If you are still experiencing issues on Friday the 8th of July let us know and I'll contact the operator on your behalf.

Thanks,

ThePOGG

User icon
NAJ
June 23, 2022

Dear POGG team,

The reason why people/customers here don’t respond if their complaint is resolved is because it’s is that Crazyfox has now 2 weeks to resolve the complaint.

That doesn’t resolve the main issue: withdrawal within 24 hours after full verification according to their terms and conditions and not in 2-3 weeks after filing a complaint on a third party website.

If 2-3 weeks is their standard they must change their terms and conditions and don’t mislead customers with false pretenses.

Thank you for posting my complaint and the opportunity to warn other customers not to play here and find a casino that does honor contracts, Malta license and appreciate their customers by keeping their end of the bargain.

User icon
thepogg
June 24, 2022

Hi NAJ,

We are an ADR service - here to resolve disputes, meaning situations where funds are not going to be paid. We are not here to address customer service issues - as this clearly is. If you are unhappy with the service you are receiving from Crazy Fox you are more than entitled to take you custom elsewhere. This situation however does not presently require the intervention of an ADR to resolve.

ADRs serve as an alternative to taking your claim to the small claims court. A good rule of thumb would be that if you would not take the issue to the small claims court then it is not yet at the point where you should seek to involve an ADR.

As to payment timeframes - this is an average. And most of the thousands of players interacting with this license on a daily basis are receiving their funds within the state time periods. There will of course be exceptions due to various factors on both the operator and individual player's sides.

Thanks,

ThePOGG

User icon
NAJ
June 26, 2022

Dear team,

You’re absolutely right!

I have tried to get to the bottom of the problem by asking them what’s causing the delay. I only get: “we kindly ask you to wait a bit longer”

After 20 times I filed an official complaint to take the matter a bit more seriously and a specific reason for the delay and within 5 minutes got the standard answer back: “we appreciate your patience and kindly ask you to wait a bit longer”.

Start googling what can cause the delay on my side:

- No multiple accounts

- Didn’t use a bonus, no bets above €2-3

- Unfortunately far above 18

- Fully account verification

- Used the WiFi from home (The Netherlands) no VPN

- Deposit €380 by Sofort and withdrawal €1500 total by Bank Transfer same banking account number

I am trying to work with them but they won’t tell me anything. Just asked for a status update and got:

We will process your withdrawal as soon as possible and kindly wait.

For my feeling; I exhausted every possible way to stay in a normal communication and be taken seriously.

I understand the procedure of the POGG adr and I will kindly wait until the 8th of July.

User icon
thepogg
July 9, 2022

Hi NAJ,

Are you still experiencing issues?

Thanks,

ThePOGG

User icon
thepogg
July 16, 2022

Hi NAJ,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
thepogg
July 22, 2022

Hi NAJ,

If we haven't heard from you by Friday the 29th of July I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

NAJ 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:

June 23, 2022

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