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Crazy Fox - Login and Deposit Problem

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

I opened an account at the Crazyfox casino on last Saturday.

I also deposited about 500 Euro and was able to play. I also deposited 200 Euros extra via trustly, but they are booked from my bank account on monday.

The big problem: i can not login to my account anymore because the casino says that i have written and logged in with a wrong email. I am not sure if there was a mistake, when I created the account, but where’s the problem, if I provide them with all my exact dates??

All I here from the support is, that I have to wait. There is no Security settings of you spell your email wrong in this casino. You get logged in automatically and afterwards you can not log in again.

So they own me now 200 Euros but I don’t get an proper answer since days!!!

Read the casino review

6 Responses

User icon
thepogg
July 16, 2021

Hi matbits - 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 30th of July let us know and I'll contact the operator on your behalf.

Thanks,

ThePOGG

User icon
matbits
July 21, 2021

Dear thepogg team,

also with the greatest respect, I am working at the customer support for the Austrian government and if we encounter any problems with customers it has to be solved not in three to four weeks.

It can not last that long, to sort out a problem with registration. All I know after more than 34 mails in English and German is, that I should wait.

That is like no information and the suspected fraud is getting more and more. I know it’s about „only“ 200 Euros but I am not willing to give them away for free.

Kind regards

matbits

User icon
thepogg
July 22, 2021

Hi matbits,

We are not an alternative to working with the operator's customer support nor should we be your first port of call. As an ADR service we are an alternative to the court system. A good rule of thumb would be that if you're not yet at a point where you would consider taking your claim through the court system, you're probably not at the point where you should be taking the claim to an ADR.

In fact, ADRs are expected to decline any complaint that has not been through the operator's 'official' complaints policy and had a final response from the operator's team before the complaint is submitted to the ADR. We take a more flexible approach than that, but still expect players to have made reasonable efforts on their own behalf before expect us to intervene.

Thanks,

ThePOGG

User icon
thepogg
August 1, 2021

Hi matbits,

Are you still experiencing issues?

Thanks,

ThePOGG

User icon
thepogg
August 8, 2021

Hi matbits,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
thepogg
August 14, 2021

Hi matbits,

If we haven't heard from you by Friday the 27th of August I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

matbits 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

July 15, 2021

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