FgFox Casino - Играчът получава забавяне в изплащането на турнирни награди.

Between September 15 and October 15 I participated in a network tournament organized by spinmatic.

I won first place there, but the prize money has not been paid yet.

The casino has inquired and even replied that they will check each time,

It has been two months without any progress.

Please explain to me why it takes more than 2 months to get in touch with the provider.

https://fgfox.com/en/tournaments/provider/crash-for-cash-challenge

Dear andandjonnyx,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with FgFox Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do you have a screenshot of the information found on the tournament's website, the link results in an error for me:

• Could you please forward your recent correspondence with the casino regarding the issue? My email is tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Thomas

I have forwarded the contents of your email.

The tournament in question ended on October 15, and has already been removed from both the proprietor's site and the casino's site.

I am in possession of the leaderboard from that time.

Does the code represent your nickname in the casino? Was your account in the casino blocked?

Account is not blocked.

The nickname displayed on the leaderboard has nothing to do with your nickname in the casino.

Since this is an online tournament and multiple casinos are participating, the format in which the names are displayed differs from casino to casino.

However, I know that I am in first place because of my game history.

After I won 1000x at this casino I checked the leaderboard and it showed 1000x users.

I contacted the casino to verify that this user was me.

The casino said they would investigate, but unfortunately I have not received a response on this in over 3 months.

Thank you very much, andandjonnyx, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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 again, andandjonnyx,

I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite FgFox Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear FgFox Casino team,

Can you please look at the player's issue and inform us if his account corresponds to any of the users stated in the list of winners for the Tournament in question? If yes, where he was placed, and when can he expect the winnings to be credited to his balance?

Is it possible to check this information with the relevant casino department or the game provider?

If it suits you better, feel free to answer by email (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello there,

We apologize for the delay and inconvenience of this situation. 

We have sent a request to the game provider for checking and confirmation of the winnings. As soon as the game provider gives a response, we will be happy to inform the player.

Thank you for being so patient.

Best Regards,

FGFox Casino

I must have made numerous requests, so why are you at the stage of finally contacting the provider after more than 3 months?

If the time is delayed this long, it may be impossible to confirm.

While waiting for a response, please describe what responsibility you would take in that case.

Also, the casino should be able to verify the game history.

Can you please find the history where I played bank run for 0.5€ and won 1000x?

That way it would help in case the proprietor was unable to investigate.

Hello there,

We apologize again for the delay. There were some technical difficulties with the automatic calculation of the winnings.

The prize have now been credited in full to the casino account.

Have an enjoyable rest of the day!

If you have any other questions, please contact our Support Team with as detailed a description of your situation as possible.

Best Regards,

FGFox Casino

Ok. The claim is closed when the prize money has been successfully withdrawn.

This tournament is a network tournament, and I played the eligible games at another fairgame casino and won a prize there as well.

I have not received my prize money except at this casino.

I filed a complaint on behalf of this casino because it had the largest amount, Will the other casinos be paid in due course?

Thank you both for the updates.

Dear andandjonnyx,

If you have a problem at another casino, I suggest you submit a new complaint about it.

As for the successful closure of this complaint, I will set up the timer for 14 days since it is the standard time we usually recommend players wait in case of a pending withdrawal.

Please, let us know once the payment is credited to your payment method or about an update.

Looking forward to hearing from you.

The withdrawal was successfully completed. Thank you very much.

Great news, andandjonnyx!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, FgFox Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru