Foxygold Casino - Аккаунт игрока был закрыт.

I was playing at FoxyGold Casino and accepted a bonus with a €2,000 max win cap. After meeting all wagering requirements, the bonus was correctly converted into real money when my total balance was below €2,000, as per their terms.

After that, I continued playing using my real money balance and increased it to around €4,000. Then, without notice or clear justification, FoxyGold manually removed €2,000 from my account. This was not bonus money—it was real cash earned from standard gameplay after the bonus was already converted.

I contacted support immediately and was told the matter would be investigated. They stopped responding completely for two weeks, and eventually, my account was closed without any explanation or resolution.

This is deeply unprofessional and raises serious concerns about trust and fairness. I have since filed formal complaints with relevant bodies. I strongly warn others: your real money is not safe at FoxyGold Casino.

Dear AlexaP,

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

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

• Do I understand correctly that your winnings from the bonus were under the threshold of 2000€ when converted to real money?
• Was there any indication that bonus terms and conditions, or maximum win specifically, persist after the wagering of the bonus is complete?
• Was there any specific designation of the balance in your player's profile that you played with during the wagering and after the conversion? (bonus money, real money, withdrawable balance, or similar)
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here
• Have you managed to withdraw your 2000€ winnings from the casino at least?

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

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello Tomas,

Thank you for your response.

1. Yes, correct. The bonus was converted to real money when the balance was below 2000€.

2. No, there is no indication like that at all, it does not persist. I have played at several other casinos with the exact same bonus terms and never had any problem with this and was able to withdraw the additional money after my bonus was converted to real money below 2000€.

3. When I was playing with the bonus, it said bonus money. The bonus then converted to real money below 2000€. I then continued playing with real money until I hit 4000€.

4. I will send you an email with the communication I have with the casino.

5. I was able to withdraw the 2000€ at least, but I am still right and should get the other 2000€.

I appreciate you and looking forward to see if there is anything that can be done about this.

Kind regards,

Alexander

Thank you very much, AlexaP, for providing the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]), 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 AlexaP,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear AlexaP,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from Foxygold Casino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

That said, I’ve already contacted their team through an alternative channel, forwarding the details of your issue along with an invitation for them to create a representative account on our platform. I’ll keep you informed here as soon as I receive any updates.

Thank you for your understanding and patience.

Best regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear AlexaP,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Normally, I would suggest contacting the Anjouan Gaming Authority (AOFA) directly to file a complaint. However, they have recently updated their policy, and casino-related complaints must now be submitted through the licence validator linked on the casino’s website.

This presents a challenge in the case of Foxygold Casino. Although it is listed as a licensed operator on the AOFA's official list, the casino does not display its licence on their site. As a result, there is currently no way to file an official complaint through the required channel.

With that in mind, I kindly ask that you reach out to the Gaming Authority using this link: https://anjouangaming.com/contact/ to ask for guidance on how to proceed in situations like this - where a complaint needs to be made, but no submission option is available. Please let me know if you need any help with submitting the inquiry. I will also contact them from my side to try and clarify the process for future cases.

Apologies I couldn’t offer a more direct solution this time.

Best regards,

Kubo