Foggy Star Casino - プレーヤーは、複数のアカウントを開設したとして告発されました。

Dear Casino Guru,

I am writing to express my frustration and disappointment with the treatment I received at Foggy star casino. Recently, I was accused of having duplicate accounts and as a result, my winnings and deposit of 322 euros were confiscated.

I want to make it clear that I have only ever had one account with this casino, and I have never attempted to create any duplicate accounts. I have always played fairly and within the rules of the casino, so to be accused of such an offense is not only insulting but also unfair.

I have tried to contact the customer support team to appeal this decision, but unfortunately, they have not been very helpful. They seem to be sticking to their decision, even though I have provided them with all the necessary information and evidence to prove that I am innocent.

I urge the casino to reconsider their decision and pay back my winnings to me, as this is the only fair and just outcome.

Thank you for taking the time to read my complaint, and I hope that this issue can be resolved as soon as possible.

Sincerely,

F*****

Dear Gandad99,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Was your account successfully verified in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Hi

There is no chance any member of my family, or even my neighbours have opened an account at Foggy star. I am 100% sure of this. Otherwise, I would never open this complaint.

This was my first deposit at the casino and I did claim their welcome bonus. I have to note, that not only the casino confiscated my winnings - they claim to have a full right to confiscate my deposit too. Here is the reply from the casino support (pay attention to how unprofessional it is, they do not even care to refer to the specific rules which were "violated"):

"Hi, F*****!Due to violations of our internal rules, we cannot allow you to continue playing on our project. Therefore, it is in our interests and the interests of our players to close your account, confiscate all deposits and winnings and stop offering our services to you.

The conclusion for this decision was the facts of violation of our rules on your part.

This decision is not subject to appeal.

Best regards,

FoggyStar Team"

Thank you very much, Gandad99, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Gandad99,

I am so sorry to hear your account got blocked. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.

Dear Foggy Star Casino,

Could you please state why the player's account got blocked? Could you please provide us with the evidence? You can send it to my email address stefan.m@casino.guru.

Thank you in advance for providing the information.

Kind regards,

Stefan

Dear CasinoGuru,

We have provided you with an email response with evidence of violations.

Regards,

FoggyStar

Dear Foggy Star Casino,

I have responded to your email.

Kind regards,

Stefan

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 Foggy Star Casino,

I only see information for one account. I will need you to provide us with information about other accounts. Based on the attached documents, it is not possible to investigate further. Please provide us with additional information.

I am looking forward to your response.

Kind regards,

Stefan

Dear Gandad99,

I was provided with insufficient evidence from the casino, and the casino does not provide additional information.

I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. The casino can request to reopen the complaint anytime.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao) and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait a long time for an answer. 

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please contact me at stefan.m@casino.guru.

Kindest regards,

Stefan, Casino.Guru