Betfoxx Casino - Hráčský účet byl uzavřen se zabavenými výhrami.

BetFoxx blocked my account with €15000 winnings. They blocked my account because they considered it a fraud because I had another account open with them that was not verified, which I forgot about because the emails ended up in spam. I contacted them by email and asked them to close that unverified account because I had forgotten about it and that I want to keep the verified one with the earnings. I have not accepted any bonuses or free spins on any of the accounts. I just forgot that I already have an account with them.But they closed both. Can I do something or recover the amount won?

Dear Karisma,

I am sorry to hear about the issues you are experiencing with Betfoxx Casino.

Before we proceed, could you please provide some additional information to help us better understand your situation:

• When was your first account created?
• When did you create the second account?
• Did you contact the casino regarding the first account before or after accumulating the winnings?

Your responses will assist us in addressing your concerns more effectively.

Thank you for your cooperation, and I look forward to your reply.

Best regards,

Nick

Hello

First account was created on 26.08.2024

On this account I only made a deposit of €200 where I didn't win anything and then I didn't play anymore. It's not even verified and I haven't activated any deposit bonuses or anything.

My second account was created on 06.09.2024. On this account I made two deposits, one of €100 and one of €200. Just like the first account, I didn't activate any deposit bonus or anything. This account is verified and on this account I had the win of 15000€

I contacted the casino about closing the first account after I had the winnings because the emails from them were automatically received in the spam folder. And I found out about the first account by checking the spam folder because I had not received any response from them regarding withdrawals initiated by me. Only then did I notice in spam two emails from them, one being about the first deposit in the account and in the second that I had received a voucher from them that had to be activated but on the other email address. Only then did I realize that I had another account open with them. After I found out and read the terms and conditions, I informed them via email and live chat that I want that account to be closed. In the email I specified that I had forgotten about the first account and that I want it closed because the verified account is the main one and the one I want to keep.

Dear Karisma,

Could you kindly clarify the registration details for both accounts? Specifically, did you use the same personal information for both accounts, with only a different email address?

Thank you for your assistance.

Best regards,

Nick

Hello.

Thanks for contacting me.

Yes, I used the same personal data from the physical address, phone number,date of birth , my name, the same data with two different email addresses . I want to mention that I was surprised when I realized(discovered) that I have two accounts on BetFoxx website. Since I have been playing for many years at many online casinos, I have never been able to create two accounts with the same personal data. On BetFoxx it was the first time that I was not warned when creating the second account that my data is already registered on their website. I have never encountered this situation before.I didn't even know such a thing was possible to have two accounts on same website.

Best regards

Karisma

Dear Karisma,

Can you also please clarify the date of creation of those accounts (maybe you have an e-mail from them regarding your first account as well)?

Looking forward to your answer.

Regards,

Nick

First account was created on 26.08.2024

On this account I only made a deposit of €200 where I didn't win anything and then I didn't play anymore. It's not even verified and I haven't activated any deposit bonuses or anything.

My second account was created on 06.09.2024. On this account I made two deposits, one of €100 and one of €200. Just like the first account, I didn't activate any deposit bonus or anything. This account is verified and on this account I had the win of 15000€

Unfortunately, I can't find any email from the first account. All emails from the first account were automatically directed to the spam folder. I don't remember if I received an account opening confirmation email. The only email I found from them was the deposit confirmation. I will look to see if I can find emails from them. I have explained the situation with the opening of the accounts, if you can see it above. Thanks in advance

Dear Karisma,

As you may be aware, creating multiple accounts is strictly prohibited in any online casino. While there are situations where we can attempt to assist a player, it is highly unlikely that one would forget having an account after just one week. It would be more understandable if the initial account was created a year ago, but a week is a very short time frame.

Regrettably, we will be closing the complaint, as we are unable to assist further with this matter. I'm sorry we couldn't provide more help.

Kind regards,

Nick