Hey!
I would like to raise an issue I am currently experiencing. I played Live Roulette via Foxy Casino last month in which I deposited £500 to play with. I eventually decided to with draw my winnings... just over £900. On the 31st May, I received an email from Casinosecurity@cassava.net requesting documents to be send for verification. I send over the the requested ID docs on the same day. No reply! Since then... I have responded to Cassava with a further 6 emails. Again, no response!?? After doing a little research online with regards to Cassava, I grew more concerned due to customer issues with this organisation and lack of regard towards their customers.
I still haven't received any reply from Casinosecurity@cassava.net. So, I decided to contact Foxy Casino via Live Chat... the first advisor told me to be patient due to Cassava's high volumes of workload. Okay... I gave it 2 days and and still, no reply! After losing my patience, I decided to contact Foxy again via Live Chat and requested that the matter should be escalated to management. I was advised that my matter would be noted to management yet, I would not be provided with a time frame for response. AGAIN... more waiting but not response. So, I then decided to email a complaint to info@support.foxycasino.com. I received a response from Boris (the same advisor I spoke with via Live Chat) who basically provided the following response:
Dear Roy,
Thank you for contacting Customer Service.
This has already been escalated. Please allow some more time. There is nothing we can do at Customer Support to speed up the process as our Security team handles these cases and they are experiencing a very heavy workload.
I advised you that I don't want to provide a false timeframe as to not misinform you. I'm sorry if that answer did not satisfy you, but we strive not to misinform the players.
In case you have further questions, we will be more than happy to assist you. We are available by e-mail, chat and phone.
Thank you for choosing us as your online gaming site.
Best regards,
Boris
Customer Service
Gamble Responsibly
The level of customer service I have experienced has been non existent... also, the £500 stake has already left my bank account. I am at a stage now where I am tired of waiting. Its 9th June... I send the requested ID docs for verification on the 31st May, surely it doesn't take this long to verify some documents?
Any help would be much appreciated as this matter has gone beyond a joke.
Many thanks
Roy
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