General

Opening
Thanks for contacting Customer Service, how can I help you?     

Thank you for contacting customer support, how may I assist?

Let me see what I can do, can you confirm your full name and date of birth?
Thank you for bringing this to our attention. Let us see what I can do to help you.    

Thank you for that information. Give e couple of minutes to work on your concern

For verification purposes, may I have your full name and date of birth?   

Thanks. Kindly give me 2-3 minutes to check your account information and investigate this one for
you.

We apologise for the inconvenience this has caused you. We understand how this can be frustrating.
This is certainly not the kind of experience we want our customers to have, so rest assured that this is
being handled with utmost urgency.
Closing

Apart from this, is there anything else you'd like me to check for you?

Is there anything else I can assist you with?

I hope that I already provided on what you need. I will be closing this chat session now. Please
contact us again for further assistance. Thank you.

You are welcome Should you have any questions, do not hesitate to contact us.  Have a great day!
We hope that this helps, but feel free to reach back out if you are still having trouble.

Idle / Disconnect

I do regret you got disconnected with the previous agent this is due to internet connection issues.
Moving forward, let us continue with your concern.
May I ask if are still connected?

I will close this chat session because you appear to be inactive. Please contact us again.
Buy Time

We already coordinated this concern to the relevant department. Please extend your patience and this
should be sorted out ASAP.
We are sorry, but due to complications caused by the outbreak of the coronavirus, we are currently
unable to provide phone support.

Unfortunately, cases of this nature may take some time to resolve, however we will be sure to reach
out to you once we receive an update. 

Our security team is now working on verifying your account, as we are now getting a number of
players signing in because of our situation with the virus. Please give us within 24-48 hour on this.

Thank you, I do appreciate your patience on this as this is out of our hands as of the moment

I must forward your request to the relevant department. We will get back to you via email as soon as
we have a resolution, we will try to do this within 24 hours.

We have received your documents, which are now undergoing approval, this may take some
time. You will be informed via email once your documents are approved. Thank you for your
patience.

Per checking you have qualified for the spins, however we currently have an issue with the bonus
code of this offer (and unable to add it on our end) so there is a bit of delay but the relevant team is
working on crediting it -it should be added within 24 hours-48 hours.

Technical
Troubleshooting
Clearing your browser's cache and cookies will usually solve the problem: Open Firefox, click on the
menu button and then on 'Options'. Select 'Privacy & Security' and in the 'Cookies and Site Data'
section, click on 'Clear Data...'. Set both check marks and click on 'Clear'. Be sure to close and restart
the browser after clearing the files and let us know in case the issue persists.

Clearing your browser's cache and cookies will usually solve the problem: On mobile phone or tablet,
open Chrome, tap on the menu button, then tap on 'History' and 'Clear browsing data'. Set the time
range to 'All time', check the boxes next to 'Cookies and site data' and 'Cached images and files' and
tap on 'Clear data'.

On PC or laptop, open Chrome, click on the menu button, then click on 'More tools' and 'Clear
browsing data'. Set the time range to 'All time', check the boxes next to 'Cookies and site data' and
'Cached images and files' and tap on 'Clear data'. Be sure to close and restart the browser after clearing
the files and let us know in case the issue persists.

Reinstalling the app will usually solve the problem: Open 'Settings', tap on 'General' and then on
'iPad/iPhone storage'. Select our app and tap on 'Delete App'. After it has been removed, visit our
website or the App Store to download and reinstall it.

Please be advised that even if the game crashes midway or if you encountered a technical problem on
your end, the game will still continue on our database and results will also be recorded.

We would suggest to ensure a stable internet connection and also try to clear your browser history,
cache and cookies to ensure a smooth gaming experience. If you're using an app, try to reinstall it. For
browsers, we recommend using Google Chrome as our website best works on it.
For more information about our Gameplay fairness policy, please do visit our site. Link here:
https://www.foxybingo.com/en/p/legal/unfair-advantage-policy.

Stuck Game

Sorry for any inconvenience or frustration you may be experiencing. It appears you have a stuck
game. This means the game you previously played did not successfully close and now stuck on your
account. This will be cleared after 24-48 hours and all the stuck winnings or funds should
automatically reflect on your account after the said timeframe. For the meantime, kindly perform
troubleshooting steps like clearing your browser’s cache and cookies and re installing the app.
Game ID
We understand where you are coming from, however for us to further investigate your winnings we
need to get the game ID.In order to do so, kindly open the game, and on the bottom left hand corner
you should see the three bars. In the new window that opens, please select the calendar dates and
scroll down to find the game you want us to check into. The sooner you can provide this, the sooner
we can have this check for you.
 
To check your Game Logs:
- Open any Casino Game
- Click on the three horizontal lines at the bottom left corner
- Click on "Game Logs"
- Enter the Start Date and End Date. (Note: You can view the Gamelogs for the last 7 days).
Game Sequence ID can be found on the first column of the list. (You can also click on it for more
details)

Bonuses

Credited

Upon checking you have indeed met both the wagering and deposit requirement of this bonus. I will
be manually adding it to your account.

I can see that you have met both the deposit and wagering requirements of this bonus however At
times there can also be a small delay in your bonus reaching your account.
Most bonuses will be received within an hour. In the rare event that the bonus is still not there after 24
hours, do contact us that we can check it  and make the necessary adjustments if need be.

I can see here that you have deposited and played on Slingo: There are times when wagers are not
completely counted if the game is closed properly. Please open the last Slingo game you played. Then
end or close it within the page

Declined
We appreciate you bringing this to our attention. We would like to inform you that according to all of
our promotion’s terms and conditions, it is only applicable to the UK players. We want to apologize
for the confusion.

I would like to inform you that we do not offer any kind of FreeBets / direct bonuses outside of our
promotions. Please also note that bonus offers are updated constantly and that your account activity
plays a major role in order to be targeted for such an offer.

Per carefully checking your account, it appears that you doesn't have any new promotions offer.
Please be reminded that our promotions offer has a specific deposit and wagering requirements.

In order to see all of your promotions. Please click on Profile (round human icon next to your name)
then select My offers. You'll see Active promotions, Slot and Games and Bingo there. There should
be an option to View or See all next to Slot and Games, click on that please. Look for your bonus then
More Info and Activate/Claim.
New offers are being introduced frequently. These offers will be sent to you via the email registered
on your account or by pop up messages once you log in to your online account. We have many
ongoing promotions, Please visit the Promotion's section of our website.

We are only sending bonuses and promotions via email and on our website. Kindly visit our website
for all of our ongoing promotions at
https://www.foxybingo.com/en/p/promotions
https://www.foxygames.com/en/p/promotions
https://www.cheekybingo.com/en/p/promotions

Activate
As I've checked the bonus which you are referring to was already added on the account. All you need
to do is to activate it for you to be able to use the bonus. Simply login to the website, click your
profile located on the upper right hand corner of the page then go to > my offers > my bonuses then
click more info then claim the bonus.

As I've checked the bonus which you are referring to was already added on the account. It was added
on <DATE> with the bonus code of ''bonus code''. For your reference, you can check it on your Bonus
History.

You would only need to activate it under Human Icon > My Offers > Bingo > View all > More Info
> Activate

Kindly activate your spins under Human Icon > My Offers > Slots & Games > View All  > More Info
> Activate

Kindly activate your bonus by clicking the Icon on the upper right corner > My Offers > Promotions
New Offers > View All > Activate

Wagering

Keep in mind that the welcome bonus is only valid for 7 days from the day of credit and has a 1x
wagering requirement before you can withdraw its winnings.
Keep in mind that the welcome bonus is only valid for 14 days from the day of credit and has a 4x
wagering requirement before you can withdraw its winnings.
Keep in mind that the welcome bonus is only valid for 14 days from the day of credit and has a 20x
wagering requirement before you can withdraw its winnings.

The Bingo Bonus you receive from this Promotion must be played through Four (4) times before it is
moved from your restricted Balance to your withdrawable Balance. For example, with a £40 bonus,
you will need to spend £160 in bonus funds before any pending winnings are available to be
withdrawn from your Cash Balance.

For more information, I highly recommend you read the terms and conditions of this promotion at

Deposit

I am sorry to see that you are having problems making a deposit. There appears to be no reason from
our end as to why the deposit did not work. Please contact your payment provider who might be able
to help you further.

I understand that your card has already been charged but on our end, we did not receive the payment.
When you do online transactions, your bank temporarily sets aside the amount as they are awaiting
confirmation of the transaction from us. Normally, your bank will wait within 3-5 working days for
the payment to be confirmed. Since no payment was received by us, that charge will fall off and will
be added back to your available balance/credit. We appreciate your patience on this.

Please note the limits work by calculating all transactions made in the the past 24 hours, 7 days or 30
days on your account.
Any requests to decrease your individual deposit limit will be processed within a few minutes. In
compliance with our responsible gaming policy increase of the deposit limits 24 from their initiation.
If you wish to cancel your increase request, please click on "Cancel my request".

Withdrawal
For you to withdraw all you have to do is to login to our website the click the human icon on the
upper right corner of your screen and then go to Cashier > Withdrawal. And from there you can
process your withdrawals already

Thank you for your patience in waiting per checking your withdrawal is currently being processed by
the relevant department.
This process takes 1-2 business days internally and then the funds reflects on bank in 3-5 days / 4
hours for Visa Directs.

This process takes 1-2 business days internally and then the funds reflects on PayPal within 24 hours.

In general, our internal security team will approve your requested withdrawal within 2 business days
(Monday to Friday). Once the cashout is approved, we will send the funds to your bank or payment
provider. The time it will require to transfer the amount to you depends on your selected payment
method and we cannot influence this in any way. Bank transfers usually take 2-4 business days, card
transfers (Visa, MasterCard etc) take 3-5 business days and electronic wallets (PayPal, Skrill, etc.)
takes 24 hours.

We do not offer Mastercard as a withdrawal option when the card is not 3D verified. What we can
suggest is for you to choose fast bank transfer - you would only need to manually input your bank
details. Any details you would need is available with your bank.

For us to process your cash out we would need the following details:
Account Holder Name:
Account Number:
Bank Address:
Bank Name:
IBAN Number:
Sort Code:
Swift Code:
Amount

Account Closure

Service closure
You may chose the closure applied on your account by clicking the icon on the upper right corner
select My Account > Settings > Gambling controls > Account Closure & Reopening
We're sorry to see that you have asked us to close your account. We offer service closure for specific
products which we have now applied for all of them. Should you wish to return to gaming prior to
that, you can contact us. We would like to remind you that service closure is not a self-protection
measure and your account may be reopened before the specified time-frame, if requested by you.
 
If, due to a technical mistake, you receive a bonus offer/marketing material within the next days,
consider this offer invalid. Additionally, any ongoing promotions have opted in will be nulled. Any
promotions to be release during your closure will not be targeted to your account hence you will not
be able to participate despite seeing its promotion page.

Self exclusion

Upon checking, your account is closed due to you having an account on a label within GVC that is
under an active self-exclusion.

Self-exclusion is a process when you can ask a gambling operator to exclude you from gambling with
them for a set length of time – usually between six months and five years. In practice, it means you
will be refused service in the venues where you have self-excluded.
Also we do have internal investigation which we decide if the player need to undergo self exclusion as
a responsible gambling company. Per UK gambling commission rules and regulations.

You have submitted a request to exclude yourself from taking advantage of our offers for an
unlimited period of time (minimum 6 months). This decision cannot be reversed. Please check
your account to see if you still have credit to make a withdrawal. If your balance is below the
minimum withdrawal limit, please contact us again. If, for technical reasons, you receive
information about a marketing bonus, please consider this to be invalid.    

    
In accordance with your wishes and our Responsible Gaming policy, we have blocked your
gaming account with immediate effect for an unlimited period of time (minimum 6 months).
 
It will not be possible for you to reopen the account yourself. We would like to inform you that
any new registration with any site within our group would be in breach of our General Terms and
Conditions.    
    
Please note that we take no responsibility for the use of our gaming line-up and that it may be
possible for you to continue having access to it under certain circumstances.    
    
If you require assistance with your current situation, we can offer you the following option:    
http://www.cheekyslots.com/en/p/legal/responsible-gaming
https://www.foxycasino.com/en/p/legal/responsible-gaming    
https://www.foxybingo.com/en/p/legal/responsible-gaming 
Tools

1. Deposit Limits – restrict the total amount you are able to deposit for a given time frame;
2. Time-Out – take a short break for a fixed period, during which you would not be able to deposit or
play. Your account will be reopened automatically as soon as the period expires;
3. Self-Exclusion – block your account from deposits and game play for a minimum period 6 months
up to 5 years. Should you wish to return to gaming, an explicit proactive request on your end is
required and it will only be considered if the minimum period of exclusion had expired.

Reopening

Self exclusion
We appreciate you bringing this to our attention. We would like to inform you that in order for us to
further investigate if your account is eligible for the re-activation process, kindly contact us via your
registered number as we have some questions for you. Please contact us at <LABEL-HOTLINE>.

Phone lines: Phone lines are open from 8 AM - 1 AM GIB time. 

Cool off

Upon checking your account is in time-off / cool of until:

Your account will automatically reopen after that time.
 Account Verification

As a regulated site we must abide by UK Law in regards to the online gaming industry and perform
security and verification checks to protect our customers, as do all other UK operators.
We take our obligations to protect our clients from fraud and other malicious activity very seriously
which is why we adapt stringent measures, ensuring any financial fraud does not take place.
There are occasions where we are required to routinely check and verify aspects of your account and
personal details via third party providers or documentation in line with multiple Global, EU and
domestic legislations. This may be requested even if you have already met some of those
requirements and/or provided documentation before. It is always our duty to operate with integrity
and transparency and to also ensure all players are protected and we fully support and adhere to all
related legislations.

Please note that without verification when requested, account restrictions will occur such as deposit,
bet and withdrawal restrictions.
As for the documents being requested it is on our Terms and Conditions under section 4
( https://www.foxybingo.com/en/p/legal/terms-and-conditions )

KYC Documents
1: a copy of your valid government ID passport or driver license proof of identity
 
2:A copy of a recent Utility Bill (such ' a telephone bill or a bank statement) in your name with the current
mailing address. 
 
3: A clear copy of both sides of all funding sources For security reasons, we only need to see the first 6 and last
4  digits, Please COVER the 3 digit security code (CVV)). If your funding source is any other method, please send
us screenshot/receipts of the same. 

You may send us documents through online by clicking the Human Icon, Help and Contact,
choose Account Details and Verification (or any relevant category), choose How to I verify (or any
relevant category), and select ''YES''. Click the small icon with Upload documents to your account.
Or email to:

Account details

Update Email

Since you do not have any access to the registered email, what I can advise is for you to send a
request to have it updated via our Account Security Team.
 
You would only need to send an email, write your full name and date of birth with your ID attached -
your passport or driver's license.
 
After that you should receive an email confirmation with them once they have updated your email.
 
You can send this request to operations@foxybingo.com
You can send this request to operations@foxygames.com
You can send this request to operations@cheekybingo.com
 Fair play

We can understand the disappointment and it is natural to feel this way. Please understand that
there are times when the odds will be in your favour, and there are times when it will not. Rest
assured that the integrity of our games is ensured by the use of a Random Number Generator (RNG),
this makes sure that all the results are random results.
 
Our system has been thoroughly tested by running millions of rounds and examining the results. It is
our obligation to ensure that all our customers are treated fairly. If you still feel uncertain about our
games, please don’t falter to forward us specific details so we can investigate the matter thoroughly

Refund
In as much as we would like to refund your deposits, we are upholding fairness towards the rest of
our player base and in accordance to our terms and conditions, we regret that we won't be able to
reimburse your loses occurred on our games while playing.