WARNING Avoid Fenix Casino, they're cancelling player winnings for their own convenience

maxd

PAB (Complaints) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Several months ago a player came to us with a complaint regarding non-payment. They had been a player at CasinoForMe but were later transferred over -- with their €6000 balance -- to Fenix Casino when the latter bought the former. The player was originally told that yes, there had been a delay in the transfer but everything was good and the player was free to proceed as they wished:
As this balance is unaffected by bonus conditions, you can freely play any game you desire, giving you a chance to increase your winnings. You will find that Fenix Casino has several games and gaming providers that were not a part of Casino For Me, and we are certain that many of them will become your new favourites.

The player won at Fenix, amassing winnings of €60,000+, and proceeded to request a withdrawal to which the casino agreed:
Please be informed that your winnings will be processed in the amount of EUR 2,500.00 per month to your Neteller account as per your request.
At this time the casino asked the player to post on the forums that all was well.

After €8500 had been paid the payments stopped. The Player asked why and was told the following [bolding added for emphasis]:

We would like to inform you that we have not received the [original] funds from Casino for Me, nor do we expect to receive them. Nevertheless, we have issued €6,404.00 from our own fund to your new Fenix Casino account and we subsequently paid out €6,000.00. Because Casino for Me never transferred the funds, we cannot consider the amount which we credited to you as real cash, therefore the winnings from it technically do not exist. After significant discussions, we have decided to void all winnings. We hope that since you did receive the most of your initial withdrawal that you made in Casino for Me, this will not result in any ill will towards Fenix Casino. We are under new management, meaning there is a separate operation which has no contact with the one in Casino for Me.

We understand that you might be disappointed in this decision.

At this point the player came to us and we approached the casino for comments on the case. The casino told us that they'd had problems with the former management of CasinoForMe, that monies had disappeared during the transfer of ownership leaving Fenix Casino short of cash and burdened with outstanding debts. Regarding this particular player's case:
We feel that Fenix Casino is not responsible for the remaining amount [€60000 - 8500] because this player has never made a single deposit on Fenix Casino.

I replied to the casino that they'd certainly had some tough breaks but my position was that their problems with the purchase and transfer of CasinoForMe were not of the player's making: all winnings were due and owed. That was the last we heard from them. Several attempts to restart the discussions have failed and as such I feel there's no option but to warn players of the risks they face:

WARNING: Fenix Casino apparently has financial problems and the management appears to be morally challenged when it comes to paying players money fairly won. Winnings have been confiscated for the casino's convenience; players should expect that any monies in the casino are at risk. Players should avoid Fenix Casino, at least until they've proven that they can and will respect their financial commitments to their players.
 

maxd

PAB (Complaints) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
I've recently been in touch with a rep from this casino group. Hopefully they'll clear things up. If that happens and there is a clear path forward in terms of dealing with future issues then we'll consider upgrading this Warning to "Under Review".
 

Users who are viewing this thread

Top