The player from Greece accidentally placed low bets on roulette before winning 210 euros with a 5-euro bet. He requested the restoration of his total winnings amounting to 300 euros. The complaint was marked as unresolved by the Complaints Team due to the casino's lack of cooperation in addressing the issue. The player was advised to submit a complaint to the Anjouan Offshore Finance Authority for further assistance.
Fast Slots Casino - Player requests restoration of winnings.
Unresolved
Our verdict
No reaction
Black points: 114
Amount: €300
Fast Slots Casino
Safety Index:LowCase summary
Discussion
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11 months ago
Translation
I bet by mistake on 4-5 spins of 0.10 -0.40 minutes on roulette and as soon as a notification from Pragmatic appeared I corrected the bet, I won the 210 euros on a spin with a bet of 5 euros, not a cent more, please restore my winnings of 300 euros, thank you in advance
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11 months ago
Dear manolisgkantos4,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Fast Slots Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you contacted the casino regarding the issue? Have you received any response?
- Is there any supporting evidence of the situation that would clarify the situation?
- Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
Thank you very much in advance for your reply.
Best regards,
Tomas
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11 months ago
Vex (FastSlots)
19 Μαρ 2025, 00:42 EET
Hello,
Greetings from FastSlots!
After reviewing your gameplay, our respective team has detected that you have made bets above 5 EUR/USD with bonus funds, which is against our Bonus Terms & Conditions.
Please note that we reserve the right to revoke any bonus funds and winnings if a customer is found in breach of our terms listed in our "Bonus Terms and Conditions" or "General Terms and Conditions".
As such, the winnings gained from the bonus have been voided, and your bonus was re-credited.
More details can be found here – https://www.fastslots.com/bonus-terms
The bonus in question is: 18010013845121649200% / Bonus Welcome Offer
Example rounds where you bet over the limits are as follows: 165121749109008
Thank you for understanding and we remain at your disposal.
Kind regards,
Vex
FastSlots Support
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11 months ago
TranslationWhen I won, I had a bet of 5 euros, but I had mistakenly bet a few euros too high on a few different roulette rounds, which I corrected in the following rounds after being notified, but they had let me bet 5 euros too high on the round without correcting the mistake themselves and not letting me play the roulette round intentionally so that I would lose my winnings.
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11 months ago
TranslationTo put it simply, they let me complete more rounds than allowed with a simple warning without stopping the round like in evolution, and so now that I've won 338 euros, they confiscated it.
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11 months ago
TranslationThat is, after the mistaken bet of ten cents of the euro, I had lost whatever happened to my capital, their system has you exposed, which does not interrupt the round.
As a result of the above 10 euro cents that you will bet, you are already a loser and you simply do not know it yet, and if you win at fruit, your winnings will be confiscated again due to a minor error in the pragmatic system.
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11 months ago
Thanks for the explanation, manolisgkantos4.
Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:
The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.
However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is tomas@casino.guru.
You should be able to request your game history from casino support. This is a record of all bets taking place for a chosen period, bet amounts, and other information in .csv or a similar format.
I kindly ask you to send me these records for review.
Thank you in advance for your reply.
Best regards,
Tomas
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11 months ago
Translation18 Mar 2025 21:45Lucky 6 RouletteEUR5.000000000.00000000165137643909008
18 Mar 2025 21:45Lucky 6 RouletteEUR5.000000004.00000000165137391509008
18 Mar 2025 21:44Lucky 6 RouletteEUR5.000000005.00000000165137148509008
18 Mar 2025 21:43Lucky 6 RouletteEUR5.000000004.00000000165136887309008
18 Mar 2025 21:43Lucky 6 RouletteEUR5.000000002.00000000165136667609008
18 Mar 2025 21:42Lucky 6 RouletteEUR5.000000004.00000000165136379209008
18 Mar 2025 21:41Lucky 6 RouletteEUR5.000000002.00000000165136095309008
18 Mar 2025 21:40Lucky 6 RouletteEUR5.000000006.80000000165135831209008
18 Mar 2025 21:40Lucky 6 RouletteEUR5.000000006.00000000165135587909008
18 Mar 2025 21:39Lucky 6 RouletteEUR5.0000000017.6000000165135322309008
18 Mar 2025 21:38Lucky 6 RouletteEUR5.000000005.60000000165135065309008
18 Mar 2025 21:38Lucky 6 RouletteEUR5.000000002.00000000165134783809008
18 Mar 2025 21:37Lucky 6 RouletteEUR5.0000000015.0000000165134532309008
18 Mar 2025 21:36Lucky 6 RouletteEUR5.000000000.00000000165134285409008
18 Mar 2025 21:35Lucky 6 RouletteEUR5.0000000031.5000000165134033009008
18 Mar 2025 21:35Lucky 6 RouletteEUR5.000000000.00000000165133837009008
18 Mar 2025 21:34Lucky 6 RouletteEUR5.000000004.70000000165133654509008
18 Mar 2025 21:33Lucky 6 RouletteEUR5.000000003.80000000165133347209008
18 Mar 2025 21:33Lucky 6 RouletteEUR5.000000003.80000000165133082809008
18 Mar 2025 21:32Lucky 6 RouletteEUR5.000000001.80000000165132839509008
18 Mar 2025 21:31Lucky 6 RouletteEUR5.000000000.00000000165132582309008
18 Mar 2025 21:30Lucky 6 RouletteEUR5.0000000020.6000000165132332509008
18 Mar 2025 21:30Lucky 6 RouletteEUR5.000000005.60000000165132086409008
18 Mar 2025 21:29Lucky 6 RouletteEUR5.000000000.00000000165131847409008
18 Mar 2025 21:27Lucky 6 RouletteEUR5.000000005.60000000165131145209008
18 Mar 2025 21:26Lucky 6 RouletteEUR5.0000000012.4000000165130947309008
18 Mar 2025 21:25Lucky 6 RouletteEUR5.000000003.80000000165130698609008
18 Mar 2025 21:25Lucky 6 RouletteEUR5.000000004.00000000165130438909008
18 Mar 2025 21:24Lucky 6 RouletteEUR5.000000005.60000000165130182609008
18 Mar 2025 21:23Lucky 6 RouletteEUR5.000000001.80000000165129911709008
18 Mar 2025 21:23Lucky 6 RouletteEUR5.000000003.80000000165129648109008
18 Mar 2025 21:22Lucky 6 RouletteEUR5.000000008.60000000165129393609008
18 Mar 2025 21:21Lucky 6 RouletteEUR5.000000002.00000000165129142009008
18 Mar 2025 21:20Lucky 6 RouletteEUR5.000000006.00000000165128892709008
18 Mar 2025 21:20Lucky 6 RouletteEUR5.000000004.70000000165128633209008
18 Mar 2025 21:19Lucky 6 RouletteEUR5.000000002.00000000165128354609008
18 Mar 2025 21:18Lucky 6 RouletteEUR5.000000008.60000000165128098209008
18 Mar 2025 21:18Lucky 6 RouletteEUR5.000000006.50000000165127853509008
18 Mar 2025 21:17Lucky 6 RouletteEUR5.000000003.80000000165127589909008
18 Mar 2025 21:16Lucky 6 RouletteEUR5.000000004.00000000165127330609008
18 Mar 2025 21:15Lucky 6 RouletteEUR5.000000005.60000000165127084709008
18 Mar 2025 21:15Lucky 6 RouletteEUR5.000000000.00000000165126829309008
18 Mar 2025 21:14Lucky 6 RouletteEUR5.000000004.70000000165126567209008
18 Mar 2025 21:13Lucky 6 RouletteEUR5.000000004.70000000165126326509008
18 Mar 2025 21:13Lucky 6 RouletteEUR5.000000006.80000000165126137309008
18 Mar 2025 21:12Lucky 6 RouletteEUR5.0000000011.5000000165125878609008
18 Mar 2025 21:11Lucky 6 RouletteEUR5.000000002.40000000165125614709008
18 Mar 2025 21:11Lucky 6 RouletteEUR5.000000002.90000000165125354109008
18 Mar 2025 21:10Lucky 6 RouletteEUR5.000000005.60000000165125099509008
18 Mar 2025 21:09Lucky 6 RouletteEUR5.000000003.80000000165124832209008
18 Mar 2025 21:09Lucky 6 RouletteEUR5.000000002.00000000165124562509008
18 Mar 2025 21:08Lucky 6 RouletteEUR5.000000005.60000000165124347809008
18 Mar 2025 21:07Lucky 6 RouletteEUR5.100000004.70000000165124065909008
18 Mar 2025 21:07Lucky 6 RouletteEUR5.000000003.80000000165123794109008
18 Mar 2025 21:06Lucky 6 RouletteEUR5.000000003.80000000165123511509008
18 Mar 2025 21:05Lucky 6 RouletteEUR5.000000003.80000000165123331109008
18 Mar 2025 21:05Lucky 6 RouletteEUR5.000000006.50000000165123019609008
18 Mar 2025 21:03Lucky 6 RouletteEUR5.00000000210.600000165122537409008
18 Mar 2025 21:02Lucky 6 RouletteEUR5.000000002.00000000165122269309008
18 Mar 2025 21:02Lucky 6 RouletteEUR5.600000004.40000000165122022209008
18 Mar 2025 21:01Lucky 6 RouletteEUR5.8000000011.8000000165121749109008
18 Mar 2025 21:00Lucky 6 RouletteEUR4.800000001.80000000165121506409008
18 Mar 2025 21:00Lucky 6 RouletteEUR4.100000005.30000000165121255409008
18 Mar 2025 20:59Lucky 6 RouletteEUR3.000000001.80000000165120981509008
18 Mar 2025 20:58Lucky 6 RouletteEUR2.100000003.80000000165120750109008
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11 months ago
18 Μαρ 2025 21:03Lucky 6 RouletteEUR5.00000000210.600000165122537409008
this is my lucky round with 5 euro bet
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11 months ago
Dear manolisgkantos4,
I am afraid I will need your game history in the format I requested earlier to proceed.
The records need to be complete for the entire time the bonus was active. Be sure to request the information from the casino support and forward the information to me in the format we may review.
If the casino refuses to give the information to you, please save the communication with them and forward it to me instead.
My email is tomas@casino.guru
I apologize for the inconvenience.
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11 months ago
TranslationThey don't have live chat and I sent an email and I'm waiting for their response.
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10 months ago
Thank you very much, manolisgkantos4, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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10 months ago
Dear manolisgkantos4,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
Since Fast Slots Casino hasn’t registered their representative account on our platform yet, they can’t respond directly in this thread. However, I’ve reached out to their representative through another channel regarding your issue and am currently awaiting their response. I’ll keep you updated here as soon as I have any news.
Thank you for your understanding and patience!
Best Regards,
Kubo
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10 months ago
TranslationThank you, it's a shame what's happening to their casino and online gambling.
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10 months ago
TranslationThank you, it's a shame what's happening to their casino and online gambling.
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10 months ago
The correct procedure when your bet exceeds the allowed 5 euro bonus on Pragmatic is to pause the game and display the casino's main menu. This has happened to me again.
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10 months ago
TranslationI believe I should be vindicated since it's not my problem but theirs that nothing is working well in the casino!
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10 months ago
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.
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10 months ago
Dear manolisgkantos4,
I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.
In the meantime, I recommend submitting a complaint to the Anjouan Offshore Finance Authority (AOFA) via this link. If the link does not work, please visit the casino’s website, scroll to the bottom, and locate the license badge. Clicking on it will display the license, where you can then proceed by clicking the "File a Complaint" button.
For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators.
If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at jakub.m@casino.guru.
I’m truly sorry that I couldn’t provide a more favorable resolution this time.
Best Regards,
Kubo
