Fair Go Casino - Player claims that payment has been delayed.

I received an email stating I had won $1000 in some sort of drawing great I was excited then the rest of the email explains its treated as a no deposit bonus which is subject to 60x play through. Holy shit thats $60000 with a max cash out of $5000 and usual terms and conditions apply. So I started playing and after 3 days had managed to wager $60000. Now briefly I played a slot that allows you to hold the winning reels to hopefully make it a bigger winner I wasn't really familiar with that game as I'm just trying to power through that enormous playthrough. Well once I looked and saw the bet once at $25 I immediately stopped and never went over the $10 limit again. We are talking about 30 spins or so out of the more than 8000 I had to play to satisfy the requirements. I was utterly amazed that I met the that outrageous wagering amount and was just thrilled to cash out the $2400 that I then had as a balance. Only to receive another email saying that because of those small fraction of spins that violated the terms it's was all taken. So I reached out to them in a chat which I will send to you. My point is this is the first time it's happened and I've deposited lots of money in this casino sometimes not using a bonus at all. I hardly think the punishment fits the crime. Take an appropriate punitive portion of the balance but not just cancel the entire balance. You can read more in my chat transcript and then give me your thoughts please.

1468/5000

Dear farmboy70jmjd,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear farmboy70jmjd,

Have you received your withdrawal from the casino yet?

Well I received my response from them that I violated the terms and conditions on betting and the took all of it. I explained all of this in my initial complaint that I understood there would be a penalty but to just take all of it when less than .324% of the over 8500 spins I had to make seems unreasonably severe. Them taking a percentage or subtracting any gains from the spins that were over the limit seems way more fair.....especially with a name like Fairgo as the casino title.

Thank you for your reply, farmboy70jmjd. Do I understand correctly that the casino confiscated your winnings because you breached the maximum allowed bet?

Unfortunately, for some reason, I am not able to download any documents that you have attached to this complaint. Could you please forward everything to kristina.s@casino.guru? Thank you in advance.

I sent the Chat transcript to the email you provided.

farmboy70jmjd, 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.

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

However, if you feel like you have been mistakenly accused, feel free to forward your game history from the moment you started playing with a bonus, together with a link to the bonus you activated to kristina.s@casino.guru. Thank you in advance.

No I think it's just unfair.

I completely understand your frustration, sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

In case you change your mind, feel free to forward me your game history to the above-mentioned email address and I can review it.