Fair Go Casino - Player’s bonus winnings have been voided.

Over a few weeks I won $144,000.00. I done the required play through amount in the first day or so of winning.

After I was verified, I tried to withdraw $7500 and played the rest down to $103,000.00

A few days later the whole lot was voided and I had only $30 on my account.

I am distraught. How can they do this to me. . .

Dear Breanna,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue. Do I understand correctly that you have been accused of breaching the maximum bet rule while completing bonus wagering?

I carefully checked the Bonus Terms on the website, and this is what I found (here):

„Promotional Terms & Conditions

In the interests of fair gaming, there are limits on the maximum bet sizes you can place during the playthrough of any bonus including cashback offers. $10 is the maximum bet unless specifically stated otherwise. Betting above $10 during a bonus playthrough will result in any promotion winnings voided."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.

Please do not hesitate to forward your game history in Excel format to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I have asked for a copy of my game history but cannot get anything as it dates back to 3/1/22. I believe I had finished the play through betting $6.25 .

Is there any way I can get my winnings.

Dear Breanna,

Have you tried requesting your game history from the casino directly? Is there any relevant communication that you could forward to petronela.k@casino.guru, please?

I have asked many times they just keep saying they are sorry but there is nothing they can do.

I have forwarded the email to you that was sent to me

Thank you very much, Breanna, for your reply and forwarded communication.

Could you please advise if you are aware of breaking the max bet rule as it is described in the casino's message?:

"Wagers were made 55 times when playing the game Cash Bandits 2 with an average bet of $ 22.27 during the bonus playthrough from coupon LEGEND200."

Looking forward to hearing from you.

I thought I had only bet 6.25. I was totally unaware of the max bet rule also. I had spoken to many people via chat about the terms and conditions and withdrawals just to make sure I was doing everything right. But not once did they tell me about the max bet rule and that I apparently had broken it.

There isn't even a bet you can do for $22

Thank you very much, Breanna, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you

Dear Breanna,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. We need to see the game history first. I would like to invite Fair Go Casino to the conversation to participate in the resolution of this complaint.

Ok thanks

Hello,

We have checked the player’s gaming report and can confirm that she broke max bet 55 times while playing with the deposit bonus coupon LEGEND200.

If you wish to see the report I can email it to you.

Dear Fair Go Casino team,

Please send the game history to my email address (peter.m@casino.guru). Thank you.

Did they send it to you. Can I please have a copy . Thanks

Dear Fair Go Casino,

Could you please forward the player's whole game history to my email address?

And mine too please

We would like to ask Fair Go Casino to reply to this complaint and provide the player's full game history. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Fair Go Casino,

Thank you for the game history you provided.

Dear Breanna,

I've looked at the game history and I'm afraid it doesn't look very well. The data suggests that you broke the max bet rule quite a lot of times. If this is the case, I'm afraid there is nothing I can do for you. 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. 

Dear Breanna,

Based on the evidence provided by the casino we are rejecting your complaint. I can only recommend you to be more careful with the bonus rules and keep an eye on the maximum bet in the future. If you disagree with our decision, I suggest you contact the Curacao Gaming Authority (certria@gaminglicences.com). I wish I could be of more help.

Best regards,

Peter