HomeComplaintsFair Go Casino - Player’s struggling to complete the account verification.

Fair Go Casino - Player’s struggling to complete the account verification.

Amount: A$1,300

Fair Go Casino
Safety Index:Below average
Submitted: 18 Jun 2023 | Resolved : 25 Jun 2023
Resolved Our verdict

Case closed

RESOLVED

Case summary

1 year ago

The player from Australia won a certain amount of money after playing for several weeks, but they are facing issues when trying to withdraw their winnings. The casino keeps requesting identification verification, and despite providing various government-issued documents with matching addresses, they only receive automated responses. Player’s complaint has been resolved successfully.

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1 year ago

I won this amount after playing machines for several weeks and there was no problem depositing my money into the app at all but the minute I try collect my winnings they keep sending me these identification verification emails to wich I responded with my driver's licence wich I had received new in the mail a week prior to my attempt at collection to wich they knocked me back saying the address didn't match my bank statements.To this is replied yet again with several full frame pictures of government issued letters wich had the same address as my licence and as the one I used to set up my account on the app.This has been goin on for a few weeks now to wich I always only get the automated reply to my emails.Ive even tried sending more government issued letters from the past fortnite to have them not reply at except automated responses.Over and over I've sent several different photos of different correspondence from my states government and even told them I will be taking them to the small claims tribunal if this problem isn't rectified.Meanwile this hole time they have no problem with me logging onto my account and depositing more money just to see how they'd react.They have no problem taking my money but this has gone on for longer than there 15 business days they say a withdrawal claim can take and they r leaving me without many options.Please help rectify this in justice.

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1 year ago

Dear jstrachan910,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying your home address seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

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1 year ago

Yes I have submitted my Australian drivers licence wich was only issued a few weeks prior to my claim.I board with my parents so I don't have utility's with address so I sent them government issued notices in full view with no edges or cropping problems.Ive made sure as this is the second time they've knocked me back for my forms having cropped images or missing edges.I tried sending them a bank statement wich I only receive online so I had to go print this off and they tried to say there was a discrepancy with the address than the one I registered on my account.So I've contacted my state government and asked them to post me more correspondence with my correct address,this is the latest for I've sent the casino to complete identification verification.To wich both address r correct and match my drivers licence,on top of this I've received other government mail and sent them more than enough photos of the letter clear and whole.I just hope they do whats correct and pay me my winnings.I do understand that they have a process to wich I've more than accommodated them with.Also I do realise that it is a slow process that can take upto 15 business days wich is why im gettin so frustrated and have contacted yourself as they respond after sometime with more issues and then the hole process begins again,almost like they do it on purpose so that the player gives up and no longer pursues there money.Its still in my account on the app to wich I haven't touched since lodging my original withdrawal so there happy for me to keep playing with the money even know they say my address was cropped out of the original claim.That just seems wrong to me aswell.If my identity was in question wouldn't they close my account or freeze it wile this process continues????????.Thanks for your time and I hope with your help I get the correct resolution and what's rite.

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1 year ago

fileThen on top of the struggle im having already they send me this promotional email re assuring people of fast and trouble free withdrawals.Its like there mocking me.

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1 year ago

Hello. How are you? Please, double check your email address and username. Unfortunately, we cannot find a player with your details.

Moreover, you sent screenshot of Fair Go Casino. Are you sure you have issue with Two-Up Casino, not Fair Go Casino?

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1 year ago

It was fair go sorry and not two up casino since the last email they have approved my identification and have released my money to withdraw.I have since had confirmation of withdrawal confirmation so I apologise for saying two up casino instead of fair go.Thanks for your help netherless the problem since been resolved

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1 year ago

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, jstrachan910, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru


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