Fair Go Casino - Player’s winnings have been cancelled.

I accidentally used a bonus when I had a playable balance so the casino wiped everything on my account which was $1500 - regardless of the fact I won’t nothing off the $12 bonus and regardless of the fact I had $1500. I asked them to make an exception as I was new member and the terms are not clear. They said it’s not there fault I didn’t understand it, the terms are clear. However my research shows this a common complaint - they put me in a negative database when I threatened to report it my bank. All other casino accounts where blocked as a result. I wrote to all casinos involved and asked for my account to be reinstated or my deposits refunded as they had closed my accounts over a rogue casino sharing my details unfairly. OzWin responded saying they will refund all deposits (have not been paid yet) but have also listed me on the negative database. I can find any information on contesting the data base and all other casinos have replied that I must resolve the matter with the casino that listed me, however fair go have not responded to my messages. This whole thing has escalated out of control and all in wanted was fair go to be reasonable. The rules they cited is arbitrary and is not clearly stated, both of which are requirements in Australian law. And now I have to settle the matter with ozwin was well, even though I hadn’t expected they would reinstate my account rather than refund all my deposits

Dear Player123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found https://www.fairgocasino.com/terms-conditions:

"A promotion cannot be used in conjunction with any other promotional offer or existing account balance. If you happen to redeem bonuses on top of an existing playable balance, any winnings will be voided and original deposit reimbursed in your account. All promotional offers are only available to those players to whom the offer was issued directly by the casino. Promotional offers by email are for the intended recipient only and cannot be transferred."

Was this the exact rule which has been used to void your winnings? Could you please forward your cashier and game histories to petronela.k@casino.guru? Please advise if the $12 bonus offer was attached to a deposit or a free promotion. Were your former winnings accumulated with an active bonus?

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

Best regards,

Petronela

This was the exact rule that was used to void all funds in my account. They did reimburse the $20 to my account - that I made when I deposited to claim the first bonus which I had played threw and won $1000 with prior to claiming the free $12 bonus.

My account has been banned and they have shared my personal details and credit cards details with other casino's so I can't access any transaction information but I did copy and paste this information before they closed my account .........

03/18/2021 07:20 AM Miscellaneous Rule Deduction Withdrawal Approved! -$1,530.21

03/18/2021 07:20 AM Miscellaneous Rule Deduction Withdrawal Requested -$1,530.21

03/18/2021 07:20 AM DF-BankWire Withdrawal Declined $1,550.00

03/17/2021 04:32 AM DF-BankWire Withdrawal Requested -$1,550.00

03/17/2021 04:28 AM DF-BankWire Withdrawal Declined $1,050.00

03/17/2021 04:25 AM Redeem Comp Points Deposit Approved! $3.71

03/17/2021 04:25 AM Redeem Comp Points Deposit Requested $3.71

03/16/2021 11:04 AM Redeem Comp Points Deposit Approved! $3.96

03/16/2021 11:04 AM Redeem Comp Points Deposit Requested $3.96

03/16/2021 09:47 AM DF-BankWire Withdrawal Requested -$1,050.00

03/16/2021 08:39 AM DF-BankWire Withdrawal Declined $1,050.00

03/16/2021 04:22 AM Redeem Comp Points Deposit Approved! $1.58

03/16/2021 04:22 AM Redeem Comp Points Deposit Requested $1.58

03/16/2021 04:03 AM DF-BankWire Withdrawal Requested -$1,050.00

03/16/2021 02:56 AM Coupon '12FREE' redeemed $12.00

03/16/2021 02:56 AM Coupon '12FREE' requested

03/16/2021 02:55 AM Redeem Comp Points Deposit Approved! $2.35

03/16/2021 02:55 AM Redeem Comp Points Deposit Requested $2.35

03/16/2021 01:49 AM Redeem Comp Points Deposit Approved! $1.60

03/16/2021 01:49 AM Redeem Comp Points Deposit Requested $1.60

03/16/2021 01:03 AM Free Spin Deposit Approved! $20.40

03/16/2021 01:03 AM Free Spin Deposit Requested $20.40

03/16/2021 01:03 AM Coupon 'GOTM0321' redeemed $35.00

03/16/2021 01:03 AM DF-Credit Card Deposit Approved! $20.00

03/16/2021 01:03 AM DF-Credit Card Deposit Requested $20.00

03/16/2021 01:02 AM Coupon 'GOTM0321' requested

My contesting of the rule was based on the fact that any winnings should not include the payable balance that I had prior redeeming the bonus. In Australia terms and conditions are required to not be arbitrary and stated in clearly. I don't believe the rule is clear that they will take wipe the payable balance as well as any winning from the consecutive bonus, and it is definitely arbitrary. I tried to explain the fact that there have been so many complaints about this rule being misunderstood proves that point, but they simply refused to pay out anything or negotiate with me at all. Because I told fair go that i would report them to the bank and have my transactions charged back they banned me and put me on a negative database, resulting in closure of all casino accounts some I have been playing with for years (intertops). I asked Ozwin to return my deposits if they where not going to reinstate the account which they did but then they have listed me on the negative database again. I feel confident I could resolve this issue with them. but only if the issue with fair go is resolved first.

Thank you very much, Player123, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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.

Hello Player123.

Do you have access to your game log?

I can see that you used few bonus coupons. Are you sure that the winnings are originating only from the real money balance?

I not have access to my game log and yes I am sure that my winnings from a real money balance. I made a $20 despot bonus and managed to meet the play through requirements. It would appear they have refunded the deposits I made but I am still on the negative data base

I would like to invite the casino representative into this case.

Please explain to us what happened and why is Player123 in your negative database.

Hi there,

The customer was removed from the negative database and can play at other casinos. All his deposits at Fair Go have been reimbursed.

Player123, can you please confirm that you are no longer in the negative database and that you received back all your deposits from the casino? Can we close the case?

YEs thank you this case an be closed 🙂

Dear Player123,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.