Fair Go Casino - Player's winnings have been confiscated.

Hi, i have never felt so scammed in my life, it makes me sick to my stomach, My name is John i have been playimg with Fairgo casino for a number of years now, i have lost thousands, and never hsve i madeva withdrawl. Today i mafe a deposit of $50 and opted for a 200% match bonus with spins, i played the funds, i wagered it as per terms and comditions, my betting value was at its higest of $9.50 i never went a cent more than that. Basically i won $6500 approx, my account is veried so i hapily made a withdral of $2500 as that was the max im.allowed. I noe have $4000 im my account which i lost it all using same betting value $9.50, so at this stage i had no money in my account except the $2500 penfing withdral. I was now browsing the site amf i saw a $25 free bonus, so i opted in for it, anyway i played that down not thinking that would have an effect. Nie first there are no warning signs, to tell u that by clicking this $25 dollar bonus u will.loose $2500 no one woukd willingly do that, so i jus lost $4000 of my winnings, and the $25 free bonus, now by me takimg that free bonus i niw realised they have the right to decliney payout, woukd i domt understsnd is how openly with no mercy can a company rob a customer of theres who has beem loyal to them for years, how is this casino still open? Me taking that $25 obviously not intentionaly, it plays no advantage to me or my gameplay, i did not cheat i played fair only now to realise this site is the most un Australian company i have seen, i feel robbed i feel scamed please someone help me to take these crooks off the net, us gamblers deserve more respect and understanding then wat i am exoeriencing right now, i am going go post tbis review wherever i can e everyday for the rest of my life, so people do not get scamed agaim like me,

If you are the owner or managers of Fairgo casino and you are reading this, please i beg u to loom into this again, and give me my winnings of $2500 i ask from my heart, thid is terrible wat ur doing to ur customers, u are praying on gamblers its so terrible i cant fatham, how much money this site makes i just cant understand and agree with it being declined, i am Sad i am so angry and i sooo embarassed i let myself get scammed like this, i feel so depreesed abouy this, my mental health has ralidly declined im the last 5 hours, please im begging FAIRGO to te reconsider my sitch and to start treating there custermers better give us the respect we deserve...

Kind refards.

John G

Jongal06

Dear Jongal06,

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

Hi kristina, sorry no they have declined my payout the reimbursed me with my original $50 they took all my winnings based on a very small formality which was not intensional

Thank you for your reply, Jongal06. Would you be so kind as to share what the small formality was? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have sen you an email as requested please gelp

So just to summarize - the casino confiscated winnings from an already pending withdrawal only because you activated a $25 free chip. Have you accumulated any winnings with the second bonus? Did the casino cancel your pending withdrawal right after you activated this bonus?

Yes exactly! I had $2500 sitting in witg withdrawl waiting to get processed, i then lost $4000 of my winnings...only then when my account was on $0 and a pending $2500 withdrawl i then redeemed a coupon. I found out the day after via email that the $2500 withdrawl was then taken off me and they refunded my initial deposit of $50......it is absolutely disgusting, i could not believe it.....

Waiting for reply

I apologize for my late reply, Jongal06. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear Jongal06,

I’m really sorry to hear that your winnings have been voided. I’ll contact the casino and try my best to resolve the situation. 

 

I would like to invite the representatives of Fair Go Casino to join this conversation.

Dear casino team,

Can you please clarify the situation? Do I understand correctly that the simple fact that while having a pending withdrawal, Jongal06 redeemed a free coupon, is the only reason for non-payment in this case? Could you please explain how would the free coupon affect the player’s existing winnings, even if he had won from it?

Thank you in advance for your reply.

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’.

Hi there,

I have checked the player’s account and can confirm that the payout was denied due to the redemption of a free bonus while they had a pending withdrawal.

As per Fair Go terms and conditions, the redemption of free bonuses is not allowed while there is a pending withdrawal. Upon signing up all players must confirm they have read and agree to the terms of the casino.

I see the player had another case of withdrawal denied because he broke the max bet rule. Unfortunately it does not look like the player is aware of our betting terms, which leads to such disappointment. We advise all players to read the terms and contact support if they have any questions.

Its a complete scam! The bonus i opted in for was after i made the withdrawl, it was pending! The bonus i got in no possible way gave me an advantage in winning the money i tried to withdraw! FAIRGO CASINO IS A SCAM! The amoumt of money this site is making by scammimg genuine hard working citizens, it is disgusting, i am sick in the stomach on how they can justify tbis rule! THE MONEY WAS PENDING WITHDRAWL?????? i opted for the bonus when my account was on zero, u guys offered it to me!!!!!!!! A $25 free bonus...lost me $2500 its a scam!

Thank you, Fair Go Casino team, for the reply. Could you please explain why is redeeming free bonuses in player accounts with pending withdrawals punished by voiding previously accumulated winnings?

Hi there,

As per the casino's terms and conditions:

7. Players with one or more pending withdrawals currently in their account are not eligible to claim any bonuses, promotional or otherwise, until such withdrawals are either processed or cancelled. Abuse of this policy, as defined by the casino, may result in cancellation of the player's winnings.

We apologize for any inconvenience this may cause. Unfortunately there is nothing further we can do in this matter.

Thank you for your understanding.

Thank you, Fair Go Casino team, for the reply.

We understand that the fact that Jongal06 redeemed a free coupon while there was a pending withdrawal request in their gaming account put him in breach of the casino’s Terms and Conditions, however, the point here is that the player apparently did not gain any advantage by their action. Thus, we see no good reason for confiscating the player’s funds, that do not even have anything to do with the free coupon they redeemed.

Furthermore, at Casino Guru, we believe that creating a safe environment for players should be one of the main priorities of great online casinos. A part of this safe environment is that restrictions are implemented on the casino’s end so that players can’t break them by accident. It’s really not hard to implement a feature that wouldn’t allow players to redeem a coupon when they are not allowed to.

With that being said, we believe that the confiscated amount should be paid out in full. In case the casino refuses to comply with our ruling, this case will be closed as ‘Unresolved’ and classified as ‘Against fair gambling’, which will negatively affect our rating of the casino.

I’m setting the timer for 7 days.

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’.

Hi there.

The casino's decisions remains the same.

Thank you, Fair Go Casino team, for the reply.

 

Dear Jongal06,

I apologize, but since the casino team is refusing to reconsider their decision in your case, we cannot continue resolving this complaint and we are forced to close it as ‘Unresolved’, as explained earlier.

I am very sorry I couldn't be of more help, but closing this complaint as ‘Unresolved’ will at least negatively influence the casino's rating and other players can read about your experience in our review.

I hope you will never come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint at the request of Fair Go Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hi there,

We are responding to the complaint regarding the confiscation of a player's balance following a Terms and Conditions violation.

We maintain that our actions were appropriate, consistent with our terms, and necessary for the proper operation of our platform. The player's acceptance of our terms and subsequent violation thereof justifies our response, regardless of whether an immediate advantage was gained.

The complaint's suggestion that rules should only be enforced if technically prevented would create an untenable operating environment for online casinos. We respectfully request that our position be upheld.

Regards,

Team Fair Go Casino

I thank you Matej @ Casino Guru for looking into this I K is it has been 2 years since this unfair Robert by Fairgo Casino occured, if I could only show the amounts I have deposited and most in this site, and the one time I win I get robbed y this scam of a Company, all I did was accept the bonus, which they randomly have me while .y winnings $2500 and more were in the stages of being processed the bonus I activated hand no relation or advantage to wat was already getting processed.... This site is a scam and it's not fair to me and others that put our money in with trust and then we get robbed blindly,

My question to Fairgo, is why do you not have a blockage to stop this from happening, for example when I activated bonus why was there not a prompt or error message of some sort to protect players making that stupid mistake, ???? Example other sites like Ricky casino if I am in any way going to accept or click on something that would effect my withdrawal the system will not allow me?? Answer that question for me at least....

And please why would I be so stupid enough to except a lil bonus knowing I loose 2500 and rest of the amount in my account,

Just admit U robbed me of $2500 and I think there was over $5000 or more which I couldn't transfer Until the 2500 settled,

My kindest Regards to Casino Guru and Matej for you concerns, and mostly the belief I. My complaint, but Fairgo don't care about it,or any others, like me

Kindest regards

John Galluccio

Dear Fair Go casino representative,

The online gambling is a competitive environment, and all the jurisdictions are trying to do their best to be a safe environment, and we also.

In this complaint, you are trying to point out that the players should read the terms, and if you insist on that, then I need to say you have a competitive disadvantage against your competitors because they are trying to set the environment in a way that such mistakes are not possible, as happened here.

However, I would like to investigate this case further.

So please could you tell me which exact bonus Jongal06 took. Was there any cap on that bonus? Maximum withdrawal, for example?

When he attempted to withdraw the money, were the wagering truly finished? (Was the cap on the money applied already if there were some?)

Most important question: Did Jongal06 gain some advantage by taking another bonus while he was waiting for withdrawal?

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.

Unfortunately, the casino is not responding, and therefore I am closing this complaint again.