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

I had tried to withdraw my winnings previously as I had won close to 3000 after sending paperwork through fair go was not satisfied and asked me for more bank details which I sent through on the 16/09/2020. On the 19th fair go was satisfied with paperwork. I then played a bonus not knowing that apparently I wasn't allowed but then lost that and played my money down to 1000. On the 21/09/2020 I withdrew my 1000 that I had won. Today being 22nd I got an email to state that I will not receive these winnings and they will credit my account $50. As I had won 3000 prior to playing bonus and they were in fact my winnings prior to this I should be entitle to my 1000.

Dear Nicole,

Thank you for submitting your complaint. I'm really sorry to hear about your negative experience. I've checked the casino terms and found this:

"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."

However, from our point of view, it's unfair to void the player's winnings which were won before claiming the bonus. The casino should pay you out that amount if you have won it fairly. Allow me to ask you a few more question before we would try to contact the casino. Did you claim any bonus for your previous winnings? Do you have any proof or conversation with the casino regarding the case? If yes, please forward it to nikolas.b@casino.guru. Thank you in advance.

Best regards,

Nick

Dear nicolebarbour18,

We haven't receive any answer from you. Please note, if you will fail to answer us within the next 7 days, your complaint will be rejected.

Hi thanks for reply not sure why you didn't receive my last message but to answer your questions no bonus was used at all to win any of that money. Also I forward email to you on the 25th September to email address you sent me.thanks again also happy to send email again also thanks

I would like to ask Fair Go Casino to join us help to resolve the player's issue. Could you please provide us any evidence that the player used 2 bonus at once?

Hi there.

Using bonuses on top of pending withdrawals is not allowed and does cause payouts being denied, as per our 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."

Dear nicolebarbour18,

Could you please advise if you have tried to withdraw your money during an active bonus?

Dear nicolebarbour18,

Please note, if you will fail to respond to us within the next 7 days, your complaint will be rejected.

No I did not but I will say one thing I will never play fair go casino again I will take my money elsewhere

Dear nicolebarbour18,

Could you please advise if there is any update regarding your case? I was not sure after your last post here if you completly gave up on your winnings or keep trying?

They never replied i dont want to give up but cant see them giving up and they will keep on with their lies i believe

I believe that it was clearing my winning and that fair go are clearly at fault

Dear FairGo,

Could you please acutaly send us evidence of breaching the terms by the player? Please send it to nikolas.b@casino.guru. Thank you in advance.

Hi Nick,

An email has been sent to you

We reviewed the information and come to conclusion that player made an honest mistake. She didn't mean to abuse the bonus and was not aware of this rule. According to our fair gambling codex, casinos should judge cases like this individually and punish only players that seems to abuse bonuses on purpose. We believe that this is what good casinos will do. This rule that player can't take the bonus while has pending withdrawal is not intuitive and players play for fun, they don't read several pages of T&Cs. Therefore we ask casino to reconsider it's decision.

We would also like to ask casino representatives if the wagering requirements of first bonus were completed, before players took 2nd bonus. If it is so, then we don't see any way how player can abuse bonus by this behaviour.

We haven't receive any answer from the casino yet. Please note, if you won't respond to us within the next 7 days, the complaint will be closed as unresolved, which could lead to casino's rating deduction.

Thank you for your help casino guru

Dear Nicole,

We are still trying to communicate the issue with the casino. However, it may take longer because of holidays. I wish both sides Merry X-mas and New Years Eve.

Best regards,

Nick

Casino.guru

Thanks very much hope you had great Xmas also

Hi there and Sorry for the delay.

We understand the moderator’s point of view, however, we are not able to make any exception in this case. Customer has signed up with us just recently and is not willing to obey and understand our rules – rules she has officially agreed to upon creating an account.

What we can do in this case is credit her a free bonus as a way to "start over". We are happy to offer a $100 free bonus with 60x wagering and increased maximum payout – from regular 5x ($500) to $1000 maximum cashout. This is exactly the amount she was trying to pay out in the first place.

Please let us know if customer is willing to accept it.

Dear Nicole,

Please let us know how did you decide as soon as possible. Thank you in advance.

Ok i will take their offer but still think its unfair

Dear Nicol,

Thank you for letting us know your decision. I'm sorry that you don't find it very satisfying, but based on circumstances it seems to be a fair solution. The complaint will now be closed. Please do not hesitate to contact us if you will come across any trouble in the future, we will gladly help.

Best regards,

Nick

Casino.guru