Fair Go Casino - The player's winnings were canceled.

Refusal to payout my winnings. I deposited money into my account and played with bonus money. I had a win and eventually played through my payout then had a large win of $9504.50. I applied for the withdrawal in two payments of $2,500 each and was just playing around with the rest. They have now declined my payout saying that I was against the terms and conditions and was either running in conjunction with other promotion offers or existing account balance. My balance was less than $1.00 which they allow. I know this as a case as I remember playing off the last of my money to below $1.00 in the hope of winning some games. It was over 2 hours later when I did the deposit/promotion. I am guttered I am a single mum and a university student and due to this win I ended up spending the saved savings I had on my kids and now I have nothing left.

Hello natashanewton75,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Fair Go Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? What kind of bonus did you use before this one? When was the last time you spoke to the casino and what was it about?

Is it possible to forward your deposit/bonus and betting history to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

I have just emailed you all of the details. Please let me know if there is anything else you require.

Hello natashanewton75,

As it is not possible to determine whether you had more bonuses active at once from the information you forwarded (as it contains only the deposit and bonus claims), we will need to get in touch with the casino so your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello natashanewton75,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Fair Go Casino to join the conversation.

Dear Fair Go Casino,

Can you please provide more information regarding the player's voided winnings? If the information can't be shared publicly please forward any relevant evidence to back up your decision to my email michal.k@casino.guru

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.

Hi there,

The player had a balance of more than $1 when they redeemed the coupon, which is a violation of the bonus terms and conditions. Unfortunately, this meant the player’s winnings were in turn voided.

I have asked for proof which still has not been received I do not believe I had more than $1.00 in my account as I remember playing the money down and I believe I only had $0.26 left I never leave anything above $1.00 in the account ever. They refuse to provide the proof

Dear Fair Go Casino,

Please forward any relevant evidence to back up your decision to my email michal.k@casino.guru

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.

Dear natashanewton75,

Can you please confirm which bonus have you claimed that you gained your winnings with? Was this bonus available in the casino promotion tab, did you receive it via email, or how did you find the bonus? Was there a maximum win/cash-out limit mentioned in the bonus T&Cs?

hi, just going through all my information and I forwarded all verifications etc to Nicolas. I can’t find the email that I sent him. Do you have a copy of this??

The promotion was called "CWilds". I claimed it under the promotion tab. By the time the feature was finished I believe I had won approx $2500 I continued to play off that money and then had the large win of a $9k win

Dear natashanewton75,

I was able to locate your previous email to my colleague in our system. The deposit bonus with coupon code WILDS is no longer available in the Promotion tab so I could not check all the bonus T&Cs. Anyway, the casino has provided us proof that your balance was $1.57 when you claimed the promo code WILDS, however, we think that even if your balance was not under $1 this doesn't give you any unfair advantage, and thus voiding your winnings is not fair in our point of view.

Dear Fair Go Casino,

Technically, you are right that the player has (most likely unintentionally) violated your bonus terms and conditions by 58 cents, but what unfair advantage did the player gain with this? As the bonus with promo code WILDS was a deposit bonus and the player has deposited their real funds, so you still had the house edge. Ideally, we would like to see players not be able to claim any other bonus if the previous bonus wagering or other conditions have not been met. An acceptable feature would be to warn the players with a pop-up message that if they decide to claim another bonus, their winnings could be voided, and if the players still claim the bonus, then it would be solely at their risk.

We at Casino Guru 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. We kindly advise you, as part of a fair approach, to reconsider your decision and allow the player to withdraw their winnings.

Thank you for taking the time to express your concerns regarding the player's bonus violation. We appreciate your feedback on creating a safe environment for players.

While we understand your perspective, we have thoroughly reviewed the situation and concluded that the player did, in fact, violate our bonus terms and conditions. As a reputable online casino, we must adhere to our policies and treat all players equally.

Therefore, we regret to inform you that we cannot allow the player to withdraw their winnings. We understand that this decision may be disappointing for the player, but we must maintain a fair and consistent approach to all our players.

Thank you again for reaching out to us and for your understanding in this matter.

Dear Fair Go Casino,

Thank you for the response. I understand that you need to follow your Terms and Conditions but as I have mentioned before what unfair advantage did the player gain with the 58 cents? In all good-rated casinos, we would like to see players not be able to claim any other bonus if the previous bonus wagering or other conditions have not been met, unfortunately, this is not the case in your casino. We at Casino Guru 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. The casino is right from a purely legal perspective, but we consider voiding the winnings to be clearly unfair from the fair gambling perspective. We have received multiple complaints from players on your casino which unfortunately were closed as unresolved - against fair gambling and this case will be another one.

Dear natashanewton75,

Sadly, as can be seen from the casino's reactions they will not change their decision. As mentioned previously the casino has provided us proof that your balance was $1.57 when you claimed the promo code WILDS, however, we think that even if your balance was not under $1 this doesn't give you any unfair advantage, and thus voiding your winnings is not fair in our point of view. We believe that gambling can be fair, and we think that what happened, in this case, could be handled better from the casino side. Unfortunately, we have come to a point, where we are not able to move forward with this complaint. There is not much that can be done now without the casino's cooperation.

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino.

I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

We can only recommend you to take a moment and read a review of each casino before you start playing in the future and only play in licensed casinos with a good rating.

We wish we could be of more help.

Regards,

Michal