FanDuel Casino Ontario - Player's account suspended; faces withdrawal difficulties.

I  am complaining regarding my Fan Duel casino in Ontario I have been verified 4 months ago and have around 70 dollars in my account and out fo the blue I was sent a message when I tried to log in 2 weeks ago that I needed to reset my password and my account was suspended I did reset my password successfully but when I reached out as it was still suspended I was told to send my id again so I sent all of it and then asked to send the E transfer for SEPTEMBER 6 2023 I Did but did tell them there are not the only casino Has I also have other CASINOS that I use my E-transfer for that are with pay direct and since they did not tell me the amount and its in September and now we re in December I did sent them the transaction and did email them to ask what amount are you looking for but never answered me Now my money is in there would like the funds withdrawn into my bank E-TRANSFER THE SAME WAY AS MY DEP

905/5000

Dear mp8215mulready,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with FanDuel Casino Ontario.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly you had trouble identifying which deposit transaction you were supposed to verify in the casino?
• Could you please explain if you played with bonuses from the casino?
• Was the e-transfer the only payment method you used to deposit in the casino?
• Did you submit a bank statement from the whole month of September to the casino, please?
• If you have your correspondence with the casino saved, please forward the responses from the casino you received to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

NO BONUS WAS USED I have only used e -e-transfer and have made deposits with them and withdrawals with no issues before Just got an email yesterday saying the September 6 /2023 deposit amount was 200 so I now sent that to them. When they originally asked for the dep on Sept 6 with no amount. I did send them the dep of 10 dollars but I would have sent it from the start had they been clear about what amount they were looking for seems it was 200 dollars dep I did explain to them that I do have other casinos I use and do use E-tranSfer and they are too with pay direct like fan duel so I did send that AMOUNT OF 200 SHOWING THE DEP STRAIGHT FROM MY BANK E TRANSFER but again It's very odd how they just locked my account after suspending it with simply saying it was to reset my password.. Now it has been more than a week since all this happened and their process is so slow feels like an excuse to keep it suspended or now locked I have funds in there sitting there as I play sports betting and have some fun so keep some dollars in there for my Sunday sports betting I think there are 70 dollars in there Everything that was asked from me as been given to them Id again and selfie with my License plus a selfie with the date todays date the day they asked the dep E-transfer showing the dep of 200 but still my account is locked IT IS NOT OK TO DO THAT TO THEIR CUSTOMERS THAT HAVE BEEN FULLY VERIFIED NOT TO LONG AGO BUT NOW GAVE ALL INFO AGAIN ... First concern for me is in their email never stated the exact amount the dep that they were looking for which for a casino is very odd You never ask for a proof of dep without stating the exact amount so now that they did sent them that too All has been done on my part but they have yet to unlock the account

Hello I just got this email from them after sending them the banking info for my transaction via E-transfer of the 200 dep that was made that was the proof of the dep made with my bank account Now in their recent email I will forward it to you

Hi there, 

Thank you for your patience and for completing the requested verification.

In review of your account and verification documents, we see that your account has been linked to another FanDuel user via multiple devices.

Could you provide a full explanation regarding this finding? Without full clarification regarding this activity, we are unable to continue with the review of your account for reactivation.

As you see seems like they are having an issue with me using different devices for gambling I do not see what business is it if I use the family computer with my user name when I go visit my kids That computer I bought for all of us and one computer or devices can be used is used and shared but I do have my own user account and I only use my account nobody else it when I am down visiting my family still in Ontario I would like them to withdraw my funds that are in my account I do not see how this affects anything by using a different device as I am on my account This has become crazy and unreal Please see for this to be resolved I showed proof of my banking using with my name making the dep from my bank showing my name E transfer was proof and have given that as for what device I use that is my own business my laptop can be down and will use a family household computer kEEP IN MIND A DEVICE FOR GAMBLING IS NOT THE CASINOS BUSINESS WHEN ITS MY OWN ACCOUNT MY ACCOUNT ***** ACCOUNT WAHT I USE IS MY BUSINESS MY COMPUTER COULD HAVE BROKEN AND WHILE ITS BEING REPARED CAN USE ANOTEHR DEVICE WHAT BUSINESS IS IT OF THERIS

 never knew that you cannot use different devices to gamble online I never knew while you're using one device if the game is lagging and no one is on the computer then you use another device to see if the game works better as a laptop is less good for gaming then an expensive computer and that is a fact a family can share a family computer having their user accounts Here is how it works To share a computer with a family member, it’s essential to create separate user accounts for each person. This ensures privacy, personalized settings, and a smooth experience for everyone. There is never a problem using the same devices and you are in your own user account logged in with a password and your own email no one else's I do share devices when I am visiting my kids but have my user accounts logged into with my private password will check my emails. facebook and go on casinos and enjoy some gaming or sports betting Whatever devices is being used it is my business as one computer i n the family household works better than maybe a cheap laptop so when not in use then another can use it never knew it was a crime to use the devices in your family household when visiting your children or staying there for vacation with your family or just want to be a guest at my kid's place never knew I could not visit my children and use the devices that are at the house with my own login info my private stuff Let me be clear I have only ever used my own account no ones else no one has ever used my account and for the devices people have different devises especially when one breaks

Thanks for the update and detailed explanation of the situation.

According to the allegations, at least one more casino account is linked to the devices you used for gambling. Almost universally, the creation of multiple accounts in online casinos is prohibited. Have you registered multiple accounts in the casino to your knowledge?

NO 100% not,, that being said They have re-opened my account .. I always use my account but when I go visit My family, especially at Christmas time stay for days on end even 2 weeks so will use the family computer but my ONLY USE ACCOUNT MAKING IT CLEAR ONLY MINE NO ONES ELSES account They should know people use other devices has nothing to do with being privacy its private and its mine You can close this they have reopen my account CASE CLOSED

Thanks for the update. I am glad to hear your account has been reopened.

We'll close the complaint per your request. I will mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru