Fast Slots Casino - Player’s withdrawal request is delayed.

My complaint is directed at FASTSLOTS, a casino part of the same group as Golden Panda but not yet listed on your site.

A few days ago, I registered and was able to deposit and withdraw without issue. Days later, the casino asked me to verify my identity if I wanted to continue withdrawing, which I did. I provided all the documents they requested (national ID, passed the facial verification on their website, bank certificate, and a bill to prove my address).

Since all the documents were correct, I was able to continue depositing and withdrawing without any problems.

As I am addicted to gambling and felt the situation was getting out of hand, I requested the permanent closure of my account and the withdrawal of my balance (671 euros). The account was closed for responsible gambling, but in order to withdraw, they require a bank document showing my name, IBAN, and address.

Upon contacting my bank, they informed me that they do not issue such a certificate (with all that information). The bank certificate only shows the account holder's name, the IBAN, and the SWIFT code.

I have already verified my address before, and the casino is demanding an unreasonable document that I cannot obtain.

It seems to me that their only intention is to create obstacles to avoid paying a player who will no longer give them profits.

Thank you

Dear juliobit8,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have you informed the casino that your bank does not issue a document with all the requested information visible? Have you received any alternatives for your bank account verification, e.g. a video from your banking app?

Has your bank certificate been previously verified by the casino?

Am I correct in understanding that the bank certificate showing your name, IBAN, and address, is the only document that has not yet been approved by the casino?

Have you visited the local branch of your bank to request such a document?

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

Best regards

Veronika

Hello Veronika.

Thank you for your attention.

The bank has told me that there is no document in which the name, IBAN and address appear at the same time.

I have told the casino but I have not received a reply for three days (before the responses were almost immediate)

My account had been verified a few days ago when I had to present, separately, an identity document, facial recognition, bank certificate (where the address does not appear) and electricity bill to prove my address.

By providing all these documents, they verified my account and I was able to continue withdrawing, but now that I want to close it, they don't seem to be enough and they ask me for a bank certificate that reflects IBAN, name and address all on the same document (and that document does not exist).

Thank you very much for your attention

I update the case.

After several calls to my bank and exchanges of multiple emails, I have obtained a document that meets the casino's requirements (name, IBAN, address appear)

When I send it to them, they tell me that they have reviewed it and that they want another document that shows the name, IBAN, address, BIC code and date.

With this last certificate that I have sent, the casino has 3 bank certificates:

1- with ownership and IBAN

2- with ownership, IBAN and BIC

3- with ownership, IBAN, address and date (in this last one the BIC is missing but they have it in the other certificate, in addition to being public data that can be found on Google by typing "BBVA swift code")

It is clear that the casino does not want to pay me the balance in my account and is looking for excuses. They have all the data they require but in different certificates.

I would like to remind you that my account WAS ALREADY VERIFIED.

WHAT A CASINO SCAM

Hello Veronika.

After exchanging several emails with the casino, they have come to their senses and have credited the balance in my account, so my complaint can be closed.

Thank you so much.

Dear juliobit8,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika Fritz 

Casino.Guru