FastPay Casino - Player believes that their withdrawal has been delayed.

2 withdrawals, first for $1000 (15/06) second $2000(16/06)

I Have previously had multiple withdrawals to bank acc with no issues including $7500 the previous week, all processed and amount in my bank within 3 days after depositing with Visa bank.

Both these withdrawals are back to Card used to deposit, have not received funds and my bank cannot see any transactions nor have blocked any. Still waiting for fastpay investigation

Dear 85mccurley,

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

Withdrawals were both rejected the same day by my financial Institution, I received the transaction numbers and authorisation codes from my bank which I then provided to fastpay along with bank account statements. Has been in review ever since and no communication as to how long until my mo ey is returned to my account.

Dear 85mccurley,

Have you received your withdrawal from the casino yet?

Still haven't received winnings in bank account or refund to casino account. Still haven't heard back from casino after requesting an update

Thank you 85mccurley for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

They have claimed the transactions were not rejected. I have provided another up to date account statement proving I have not received the funds

Dear 85mccurley,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite FastPay Casino representative to join this conversation.

Dear FastPay Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hi, sorry for this situation. We are investigating the issue with the payment provider. As far as I know player was sent the arn number of the transaction to contact his bank with it. No worries, just will take some additional time to sort it out.

My bank provided me with the authorisation numbers, transaction identification numbers, amounts, and dates the transactions were made, rejected and returned to payment provider. Hardly living up to your name, fastpay casino

Dear FastPay Casino,

Could you please inform us, if you have received any updates from the payment provider?

Thank you.

We sent to the player proofs from the payment provider that both withdrawals were successfully sent and there were no returns. After that we asked him to contact his bank with these documents and provide us with the official reply from the bank confirming that the funds didn't arrive. On Saturday we received this information from the player and transferred it to the payment provider. We expect them to reply soon.

You sent, from your payment provider, what looked like homemade "payment receipts" which seem incorrect, if not blatantly fraudulent.

I have provided multiple account statements proving the money has not been deposited in my bank account.

I have chased up my bank for proof on multiple occasions.

It is not me who caused this problem, yet it has been me who has had to do the work in solving it.

Weeks between updates From your financial department which it would seem consists of 1 person with an abacus and someone from Asian hired purely on their ethnicity.

Dear FastPay Casino,

Have you received any new information regarding the player's withdrawal problem?

Thank you

Hi, we are still waiting information from the payment provider.

I have provided everything you ask for, then I have to wait a week for a response that confirms what I have told you, you then ask for something else. This has been going on for 2 months. The error is not my fault, your payment provider should be doing the run around; not me.

Last month you emailed me payment receipts saying the transaction was accepted and it was complete. Now your admitting that isn't the case, so where'd these Incorrect payment receipts come from?

Just pay me so I can take my business to another reputable casino because you have lost all credibility

Hi, we have got an answer from the payment provider and seems it will take additional time. Because of this, we have decided to issue you the balance to withdraw it with the bank transfer. We shall restrict your account until the payment provider will get the refund and add it to your balance. After that we shall remove this balance from your account and restrictions will be over. I hope we can save a lot of time for you that way. Sorry again for such situation, we have facing it for the first time.

Dear 85mccurley,

Have you received any update in the withdrawal process?

Withdrawals are now completed

Dear 85mccurley,

I'm glad to hear that your issue has been resolved successfully. I will now 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 any issues with this or any other casino in the future. We are here to help.

Best regards,

Mirka

Casino.Guru