FastPay Casino - Player has been accused of creating multiple accounts.

Hi, I signed up to Fastpay casino. I won $600AUD without any bonus so I tried to withdraw. I have my Identification papers & suddenly they closed my account taking all my money. I asked why and was told i had a duplicate account. I asked what account they were referring to, they gave me the name of my friends account simon c***. I had let simon use my laptop one day when his phone had been stolen. I explained this to the representative only for them to change the reason to the fact they believed I may be underage. This was ridiculous to me as I am 37years old, so i produced my Australian Drivers licence & Australian proof of age card. They then changed back to the duplicate account issue so I got my friend simon to contact them &produce his ID. They refused to shut his account stating they were aware we were 2 seperate people. They said Simon had opened his account earlier to mine so he wasn't getting his account closed. They told me i had violated the terms by allowing someone the use of my laptop. They told me I shouldn't let anyone use my devices. By these standards this means that no player can use a public library computer? I thought the reason we had passwords was so we had private accounts? I was unaware that by using another device (which we all do) I could lose $600. I have emailed and tried talking to them only to be shut down and hung up on via live chat. That is no way to treat customers. What can I do? This is unfair and wrong of them to do. Can you help me?  

Dear Sarah, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs and I found this:

„9.1 Each player can create only one (1) personal account.

9.2 Creating multiple Player Accounts by the same player can lead to termination of all such accounts and confiscation of all funds on the balances. The player shall not provide access to his or her Player Account or allow any third party, including, but not limited to minors, to use the Website.

9.3 Any returns, winnings or bonuses which a player has gained or accrued during such time as the Duplicate Account was active may be reclaimed by us, and players undertake to return any such funds which have been withdrawn from the Duplicate Account to us on demand.

9.4 The Website can only be used for personal purposes and shall not be used for any type of commercial profit.

9.5 Only one account in Fastpay casino can be opened per one person, one IP address, one physical address, one device, one payment wallet or bank card owner. The violation of this rule will lead to the blocking of the account and confiscation of active balance."

Did your friend use your device to play at this casino? If yes, did he play with his own account? Please understand, that you should never let anyone else access your casino account, or play from your device, as both situations are against T&Cs in most casinos.

Please forward any relevant communication between you and the casino to kristina.s@casino.guru (or you can post it here).

Looking forward to hearing from you.

Best regards, 

Kristina

Yes he used his own account. And i used mine. The casino has admitted to knowing there are 2 separate people and they haven't shut his account only mine,?

Sarah, thank you for your reply. Would you be so kind and forward me all the messages between you and the casino? We have to gather as much information as possible about this case.

Dear Sarah,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Sure, I have taken screenshots of our conversation as they wouldn't give me a copy of the transcripts. I'm not sure why.

Please find the information attached.

Thank you

Regards

Sarah L***

Sarah, I checked my email address, but, unfortunately, I don't see any emails or messages from you. Would you be so kind and send it again? Or you can post it here, if that's easier for you.

Dear Sarah,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player stopped responding to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.