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

I withdrew $4000. And they instantly disabled my account and sent me an email saying its void because I have duplicate account. I don't have two accounts. They said it's because I used on another device. I logged in on my laptop to play for 2 minutes cause their server kept dropping out on my phone. Because my partner uses the laptop to play on his account they are saying it's a duplicate account. It's separate. Two different names. Emails. Payment method etc. Now I'm blocked from the site and can't log in. I don't know who to talk to too about it. It's a joke.

Dear Sharne, 

Thank you for submitting your complaint. I’m sorry to hear about your problem. I have checked carefully the T&Cs and this is what I found: 

"The Casino accepts strictly adult players (the minimum age is 18) and players who have reached the gambling age specified by the jurisdiction of player’s residence. It is the player’s sole responsibility to inquire about the existing laws and regulations of the given jurisdiction regarding age limitations for online gambling. 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." 

Please understand, that it is strictly forbidden, in the majority of the casinos, to have more than one account. As you admitted, you partner has an active account from the same IP address. This has been recognized by the casino as breaching T&Cs and your active balance was confiscated. Unfortunately, there is not much I can do for you in this case. If there is any additional info you would like to share with me, please do not hesitate to contact me, otherwise I will be forced to reject your complaint. Thank you in advance for your reply and understanding. 

Best regards,

Petronela

Dear Sharne,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded 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.