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

FastPay disabled my account I had a balance of $2,696 first they confiscated most of my winnings but left a balance of $587, which I was able to cash out before they disabled my account. I have been contacting live support, only to get the same automated response. They're saying I have multiple accounts which is a lie, my friend who lives in the apartment complex I reside in has an account with them so that must be the mix up. Because it's the same building number, but different unit #'s...

Dear briina,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do you and your friend share any of the following: household or email address, telephone number, same payment account number, IP, or device? Have you activated any promotional offers when depositing funds into your account? Was your account fully verified in the past? Did you receive any explanation of why your winnings have been capped/reduced?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

No we don't. We have seperate e-mails, seperate payment methods, seperate addresses, seperate phone numbers, seperate postal codes, just the same building number & no I had not received any promotions. I had uploaded the proper documentation when cashing out 4 out of the three documents they had asked for were approved, but they kept rejecting my cash out. Also me and my friend had seperate IP addresses when I won that money on March 19th.

Thank you very much, briina, for your email and replies. Could you please advise if, by any chance, you've saved your cashier history before your account got blocked?

Thank you very much, briina, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Okay thanks

I would like to ask FastPay Casino to join us and help us resolve the player's issue.

I was just curious, what happens if the casino doesn't join us & help us resolve the issue?

Hello, you have used the same IP and the same physical address with another player. It is against our terms:

"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."

As the 2nd account was created in November and the first account was opened much earlier, we have closed your account after refunded lifetime deposits of the 2nd account.

Yes I opened the account in November, like I said I had let her use my internet in the past, but if use really investigated the issue you would see she's got her own WiFi now she's had it for a couple months & I'm using the same WiFi she had used when she was using my WiFi. And that when I won that money we had seperate IP addresses. Seperate payment methods, seperate postal codes, seperate unit numbers the only thing that's the same is our building number, because it's a housing / apartment complex. . There's 16 units in total in the building.

Hello, I will ask the antifraud team to look at the case one more time and return to you, when getting a response from them.

After looking at the case closer and reading the explanations around the current situation, we have decided to open your account, restore the balance and remove restrictions and the connection between your accounts. Sorry for the inconvenience and misunderstanding.

The only thing I would ask both of you is to contact the live chat and to ask to add the apartment number at the address, as right now you have exactly the same addresses in the address field. Thank you.

Okay thank you. Will do!

Dear briina,

I'm really glad that the issue have been resolved and you account restored. Is there anything else we can do for you? If not, the complaint will be closed as resolved.

No, that would be it thanks.

Okay don't put it as resolved yet because there's been a mix up with my bank. I had not received the $2000 yet ... My bank put ahold on my account on March 31st... For unusual activity yet there was no unusual activity it was just me depositing, transfering money to casinos to gamble. I had to go into the branch April 1st to get them to unlock my account and got a new bank card. In that time frame Gigadat interact E-transfer had tried to deposit the $2000 into my account at 3:15Am April 1st which was unsuccessful. Now I don't know where the $2000 went ... It's not in my casino account nor was it deposited into my bank account....

Hi. If your bank account was suspended during the withdrawal, money will return to the balance within 2-30 days. You should contact the live chat and they will create a case to the finance department regarding this situation.

Dear briina,

Please do as the casino advices and let us know if there will be any update or the money arrives on any of your account.

I received the money. Thanks for all the help. 🙂

Dear briina,

Thank you for letting us know that your issue have been resolved. Please do not hesitate to contact us if you will come across any other trouble in the future, we will gladly try to help you. The complaint will now be closed.

Best regards,

Nick

Casino.guru