FastPay Casino - Player is challenging casino’s decision to close account and void winnings.

My wife open account with this scammers...I have account with this scammers...they shut my wife's account and confiscated all her money..around 3700 hundred..scum scammers operating online casino..they should shut down for scamming honest people...my lawyers are notified and I will try my best to shut this scammers down

Dear Dritan,

Thank you for submitting your complaint. I’m sorry to hear about your problem. I have checked the T&Cs and this is what I found: "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 having two different accounts created from one household means breaching the casino’s T&Cs, even if you didn’t do it intentionally. If there is any relevant communication, between you and the casino, you can forward it to petronela.k@casino.guru. I would like to know the reason that was given to your wife, regarding the account closure. I will be waiting for your reply patiently.

Best regards,

Petronela

Why they let me deposit in the first place..why..they are thief's...I contacted them for their lawyers info so my lawyer can contact them and they keep ignoring me..online casinos are like wild wild west ..they  can whenever they like without repricasions 

Thank you for your reply. I have contacted the casino asking for their standpoint. 

Please understand, that when you register an account, there is not automated system that would check if another account has been created from the same device/IP address/physical address in the past. This check is done later and that is, what happened in your case. Thank you for your understanding. 

Why they let her to deposit in the first place..its highway robbery that's all

We would like to ask the FastPay Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Dritan, can you please send your email in the Fastpay casino to look at the case closer. As I remember it was with same device, IP and address + you have triggered the welcome pack.  

Before getting the details from you I will tell our position regarding duplicates in total:  if you have created an account from one IP or physical address and took welcome offer - winnings will be void, account closed and funds confiscated. In this exactly example - if you had created 2nd account on your wife from the same place and same device - account will be closed. There are no other ways.  

Here is state of TC: "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."  It is directly showing that you cannot create accounts for your family members (especially triggering the welcome pack). If the case is like I have described higher - no need to send a personal data.  

Do not create new accounts in Fastpay casino, do not use 3rd party payment methods and you will never have any problems with us.  PS: if needed - we can send a screenshots of admin panel with your account to Casino Guru (if you will allow to share) to make it clear. Regards, Vlad.

Dear Dritan,

Please, could you share the relevant information? I will keep this information "invisible" in our forum. Thank you very much in advance.

Dear Dritan,

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 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.