The player from Germany had deposited €310, won €5800 without claiming a bonus, and attempted to withdraw €3000. The casino locked his account, alleging multiple accounts, which the player denied having. After reviewing the case and receiving evidence from the casino, we concluded that the player had breached the casino's terms and conditions by creating multiple accounts. The player's deposit was returned, and the complaint was rejected as unjustified.
FastPay Casino - Player’s account closed over alleged multiple accounts.
Amount: €5,600
FastPay Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 weeks ago
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1 month ago
Translation
Hey Zeam,
I deposited €310 at the casino today and won around €5800 without claiming a bonus.
I wanted to withdraw €3000, but then I received a message saying my account was locked because I allegedly have multiple accounts.
However, I do not have any other account at this casino.
Can you please help with this?
Automatic translation:
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1 month ago
Dear Tofli90,
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.
- Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
- Could you please confirm that you have passed the KYC verification?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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1 month ago
Translation
Hello Kristina,
Thank you for your quick response.
It is not possible that anyone else has used my IP address.
I submitted all documents for verification, but my account was blocked before the documents were approved.
I can only imagine that they are claiming that I have 2 accounts, since I am also registered at other Dama NV casinos but only with one account.
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4 weeks ago
Thank you very much, Tofli90, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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4 weeks ago
Translation
Thank you, I wrote to the casino again but they didn't answer me. My account was also blocked.
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4 weeks ago
Hello Tofli90,
I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite FastPay Casino to join the conversation.
Dear FastPay Casino,
Could you kindly provide me (michal.k@casino.guru) with the documentation supporting the reported existence of multiple accounts associated with the player?
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4 weeks ago
Thank you for the email along with the evidence, FastPay Casino team.
Dear Tofli90,
After gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts created close one after another linked with your accounts by the same personal details, device ID, and IP. Although your last gameplay was without a bonus that does not mean that you have not violated the terms and conditions which were detected after a KYC and AML check of your account as mentioned above.
The casino team mentioned your deposit had been returned back to you which I consider fair. I will not be able to help you further, and this complaint will now be rejected
I wish I could be of more help. Do not hesitate to contact us in the future, if you run into any issues with this or any other casino, and we will try our best to help.
Best regards,
Michal
Casino Guru
