FastPay Casino - Player's account has been closed unexpectedly.

Hi,

Today I wrote to the customer support of FastPay Casino to ask if I had an account with them. They replied by saying I had already an account which had never deposited or been verified. I asked if I could create another account with a different email because I didn't have access to that email now. They told me no problem, just confirm in the chat when this new account will be created so we can delete your previous account. I did exactly so and got confirmation in the chat that everything was in ordet for me to deposit and withdraw on this new account.

I deposited a small amount and won 2700$ . I then sent all documents to verify my account in order to withdraw, at this moment when I requested a withdrawal of 2300 CAD they closed my account and send an email saying I had two accounts and blocked my access stipulating I had violated policy.

I had made sure in the customer support chat everything was in order but because of this big withdrawal request with only a small deposit they used this tactic.

What are my ressources to act and get my due winnings?

Thank you

Hello MarcG,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with FastPay Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when exactly did you create your new account? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Can you please forward the conversation where the casino advised you can create a new account to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Hi, I have sent all screenshots of conversation has requested to email above.

Thank you.

Update: I pushed and they have complied to pay my winnings after letting them know about my case opening with egaming commission and casinoguru.

All is resolved for now it seems.

Dear MarcG, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru