FastPay Casino - Player's account was blocked.

I have been trying to withdraw my winnings for the first time at fastpay casino for a few days now. I was told that it wasn't them rejecting the request but the"system". Customer support just copy pastes the same thing. I have continued all day today applying for my money. Eventually after maybe 50 attempts, they have blocked me from my own account. (Account previously 100 percent verified with all documents). Message says "account disabled". Account gone. My money in their pocket.

Dear Ludovic,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with FastPay Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• Did the casino inform you about the reason why they blocked you and what you need to do to unlock your account?
• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
• Did you achieve your current balance with or without an active bonus? 

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,

Tomas

Hi Tomas

Thanks for your reply and time

I started playing with them at the beginning of may this year. So not even a month. I previously requested a withdrawal but was told they needed a million documents. Sent them every single thing under the sun (including selfie with my card). They denied most of the documents for a couple of days stating various reasons. Eventually after hours of chatting with a very obnoxious woman, they finally verified my account. Once verified I specifically asked this woman if I'll be able to finally withdraw money back on my card without it being cancelled. Her reply : "Right". But once again it was denied. Her response "It is not us denying your withdrawal but the system". I asked for specifics. She copy pasted the previous sentence. She then asked me to use a different method. So I said "ok is bank transfer possible?" Her reply "What do you see?" I said "I see credit card withdrawal" along with loads of crypto apps that I have 0 interest or knowledge about. She finally tells me that they actually dont have credit card withdrawal nor bank transfer and that I should download some money wallet app.

From their own policy :

12.3 "The Website supports payouts via Original Credit Transfer (OCT) from Visa and via Payment Transfer from Mastercard. The additional requirements are that the respective credit card should not be a corporate credit card and the card should be issued in a supported country."

My card is not a corporate card.

Their policy also states they do bank transfers for withdrawals.

Once they cancelled my account I emailed them asking why and they said that I tried too many times to get my money back.

Now they're telling me that my only option to get my money is through a digital wallet. I have tried downloading this garbage but I never receive the activation email. I've tried around 10 times. Since joining I've lost about 3000 PLN on their site. Im trying to get back 200 PLN !

I played only Slots

I got a cashback from them one day with a surreal wager. But got "lucky" and when I finally managed to fulfil the wager I had 200 PLN and thats when I decided to cashout.

The problem is not the cashback but the fact they want me to download some crypto crap that doesn't even work and even then they will tell me some other crap I'm sure

Sorry for the rambling

Thanks again

Ludovic

No problem, Ludovic, I understand your frustration.

Sadly, the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors, such as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a significant influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Do I understand correctly the casino restored access to your account, and you were able to request a withdrawal using an e-wallet?

Please let me know if you require any further assistance and if so, please forward any relevant communication between you and the casino to my email at tomas@casino.guru

Dear Ludovic,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.