FastPay Casino - Player's winnings confiscated over VPN suspicion.

I live in Alberta but it won't let me change it to that and that is the problem I am having with this casino they think I am purposely bypassing the blockers and using a vpn to play NetEnt games. I have tried explaining to them I live in Lloydminster which is a border city my cellular provider is saskatchewan and I live in Alberta so when I go home my phone switches back and forth between ab and sk cell towers or sometimes my phone connects to my wifi and they have taken my winnings they will not provide me with the proof that I was using a vpn because I have not I know you can't use them why would I purposely chance getting my winnings taken away? I have tried explaining this to them and they just keep accusing me of violating the terms and using a vpn but I absolutely have not. It won't let me upload the full email thread I can forward it if you would like I just need an email address to send it to. Please help thank you.

Dear mirandasharp,

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. 

• Did the casino specify which Netent game(s) you played that caused this?
• Do you currently have access to your casino account?
• Did you accumulate your winnings with or without an active bonus?

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

No they didn't first they said it was for vpn violation then they said it was cause I played a NetEnt game but didn't specify.

Yes I can get into my account.

No this was not with a bonus.

I am going to email you the emails between support and myself

So my cell phone provider is SaskTel and my wifi provider is Alberta and I believe that is what is cause the issue I have told them I will only play on my home wifi from now on so I don't play games restricted in my region but they keep saying I violated the terms and won't give me proof of their claim

This is my IP address from their website the 4 pic is my home wifi

Thank you very much, mirandasharp, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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.  

Thank you I hope so too

Hello mirandasharp,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite FastPay Casino to join the conversation and participate in the resolution of this complaint.

Dear FastPay Casino,

Can you please provide more information about the access of restricted games? Which games specifically caused the winnings to be confiscated?

Kind regards,

Adam

Hi, as it's stated in tc:

4.2 Using VPN to bypass provider’s block is strictly prohibited and may lead to confiscation of winnings.

and the biggest winnings were in Fruit Shop MegaWays by Netent. The player has used vpn to get access to the Netent games.

I did not use a vpn on your site what so ever most sites don't allow it and why would I purposely risk losing any winnings?

You have used the connection that allows you to play Netent games that are closed for the residence you are stating in the profile. If you want I can restore your winnings against that you will not play the Netent games until you state this residential address (for which Netent games are closed). Do you agree?

Yes I will not play any restricted games on your site. I never did it intentionally, now that I know this I will only play on your site while I'm at home in Alberta so I don't violate your terms again.

Hello all,

Thank you for your replies.

Dear mirandasharp,

Can you please confirm if the casino has returned your winnings to you, assuming I understood the situation correctly?

Kind regards,

Adam

Yes they have been thank you for helping resolve this I appreciate it

Dear mirandasharp,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Adam