The player from Germany had his winnings confiscated due to accusations of multiple accounts. The casino provided evidence to show that the player's account was linked to at least two other accounts, and that they had been used to claim bonuses multiple times. Consequently, the complaint was rejected.
FastPay Casino - Player's winnings were confiscated.
Amount: €28,000
FastPay Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
9 months ago
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10 months ago
Translation
Ladies and Gentlemen,
i signed up to fastpay casino site through their guru casino site a few days ago with no problems or rejection on registration and i played this morning i got a big win i tried to verify then but then this morning i got one Received an email that I have a double account at Fastpay Casino with an email address that I do not know because my email address is D****@hotmail.de I was informed that my deposits (€4000) will be paid out to me and the profit is completely gone . I am not aware of any guilt.
Enclosed I send you the mail from the casino:
Hello!
We regret to inform you that during the process of verifying your account, we discovered the existence of a duplicate account. As per point 3.2 of our casino's Terms and Conditions, we must close your account.
3.2 Only one account in Fastpay casino can be opened by 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.
https://fastpay-access.com/en/terms-and-conditions
Unfortunately, your winnings must be confiscated in accordance with our rules. However, we will return the 4000 eur of your deposit to you. Before that, please, provide us with detailed screenshot of the last deposit which was made to us, where your name, IBAN, deposit will be visible: https://fastpay-access.com/profile/general/verification. Then, please request a withdrawal via bank transfer method (to the same bank account). Once this is complete, your account will be closed.
We kindly ask that you refrain from creating new accounts in our casino. Thank you for your cooperation. We regret any inconvenience caused.
Best regards,
Fast pay casino .
Dear Guru Team, please help me to sort this out as soon as possible and get my money back, thank you!
Best regards
Daniel ****
Edited by a Casino Guru admin
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10 months ago
Dear Dani90,
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 advise if you have passed the KYC verification?
Have you accumulated your winnings 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
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10 months ago
Translation
Hello Tomas,
No, it can't be that someone from my household has opened an account and I've only had my IP address (internet contract) since November 2022, so that can't be at all I'm not aware of any violation.
The KYC verification was not even done, I was able to register and I could deposit as many times as I wanted as no one asked for a KYC verification.
It was only when I won and wanted to verify myself and want to have my winnings paid out that they suddenly noticed that there was a similar email address that must be a double account and they immediately withheld €28,000 and transferred my deposits (€4000) to me. I had to also do it themselves, they insisted on seeing a photo of the last deposit again and then I should pay it out myself.
Dear Tomas, please help me to get the money I won back, I am not aware of any guilt and have not committed any offense.
Best regards
Daniel
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10 months ago
Thanks for your reply, Dani90.
Could you please explain if you won in the casino with the help of a casino bonus or a promotion?
If there is any other communication between you and the casino, could you please send it to me, before we confront the casino? My email is tomas@casino.guru
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10 months ago
Translation
Hello Tomas,
First of all, there is no communication between me and the casino to my email is simply no longer answered.
I had "no" active bonus or promotion at the moment I won. I deposited money (€200) on the game "Fate Of Fortune" and bought the bonus games for €200 and through the games I got the maximum profit (€20,000) that you can get on the bet.
I then played other games afterwards and that's how I ended up with my account balance of (€28,000) which was simply taken away from me unfairly with a lie from the casino that the casino had a double account. It's fraud and unfair to treat your customers like that claim take money away and close account.
Luckily you have Guru Casino Team where you can complain and hopefully bring something THANK YOU!!!
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10 months ago
Translation
Thanks for the explanation.
In your first message you wrote the casino informed you via email:
"but then this morning I received an email that I have a duplicate account at Fastpay Casino with an unknown email address"
Could you please forward me the email you received from the casino? Include any other relevant communication you received from them. Please send it to tomas@casino.guru
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10 months ago
Thank you very much, Dani90, for providing the necessary information. 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.
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10 months ago
Hello Dani90,
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,
The casino has stated that the player has registered a duplicate account and thus their winnings have been confiscated. It would be helpful to have some more information regarding the duplicate account, how it has been linked to the player, and how it has been used.
Please provide all relevant supporting proofs to my e-mail, adam.m@casino.guru.
Kind regards,
Adam
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10 months ago
Translation
Hello Adam,
Hello Fast Pay Casino,
I am looking forward to getting to the bottom of the complaint at FastPay Casino with your help and I hope that we can clarify the error together and that it is a misunderstanding from FastPay Casino.
Kind regards
Daniel
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10 months ago
Dear Dani90,
I have received evidence from the casino that shows the two accounts have been registered using the same phone number, name, and date of birth. The email addresses used are also very similar and include your name/year of birth. I am awaiting further information from the casino via e-mail regarding how these accounts have been used, but is there any chance you have opened another account in the past?
Kind regards,
Adam
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10 months ago
Translation
Hello Adam,
Thank you very much for the quick reply, it was the very first time that I was in the FastPay Casino and I only signed up there once since November 2022 Internet access before that I have never been to the FastPay Casino site this can not be at all do the IP addresses of the two accounts match?
Kind regards
Daniel
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10 months ago
Hello Dani90,
According to the information provided by the casino, one of the accounts (there are 3 in total) was created in November, and the rest more recently.
As mentioned I am still waiting for further information from the casino, so I will extend the timer accordingly.
Kind regards,
Adam
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10 months ago
Translation
Hello Adam,
There should be 3 accounts that are created in my name, that can't be at all, at the beginning it was called a double account and now there are suddenly 3, so something doesn't fit at all and the whole thing is getting funnier and not serious.
So Adam, as I said before, I am not at all aware of having committed a violation, I only have one email address with which I am also registered here at GuruCasino. The other one, which is said to be mine, I do not know I hear for the first time and does not belong to me at all .
I ask myself the question why can you register without further ado and also deposit and the system does not show that there is a double account but then when you have made a big profit the system suddenly notices that there is a double account and even more That can't be the case, the system should already have noticed it during registration and not be able to record me again.
They can see whether it all took place from the same IP address, right?
Best regards
Daniel
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10 months ago
Hello Dani90,
Thank you for your comments. It is currently standard procedure throughout the industry that checks for multiple accounts are made at the point of a withdrawal request. While we agree that this is not necessarily the best approach, we can't penalize the casino for operating in this way.
The casino has provided sufficient evidence that your account is linked to two other accounts, all of which share the same name, date of birth, and phone number. While one of these accounts has not been used, two of these accounts have claimed and used the welcome bonus, which is against the terms and conditions of the casino.
The phone number has in all cases been verified, either by SMS or with customer support. Are you able to explain how this could be the case?
Kind regards,
Adam
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10 months ago
Translation
Hello Adam,
As I can read, it makes no sense to continue to make it clear to the casino that I only registered with an email address and that the other email addresses do not belong to me and I cannot explain who registered with my data and my number, what about the IP addresses are they all identical because all accounts were registered from the same IP address you can see that directly. Personally, I only have one email address, but I find it strange and unfair that the system has not already checked it when it happens, and the system immediately raises an alarm if something like this is allowed.
I hope that I get my won money and the casino changes its system and something like this doesn't happen again with other players who want to chat.
kind regards
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9 months ago
Hello Dani90,
Unfortunately, IP address is not a reliable way to check for linked accounts, as it can easily be masked or changed.
I do have a couple more questions for you if I may:
- You mentioned that you made a deposit before accumulating the winnings, can I ask what your balance was before making this deposit?
- Did you use a bonus prior to making this deposit?
Kind regards,
Adam
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9 months ago
Translation
Hello Adam,
Based on the IP address, you can tell from which network you signed up, how can you fake something like that?
I deposited a total of €4,000, I used the bonuses for the first deposits and they were no longer active because they were already over, I got my deposits transferred back and the remaining €24,000 on my balance, which I got through winnings collected so with the last deposit I didn't use any bonus because none was available and I used all bonuses with the first deposits.
I made the last deposit directly without any conditions and started playing straight away, then I went to the game Fate of Fortune and bought the bonus games in the game for €200 and in the bonus play I got the maximum win that you can at I can achieve €20,000 with the bet after that I played a few other games and so I ended up getting €28,000 from the site before I logged out, the next morning I got up and there were only €4000 left in my account and I have one Received an email that I have a double account and the money is being taken away from me because of that cheekiness and lies I am not aware of any and only have one email address the email that was mentioned there that supposedly belongs to me I see for the first time and definitely belongs to me " NOT".
Best regards
Daniel
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9 months ago
Hello Dani90,
This case is still being discussed with the casino via e-mail, so I will extend the timer while I wait for further information.
I will update you here shortly with any new developments.
Kind regards,
Adam
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9 months ago
Translation
Hello Adam,
okay all right thank you very much for your effort to help me to clarify the matter and please do your best that I get my money back what is due to me and I won legally and without violations because I say it again explicitly I only got it once since registered at the casino and the other email address does not belong to me and I hear that for the first time.
The casino should transfer me the remaining money and that would have settled the matter once and for all and ended.
The email I use here at GuruCasino is my only one and I don't have any other email addresses.
Best regards
Daniel
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9 months ago
Hello Dani90,
I am now waiting for further evidence from the casino, so I will extend the timer once more. I appreciate your patience while the matter is still being investigated.
Kind regards,
Adam
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9 months ago
Translation
Hello Adam,
OK thank you for the info,
Quick question how do you rate my chances that this is my money that was wrongly confiscated will be recovered from the casino?
Kind regards
Daniel
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9 months ago
Hello Dani90,
Without all the relevant proof and information from the casino, it is hard to comment at this juncture.
Kind regards,
Adam
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9 months ago
Translation
Hello Adam,
ok thank you very much
Best regards
Daniel
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9 months ago
Dear Dani90,
I have received further evidence from the casino that shows the use of multiple accounts to repeatedly claim the welcome bonus. These accounts all share details used to register them, and it is not likely that this is a coincidence.
According to the evidence we have, there is nothing we can do to assist with this case as it is clear that the casino has acted in accordance with its terms and conditions. Consequently, the complaint will be rejected.
I am sorry I could not be of more help on this occasion.
Kind regards,
Adam
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