FastPay Casino - Player’s withdrawal has been denied due to duplicate account claim.

I recently signed up to fast pay casino after reading the review on your website casino guru.com.

I believed that the website was authentic and trustworthy, however after winning $5500 last night I tried to withdraw the funds and I received an email saying that my account was a duplicate. That is 100% completely and utterly untrue as I have only ever made one account and that was less than one month ago.

I’m extremely disappointed as I wanted to continue to play with this service, however, I am unsure what to do now because I know that this claim is unjust and I would like some answers.

Dear hannahsinclair2727,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

• Were your winnings accumulated with or without an active bonus?
• Was your account previously verified?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I made the account less then 30 days ago on a device that had never been used to access that casino before. I also only got my licence updated recently and therefore could not have a duplicate account. I have only ever used the same debit card. I read the reviews for this casino on casinoguru.com and assumed it would be a reputable and honest company however , I believe they have found a way to avoid having to pay people out sums of money and it’s really unfair.

I have never accepted a bonus and I live in a house on my own. It is not possible anyone has used my account, my wifi, my anything. I know this claim is unjust and I desperately hope to be considered and able to at least withdraw part of my winnings so that I can continue to play on this website

Thank you very much, hannahsinclair2727, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, hannahsinclair2727,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear FastPay Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been closed and winnings confiscated? What steps should the player take to unblock the account and/or withdraw disputed funds?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).