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).

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you Casino Guru for your help. This was such an unfortunate and annoying experience

Hi, sorry for the long answer. We shall send all related documents to the specified email.

We have sent all related documents.

Dear FastPay Casino team,

Thank you for your email and screenshots.

Can you please look at my last email regarding the matter and provide the requested info/details/supporting evidence?

Looking forward to hearing from you.

Based on the last email from the casino representative, just in case you do not receive it, I am sending confirmation of a new email sent to them. The time is CET.

Yes, we have got it, thank you. Relied.

Thank you for your email and the details. Please look at my last email regarding the matter, sent a while ago, and provide me with the requested.

Dear hannahsinclair2727,

Based on the data provided by the casino, it is clear that both linked casino accounts belong to you. There were less than 5 days between the registrations.

• What was the reason for creating a new account, please?
• What games did you play and in what type of games did you accumulate your disputed winnings?
• Were your disputed winnings accumulated with an active bonus or only with your real money deposit?
• Did you use any bonus(es) on the linked accounts (including no-deposit bonuses or free spins)? If so, what exact bonuses were used on which account?
• What (in short) was the activity on the first account and your disputed account?
• How many deposits did you make with your disputed account, and how much was your last deposit?

Please note that at least 2 accounts were substantiated with the data from the casino, and it makes no sense to deny this fact anymore. So, now we will need the details from both accounts to see what we can do to help you. I will wait for clear and honest answers to my questions, but if you fail to cooperate and answer truthfully, I will be forced to think about complaint closure/rejection.

Looking forward to hearing from you.

Dear hannahsinclair2727,

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.

What was the reason for creating a new account, please? I honestly have no recollection of creating 2 accounts. I have searched through all of my email addresses and there are no sign up confirmation emails in any of those inboxes and therefore I have no idea how the initial account or the disputed account (whichever is the duplicate) was created.

What games did you play and in what type of games did you accumulate your disputed winnings? I never play casino games, I only ever play slots. My favourite games are Buffalo Power 2, Luxor gold and anything that is "hold & win" really. I accumulated the wins in Luxor gold mostly

Were your disputed winnings accumulated with an active bonus or only with your real money deposit?No, I never take any of the bonuses. I only ever play with my money

Did you use any bonus(es) on the linked accounts (including no-deposit bonuses or free spins)? If so, what exact bonuses were used on which account? No, I never accept any bonuses

What (in short) was the activity on the first account and your disputed account? I don’t believe there will be any activity on one account and there will be multiple small deposits on the other account. I am unsure which account was allegedly created first and therefore I am unsure which is which. The account I used that is connected to my email address that I provided when I made this dispute through casino guru, is the only account that I had deposited and played through.

How many deposits did you make with your disputed account, and how much was your last deposit? My last deposit was $15 and most of the time that was how much I would deposit. I don’t believe there were any deposits on the other account as I did not make another account and have only ever played off the one log in

Apologies, the email address I used to sign up to the casino is an outlook account, and that is the only account I have ever used to sign up to this casino. I believe I have emailed casino guru off my gmail account. Sorry about that

I really do appreciate your responses and assistance however I know that I have not made 2 accounts because I do not use my gmail account often. I only ever use my outlook account and that is what is attached to all of my online casino accounts. I cannot give you any other reason, because I did not make 2 accounts

Yes, the casino returned my deposits

Dear hannahsinclair2727,

I am sorry for the delay.

However, unfortunately, it was fully confirmed that somehow you have made them.

Is it possible (for example) that you used more than 1 device to access the casino website, and that you registered with your Outlook email on 1 device and with your (different) Gmail email address (autofill/automatic registration or sign-in with Gmail) on a different device?

If you did not know about another account (which makes no sense because of so short time period between the registrations and the last activity, as I mentioned above), why did you use different payment methods for deposits on these accounts?

Can you check the transaction history of your payment method used for deposits and inform me how many deposits you made with the disputed account and in what amount together + the amount of the refund you received from the casino (approximately recalculated to AUD if it was a crypto e-wallet)?

Since at least 2 accounts were confirmed with the data/details from the casino, can you please state 1 reason why we should help you resolve the matter if we are fully aware that you still do not provide true information and/or basically provide incomplete or misleading information for the entire time?

The casino has not responded to my last email yet, so I will also ping them in the meantime, and inform you once I know more or receive the requested information/details.

Looking forward to hearing from you.

Dear hannahsinclair2727,

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

As for the communication between me and the casino - I received their response recently, but it did not change the situation a lot. Therefore, the matter will be discussed internally with the team, at our regular meeting, next Tuesday. I will inform you about the results of the internal meeting by the end of next week.

Greetings all,

I am here with hot news.

After gathering all the necessary information and internal discussion with the team, we are closing this complaint as unjustified due to breaching the casino's terms and conditions (multiple accounts) and providing incomplete/misleading information.

Based on our Fair Gambling Codex, we would be able and willing to side with the complainant in case the duplicate account was created unknowingly or accidentally. Unfortunately, this was not the case here. Therefore, we accept the casino's decision to confiscate winnings and refund all deposits.

If the complainant is not satisfied with the complaint solution, I recommend they consult the gambling authority that the casino is regulated by.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, FastPay Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru