The player from Germany requested multiple withdrawals from the casino. The winnings weren't received yet. The player confirmed the issue was resolved.
FastPay Casino - Player's withdrawal seems delayed.
Amount: €43,000
FastPay Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.0
FastPay Casino has a Safety Index of 9, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Ladies and Gentlemen
I've been playing in the N1 group for several years and in the DAMA LV group for about 1 year. Here I have almost always had positive experiences and I really enjoy playing in casinos such as e.g. Oshi.io, 7Bit, Bitkingz, Fastpay and many more.
Over time I have made a lot of deposits, some of which are high (don't worry, the money I'm gambling away, even if it's significantly more than others, isn't a problem for me). My account is verified at all the casinos where I play and the payouts have never been a problem. Due to the sometimes high stakes that I play, I have of course also had high "hits" from time to time, such as around €30,000 at Oshi and €25,000 at 7Bit. Payouts were never a problem here and went smoothly. Of course, the counter-calculation plus and minus is negative for me too, but you have to accept that when you play.
Now on Tuesday 4/21/2023 I had a very enjoyable evening at Fastpay Casino. That night I got extremely lucky in two games and was able to get two nice hits at high revs. I had already worked my way up to around €12,000 and then had a "hit" in the free spins in Bomb Bonanza with a €50 bet of around €28,000. Shortly thereafter I changed the game and at Fruitparty 2, even without free spins, I had a "hit" of around €18,500. So I had a balance of about €58,000 in my account.
Of course you can imagine the joy.
Since I have only had good experiences with Fastpay so far and my account is fully verified, I was able to request the first payout. The first payout of €4800 and the next two payouts of €5000 each came without any problems, just as I am used to with the DAMA LV Group.
Then an email came with the following content:
Hello Frank Winnewisser!
Please, be informed that your account will be closed according to the p.3.6 of our T&C:
3.6 Fastpay Casino reserves the right to refuse the service (and to close the account) to the visitor, without explaining the reasons.
https://fastpay-access.com/en/terms-and-conditions
After withdrawal of your balance your account will be closed finally, unfortunately.
Please, do not create new accounts in the casino.
Best regards,
FastPay casino team.
I was surprised by this email, but even in Las Vegas, casinos can ban customers who are too lucky at the casino in question.
I would have loved to continue playing in Fastpay and I would certainly have gambled away some of my winnings.
The email clearly stated that the account would be closed once the entire payment had been made.
So I paid out my remaining balance (€43,000) over 8 x €5,000 and 1 x €3,000 and the payments were confirmed. After that I couldn't log in to the casino anymore.
I've been waiting for all the payments since Saturday, March 25th, 2023.
I am in contact with the casino and they wanted a statement from my account from 03/15/2023 - 04/04/2023, which I provided yesterday morning.
The nice employees made an effort and always wrote to me not to worry and to pass it on to the finance department and I would receive information.
Since I haven't received any feedback since noon yesterday, even after asking twice, I thought I'd ask you for your opinion and ask for your help, since I've selected all the casinos I play through your website.
No bonus or free spins have ever been used by me
I don't have duplicate accounts
I never used a VPN
I have already received several payouts from the casino (so my account is fully verified and confirmed)
So far I've only had good experiences with DAMA LV, recommended it to others, uploaded winning videos and given very good reviews.
I would like to say explicitly that I am NOT upset, just because of the high amount and the fact that my account has now been closed and the payouts have been very quick so far, I want the matter to be clarified quickly and I do not want to be put off for long with the high payout.
A part of this profit will anyway be reinvested in the DAMA LV Group or N1 Group.
Even with this small issue at the moment I would like to remain loyal to the group, I have no grudges, but I would like the matter to be clarified at short notice and receive the payments.
I look forward to your feedback/help.
I wish you a pleasant evening and send many greetings
Frank Winnewisser
Automatic translation:
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1 year ago
Dear Winne,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
As you pointed out casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. Let me say we can’t penalize the casino for closing your account.
Could you please advise what the casino says regarding your withdrawal requests? We generally allow casinos 14 days to process withdrawals before we intervene. If there is any relevant communication between you and the casino, please forward it to my email at tomas@casino.guru, or alternatively post it here.
Thank you very much in advance for your reply.
Best regards,
Tomas
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1 year ago
Translation
I'm really sorry for opening this complaint too soon!
The money has just been credited to my account in full!
Woohoo, I'm happy!
So, as I wrote above, I can absolutely recommend fast pay casino!
Please close the case
Automatic translation:
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1 year ago
Dear Winne,
I'm glad to hear that you ended up receiving your funds. 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 issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
