FastPay Casino - Pelaajan tili on suljettu voittojen jälkeen.

Hello,

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? Or was the duplicate account detected only based on the payment method?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?

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

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi thanks for your reply, I’ll answer the questions asked below.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? - 100% not

Or was the duplicate account detected only based on the payment method? - Correct, off a onetime use of my bank card after I promoted their casino to a friend as at the time I have faith in them.

Could you please advise which games you focused on - slots, live casino, sports betting, etc.?- Exclusively slots.

Did you pass the verification before you lost access to the account? - yes, with many deposits and withdrawals completed in the interim. Only lost access once I had a decent win. Clear misconduct from the casino in attempt to not pay out ( which was ultimately successful)

No you require anything else for this?

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

They have been all sent, I will await your next steps, thanks Kristina

Hello?

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you millsy12488 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask FastPay Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help resolve this issue.

Thank you!

Hi, the player's bank card was used by 3 accounts, which is in violation of our terms and conditions. All accounts have been closed. If any evidence is needed, please ping me.

3 accounts is incorrect, it was 2 which was my friends once and mine as previously stated

If a third account was used (highly doubt it) can you give me a time and date so I can provide bank statement. It’s so very obvious you just don’t want to pay. Especially because I passed verification and we had multiple transactions and only when I won big you immediately pulled an excuse out of the wood works to not pay..

the sad part is he used my card so I could show him how great your casino was, or so I thought at the time.

I also love how now all of a sudden it’s 3 accounts. Not what you advised me this is word for word from your email

"Unfortunately, you used the same payment system with another user, which is prohibited according to the above point of the rules."

Thank you for the update FastPay Casino representative. Would it be possible to provide me with evidence of the use of a player's bank card by multiple accounts? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hi, sure. Thank you.

Peter May I request a copy as I know 100% it was only used for my account and once by a friend as previously mentioned

Is there any update on this. I really still can’t believe the actions of this casino. I don’t need/want access to their casino I just want what I’m entitled to which are my winnings in which I spent a lot of money/time to get

Dear millsy12488, the casino has provided us with clear evidence indicating that multiple accounts have been accessed using the same bank card. Please note that, in accordance with standard industry practices, each player is permitted to maintain only one account and must use payment methods registered in their own name.

The use of the same financial instrument across multiple accounts constitutes a clear violation of this policy. As such, we regret to inform you that we are unable to provide any further assistance in this matter. For that reason, your complaint will be rejected.

As for the request to provide you with evidence, due to strict confidentiality policies adhered to by both the casino and our company, we are not permitted to disclose this type of information.

Thank you for your understanding.

Kind regards,

Peter