FS Casino - Pelaajan tili on suljettu kotiutuspyynnön jälkeen.

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Dear TheGAME,

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?
• When have you passed account verification in the casino? Which documents did the casino ask you to provide?
• Have you accumulated your winnings with or without an active bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Hello Tomas,

Thank you for your reply.

To my knowledge, I only have one personal account at FS Casino and I have never created or operated multiple accounts myself.

My account was fully verified through KYC before the withdrawal issue occurred. The casino requested standard verification documents, including proof of identity and proof of address, which I successfully provided. As part of the verification process, I was also asked to provide a selfie while holding my ID document and bank card.

My account had already been used normally for deposits and gameplay for a longer period of time without any concerns or accusations being raised by the casino.

As far as I am aware, every verified account on the platform should belong to a separate individual with separate documents and verification details.

My winnings were accumulated without using any active bonus.

After submitting my withdrawal request of approximately 1800 EUR, I also activated a 14-day cool-off/time-out on my account. Additionally, the casino’s withdrawal limit was only 150 EUR per day.

I will also provide screenshots/emails to your e-mail of my communication with the casino regarding the accusations and account closure.

What concerns me most is that the alleged issue regarding multiple accounts was raised only after I requested the withdrawal.

Thank you for your assistance and I appreciate your help in reviewing this matter.

Best regards, 

TheGAME

Thanks for your reply.

After gathering information regarding the issue, it came to our attention that you previously had submitted another complaint regarding the same issue, which we published and later closed as unjustified. https://casino.guru/complaints/fs-casino-player-s-account-is-restricted-and-winnings

Since we don't publish duplicate complaints regarding the same incident, we are forced to close it at this time without the possibility of reopening.