The player from Quebec had deposited $500 and won $2,483 in an online casino through sports betting. When he attempted to withdraw $500, the maximum amount, he was requested to verify his documents. After complying, he was notified that his winnings had been removed from his account due to certain terms and conditions he didn't understand. We regretfully informed him that we couldn't assist with sports betting disputes as we lacked the necessary expertise and department to handle such cases. Therefore, we had to reject his complaint.
PlayFast Casino - Player's winnings confiscated without clear explanation.
Amount: Can$1,983
PlayFast Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
9 months ago
Public
Public
9 months ago
Hello,
I would need your help with a website trying to scam me.
the website stopped letting bet amounts a couple of weeks ago.
I deposited 500$ and ended up with 2483.05.
I then tried to withdraw 500$, the maximum amount.
They then started to ask me for, my ID, my selfie, bank statement. (Which I submitted and they were accepted)
a few days ago I got an email saying that the amount I won was received from my account, and sent me a bunch of thermes and condition that I don’t understand…
I would really need your help with this issue please. I don’t find this fair at all and I don’t understand why casinos do things like this.
thank you for your help.
please let me know if you need any more details
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9 months ago
Dear Ismaisma,
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.
- Could you please advise how long ago you registered your account?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
- 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
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9 months ago
Good morning Petronela,
Here you go :
Could you please advise how long ago you registered your account?
Account was open a couple of weeks ago the in the month of January 2024
Which games you’ve been playing (live casino games, slots, or sports betting)?
Sport betting no casino games
Were your winnings accumulated with or without an active bonus, please?
No bonuses were used, only my money
hope this helps, and thank you for your help.
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9 months ago
Thank you, Ismaisma, for your response. Unfortunately, since you have clarified that the issue solely pertains to sports betting, we regret to inform you that we are unable to assist you in this matter.
We sincerely apologize for our inability to resolve your case. However, please feel free to reach out to us if you encounter any issues with other casinos in the future. Since we currently do not have a department specifically dedicated to sports betting disputes, and lack sufficient expertise in handling such cases, we are regrettably unable to proceed with your complaint. I genuinely wish I could have been of more assistance.
Thank you for your understanding, and please do not hesitate to reach out if you have any further questions or concerns. Meanwhile, I'm forced to reject your complaint at this time.
