PlayFast Casino - Player’s withdrawal has been withheld.

I have been trying To withdraw my balance for over two weeks. Yesterday i received an email from playfast casino claiming that i had used VPN while pkayingat their casino. This is a lie. I have never used VPN and the only device i used To log into my account at playfast has been my personal phone. I think they are making this up To avoid paying me my winnings. First my withdrawal got rejected because they needed further proof of id and i sent them the document which have now been approved and then when i try To make my withdrawal again suddenly they detect using VPN on my account.

Dear Jenna,

Thank you very much for submitting your complaint and forwarding the relevant communication. I’m very sorry to hear about your problem.

I have checked the general terms and conditions, and this is what I found (here):

"SUSPENSION BY US

...

12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if:

i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN")"

We will contact the casino and ask for supporting evidence, but, before we do so, could you please confirm that you have never used VPN (Virtual Private Network) to alter your location? Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules.

The problem with using the VPN is that you might be involuntarily connected to another IP address that is related to a different casino account in the same gambling establishment, hence, it seems as you created multiple accounts from one IP address. Or, on the other hand, a player might be using VPN to hide that they’re accessing the casino’s website from a restricted jurisdiction.

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 

Thank you very much, Jenna, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Issue resolved. Please close this complaint

Hello Jenna!

I am very happy to see that your issue persists no more. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.