FastPay Casino - Zahtevi igrača za povlačenje su odloženi i nalog je onemogućen.

Early hours of 3rd of April 2025 (yesterday) I made a deposit and played pokie games. I became very excited when I got bonus spins on quite a significant bet. During these bonus spins I won and quite a significant win at that. After this win I proceeded to withdraw the funds but I received an email stating it was rejected. I attempted to withdraw again but the same thing happened. I received another email stating that I have to verify a new deposit card that was used. Ok so here is where it got really messy, I have made over 200 deposits, over $8000 in the 7-8 month period I began playing, always using the same deposit method. Then around a month ago I had some problems with my usual method of depositing so I gave my mate $30 cash and then used their card to deposit it into my account. Well after many unsuccessful withdrawal attempts I contacted the chat and spoke to Veronica. I was told I had violated T&C and Administration need to review my case, I then asked how long it would take. Veronica stated as the time where they are located was PM Admin staff were not working. I waited all day for a response and got nothing. Around 6:30PM i contacted chat again and expressed my worries and that I was suffering with anxiety and stress due to the situation. I was given the same responses that Veronica gave me from Helen. I asked Helen if there were any updates on my case. Helen stated that administration was looking into it. I informed Helen that I havent received even an acknowledgement of my emails. Helen said that reviewing a case takes time. I could understand that if I had been a customer for multiple years and there are years worth of transaction history, then a review just may take awhile but considering in the time I was waiting I had reviewed my transaction history myself and found just over 200 deposits totaling $7000-$8000 over an 8ish month span, there was ONE $30 deposit different and I sent them a copy of the card front and back. Helen kept repeating herself. At this point I was extremely stressed and anxious and felt like a real let down and expressed my concerns in that regard to Helen. Helen then sent me links to gambling support sites. I explained i did not have a gambling problem it was a company problem. Well then Helen said that my account was suspended and wait for Administration. I then attempted to start the chat again but soon realised it was unaccessible to me. I wrote emails to Management pleading my case and informing them that they as a company had violated federal laws themselves so how could they punish me for it and not themselves. I have had no response email still on 04/04/2024 and went to access my suspended account to get an error stating my account was disabled. I had to use my sons phone to get through to chat and this time got Nina. Nina proceeded to give me the same answers as Veronica and Helen. I asked to have my account reinstated to which the response was "Your account has been completely disabled and there is no way to retrieve it. As you can imagine I was extremely disappointed to hear this. I plead my case once again pretty much begging for my winnings, where i got the same answers from Nina just like Veronica and Helen. The stress and anxiety of not knowing what is happening and the lack of communication is very testing on my already shaky mental health problems.

Fastpay is refusing to pay me out my winnings for a minor $30 mistake (violation as they call it) when they themselves are violating a Federal Law of a Country so they have double standards when it comes to violations.. The response to my comment on their double standards I received a message stating that "the website would not work if the country deems it illegal." This was a little funny to me so I responded with "But I have emails that contain new secure links to access the website from my country where the original website is unaccessible and has a warning stating it is NOT ALLOWED in this Country." To that I got the exact same response as the last one and told to not threaten the company.

I may lose a pretty signoficant win if they dont approve my case but what does Fastpay stand to lose if their website gets closed down and they receive infringements, fines and potential jail time?

WELL FASTPAY CASINO WHAT IS GOOD FOR THE GOOSE IS GOOD FOR THE GANDER!

Please do the right thing here...

Date of experience: 03 April 2025

Dear Kells,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you're experiencing. I have checked the Terms and Conditions, and this is what I found:

11.4 Using third-party payments is prohibited. You must make deposits only from a bank account, bank cards, e-wallets or other payment methods that are registered in your own name. If we determine during the security checks that you have violated this condition, your winnings will be confiscated and the original deposit will be returned to the owner of the payment account. The Company is not responsible for the lost funds deposited from third-party accounts.

Furthermore, please check our Fair Gambling Codex for Players:

"For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. While some casinos may allow exceptions—such as using a joint card or obtaining prior approval—this must be clearly communicated in advance.

Technically, it is challenging for casinos to verify the ownership of a payment method at the time of deposit. Such checks are typically performed during account verification, usually when a withdrawal is requested. Therefore, it is the player's responsibility to ensure that only permitted payment methods are used.

If you are unable to provide proof that you are the legitimate owner of the payment method used, and you have not received explicit approval from the casino to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you for your understanding. I appreciate your cooperation and look forward to your response.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear Kells,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.