I legitimately won $7000 with a combined deposit and bonus spins. I spoke with many staff in various departments who all confirmed the winnings were legitimate and I could withdraw when I was ready ( I have screenshots of proof ). After submitting a deposit request ( I had previously played down $3000 ), they advised I breach a condition of play, by betting too high while playing down, WHICH THE GAMES ALLOW. They set their system up on purpose to make people breach. This term was not noted in the bonus I applied. This site needs to be shut down. After asking to speak with a manger, I was advised there isn’t one available and my chat was closed. This represents an unfair contract and engagement between individual and corporation, for which there are many legal precedents. This needs to be rectified immediately. I am so disgusted.

Hello Mattyswift,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Fair Go Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Can you please clarify which bonus did you use? Can you access about betting history and forward it to [email protected] please?When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nikolas,

Have just emailed you details and account history. Yes my account is verified, last spoke to them yesterday to request a review and manager contact me. They advised no manager available. Further details in email sent.

look forward to your response.

Thank you Mattyswift for the e-mail. However, the screenshots show your deposit/bonus history only. Is there a way to forward the betting history? Are you able to access it?

Hi Nick,

I do not have access to this, it has not been provided either. The information they told me is also not entirely correct. I did make numerous lower bet / play amounts during the bonus too, but they refuse to acknowledge these.

I look forward to hearing from you.

Thank you Mattyswift for all the information. I will now forward your complaint to my colleague Adam as we will definitely need to see the betting history from the casino.

Wish you best luck resolving it.

Regards,

Nick

Hello Mattyswift,

I have reviewed your case and will contact the casino to see if I can help. In the meantime, could I ask you to clarify which bonus you played with?

We would like to invite Fair Go Casino to join the conversation and participate in the resolution of this complaint.

Dear Fair Go Casino,

Can you please provide further information regarding the player's violation of the bonus terms and conditions?

Kind regards,

Adam

Hi Adam,

Thank you for your assistance.

I cannot remember which bonus I used. It was emailed to me I think. The casino will be able to provide this to you I’m sure. Hoping for some kind of positive resolution here.

Dear Mattyswift,

There has been no response from the casino so far. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask Fair Go Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Kind regards,

Adam

Hi there,

The customer contacted customer service multiple times asking for an update on account verification – and staff answered his questions and advised him to allow the given timeframe to complete the documents check.

One customer support agent did congratulate him on the winnings because the customer had won, and had a withdrawable balance on the account. The support team is not responsible for checking whether the customer has obeyed all the rules, and whether the withdrawal is valid, only the dedicated department can confirm that.

Once account verification is completed– the customer’s payout request is checked to make sure winnings are legitimate. Unfortunately, because he was betting above the maximum bet allowed when playing with a deposit bonus, his winnings are invalid. This rule is highlighted in the terms and conditions in yellow to bring attention to it. It is the customer’s responsibility to make sure he knows the terms and conditions to which he has agreed upon signing up.

The customer was advised of the broken rule and his winnings were declined. He was given back his deposit of $30 which is still on his casino account.

The rule you state is absolutely not highlighted in yellow.

Not to mention that you intentionally promote games with a ‘higher than allowed‘ betting limit to allow you to weasel out of having to pay anyone. This is an unfair advantage to you and does not represent the ‘fair go’ you claim to be all about.

To resolve this dispute, I will accept the original winnings, with the same play down. I believe the winnings were around 6,600 with a play down of 2,800.

Dear Fair Go Casino,

Could you please provide supporting evidence of the breach of the max bet rule to my e-mail, [email protected]?

Kind regards,

Adam

Hi there,

I have sent the supporting evidence.

Dear Fair Go Casino,

Thank you for the evidence you have provided.

I have reviewed the play history of the player and can see that a total of 97 bets were made above the maximum amount of $10.

In an ideal case scenario, we believe that casinos should enforce their maximum bet rules at the software level and therefore not allow players to place higher than allowed bets. This effectively removes all player complaints related to the max bet rule, as players simply can't break the rule.

If enforcing max bets is not possible because the casino runs on third-party software that doesn't support them (or for any other reason), the casino should carefully judge each case separately. Some players may break the rule by accident, e.g., by clicking the 'Max Bet' button on a slot machine by mistake. It is unfair to punish them for this, especially if they didn't win anything in the game rounds with over-the-top bet sizes.

Of the 97 bets made, only 8 had any positive effect on the balance of the player. If, as the player stated, the term was not visible in the terms of the specific promotion, it is understandable that it could have been missed. We would therefore like to ask the casino if it might reconsider its decision in this matter.

Kind regards,

Adam

Hi there,

The decision is final and Fair Go will not reconsider.

Fair Go isn’t Fair go at all.

I will be lodging a report with the Australian Government to have your site blocked throughout the country.

Dear Fair Go Casino,

Can you please advise as to which bonus was used? Is the max bet rule displayed in the specific terms for the bonus?

Kind regards,

Adam

The customer used C-NINEREALMS deposit bonus which was available in the Fair Go cashier at the time.

All cashier bonuses include descriptions of the bonus including minimum deposit amounts, redemption frequency, maximum cashout limit and feature a link to terms and conditions.

I’ve reported your site for unfairness, improper targeting, imbalanced terms and conditions, unfair and unconscionable conduct. You will soon have your web address blocked throughout Australia.

if another site is created by Fairgo, that will also be reported and blocked.

As per my earlier email, to resolve this dispute, I will accept the original winnings, with the same play down. I believe the winnings were around 6,600 with a play down of 2,800.

Dear Mattyswift,

After further review of all of the information provided, I am afraid I must inform you that we can assist you no further with this case.

Instead of checking for terms breaches at the point of a withdrawal request, we believe that it is best when the max bet rule is enforced by the casino software, but this is not currently the industry standard and we can't penalize the casino for not operating in this way.

We also believe that the rules should be displayed prominently in the specific terms for the promotion. Although this is not exactly how the casino has presented its bonuses, there is a link to the relevant terms provided, and in particular, the max bet rule is highlighted within the terms to make it stand out.

Additionally, you have made a large number of bets that have breached the rules. As the casino acted in accordance with its terms and conditions regarding this, and considering all of the above, I am afraid there is nothing further we can hope to achieve and the complaint will now be rejected.

I am sorry I could not be of more help on this occasion.

Kind regards,

Adam