I have been playing with fastpay casino for a while and I have successfully made a with drawl before, And today I tried to make a withdrawal but was refused because of multiple accounts using the same ip address. My mother also has an account with them, I'm not sure if she is verified or not, But I one time used her phone to play on my account unknowingly she had used her phone to play her account

I have been playing with fastpay casino for a while and I have successfully made a with drawl before, And today I tried to make a withdrawal but was refused because of multiple accounts using the same ip address. My mother also has an account with them, I'm not sure if she is verified or not, But I one time used her phone to play on my account unknowingly she had used her phone to play her account

Dear Jemma,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.fastpay-casino.com/terms-and-conditions in the section "WHO CAN PLAY":

"The Casino accepts strictly adult players (the minimum age is 18) and players who have reached the gambling age specified by the jurisdiction of player’s residence. It is the player’s sole responsibility to inquire about the existing laws and regulations of the given jurisdiction regarding age limitations for online gambling. Only one account in Fastpay casino can be opened per one person, one IP address, one physical address, one device, one payment wallet or bank card owner. The violation of this rule will lead to the blocking of the account and confiscation of active balance."

Although I would really like to help you, this term was breached, by using two account on one device, therefore I am not able to help you more with this case. Please do not hesitate to contact us if there is anything else, we could do for you, otherwise, I will be forced to reject this complaint. Thank you very much for your understanding.

Best regards,

Kristina

Yes OK even tho it was an honest mastake. I didn't know the ip had been used to play at the casino before but I can accept the account being closed but what is unacceptable is they were happy to keep taking my money for weeks knowing I had brerched but only decided to let me know when I try and make a withdrawl. I think it's only right and fair that I am refuned all my deposits since the same ip address was used. Because rightfully from that point they had no intention of ever letting me withdraw any funds because I was in violation of my account so why can they still let me deposit while in violation. They should of let me know right away and blocked my account when I unknowingly used the same ip address but insted they let me keep depositing hundreds more dollers for weeks into the account and that is scandalous and not right at all!

Most casinos only check for duplicate accounts as a part of the verification process, which is generally done when a player asks for a withdrawal. In this case you both have used one device and IP address, which appears as duplicate accounts to the system. 

I will now transfer your complaint to my colleague Peter who will be at your assistance. I cannot guarantee you a positive outcome, because you breached the casino's T&Cs, but I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I was already a verified player that had made previous withdrawals before. When I opened my account and got verified I used my tablet which I used almost every time I played with the casino, It was only once or twice that I used the phone to log in to my account to play and I had no idea it had been used by some one else to play on there account. even tho I don't think that is a fair reason to block a loyle players account, I expect the fact that is there reason. But they should not of kept taking my money, If they have the ip address logged for every time Ive logged in they have the capability and no doubt the software that can alert them of this any time some one logs in to there account to play. But because they have no morals and clearly don't care about there players they choose not to tell you until they have too or in my case until they have to payout . Mean while here I am unaware that I have breached the contract because I just happened to use the household device to logg in to my account insted of my normal device, And every day for weeks they let me keep depositing hundreds of dollers in to an account which they have only just now decided is in breach of there contract. If it is in breach of contract now because of the duplicate ip address being used it was in breach the day I logged in on the other device there for they shouldn't have been taking my money from that very moment and that is why I believe I am in titled to all my deposits back from that point. Its really very sad that they are unwilling to see that an honest human mastake was made by using another device. But if that's the reason they are using to keep the 15000 dollers I rightfully won then so be it. And for that very same reason is why they should refund all my deposits made from the point they say I breached

Hi Jemma, I'm taking over your complaint. Do you know how much you deposited since this happened?

No but I will tally it up

??My deposits from the 16/5/20 which is the day I believe I "breached" the contract up until the day they decided to tell me I had breached was $852

OK Jemma, thank you. I will contact the casino and see what can be done.

Thank you very much

Hello Jemma. This is not the first talk regarding this case and you have got the answer several times. The desission wouldn't be changed with the place, number of complaints or messages.

The account was closed due to the usage of the same device + IP with another player. We have refunded your last deposits (170 nzd). There will be no additional refunds.

As I see the difference between total deposits (2723) and total withdrawals (14270) is 11547 NZD. We are acting according the rules. I suggest you to do the same to avoid problems. Please do not open new accounts in Fastpay casino - all of them will be closed.

Do not do these things in Fastpay casino (such actions will lead to the account closure):

- Do not use the same device with another player.

- Do not create new accounts to get welcome pack bonuses one more time.

- Do not open new accounts on other details if you have closed the previous one. 

- Do not use 3rd party payment methods.

If you have any questions - ask live chat. It is working 24/7 for our players. If they cannot help or a player wants to provide additional information, use the email [email protected]

Regards, Vlad.

Thank you Vlad for the reply.

Dear Jemma,

The casino has quite strong arguments and as a gesture of goodwill your last deposit was refunded. I'm afraid there's nothing else I can do to help you. The casino's T&Cs were breached by sharing of IP address and device. I can only recommend you to avoid these situations in the future because they cause problems in most casinos.

Best regards,

Peter