I deposited 200 no bonus and my balance was at 40,000 after winning.i themselves bank statement and was waiting on my ID and went to log back in to my account and they had closed it.they said I had used another account but that never happened.can you please help me recover my winnings.

Dear Braedon, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs (https://www.fastpay-casino.com/terms-and-conditions) and I found this:

?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."

Is there any chance, that someone from your household or using the same IP address has created an account at this casino? Would you be so kind and forward any relevant communication between you and the casino to [email protected] (or you can post it here)?

Looking forward to hearing from you.

Best regards, 

Kristina

We received this message from Braedon:

"I never made another account at all and noone in my house hold has either but thankyou for helping me out "

Thank you very much for your reply. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, or replying to notifications, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. You can reply to this existing complaint by following "Link" from the notifications which have been sent to your registered email.

Your cooperation in this matter is highly appreciated. 

Hello Braedon!

I will take care of your complaint from now on. I would like to ask FastPay Casino to join this conversation and clarify the situation.

Hello, as stated in the terms and conditions: ?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." The player has violated both of these points (IP and device). We shall send technical information to CasinoGuru representative, classifying the case. Thank you.

After careful examination of the evidence provided to us by FastPay Casino representatives, it was clear that the player was indeed in charge of two accounts at the same time.

This fact led us to decision that this complaint is unjustified and therefore it will marked as 'rejected'.

Braedon, if you don’t agree with our decision, I would suggest contacting the casino's licensing authority here: "[email protected]". You will be able to find the relevant link in the validator on the footer of casino’s website.