I won about $41,000.00 AU last night and when I updated my verification identification, I had to do this because I had not played in a while and I had moved address twice since first signing up to this casino, my winnings were taken and I was told that I have duplicate account (which is impossible) and they left me with $6444.00 and told me to withdraw my money immediately through bank transfer and they will close my account, my question was, if I had a duplicate account why did they not say we will deactivate both accounts, however, they only said they will deactivate my account. I ask for evidence if a duplicate account but did not send me anything, just closed my account., Specific casino : fastpay-casino.com

Dear RiaRia,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please specify when your KYC verification was completed initially?

Have you accumulated your winnings with the help of a bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello, I am the only person who played the online casino. I did not use any bonus as none were available. I would have initially provided verification about 3 years ago, and due to moving address and new license card number all had to be updated which I tried to. If I had breached T&C, why did they offer me to withdraw a small amount before closing my account.

I also wanted to add that I would have changed internet service providers at this time and purchased a new computer as i do every two to three years.

Thank you very much, RiaRia, for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you RiaRia for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask FastPay Casino for their help in resolving this complaint. We would like to ask if you could provide any evidence of duplicate accounts. You can forward any information to my email.([email protected])

Thank you in advance for your cooperation!

Hi, the player has the duplicate account. As it was the first withdrawal, we have refunded players lifetime deposits to our casino (I guess this small amount is specified in players post) which were withdrawn. The evidence will be send to the specified email shortly.

Why was i not sent the evidence when I asked via email in the first instance.

Thank you for the update FastPay Casino representative.

Dear RiaRia, the casino has provided me with evidence of multiple accounts. Based on this information we believe the steps the casino has taken are justified. I strongly advise against such behaviour in the future as multiple accounts are not allowed in any casinos in the industry. Due to this reason, your complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter