FastPay Casino - Das Konto des Spielers wurde angeblich wegen mehrerer Konten geschlossen.

Hey Zeam,

I deposited €310 at the casino today and won around €5800 without claiming a bonus.

I wanted to withdraw €3000, but then I received a message saying my account was locked because I allegedly have multiple accounts.

However, I do not have any other account at this casino.

Can you please help with this?

Hey Zeam,

ich habe heute 310€ im Casino eingezahlt und habe ca. 5800 Euro gewonnen ohne einen Bonus zu beanspruchen.

Ich wollte 3000€ auszahlen und danach kam die Nachricht mein Konto wurde gesperrt, da ich mehrere Accounts hätte.

Allerdings habe ich keinen weiteren Account in diesen Casino.

Könnt Ihr hier bitte helfen.

Dear Tofli90,

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 confirm that you have passed the KYC verification?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

Hello Kristina,

Thank you for your quick response.

It is not possible that anyone else has used my IP address.

I submitted all documents for verification, but my account was blocked before the documents were approved.

I can only imagine that they are claiming that I have 2 accounts, since I am also registered at other Dama NV casinos but only with one account.

Hallo Kristina,

danke für deine schnelle Antwort.

Es ist nicht möglich, dass noch jemand meine IP Adresse verwendet hat.

Ich habe alle Dokumente zur Verifizierung eingereicht, allerdings wurde mein Account geblockt bevor die Dokumente genehmigt wurde.

Ich kann mir wirklich nur vorstellen, dass man behauptet, dass ich 2 Account hätte, da ich auch in anderen Casino der Dama N.V. angemeldet bin aber immer nur mit einem Account.

Thank you very much, Tofli90, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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.  

Thank you, I wrote to the casino again but they didn't answer me. My account was also blocked.

Danke, Ich habe das Casino auch noch mal angeschrieben aber man antwortet mir nicht. Mein Account wurde auch gesperrt.

Hello Tofli90,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite FastPay Casino to join the conversation.

Dear FastPay Casino,

Could you kindly provide me (michal.k@casino.guru) with the documentation supporting the reported existence of multiple accounts associated with the player?

Hi, sure. We shall send the additional information shortly.

Thank you for the email along with the evidence, FastPay Casino team.

Dear Tofli90,

After gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts created close one after another linked with your accounts by the same personal details, device ID, and IP. Although your last gameplay was without a bonus that does not mean that you have not violated the terms and conditions which were detected after a KYC and AML check of your account as mentioned above.

The casino team mentioned your deposit had been returned back to you which I consider fair. I will not be able to help you further, and this complaint will now be rejected

I wish I could be of more help. Do not hesitate to contact us in the future, if you run into any issues with this or any other casino, and we will try our best to help.

Best regards,

Michal

Casino Guru