Fair Go Casino - プレイヤーの撤退が大幅に遅れています。

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs and I found this:

27. The maximum withdrawal per customer per week is up to $7,500 AUD. Fair Go Casino reserves the right to pay out higher winnings over a period of several weeks.

Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise when exactly you made the last successful withdrawal?
• Do you currently have any pending withdrawal requests?
• Did you accumulate your winnings with or without an active 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,

Kristina

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Thank you very much for your reply. Could you please forward any supporting evidence you have and all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Thank you very much for your cooperation. 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 AnaPoniyati for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Fair Go Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

Hi Peter

that sounds amazing. Looking forward to your updates regarding Fairgo’s response.

regards

Anaponiyati

Hi there,

Thank you for reaching out. We are sorry to hear about your experience and understand your concerns regarding the recent adjustment to your withdrawal limits.

Just to clarify about the T&C, since maybe this detail got overlooked:

"27. The maximum withdrawal per customer per week is up to $7,500 AUD. Fair Go Casino reserves the right to pay out higher winnings over a period of several weeks."

Please rest assured that any changes to limits are made in line with our internal risk and account management procedures, which take multiple factors into account.

As a gesture of goodwill, we have adjusted your withdrawal limits to $1500, so you should be able to cash out the remaining winnings in one go.

Thank you for the patience you have shown so far, and if you have any further questions or need assistance, feel free to reach out to us directly.

Best regards,

Fair Go Casino

Thank you very much for the positive update Fair Go Casino representative.

Dear AnaPoniyati, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear AnaPoniyati,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Peter,

I am writing to confirm that I have received my winnings and that FairGo has increased my withdrawal limit to $1500 per week. While I appreciate this increase, it remains significantly lower than what is stated in their terms and conditions, which specify a weekly withdrawal limit of $7500 and that FairGo may increase limits and pay out higher winnings at their discretion.

I feel this reduced limit is a form of penalization for being a player who wins more than average. It does not seem fair or equitable, and I feel somewhat discriminated against. It seems they initially tried to get me to spend my winnings while waiting 20 weeks at a $500 weekly withdrawal limit, which is absolutely unreasonable.

I have never encountered restrictions like this with other casinos—only with FairGo and its sister sites such as PlayCroco, Ozwin, and Slototastic. Since winning $10k at FairGo, these sister sites have also lowered their withdrawal limits to $500 per week, which is disappointing and unfair, making it difficult to access my legitimate winnings.

That said, I do appreciate the current outcome, as it is certainly better than waiting 20 weeks at the lower limit. With a $1500 weekly withdrawal, the wait is reduced to about 6-7 weeks, which, although still a long time, is more reasonable given that these are legitimate wins without bonuses.

I believe the public should be made aware of these unfair tactics and how they make it very difficult for players to access their legitimate winnings. Players shouldn’t spend their money at casinos that treat winners unfairly—there are much better alternatives out there, such as Eternal Slots, which pays out up to $4,000 USD per day instantly, with funds received within an hour or two. That’s how it should be—not a 20-week wait!

Thank you for this positive outcome you have achieved for me; I truly appreciate it.

Would you mind emailing me a copy of the email you sent to FairGo, please?

Thank you again.

Kind regards,

AnaPoniyati

Dear Fair Go Casino, could you clarify what the requisites are for the withdrawal limits to be higher? According to our policy, we display the lowest available withdrawal for players to be informed of what to expect when registering in the casino. If the average player is only allowed to, for example, withdraw $500 per week, this would also affect your rating, as we believe this is far lower than the industry standard. Thank you in advance for your clarification!

Dear Peter,

Thank you for your message and the opportunity to clarify the withdrawal policy.

As mentioned above, at Fair Go, the standard withdrawal limit is up to $7500 per week. This is outlined in our Terms & Conditions.

However, in certain cases, individual limits might get adjusted based on internal risk assessment and account management protocols. These take into consideration a variety of activity-related factors. We are not able to disclose the internal criteria and assessments, unfortunately.

These measurements are not in place to disadvantage players, but to support responsible and secure gaming.

We would like to clarify that the lowered withdrawal limits do not represent the typical experience of the majority of our players. Most users enjoy a full standard withdrawal rate without any issues.

In cases where limits are adjusted, we always remain open to reviewing them again, and they are not a permanent change.

In the current case, we have worked together with AnaPoniyati to resolve the matter and decided to increase her limits so she was able to withdraw her full winnings in one go.

Since we can see that the player keeps depositing and has withdrawn multiple times ever since this complaint was opened, we take this as a sign of continued trust in our services.

We understand the importance of transparency, and we do our best to give as detailed information as possible within the limits of what we can disclose.

Best regards,

Fair Go Casino

Thank you for the clarification Fair Go Casino representative. Would it be possible to share the details of the withdrawal policy privately? If so, you can forward any information to my email. ([email protected]) Thank you in advance!

Dear AnaPoniyati, please keep us informed about your status with the withdrawals and let us know when you consider the matter to be resolved. Thank you!

The limit increase only allowed me to withdraw the remainder of my winnings in one go because by the time it was raised to $1,500, that was all I had left. For seven weeks I was restricted to just $500 per week. If I’d been able to withdraw the standard $7,500 limit, I would have had all my money within two weeks instead of seven, and none of it would have been played back.

Yes, I have deposited and played since, but the withdrawal limits make it impossible to take out the full amount. For example, when I first won $1,500, I was only able to withdraw $1,000. More recently I won $1,000 again, but because I’d already withdrawn $1,000 the previous week, I was capped at $500. That forced me to either wait another week or play the remaining $500, which I inevitably lost. I am currently awaiting the $500 to be paid to me as we speak.

On top of this, when I started losing, my maximum bet was reduced from $25 down to just $2.50. Again, this feels like a tactic designed to make it nearly impossible to win anything back while being restricted to $500 per week withdrawals.

So when the casino says the restrictions are for ‘internal reasons,’ it’s clear this tactic benefits them.

They know players often lose the remainder that they can’t withdraw immediately. I keep playing there because I do seem to win, though it’s not really out of complete trust. And the fact that Fairgo cannot specifically explain why I am treated differently from the majority of other players, who are subject to a $7,500 weekly withdrawal, really says it all — it feels like discrimination against players who win.

Hi AnaPoniyati,

Thank you for your feedback and for engaging with us throughout this process.

We understand that this situation has been frustrating for you, and we acknowledge your concerns.

While we respect your right to express your point of view, some of the assumptions made here do not reflect the full context of our internal processes and decision-making criteria.

We would also like to highlight that the complaint that was originally raised - regarding your delayed withdrawal - has been addressed. The limit was increased to allow you to withdraw your full winnings at that time. While other concerns have been added since then, we resolved your initial request for you in good faith.

At Fair Go, our priority is always player satisfaction. After a thorough internal review, we believe that it might be in everyone's best interest for you to continue your gaming experience with one of the providers you have mentioned above that better aligns with your preferences. Accordingly, and in line with our Terms and Conditions, your account will be closed once your current pending withdrawal has been fully processed.

You can rest assured that this decision was not made lightly. We aim to provide a fair and enjoyable casino experience for all our players, and sometimes this includes recognizing when expectations between a player and the casino no longer align.

We appreciate your time with us and wish you all the best in your future gaming endeavours.

Best regards,

Fair Go Casino

Dear Fair Go Casino,

Thank you for your response. I acknowledge that my account will be closed once my pending withdrawal is processed.

I would like to clarify that my feedback was not intended as an accusation, but to share my genuine experience.

While the withdrawal limits were eventually increased to allow me to access the remainder of my winnings, the process over the preceding seven weeks—with $500 per week restrictions, reduced maximum bets from $25 to $2.50, and unclear rationale for why my account was treated differently from other players—created significant frustration and a perception of unfair treatment.

I fail to understand why my deposits, gameplay, and withdrawals would be considered a security risk that would trigger such extreme limitations and measures. From my perspective, the limits and changes during my gameplay had a direct impact on my ability to access winnings promptly and affected my trust in the platform.

I will continue to provide feedback publicly about my experience on forums and review sites, as I believe it is important for potential customers to be aware of both positive and negative experiences prior to spending at your venue.

The decision to close my account only reinforces my perception that I am being treated differently from other players.

I want to emphasize that what I have shared are factual experiences and observations, not merely accusations. I also sincerely hope no one else is treated in the same way I was at Fair Go.

I also fail to understand why I only ever received a reasonable response when I complained via the Casino Guru website, but was consistently brushed off and ignored when requesting assistance from your banking, support, and customer service teams.

I appreciate that Fair Go has now addressed my pending withdrawal and I will ensure it is processed accordingly.

While I will not be continuing my account here, I hope this feedback is helpful in understanding a player’s perspective regarding withdrawal limits and account management policies.

Thank you for your attention, and I wish Fair Go all the best in providing a positive gaming experience to other players.

Kind regards,

AnaPoniyati

Dear AnaPoniyati, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear AnaPoniyati,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear AnaPoniyati,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Peter