FastPay Casino - プレイヤーの撤退は遅れています。

The casino did a payout requested on the 6th of August after a few hours.

Two additional payouts requested on the 7th and 8th of August are still pending. I cant cancel them so something happened with them.

I contacted support and they say I have to send a bank statement to prove I did not receive it. Even being a unnecessary evidence I send the statement.

Since then all I hear is "financial department" will message us.

Cant be that hard to see the transaction is missing.

Dear David,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawals. Could you please confirm that your account has been successfully verified already? Do I understand correctly that the payments are still pending inside the account without being processed? Have you accumulated your winnings with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. Assuming that you have completed KYC verification successfully and had your withdrawals approved, I truly believe it’s only a matter of time before you’ll receive them.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello Petronela,

yes I am fully KYC verified. Also received multiple payouts in the past. All these withdrawals took place after only a few hours. That's why it raised big red flags for me that nothing came trough after 10 days.

I did not use any bonus money.

Usually I can cancel transactions till they are processed. After a few hours of requesting - the withdrawals cant be canceled anymore (so they somehow started processing it). But they never switched the state to "completed" and also nothing was received.

Thank you very much, David, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear David,

I’m sorry to hear that you’re experiencing issues withdrawing your funds. I’ll contact the casino and try my best to resolve the issue.

I would like to invite FastPay Casino team to join this conversation and participate in the resolution of David’s complaint.

Update from my side: The casino mailed me that they need the proof of address again (not older than 90 days). Why this is needed on 7th and 8th of August withdrawals but no on 6th of August is still questionable.

Anyway, I uploaded the required document and now I am waiting from here.

Hi, bank transfers are approved on our side days ago. After that, it is processed by Dama NV. Usually, money hit players bank account within 5 banking days. Players cannot cancel them or edit. As I see 3000 euro were processed, Other 3000 euro is still processing same as 1950 euro. Do not worry - money will reach your account soon.

As I see you have used crypto before - it is much easier and faster to process it as in this case we are processing payouts ourselves (without Dama) and money hit your wallet within minutes. I suggest using it in future as we cannot influence bank withdrawals processing time and sometimes they are slower than needed. Sorry for the inconvenience.

A withdrawal with crypto was not possible as it got rejected. Because I made the deposit via credit card I was not able to use crypto for the withdrawal. Did it twice at 6th of August, both crypto withdrawals got rejected.

Removed as it was a double post (timeout issue at casino guru).

Thank you, FastPay Casino team, for clarifying.

Dear David,

As the payments have been processed on the casino side, I’d like to kindly ask you to allow a few more days for the payments to reach your account and keep us posted on any updates. Thank you in advance.

Hi, I will try to contact the payment team to speed all stuff up as much as I can. Sorry for the inconvenience again.

Case closed, everything was done. (One withdrawal got canceled but i was able to withdraw it as crypto again).

Thank you, David, for letting us know and for using the Casino Guru complaint resolution center. I’m glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru