FastPay Casino - プレイヤーの預金は没収され、アカウントはブロックされました。

The casino has blocked my account and confiscated my deposit. I didn't even get a chance to play at this casino, but my account was blocked and my deposit was seized. They have no right to take my money. I request them to return it to me.

Казино заблокировало мой аккаунт и конфисковала мой депозит. Я даже не успела поиграть в данном казино, но мой аккаунт был заблокирован и депозит был конфискован. Они не имею права забирать мои деньги. Прошу вернуть их мне обратно.

Dear juanjana009,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with FastPay Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify which identity documents you provided to the casino?

Have you provided all the necessary documents on time and in the correct format?

Do I understand correctly that your account was blocked after a failed verification?

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

Best regards

Veronika

First, I filled in all the details in the casino account profile. After that, my account was immediately disabled. I provided all the documents that were required of me. I sent it by e-mail. As a result, I get an answer that I violated the rules 10.1 forgery of documents. Why did they decide that, it is unclear? I didn't win anything from them. I didn't even have time to play. They confiscated my deposit

Could you please forward me the documents you sent to the casino? My email address is veronika.l@casino.guru. Thank you.

I sent you all the evidence immediately after your response. There is no response from you yet

Я вам отправила все доказательства сразу же после вашего ответа. От вас пока что нет ответа

Thank you very much, juanjana009, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, juanjana009,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear FastPay Casino team,

Could you please provide us with an explanation of the situation in more detail? Why has her account been blocked/closed? What steps should the player take to unblock the account/complete the KYC and/or get back her unused deposit?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hi, I shall get the information regarding this case from the antifraud team and put them here or send personally. I think, information will be available only next week.

Well, let's wait a week until they "fabricate" something

My account was accused of fraud the next day without showing any evidence. Now they have written that information will appear only next week. How can this be?

I have got some information, but I cannot post everything in the open area. Can Casinoguru team send me an email where we can forward more information?

The account which you're stating in the thread was not under any confiscation of funds. It is one of the duplicates from the fraud group of accounts. As we can see you have a lot of accounts on different names, with different documents and bank cards. The anti-fraud team have closed all the group for the forged documents and fraud activity across all the Dama NV platform. There is no way you can be unbaned or get the money back. Unfortunately, we cannot help here in any way.

Thank you for the clarification, FastPay Casino team.

Sure, feel free to send me the supporting details/evidence to my email - branislav.b@casino.guru

Looking forward to hearing from you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi. We have sent all information regarding this case to the specified email.

Thank you for your email and the explanation, FastPay Casino Team.

Can you please look at my last response and provide me with the requested details if possible?

Dear juanjana009,

This is what I can share with you at the moment (a part of the casino's rules that you accepted upon registration):

"The Company has a strict anti-fraud policy and applies various anti-fraud tools and techniques. If the player is suspected of fraudulent actions, including, but not limited to:

participating in any type of collusion with other players;

development of strategies aimed at gaining of unfair winnings;

fraudulent actions against other online casinos or payment providers;

chargeback transactions with a credit card or denial of some payments made earlier;

use of stolen cards;

creating more than one account (including any other actions to get advantage from casino promotions);

providing of forged documents;

providing incorrect registration data;

other types of cheating;

or becomes a bankrupt in the country of their residence, the Company reserves the right to terminate such Player Account and suspend and/or cancel all payouts to this player. This decision is at the sole discretion of the Company, and the player will not be notified or informed about the reasons of such actions. The Company also reserves the right and may be obliged to inform appropriate regulatory bodies of the fraudulent actions performed by the player."

I am waiting for additional details from the casino, but in the meantime, I have a few questions for you.

Can you please explain a connection between your disputed casino account and other linked accounts (a group of accounts) that were engaged in using fake/fraudulent personal details, documents, payment methods...?

If I understood it correctly, the casino representatives are even ready for any kind of communication with you regarding the matter - would you be able to attend (for example) a verification video call for advanced KYC with all your documents?

In addition, can you please forward me a detailed bank statement with all the necessary details of the payment/deposit made to the casino?

Looking forward to hearing from you.

Alright, juanjana009. I think we all know what this all is about, so we do not have to drag it out unnecessarily.

You were provided with enough time to comment on the matter and provide the requested but you failed, which speaks for itself. In the meantime, the casino provided us with sufficient details and evidence supporting their claims and decision.

After gathering all the necessary information and details, we are closing this complaint as unjustified due to a serious breach of the casino's terms and conditions - most of the points in the above-stated rule were breached (multiple accounts/forged documents provided during the KYC process/someone else's identity used in the linked accounts/abuse of a specific payment method and the casino's system/...).

The casino acted correctly and in accordance with its terms and conditions.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, FastPay Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru