Fast One Casino - O pedido de saque do jogador foi cancelado e os ganhos foram restringidos.

I won 400e from the casino and tried to withdraw it, but the casino canceled the withdrawal, claiming that I had more than one account with that casino, even though this is not the case. I asked them to check my information with the security team, but they refused to do so. I also asked which email address my other alleged account was created for, but they refused to give me this information either. They returned the winnings as bonus money that can be wagered 20x.

Voitin ko kasinolta 400e ja yritin kotiuttaa ne, mutta kasino perui kotiutuksen väittäen minulla olevan useampi tili kyseiselle kasinolle, vaikka näin ei ole. Pyysin heitä tarkistamaan turvallisuustiimin kanssa tietoni, mutta tähän eivät suostuneet. Kysyin myös mille sähköpostiosoitteelle toinen väitetty tilini olisi tehty, mutta tätäkään tietoa eivät suostuneet minulle antamaan. Voittosumman palauttivat 20x kierrätettävänä bonusrahana.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Player,

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 advise if you have passed the KYC verification?

Have you accumulated 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,

Attila

Hi!

Thanks for your quick reply.

it is possible, my sister and her husband play at many online casinos and we live in the same household.

I have not completed the kyc because I did not know that one had to be done, and I was not asked to do one.

I have not had any active bonuses with a real money balance.

Dear Player,

Thank you for your response. Have you tried asking them whether they have an account at Fast One Casino? If they do, could there be a chance that you both accessed the casino from the same device?

Furthermore, have you ever utilized bonuses while playing at this casino?

Thank you in advance for your reply.

Hello!

I only play on my mobile phone, and no one else has played on my mobile phone.

I played the welcome free spins at the casino before making a deposit and if I remember correctly, a certain bonus percentage was added to my deposit, but I wagered it according to the rules.

hei!

pelaan ainoastaan kännykälläni, eikä kukaan muu ole minun kännykällä pelannut.

pelasin kasinolla tervetuliaisilmaispyöräytykset ennen talletusta ja jos oikein muistan talletukseeni lisättiin jonkin suuruinen bonusprosentti, mutta sen kierrätin sääntöjen mukaisesti.

Dear Player,

Thank you for your response. Could you please advise what payment method have you used for depositing? Was it registered in your own name? Additionally, have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

Thank you in advance for your cooperation.

Hello!

I have paid either directly from the card or by bank transfer, unfortunately I don't remember which way I paid. I probably paid from my Revolut account.

Both are in my name.

I have not used any cloaking software to change my real location.

Hei!

Olen maksanut joko suoraan kortilta tai sitten tilisiirrolla, nyt valitettavasti muista kummalla tavalla maksoin. Todennäköisesti maksoin revolutin tililtäni.

Molemmat ovat minun nimissäni.

En ole käyttänyt maskausohjelmistoja muuttaakseni todellista sijaintiani.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Thank you Attila, I'll wait for the next handler's message.

Kiitos sinulle Attila, jään odottelemaan seuraavan käsittelijän viestiä.

Hello Miia82,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

I would like to invite Fast One Casino to join the conversation.

Dear Fast One Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for an independent review.

Thank you in advance.

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.

Dear Miia82,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, if you wish to pursue your case further you can contact the Curaçao Gaming Authority (CGA) and submit a complaint to them via email at complaints@cga.cw.

Although CGA currently does not handle individual disputes between players and gaming operators, they may review the situation for potential violations of law, so it might be worth a try.

You might find our article How to submit a complaint to a regulator | Casino Guru useful. Please let me know how they respond at michal.k@casino.guru if you decide to pursue this option. Regrettably, this is where any potential assistance from our end concerning your case concludes.

For the future, I highly encourage you to select casinos based on their reviews and ratings, opting only for those that are well-established, licensed, and highly regarded to minimize encountering similar situation. I regret that we were unable to assist you further in this instance.

Best regards,

Michal

Casino Guru