Fast Slots Casino - Jogador solicita a restauração dos ganhos.

I bet by mistake on 4-5 spins of 0.10 -0.40 minutes on roulette and as soon as a notification from Pragmatic appeared I corrected the bet, I won the 210 euros on a spin with a bet of 5 euros, not a cent more, please restore my winnings of 300 euros, thank you in advance

πονταρα καταλαθος σε 4- 5 γυρες 0.10 -0.40 λεπτα στη ρουλετα και μολις εμφανηστηκε ειδοποιηση απο τη pragmatic διωρθωσα το στοιχημα ,τα 210 ευρω τα κερδησα σε γυρισμα με πονταρισμα 5 ευρω ουτε σεντς παραπανω επαναφερετε τα κερδη μου 300 ευρω ευχαριστω προκαταβολικα

Dear manolisgkantos4,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Fast Slots Casino.

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

• Have you contacted the casino regarding the issue? Have you received any response?
• Is there any supporting evidence of the situation that would clarify the situation?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Vex (FastSlots)

19 Μαρ 2025, 00:42 EET

Hello,

Greetings from FastSlots!

After reviewing your gameplay, our respective team has detected that you have made bets above 5 EUR/USD with bonus funds, which is against our Bonus Terms & Conditions.

Please note that we reserve the right to revoke any bonus funds and winnings if a customer is found in breach of our terms listed in our "Bonus Terms and Conditions" or "General Terms and Conditions".

As such, the winnings gained from the bonus have been voided, and your bonus was re-credited. 

More details can be found here – https://www.fastslots.com/bonus-terms

The bonus in question is: 18010013845121649200% / Bonus Welcome Offer

Example rounds where you bet over the limits are as follows: 165121749109008

Thank you for understanding and we remain at your disposal.

Kind regards,

Vex

FastSlots Support

When I won, I had a bet of 5 euros, but I had mistakenly bet a few euros too high on a few different roulette rounds, which I corrected in the following rounds after being notified, but they had let me bet 5 euros too high on the round without correcting the mistake themselves and not letting me play the roulette round intentionally so that I would lose my winnings.

οταν κερδισα ειχα το στοιχημα των 5 ευρω ,ομως ειχα πατησει με μερικα λεπτα του ευρω παραπανω καταλαθος σε μερικες διαφορετικες γυρες της ρουλλετας απο λαθος τις οποιες διωρθωσα το στοιχιμα στις επομενες γυρες μετη την προηδοποιηση οστωσο με ειχαν αφησει να πεξω με παραπανω απο 5 τη γυρα χωρις να διωρθωσουν μονοι τους το λαθος και να μην με αφησουν να παιξω στη γυρα της ρουλετας εσκεμενα ωστε να χασω τη νικη μου

To put it simply, they let me complete more rounds than allowed with a simple warning without stopping the round like in evolution, and so now that I've won 338 euros, they confiscated it.

πιο απλα να σας το πω με αφησαν να ολοκληρωσω γυρες με παραπανω απο το επιτρεπομενο με απλη προιδοποιηση χωρις να σταματησουν τη γυρα οπως στην evolution και ετσι τωρα που πλεον κερδισα 338 ευρω μου τα κατεσχεσαν

That is, after the mistaken bet of ten cents of the euro, I had lost whatever happened to my capital, their system has you exposed, which does not interrupt the round.

As a result of the above 10 euro cents that you will bet, you are already a loser and you simply do not know it yet, and if you win at fruit, your winnings will be confiscated again due to a minor error in the pragmatic system.

δηλαδη μετα το πονταρισμα το καταλαθος των δεκα λεπτων του ευρω ειχα χασει οτι και να συνεβενε το καιφαλαιο μου το συστημα τους σε εχει εκτεθημενο που δεν διακοπτει τη γυρα

με αποτελεσμα απο το παραπανω 10 σεντ του ευρ που θα πονταρεις εισαι ηδη χαμενος και απλα δεν το ξερεις ακομα και αν κερδισεις στα φρουτακια παλι θα κατασχεθουν τα κερδη σου απο ενα μιραιο λαθος στο συστημα της pragmatic

Thanks for the explanation, manolisgkantos4.

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is tomas@casino.guru.

You should be able to request your game history from casino support. This is a record of all bets taking place for a chosen period, bet amounts, and other information in .csv or a similar format.

I kindly ask you to send me these records for review.

Thank you in advance for your reply.

Best regards,

Tomas

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this is my lucky round with 5 euro bet

Dear manolisgkantos4,

I am afraid I will need your game history in the format I requested earlier to proceed.

The records need to be complete for the entire time the bonus was active. Be sure to request the information from the casino support and forward the information to me in the format we may review.

If the casino refuses to give the information to you, please save the communication with them and forward it to me instead.

My email is tomas@casino.guru

I apologize for the inconvenience.

They don't have live chat and I sent an email and I'm waiting for their response.

Δεν εχουν ζωντανη συνομιλια και εστειλα email αναμενω για την απαντηση τους

They don't give me the history.

Δεν μου δινουν το ιστορικο

Thank you very much, manolisgkantos4, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear manolisgkantos4,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

Since Fast Slots Casino hasn’t registered their representative account on our platform yet, they can’t respond directly in this thread. However, I’ve reached out to their representative through another channel regarding your issue and am currently awaiting their response. I’ll keep you updated here as soon as I have any news.

Thank you for your understanding and patience!

Best Regards,

Kubo

Thank you, it's a shame what's happening to their casino and online gambling.

Ευχαριστω ειναι ντροπη αυτο που συμβενει για το καζινο τουςκαι τον δικτιακο τζογο

Thank you, it's a shame what's happening to their casino and online gambling.

Ευχαριστω ειναι ντροπη αυτο που συμβενει για το καζινο τους και τον δικτυακο τζογο

The correct procedure when your bet exceeds the allowed 5 euro bonus on Pragmatic is to pause the game and display the casino's main menu. This has happened to me again.

I believe I should be vindicated since it's not my problem but theirs that nothing is working well in the casino!

πιστευω πως πρεπει να δικαιωθω καθως δεν ειναι δικο μου αλλα δικο τους προβλημα που τιποτα δεν λειτουργει καλα στο καζινο!

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 manolisgkantos4,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. 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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend submitting a complaint to the Anjouan Offshore Finance Authority (AOFA) via this link. If the link does not work, please visit the casino’s website, scroll to the bottom, and locate the license badge. Clicking on it will display the license, where you can then proceed by clicking the "File a Complaint" button.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at jakub.m@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best Regards,

Kubo