FairGo - Withdrawal declined due to using a coupon for free spins whilst withdrawal pending

Ruling

Resolved - FairGo Casino have informed us that this player's balance has been reinstated. The player is non-responsive to our requests for an update.

Read our FairGo Casino Review.

Player's Complaint

Below I have a copy of the email complaint I sent to fair go. All information should be in this. I have not received a reply from them.

I recently won $1950 and the payout was declined due to using freespin coupons. I thought I could just not collect any winnings from the spins while withdrawal pending I had no idea I would void my win and obviously if I new this I would not have jeapordised receiving my payout. I have been a loyal customer and have spent a lot with your casino and surely my business would be more valuable to your casino then taking a $1950 win off me and loosing my business which would be worth a lot more then that in the future. I was relying on this payout and will be left in a really bad position. I ask u please reconsider surely with a name like “fair go” u have to show some compassion to ur loyal customers. If not I will find another casino that doesn’t try to void any payouts. I am really surprised that this is possible to do it looks like it’s set up that way to trick players into loosing. Surely long term customers are more valuable to your casino then taking one payout back. I hope this can be resolved hope to hear back soon. Sorry if I seem rude I really just am in a bad spot financially if I loose this as I’ve spent money expecting to receive this payout and it will really destroy my life atm. Please show compassion there is no doubt my business is worth more to u then this payout. Look thru my deposit receipts it’s obvious u will make more money in the future rather then loosing my business and some friends business over $1950. Give me a fair go please

Yours truly [EDIT] “[EDIT]“

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7 Responses

ThePOGG

June 19, 2019

Hi dpclarky - welcome to ThePOGG.com!

The terms and conditions at FairGo casino are clear in prohibiting claiming promotions while you have a pending withdrawal and do explicitly state that this may result in winnings being cancelled. That being the case I need to ask whether the contested funds are associated with the withdrawal you had pending at the time or the violating promotion you claimed?

Thanks,

ThePOGG

dpclarky

June 19, 2019

The coupons I used were after I had won the money and withdrew I think it was a day or two later the balance was not visable on my home screen anymore and the free spins I used from the coupons had no affect on the withdrawal at all

ThePOGG

June 19, 2019

Hi dpclarky,

I'm still unclear here - were the funds you are contesting generated with play before you claimed the violating bonus? Or are they winnings that have been voided generated when playing with the violating bonus?

Thanks,

ThePOGG

dpclarky

June 20, 2019

The funds that were voided were not generated from the violating coupons. I won the money a day or two prior to using coupons. The only reason funds were voided was due to my withdrawal was still in the pending stage at the casino. The withdrawal amount was not affected at all by the coupons used as it had nothing at all to do with them

ThePOGG

June 27, 2019

Hi dpclarky,

I've spoken to the operator and my understanding is that your funds will be reinstated. Can you please confirm when you have managed to access them?

Thanks,

ThePOGG

ThePOGG

July 5, 2019

Hi dpclarky,

I'm following-up on the above?

Thanks,

ThePOGG

ThePOGG

July 12, 2019

Hi dpclarky,

If we haven't heard from you by Friday the 19th of July I'll assume you've received your funds and close this complaint.

Thanks,

ThePOGG