Fastpay Casino - Account closure

Ruling

Found for the Casino - This player has opened multiple accounts, which is a clear breach of operator terms of use. As such there's nothing we can do to help them.

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Player's Complaint

Hi, I signed up to Fastpay casino. I won $600AUD without any bonus so I tried to withdraw. I have my Identification papers & suddenly they closed my account taking all my money. I asked why and was told i had a duplicate account. I asked what account they were referring to, they gave me the name of my friends account [EDIT]. I had let [EDIT] use my laptop one day when his phone had been stolen. I explained this to the representative only for them to change the reason to the fact they believed I may be underage. This was ridiculous to me as I am 37years old, so i produced my Australian Drivers licence & Australian proof of age card. They then changed back to the duplicate account issue so I got my friend [EDIT] to contact them &produce his ID. They refused to shut his account stating they were aware we were 2 seperate people. They said [EDIT] had opened his account earlier to mine so he wasn't getting his account closed. They told me i had violated the terms by allowing someone the use of my laptop. They told me I shouldn't let anyone use my devices. By these standards this means that no player can use a public library computer? I thought the reason we had passwords was so we had private accounts? I was unaware that by using another device (which we all do) I could lose $600. I have emailed and tried talking to them only to be shut down and hung up on via live chat. That is no way to treat customers. What can I do? This is unfair and wrong of them to do. Can you help me?

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