Fair Go Casino - La cuenta del jugador ha sido cerrada después de repetidos intentos de verificación.

I made 3 deposits on the fairgocasino.com casino, this after I did the verification required by them. On 05.12.2024 I withdrew $750 and they asked me for an additional selfie verification with an identity document in hand. After May 15, 2024, they asked me for 8 selfies with various documents plus the utility bill and I always received this message: (We have received your email with the attachments, thank you. We were unable to complete the verification process as the copy of your document(s) cannot be accepted.) I redid the selfie with the driver's license with the passport with the utility bill until today 7.12.2024 when he sent me this message: (After reviewing the documentation submitted, your account did not pass our internal security checks .A decision has been made to close your account. This decision will not be reversed.)

Dear bettyquintanagomez,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it can take a few attempts to provide documents correctly.

• Have you provided all the required documents as soon as possible and in the correct format?
• Did the casino explain what was wrong with the documents you provided?

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

Best regards,

Kristina

Hello, they asked for a selfie with my driver's license, passport, selfie in various positions and utility bill. After I submitted all the necessary documents, they closed the account. But please, if you talk to them, ask why when I made 3 crypto deposits from the same wallet, why didn't they ask me for verification? Thank you very much for your help

I sent exactly what they asked for and exactly how they asked, if you send me an email I will send you my documents immediately, I can't post them here. Thank you

Thank you very much for your reply, bettyquintanagomez. Have you received any explanation from the casino regarding the closed account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you for your help, I have attached everything I talked to the casino by email. I also talked to them on chat and they said that everything is fine.

Thank you very much, bettyquintanagomez, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Thank you very much

Hello there,

Thank you bettyquintanagomez for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Fair Go Casino for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help restore the player's account.

Thank you!

Hello, I did all the checks required by them and after the check they closed my account, I sent the whole conversation to the email: kristina.s@casino.guru. Thank you very much for your help

Hi there! And thank you for bringing this complaint to our attention.

Unfortunately, the player was never verified successfully because they sent fraudulent documentation. it was also due to this reason that the casino decided to close the account.

How do you refer to fraudulent documents when I sent several pictures with the document in hand. But when I submitted, why didn't you ask me for verification? I have made several deposits in your casino and I have not received any verification sign. When I made the withdrawal to the account from which I made the deposit, where are the lies you tell. Shame on the liars.

Thank you for the update Fair Go Casino representative. Would it be possible to provide evidence of the fraudulent documentation? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

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.

They have no way to answer because they were wrong about me. It is a scam casio as long as I sent all the required documents and they block the account only for $750. You will realize what kind of casion it is. I will also post on facebook on instagram on tiktok. Thanks anyway for the help.

Thank you for providing me with the evidence Fair Go Casino representative.

Dear bettyquintanagomez, would it be possible to provide me with the emails or photos you used to verify at the casino for review? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

I sent all the conversations I had with the casino and the documents requested by them to this address kristina.s@casino.guru on the date of Jul 17, 2024, 5:48 AM. I'm sending them now to the address you gave me. Thanks

Thank you for providing me with the documents bettyquintanagomez, I don't really see any signs of fraudulent documentation as the casino has mentioned but I will discuss this with the casino representative further and update you about any new developments. Thank you for your patience during this time!

Thank you very much, I hope I can at least recover the deposits I made at the casino.

Dear bettyquintanagomez, I am in contact with the casino representative. I will set the timer for the casino to bring their attention to the situation. Thank you in advance for your patience!

Thank you

Is there any chance I can get my money back? Thank you

Dear bettyquintanagomez, unfortunately I have not received an update after our last discussion with the casino. With that in mind, I am forced to close this complaint as unresolved as the casino didn't provide me with sufficient evidence. 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. I am sorry I could not be of more help on this occasion.

Best regards,

Peter