Fast Slots Casino - La solicitud de retiro del jugador está retrasada.

My complaint is directed at FASTSLOTS, a casino part of the same group as Golden Panda but not yet listed on your site.

A few days ago, I registered and was able to deposit and withdraw without issue. Days later, the casino asked me to verify my identity if I wanted to continue withdrawing, which I did. I provided all the documents they requested (national ID, passed the facial verification on their website, bank certificate, and a bill to prove my address).

Since all the documents were correct, I was able to continue depositing and withdrawing without any problems.

As I am addicted to gambling and felt the situation was getting out of hand, I requested the permanent closure of my account and the withdrawal of my balance (671 euros). The account was closed for responsible gambling, but in order to withdraw, they require a bank document showing my name, IBAN, and address.

Upon contacting my bank, they informed me that they do not issue such a certificate (with all that information). The bank certificate only shows the account holder's name, the IBAN, and the SWIFT code.

I have already verified my address before, and the casino is demanding an unreasonable document that I cannot obtain.

It seems to me that their only intention is to create obstacles to avoid paying a player who will no longer give them profits.

Thank you

Mi queja va dirigida a FASTSLOTS, casino del mismo grupo que golden panda pero que todavía no está en vuestro listado.

Hace unos días me registré y pude depositar y retirar sin problema. Días después, el casino me pidió que verificase mi identidad si quería seguir retirando y eso hice. Facilité todos los documentos que me pidieron ( documento nacional de identidad, pasé la verificación facial en su web, certificado bancario y factura para probar mi dirección).

Como todos los documentos eran correctos pude seguir depositando y retirando sin problema.

Como soy adicto al juego y sentí que la situación me estaba superando, solicité el cierre permanente de mi cuenta y el retiro de mi saldo (671 euros). La cuenta se cerro por juego responsable pero, para poder retirar, me exigen un documento del banco en el que aparezcan mi nombre, el IBAN y mi dirección.

Al contantar con mi banco, me dicen que no emiten tal certificado ( con todos esos datos). El certificado bancario solo refleja el Nombre del titular, el Iban y el código SWFIT.

Ya he verificado antes mi dirección y el casino me exige un documento absurdo que no puedo conseguir.

Me parece que su única intención es poner trabas para no pagar a un jugador que ya no les dará beneficios

Gracias

Dear juliobit8,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have you informed the casino that your bank does not issue a document with all the requested information visible? Have you received any alternatives for your bank account verification, e.g. a video from your banking app?

Has your bank certificate been previously verified by the casino?

Am I correct in understanding that the bank certificate showing your name, IBAN, and address, is the only document that has not yet been approved by the casino?

Have you visited the local branch of your bank to request such a document?

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

Best regards

Veronika

Hello Veronika.

Thank you for your attention.

The bank has told me that there is no document in which the name, IBAN and address appear at the same time.

I have told the casino but I have not received a reply for three days (before the responses were almost immediate)

My account had been verified a few days ago when I had to present, separately, an identity document, facial recognition, bank certificate (where the address does not appear) and electricity bill to prove my address.

By providing all these documents, they verified my account and I was able to continue withdrawing, but now that I want to close it, they don't seem to be enough and they ask me for a bank certificate that reflects IBAN, name and address all on the same document (and that document does not exist).

Thank you very much for your attention

Hola Veronika.

Gracias por la atención.

El banco me ha dicho que no existe ningún documento en el que aparezcan, a la vez, nombre, iban y dirección.

Se lo he dicho al casino pero llevo tres días sin recibir contestación ( antes las respuestas eran casi inmediatas)

Mi cuenta se había verificado hace unos días cuando tuve que presentar, por deparado, documento de identidad, reconocimiento facial, certificado bancario ( donde no aparace la dirección) y factura de electricidad para demostrar mi domicilio.

Al proporcionar todos estos documentos, dieron mi cuenta por verifada y pude continuar retirando pero, ahora que la quiero cerrar, no parecen suficientes y me piden un certificado bancario que refleje iban, nombre y dirección todo en el mismo documento ( y ese documento no existe)

muchas gracias por la atención

I update the case.

After several calls to my bank and exchanges of multiple emails, I have obtained a document that meets the casino's requirements (name, IBAN, address appear)

When I send it to them, they tell me that they have reviewed it and that they want another document that shows the name, IBAN, address, BIC code and date.

With this last certificate that I have sent, the casino has 3 bank certificates:

1- with ownership and IBAN

2- with ownership, IBAN and BIC

3- with ownership, IBAN, address and date (in this last one the BIC is missing but they have it in the other certificate, in addition to being public data that can be found on Google by typing "BBVA swift code")

It is clear that the casino does not want to pay me the balance in my account and is looking for excuses. They have all the data they require but in different certificates.

I would like to remind you that my account WAS ALREADY VERIFIED.

WHAT A CASINO SCAM

Actualizo el caso.

Después de varias llamadas a mi banco e intercambio de múltiples emails, he consiguido un documento que cumple con los requisitos del casino ( aparezca el nombre, el IBAN, el domicilio)

Al enviárselo, me dicen que lo han revisado y que quieren otro documento que muestre, nombre, IBAN, domicilio, código BIC y fecha.

Con este último certificado que he enviado, el casino tiene 3 certificados bancarios:

1- con titularidad e IBAN

2- con titularidad, IBAN y BIC

3- con titularidad, IBAN, domicilio y fecha ( en este último falta el BIC pero lo tienen en el otro certificado, además de ser un dato público que se puede encontrar en google tecleando "código swift BBVA")

Está claro que el casino no quiere pagarme el saldo de mi cuenta y está buscando excusas. Tienen todos los datos que exigen pero en certificados distintos.

Me gustaría recordar que mi cuenta YA ESTABA VERIFICADA.

MENUDA ESTAFA DE CASINO

Hello Veronika.

After exchanging several emails with the casino, they have come to their senses and have credited the balance in my account, so my complaint can be closed.

Thank you so much.

Hola Veronika.

Después de intercambiar varios correos con el casino, han entrado en razón y me han abonado el saldo de mi cuenta, por lo que se puede cerrar mi queja.

Muchas gracias.

Dear juliobit8,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika Fritz 

Casino.Guru