Fair Crown Casino - Player's withdrawal has been unjustly reduced.

I made several real money deposits(no bonus/promo) to the casino. On last deposit, I spun my balance up to 600 NZD. At this point I converted 300 comppoints for 6 NZD (making my balance 606 NZD approximately.

I then played on, lost a little, making my balance 500 NZD in the end (100 less than when I exchanged the comp points).

I requested withdrawal. Withdrawal was cancelled and casino reduced my balance to 60 NZD. From 500 NZD.

I immediately contacted live support, and explained what had happened. After several live chat sessions and emails, the casino emailed me that what they had done is in line with casino rules (which of course it isnt). Nowhere in their rules it is stated that by accepting a promo (exchanging comppoints) one forefeits ones real money balance.

What they are essentially now claiming is that by exchanging these comp points, I forefeited my real money balance of 600 NZD, for a max withdrawal of 60 NZD. Even though I did not win on these 6 NZD from the comp points and lost 100 from my real money.

A pure scam without any doubt.

I ask for casino.gurus help to have casino re-instate my real money balance, or please act upon the casino to reflect their fraudulent nature.

Any documentation from my account, or communication with casino, can be provided.

Best regards

Kaffikopp

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

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

• Is your player's account accessible to you? Can you log in?
• Could you please share evidence of the incident to support your complaint?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hi Tomas, and thank you for assisting me in this case.

1. My account is open and accessible.

2. I can show with screenshots that my balance was reduced from 500 NZD to 60 NZD. The Softswiss software doesnt allow game history more than recent 50 spins, so I cant show evidence that I had 600 NZD real money when exchanging comp points.

However, the casino, as you will see from email communication, dont dispute the facts. It appears they are of the opinion that I by exchanging comp points for 6 NZD, forefeited my real money balance of 600 NZD, for a potential max win/withdrawal of 60 NZD.

They also, mistakenly, are of the opinion their terms support this.

3. I will immediately screenshot my email thread with them and send you.

Best regards

Kaffikopp

Dear Kaffikopp,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Kaffikopp,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Fair Crown Casino representative to join this conversation.

Dear Fair Crown Casino,

Could you please provide clarification regarding this case? Please also include supporting evidence.

Thank you in advance.

Player: Kurt Andre Skimmeland

Dear Casino Guru Team,

Thank you for forwarding this complaint and for your patience while we investigated.

Following an internal review, we confirmed that the deduction applied to the player's winnings was the result of a technical error: a partial deduction was intended, but due to a system malfunction the full amount was mistakenly deducted from the player's balance instead.

We take full responsibility for this error and have already taken the following corrective steps:

The full amount of 500 NZD has been credited back to the player's real balance, free of any wagering requirements.

An additional Loyalty Free Spins bonus has been credited to the player's account as compensation for the inconvenience caused.

The player is now free to play with these funds or submit a withdrawal request at his convenience.

We have already carried out internal work within the team to improve our procedures and ensure that similar errors do not recur in the future.

We kindly ask the player to log into his account to confirm that everything is now in order, and to let us know if there is anything else we can help him with.

Thank you for your assistance in facilitating a fair resolution.

Best regards,

Faircrown Support Team

Faircrown has resolved the issue

Thanks to Mirka, casino.guru and faircrown❤️

Dear Kaffikopp,

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,

Mirka Dubasova

Casino.Guru