Fairspin Casino - Player claimed that his self-exclusion request was overlooked.

Casino que não respeitou o meu pedido de autoexclusao. Após te los informado do meu problema de adição ao jogo recusaram se a autoexcluir me após vários pedidos. Retém na minha conta um levantamento pendente já mais de 12 dias alegando problemas técnicos.

este casino não respeita a política de jogo responsável e retém o meu pedido de levantamento. Burlões

Dear Epedro46,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

I have checked the Responsible Gambling section on the website and this is what I found (here):

"EXCLUDE YOURSELF FROM GAMBLING

In the event of risky gaming behaviour, you can temporarily or permanently exclude yourself from participating in games of chance via our website. You can find this option under 'Limits'.

Pause

This option allows you to exclude yourself from our website for a limited time. You can choose a break from 1 day to 6 weeks. During this break you cannot log in to our website. Note: this also means that you can no longer access your account.

Self-exclusion

With this option you can exclude yourself for a longer period. You can choose a self-exclusion of at least 30 days. The maximum is 'forever'. During this self-exclusion you will not be able to log in to our website. Note: this also means that you can no longer access your account.

If you change your mind or want to change something during a break or self-exclusion, you should contact our customer service."

Is this klantenservice@fairplaycasino.nl the email address that you have sent your email to?

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,

Petronela

Additional comments from the player:

"Hello 

I asked the 28.10.2022 my self exclusion because I am addicted to game. They ignore me."

Could you please forward any supporting evidence at your earliest convenience? Thank you in advance.

Ja enviei comprovativo do meu pedido de autoexclusao no dia 28/10/2022. Esse foi o primeiro pedido que foi ignorado, sendo que depois desse já fiz vários outros.

Player's screenshot:

Thank you, Epedro46, for your email. I switched the complaint to the correct casino as it was filed under the wrong one. I have checked again the terms and conditions and this is what I found (here):

"COOLING DOWN

If You want to take a break from gambling, We offer the option of suspending Your Member Account for the time You need, giving You some time to cool off and reflect on Your gambling situation. This can be actioned by contact Our customer support via email at support@fairspin.io. The time periods that We offer are 24 hours, 7 days, 1 month, 6 months, 1 year or for an indefinite period of time. Should You wish to close Your Member Account for another time period You can always contact our customer support who will be happy to help you with this request."

I can see from the forwarded screenshot that you sent your request to the correct email address and mentioned gambling problem as well. One last thing please, before we'll contact the casino directly, could you forward a screenshot of your cashier history too? Thank you.

Vou enviar histórico da conversação.

pedi autoexclusao para sempre, definitiva.

Could you please forward a screenshot of your cashier (deposits and withdrawals) history? Thank you.

Acabei de enviar todos os prints para Petronela. São apenas depósitos, estou desde dia 28/10 a pedir um único saque e ainda não consegui concretiza-lo.

Thank you very much, Epedro46, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Epedro46,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Fairspin Casino to the conversation to participate in the resolution of this complaint.

Thanks a lot!

Fairspin was negligent, I spend a lot of money that I could not spend and I ask them a lot of times to block permantly my acount. It was convinient for them put a withdraw waiting and keep receiving my daily deposits.

Hi!

On our website we take every gambling addiction claim extremely seriously and always make sure to treat people with utmost respect and understanding.

In this particular case we followed our rules, and after we received a self-exclusion request, it was immediately implemented. However , in a following letter the player denied that she made such request and insisted on us speeding up her withdrawal process instead, claiming that she will not self-exclude until she receives her withdrawal.

In the following letters sent to us by a player, a self-exclusion was requested once again, which we have provided her with and offered to choose a self-exclusion period while also warning the player, that confirmation of self-exclusion is obligatory and without such confirmation permanent self-exclusion is impossible.

However, we did not receive such confirmation which in turn made to follow our own guidelines and unblock player’s account while we continued working on processing player’s withdrawal which took longer, then initially expected due to technical difficulties we encountered along the way,

Fairspin has all the screenshots and evidence in it’s possession and we’re glad to provide you with it at short notice

Respectfully,

Fairspin

Informo que não só nunca estive autoexcluida, como a minha conta não foi bloqueada em momento algum, e apenas fui forçada pelo casino a manter a conta porque a informação que recebi foi que não me poderia autoexcluir até concluir um levantamento que propositadamente ficou pendente mais de 15 dias.

já forneci ao guru todas as provas da veracidade do que afirmo.

HI all,

Thank you for your replies.

Dear Fairspin Casino team,

Please send all relevant evidence to my email address (peter.m@casino.guru).

Dear Peter,

Relevant information was included in an email that we sent you.

Regards,

Fairspin Support Team

Thank you Fairspin Casino Team for the email.

Let's just sum up here what we know so far:

1. On 28.10.2022 Epedro46 asked for a self-exclusion
2. The casino initiated a 24-hrs self-exclusion and asked Epedro46 to contact the casino's support the next day and confirm the self-exclusion and give reason for it
3. Epedro46 denied the self-exclusion and asked for withdrawals, the self-exclusion should be applied after processing the withdrawals

Now, my questions here are:

When were the withdrawals processed, how much was it and when was the permanent self-exclusion applied?

Secondly, the disputed amount of 8100 USDT is the amount of the pending withdrawals or the amount of the deposits made after the first attempt to self-exclusion?

Em 28.10.2022 Epedro46 pediu autoexclusão

O casino NAO iniciou uma auto-exclusão de 24 horas, comprova esse facto a minha atividade no casino nessas próprias 24h.

o casino solicitou ao Epedro46 que contactasse o suporte do casino no dia seguinte e confirmasse a auto-exclusão e justificasse a mesma, no entanto acrescentou que não me poderia autoexcluir enquanto tivesse saque de 8100 dólares pendente!!!

Epedro46 NAO negou a autoexclusão e pediu apenas para lhe restringirem a atividade de jogo até concluir o levantamento, ato que me foi negado. a autoexclusão só foi aplicada depois de ter iniciado várias queixas on-line, inclusivamente no casino guru.

a conta foi bloqueada após me terem confirmado o processamento do levantamento de 8100 dólares, sendo que até à data de hoje ainda não recebi o dinheiro.

8100 foi o saque que solicitei a 27.10.2021, um ganho resultado de vários depósitos. Os meus depósitos são superiores a 5500 dólares. Quase todos os depósitos foram feitos após ter pedido autoexclusao e a mesma me ser negada até concluir saque.

Do I understand correctly that you already received the 8100 USDT? Did you make the 5500 USDT deposits after 28.10.2022? Did you at some point ask for a self-exclusion and confirmed it the next day as instructed?

Bom dia.

ainda não recebi o levantamento de 8100 dólares até ao momento!

confirmo que efectuei depósitos superiores a 5500 dólares após 28.10.2022!

volto a repetir: após dia 28.10.2022 eu pedi / implorei pela minha autoexclusao todos os dias, sempre me foi respondido que a mesma só poderia ser efetuada após o levantamento de 8100 dólares ficar processado, nunca antes, sendo que esse levantamento levou mais de 14 dias a ser processado e ainda hoje NÃO recebi esse montante.

Hi Epedro46,

Could you please forward the self-exclusion requests mentioned above that you sent to the casino to my email address (peter.m@casino.guru)?

Enviado por e-mail

Hi Epedro46,

You stated the following: "after the 28.10.2022 I asked / begged for my self-exclusion every day,"

Do you have any proof of this?

Dear Epedro46,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Já vos tinha respondido por Mail e enviado todas as provas escritas que tenho

Dear Epedro46,

Unfortunately, I haven't received any evidence supporting your statement "after the 28.10.2022 I asked / begged for my self-exclusion every day," If you didn't follow all the steps as instructed, I'm afraid you have no claim for the refund.

Dear Fairspin Casino Team,

What is the status of Epedro46's withdrawal? Is it still pending?

Thank you for request.

According to current information the account of user  Epe*****@gmail.com was blocked permanently without the right to restore access immediatelly after successful withdrawal of 8346.97 USDT 15/11/2022.

All information had been sent to user's email.

Also we would like to clarify that the deposit amount was 5187.40 USD, the withdrawal amount was 8346.97 USDT.

We are ready to provide any information you need.

Best regards,

Fairspin Support Team

Thank you Fairspin Casino Team for the update.

Dear Epedro46,

Since you received your withdrawal and never provided the requested evidence, I'm afraid your complaint will be rejected. If you disagree with our decision, please turn to the Gaming Authority (https://verification.curacao-egaming.com/validateview.aspx?domain=fairspin.io&_ga=2.94928604.1199837775.1670482521-1521212620.1670482521) and submit a complaint to them. I wish I could be of more help.

Best regards,

Peter