Fairspin Casino - Player disputes tournament prize pool reduction.

!!!IMPORTANT NOTE!!!

i don't want to accuse Fairspin of "cheating" purposefully or whatever, it's rather the incompetence from the "tournament department". However every player who attends tournaments should know about my story that happend within last few days.

I was just feeling very confused and sad after this happend, especially that either support and my vip manager are not trying to understand me and the best response i got was that they will send my remark to relevant department who's responsible for tournaments.

Beginning and description of my story with Fruity Splash Tournament (April 13 – April 24):

I've participated in the tournament where you had to pay the entrance fee (mine was 10USDT) you can check the tournament under this url link https://fairspin.io/tournaments/1eef337d-7842-64aa-a26f-d29c192d5a52

I've been wagering quite a bit and successfully reached #2 place (25% of the prize pool) there, my reward prize in the tournament was 425 USDT so the prize pool used in order to calculate my reward was 1700USDT.

But now, where is the issue?

The tournament, for over ~82% of its period (April 13 - April 22) showed the reward prize pool of 5000USDT, after including the entry fees entrances that's 5000("guaranteed pool")+1700(entrance fees)= 6700 USDT prize pool.

After the prize pool information has changed at April 23th (2 days before tour ending) on the torunaments page - i've contacted the support and my VIP managed ASAP and this was their response:

entire conversation where im clearly informed that nothing has changed and the reward will be distributed as expected with entire pool of 6700USDT.

so what was the "issue" in my case?

in the tournament description you can see the part "Two groups of participants will compete for a share of the guaranteed $5,000 prize pool*".

According to my vip manager AFTER the tournament i was told that my vip level should be 1 lvl higher (soldier of fortune - actually barely half level higher because i am about to hit it soon) in order to receive the full reward. However i wasn't told about this before the tournament neither it was stated in the tournament terms.

This is why i am opening this discussion in order for everyone to know that sometimes, you won't receive your full reward if your Loyality (vip) level is not as high as NOWHERE described before (even if you're told that the sum of XXXX USDT will be divied between the leaders of the tournament - who i was).

• how the tournament looked April 13 - April 22(over 80% of the tournament period it has showed prize pool of 5000USDT):

• here how it looked like 2 days before the tournament was about to finish:

• how it looks like in the end(https://fairspin.io/tournaments/1eef337d-7842-64aa-a26f-d29c192d5a52):

if what i was told AFTER the tournament is right, then:

#1 player (45% of the pool) received reward of 3015USDT

#3 player (15% of the pool) received reward of 1015 USDT

and then, there's me with place of #2 (allegedly 25% of the pool) who received 425 USDT.

Summary, facts:

1. The showing of prize pool tournament changed from 5000 to 1700(2 days before tournament ended) - i am just stating a fact, was it a cosmetic change? Was it something else? Don't know.

2. In terms there’s nowhere information about necessity of "soldier of fortune" (vip lvl 3) in order to receive the full reward, instead of a much lower reward.

Dear shmotles,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Fairspin Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please send me the full Terms and Conditions of the tournament you participated in? I can see that next to the information about the $5000 prize pool there is a little asterisk*, but I cannot see any further explanation for it.

Could you please forward me any communication with customer support explaining to you why you received winnings of 425 USDT? Please forward me any other communication that could be relevant to the investigation as well. My email address is veronika.l@casino.guru.

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

Hey,

exactly as it is.

There's no terms nor description stating anything about different prizes for each player.

Full communication with customer support i've sent you via email.

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

Hello shmotles,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help.

We would like to invite Fairspin Casino to join the conversation.

Dear Fairspin Casino,

While it is understandable that the winning from this tournament can vary depending on the player's VIP level, however, can you please point out where this information is mentioned in the tournament T&Cs?

Hello!

We really appreciate the invitation to this complaint.

Our Team really cares about that situation. 

Subject of this complaint has a place to be.

It is true that rewards of event depend on the VIP level(status) on the gaming platform. 

shmotles receive the correct prize in this event due conditions of it and status of the participant.

But we agree that Terms and Conditions of this event were not fully correct. 

That is the first event of this type that we do on the Fairspin and we are really sorry about such inconveniences that take place. 

That situation is already in the processes of work of the relevant Department and we are sure that with future events there will be no place for such incorrections. 

We really care about the best experience for every member of the Fairspin and we have options for that situation. 

In that situation we are able to show our loyalty and we are sure that we can solve it.

At this moment we can offer shmotles to discuss that situation with a personal assistant for further resolving of this inconvenience.

The Fairspin Team is really sorry that such a situation takes place and becomes a reason for complaint and we really care to resolve it.

Respectfully,

Fairspin! 

Hey,

thank you for this answer!!!

i was really looking forward for it because for a second i really thought that maybe i am indeed delusional and that everything is as supposed to be…

Fairspin is currently rising on my eyes even bigger, i will indeed contact the personal assistance and see what my compensation will be.

I will update this thread once i know the compensation.

Thank you again

UPDATE

i got the answer from personal assistant and got compensated by the casino!!!!

In the end, as a sign of good will from Fairspin i've received the offering of 212,50USDT added to my balance which i've agreed on.

Which means the full reward prize i've received from the tournament is 637,50USDT.

In my opinion the Fairspin passed that test even though the fully disputed amount was 1250USDT (25% of the prize pool of 6700USDT after subtracting 425 i've already received) and i am glad that from now on further tournaments will be described as expected.

Thank you for your response, including clarification on the situation, Fairspin team. I appreciate your fair approach to finding a fair solution for both parties.

Dear shmotles,

I'm glad a suitable solution to the situation has been found. Although I understand the agreed-upon funds are still not the potential winnings you could have won, considering all the factors, it seems like a fair outcome. I believe the situation has been handled by the Fairspin Casino team in the right way. Can we consider your complaint resolved, or do you need assistance with anything else?

Yes, i consider it resolved, thanks.

Dear shmotles,

Thank you for the confirmation.

As the complainant confirmed, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru