Fairspin Casino - Player has been accused of creating multiple accounts.

Hello!

I'm totally distraught and honestly don't know what's right or wrong anymore?

I played at fairspin, all documents were verified and completed.

I should mention that I'm not very savvy when it comes to computers and technology🙂

I found the website, registered, and have been playing off and on.

So I won some money yesterday and made a withdrawal. I encountered a few problems but they were very helpful.

Suddenly, I got an email today saying that my account has been blocked?

I emailed them immediately, asking why?

They responded by saying that it's because I have 2 accounts. I had no idea about this.

On other gaming websites, I'm immediately notified that the email address already exists and that I should log in instead of registering a new account.

That didn't happen here. I didn't think I had an account with them so I registered a new one using the exact same email address and password.

Don't they have an obligation to say something when I'm constantly depositing money? As soon as I win, everything gets blocked and they keep the money.

Is it worth pursuing?

Dear Taina6,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Is there any possibility that someone from your household or using the IP address has also created an account at this casino?

Have you accumulated your winnings with or without an active bonus?

Could you please clarify the dispute value ($20,000)? Is this the amount of winnings that has been confiscated due to this issue?

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

Best regards,

Kristina

Hello again!

There is absolutely no possibility that anyone else in the household has opened an account. The likely thing is, as I wrote earlier, that I didn't think I had it and registered believing it was correct. I don't understand how they could let that happen when apparently there was an account registered with that email address and password? In other words, should the system have said that there is already a user with that email address?

I have collected the winnings without any bonus.

They have confiscated the entire value of the winnings.

In addition, they are not two different accounts but identical with the same email address and password.

Thank you very much for your reply, Taina6. 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.

Hello again

I forward the communication to Kristina's email.

Thanks for feedback

In addition, fairspin replies that each player has a unique email address and phone number.

Fair!

But now it is the case that these two accounts have the same email address and phone number registered.

Hi Kristina

Have you forgotten me?

Just want to know if you received my emails?

Etc. Taina

Thank you very much, Taina6, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello Branislav!

If you need additional information, please get in touch 🙂

Didn't understand that there were 2 accounts but that the login was to the same account?

Because the email address and password are the same.

Have emailed fairspin to try to have a communication but they don't even bother to reply!?

Hello, Taina6,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Fairspin Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Fairspin Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and/or withdraw the winnings?

If we are talking about a breach of the casino's Terms and Conditions and her winnings were confiscated, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Thanks!

I sincerely hope that this can be resolved and that Fairspin takes its responsibility to be helpful and resolve this!

Hello!

We really appreciate the invitation and will be glad to take part in this complaint. 

This situation is not that complicated.

As any platform "Fairspin" has clear "Terms and Conditions" with which every new member agrees upon the registration.

Actions of the former member of the gaming platform violate the points of the "Terms and Conditions" and with that fact we must take actions. 

According to the violations that take place we have no other option than to block all accounts of the former member of the gaming platform and there is no possibility to restore it. 

Our Team has sent additional details to the email of the Complaint Specialist. 

We always care about only the best experience for every member of the Fairspin but that is possible only with following of the "Terms and Conditions". 

Respectfully,

Fairspin! 

Now wasn't that the right answer to my question?

How can you even create 2 accounts with the same email address and password?

Thought the login was for a single account?

You are quick to answer with what rules and laws apply after you have won, but nothing when you deposit and play all the time?

I didn't even realize that there were 2 different accounts. I don't have that technical knowledge. You who are still supposed to be a serious casino could have informed about this.

You write yourself that each player has a unique game account with their own unique email address? I have!

Exactly the same email address?

Your system should have asked me to log in to the account I apparently had and not allowed to register again with the same details. Therefore, of course I thought it was an identical account.

Now don't answer with lots of laws and terms!

If I had wanted to deceive you, I wouldn't have created a new account with the exact same email address and password, right?

Dear Taina6,

We want to pay your attention to the fact that one unique email and phone number can be used to register only one active account. 

That mechanic work on the gaming platform to prevent situation of Multi Account on the basic level. 

But Multi Account includes other aspects too.

Fact is fact now - that violation has been detected and according to this gaming platform must take action. 

We always follow all of "Terms and Conditions" that are set and with which you also agree upon the registration.

Respectfully,

Fairspin! 

Hello again

So how is it possible that I, as a 55-year-old woman with no knowledge whatsoever, have 2 active accounts?

You write that you can only register an active account?

I think that if you are a serious casino, you will look into this matter and pay out my winnings.

I have not actively created two accounts and tried to scam you. Bonuses not used.

Then that you also discover this in time for me to withdraw the profit?

If safety is as important as you say, we could have easily fixed the problem. Have deposited money on several occasions but not used bonuses in any way.

I sincerely hope for your understanding and that you try to help me and not just look at laws and terms.

When would these accounts have been opened and why was it possible to open another one when I obviously already had one with that email address?

If I've understood correctly, you can't even do that?

At other casinos they immediately say that I already have an account with that address.

Why didn't you do it??

Can we try to solve this?

Greetings all,

Dear Taina6,

There is still ongoing communication between me and the casino representative outside the thread, and I am waiting for additional details.

In the meantime, can you please provide me with information on what type of games you played the most at the casino and what types of games you got the most of the disputed winnings from?

Dear Fairspin Casino Team,

Can you please look at my last email and provide me with the requested information and evidence?

Hello again

I pretty much only played at the casino a game called Sakura and that's also where I won the money.

Played a bit on VIP, but not much.

No bonus games.

Thank you very much for your quick response, Taina6.

Let's wait for additional evidence from the casino.

Thank you for your patience and understanding.

Hello!

We really appreciate attention to the details of this situation.

Our Team has sent an important update about this case to the email of the Complaint Specialist of the CasinoGuru. 

We really care about that situation and want to make it clear.

Respectfully,

Fairspin! 

What does it mean?

Dear Taina6,

Can you confirm that you submitted a complaint to the regulator?

It means that if you confirmed that the matter was forwarded to the regulator and we talked about a different regulator or ADR, not a Curacao one, the case would be immediately closed as unresolved with the note that we are waiting for the regulator's decision (without penalization to the casino's rating).

However, in this particular case, we definitely will need the requested details and evidence from the casino to investigate the situation on our side and make a clear outcome.

Dear Fairspin Casino Team,

Could you please look at my last email regarding the case sent a while ago and provide me with all the necessary information?

Hello

Yes it is true.

the strange thing is that the casino writes that it is different people who have created these 2 accounts?

I'm only 1 person and apparently I'm the one who created these 2 accounts. But with exactly the same email and password

Hello! 

At this moment our Team continues to work with that situation to make it clear and to prove that all processes stay in frames of the "Terms and Conditions" of the gaming platform.

We really appreciate understanding of Taina6 and Complaint Specialist. 

Dear Branislav, 

Our Team will finish response soon and we will send it to you. 

Respectfully,

Fairspin! 

Dear Fairspin Casino Team,

Thank you for your email and the update.

Feel free to inform us once you have any news. Alternatively, share the necessary details/evidence with me via email (branislav.b@casino.guru).

There has not been any progress from the moment I invited the casino to this thread. It has been more than 3 weeks. Therefore, we will do it as follows - now I will set the timer and will wait for relevant information and details regarding the matter. If no one from the casino contacts me or nothing is provided until the current timer expires, the timer will be automatically extended once again and the system will add automatic response here in my name. If this occurs, take the wording of the automatically added response as irrelevant, it is adjusted to cases where it should end with penalization.

Please note if the casino does not provide the necessary evidence supporting its claims within 14 days from now, the complaint will be closed as unresolved. However, although it would be closed as unresolved in that case, it would be closed without penalization since the case is already being handled by the regulator, and before closing the case with a clear outcome on our side, we will need the regulator's final decision and details.

Dear Branislav,

We really appreciate your attention to this complaint and all points that you have mentioned.

Our Team sends you a letter with additional details that will make specific moments of this complaint clearer.

Correct work with every situation is our main priority and we are always responsible for situations that can take place.

Respectfully,

Fairspin!

What do they mean by being responsible for situations that may arise?

they obviously do everything to their own advantage to avoid paying out my winnings!

no contradictions as long as you deposit money and lose

Alright, Fairspin Casino Team. I am waiting for your answer to my last email regarding the matter.

Dear Taina6,

I went through the whole case and the provided emails from you in detail again, and I could not find anything that could indicate that the casino informed you about a duplicate account with the same email address. However, after a simple explanation from the casino, I have a few more questions.

Is it possible that the documents you used for verification in this disputed account were used in another account in Fairspin Casino in the past? If yes, can you please explain what was the purpose of signing in with a new casino account? Is it possible that you forgot about another account that you previously created in this casino?

What games did you play most in the casino? From what type of games were the disputed winnings accumulated?

Hello again

I have no idea why I would have created a new account?

The only explanation I have is that I thought I didn't have it and therefore created another one?

there you think you should have received a notice such as: there is already a user with this email?

normally you can't even create something new when you already have an existing one?

I haven't played at that casino for so long and I haven't even played that many different games, mostly gondolas megaways and sakura.

I actually have no explanation as to why this has happened. They could have informed about the duplicate account, then I would have contacted fair spin and we would have been able to solve it at once.

Yes, that is correct. You should not have been allowed to create a new account with the same email.

But, again - I could not find the information about such a fact anywhere.

Can you please send me a screenshot of the communication between you and the casino where they informed you that the same email address was used for your new account?

There could have been several reasons why, however, if you created another account with a different email, the casino was able to identify a duplicate account only during the verification or additional inspection of your account. The casino cannot identify it earlier if you, for example, used a different email and phone number.

Hello again

I don't have any communication to send, but they just mentioned that it was a duplicate account, even though I kept claiming that it's the same email address and password?

They dismiss all my communications saying that it is illegal to have 2 accounts and that each account has ONE unique password and email address!

so far I agree.

but the fact remains, these accounts do not have different users, email addresses or passwords.

So of course I thought it was just one account.

I honestly don't understand why fair spin can take it upon themselves that they are actually the ones who broke?

I feel 100% that I have done nothing wrong!

They should be able to send all communications between us to you?

Dear Fairspin Casino Team,

Please, look at my last email and answer the given questions.

Dear Branislav,

We really appreciate your attention to this complaint and all points that you have mentioned.

Our Team responded to your last email.

Also we would like to set the point that we respect the preferences of the former member of the gaming platform to work with that situation in the way of contacting the regulator.

Complaint from the former member of the gaming platform successfully set. 

Process of work with a complaint from Taina6 to the regulator continues now.

Respectfully,

Fairspin! 

What does this mean?

Dear Taina6,

This means that the casino chose a different way to proceed in resolving the matter.

Unfortunately, since the complaint was already submitted to the regulator, the casino decided not to provide any further details until the regulator's final decision is made, and for now, we respect this procedure.

Therefore, as we cannot review the complaint sufficiently based on the above-stated, and it was already filed to the regulator, which should be able to help you, we are (temporarily) closing it as unresolved for now.

Once you have the final decision from the regulator, please, let us know about the outcome. We will then be able to reconsider the complaint on our side. The casino can provide us with an update and details too.

It is possible to inform us by reopening this complaint or by sending the necessary information and documents to my email address (branislav.b@casino.guru). In case we are not provided with the necessary details by any party involved in a reasonable time, the complaint will be reopened by casino.guru.

I sincerely believe your issue will be carefully reviewed and resolved.

Please note that in certain circumstances, the final decision made on the regulator's side does not mean that our final decision will be automatically the same. It will depend on the provided details/additional evidence.

Thank you very much for your patience and understanding.

Best regards,

Branislav, Casino.Guru

Greetings all,

Based on the information received from both the casino and the complainant, the complaint was reopened and it will be updated according to the regulator's final decision.

After gathering all the necessary information and additional details from the casino, we decided to reject this complaint and follow the regulator's decision.

Successful verification is a must to withdraw any funds from a casino account. Since the complainant failed to pass the KYC for several reasons, we concluded that the casino acted correctly and in accordance with its terms and conditions, which was confirmed by the regulator's final decision.

I am sorry we were not able to help you with this one, Taina6, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Fairspin Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru