Fairspin Casino - Player’s account has been blocked.

They blocked my account and my money. Support said that i abused some sort of bug. But i just played ordinary games and win. I also played with bonus money but i lost them. So i won my money with real money with ordinary slots.

Dear Maxnik,

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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (slots only)?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

14 Dec - I registered account

14 Dec - I passed verification succesfully

16 Dec - I made deposits and started to play slots, then i won, so i had like 1000$ more than i deposited, so i decided to withdraw my money, and i made withdrawal request.

23 Dec - I got message on my email, that my account was blocked.

I don't actually remember all slots i played, but i remember the slot where i won the biggest amont (around 2000$). It was Razor Shark (Push Gaming), i even made photo of my winning.

I also had bonuses, but i lost and canceled it and got nothing from bonuses.

They claim that they are transparent and that everything is recorded to blockchain and etc. So if it is, let's look at all my bets.

Thank you very much.

Thank you very much, Maxnik, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.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.  

Hello Maxnik,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Fairspin Casino to join the conversation and participate in the resolution of this complaint.

Dear Fairspin Casino,

Can you please clarify the reason for the player's account having been blocked?

Kind regards,

Adam

Dear participants of the Complaint!

We kindly ask you to pay attention to the following point of Terms and Conditions (quote):

5.8. Before any withdrawals are processed, Your behavior on the Website/usage of the Games may be reviewed for any irregular use of any vulnerabilities. Should the Fairspin deem that irregular have occurred or a vulnerability was used, the Fairspin reserves the right to withhold any withdrawals and/or confiscate all winnings and bonuses and to block Your account.

During analysis of players activity our Team have discovered a particular pattern of actions with certain Playson slots. The algorithm of these actions allowed players to significantly increase a chance to receive a big win almost from each real money bet using a technical vulnerability.

The group of players who used this technical vulnerability was indicated and the Rule mentioned in the beginning of our message has been applied to them. As we can see, the most part of gaming statistic of the Player was exactly in Playson slots that contained above mentioned tech vulnerability as well as appropriate patterns of actions.

Based on this, we can conclude that Player who created this complaint is very likely to be the member of the group of players who used the technical vulnerability, that is why we have made an appropriate actions based on Rule 5.8.

Best regards,

Fairspin Team

Hello, dear participants of the Complaint!

Casino guru let me take apart all arguments they provided us with.

Fairspin:

-The algorithm of these actions allowed players to significantly increase a chance to receive a big win almost from each real money bet using a technical vulnerability.

-The group of players who used this technical vulnerability was indicated and the Rule mentioned in the beginning of our message has been applied to them. As we can see, the most part of gaming statistic of the Player was exactly in Playson slots that contained above mentioned tech vulnerability as well as appropriate patterns of actions.

My response to all of this:

• So Fairspin insist that i used some technical vulnerability to got my winning. I wrote where i won my money. So Casino Guru ask them my real balance bet history to ensure, that i was just lucky to get my winnings. If i am not mistaken, i have not made any real balance bet in Playson slots.
• In Playson slots i played only using my bonus money. And there is nothing unusual because they have separate section with slots for bonus money play, and surprisingly they have only Playson slots in this section.
• More over, none of my bonuses was wagered. All of them was canceled, since i lost them.
• And the last one, they accuse me of expoliting vulnerabilities of Playson slots. However, i won my money ( not in Playson slots), then made a withdrawal request. And only then started to play with my bonus money in Playson slots ( and as i previously said lost all my bonus money). So how it can be (according to Fairspin Casino), that i got my winnings from Playson vulnerabilities? If first i got all my winings using my real balance (and made withdrawal request), and only then i played Playson slots ( and won nothing with bonus money).

Hello all,

Thank you for your responses.

Dear Fairspin Casino,

Please send relevant betting/game history as supporting evidence of the claims against the player to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

Hello dear Participants,

Thank you for given responses!

Dear Adam,

as you asked, we have sent you the letter with detailed description of the mentioned bug and some additional information about gaming activity. We kindly ask you to take a look.

Kind regards,

Fairspin Team

Hello Fairspin Casino,

I have reviewed the information provided and responded via e-mail.

Kind regards,

Adam

Hello Adam,

When will i get final decision?

Hello Maxnik,

I am still investigating the case, and I have asked the casino for some more information. Unfortunately, it is hard to say exactly when I will be able to conclude the case, but as soon as I have all of the relevant information I will post an update here accordingly.

Kind regards,

Adam

Hello dear Participants!

Dear Adam,

We have provided you with an additional information you have asked for. Hopefully it will help to make appropriate conclusions

Kind regards,

Fairspin Team

Hello all,

I have again asked the casino to clarify some further details and provide more information.

The timer has been extended accordingly.

Kind regards,

Adam

Dear, All

We have provided Casino Guru representative with additional information regarding this topic and are currently in close communication with them in order to find a solution to this complaint as soon as possible. 

Respectfully,

Fairspin

Hello FairSpin Casino,

Please note I have replied to you via e-mail regarding further evidence.

I will extend the timer while we await your response.

Kind regards,

Adam

Hi!

Apologies for the delay

Unfortunately, some time was required for us to collect all the necessary data. Now that we have received it, please expect us to reach out to you soon and present you with all the details that you have requested.

Respectfully,

Fairspin

Thank you for the update FairSpin Casino,

We will await additional information from you.

Kind regards,

Adam

Hello!

We have provided you with requested additional details by email few days ago. Please take a look and check this information.

Best regards,

Fairspin Team

Hello Fairspin Team,

The information has been received and is still being reviewed.

I will post an update here accordingly.

Kind regards,

Adam

Hello FairSpin Casino,

The evidence provided is still being reviewed internally as mentioned. In the meantime, can I ask you to clarify at which point the player requested their withdrawal? Was it before they started to play with the bonus as they have stated?

Kind regards,

Adam

Hello Adam,

Withdrawal was requested just before the start of playing for bonus balance. We would kindly provide you with appropriate details / materials regarding players actions if it is required.

Best regards,

Fairspin Team

Dear FairSpin Casino,

Please see my response via email.

Kind regards,

Adam

Hello!

We have provided you additional details by email recently. Please take a look and check this information.

Best regards,

Fairspin Team

Dear FairSpin Casino,

We have discussed this case once more and our conclusion is that while we agree that the player's account should be closed for the abuse of the bonus shown in the evidence provided, the winnings gained legitimately and requested for withdrawal before this happened should be paid to the player.

Had the winnings been accumulated after/due to the use of the bonus, then yes they should be confiscated, but as they were not, we do not consider it fair to do so in this case.

Kind regards,

Adam

Hello dear participants!

Dear Adam

We have learned your conclusion and understand it. We had discussed certain important details about this case in personal messages and, as you have made the decision, we consider it you have no more questions  regarding it. So we 'd like to clarify the following: have you taken into account all provided details making the decision? In particular, multiple coincidence of actions with few other players and the financial losses from those actions and use of the bug?

Kind regards

Fairspin Team

Hello FairSpin Casino,

We find it unfair for the player's entire balance (earned legitimately, unrelated to the bonus) to be confiscated for the breach of the bonus terms mentioned.

It is acceptable for any winnings related to the bonus to be confiscated if bonus terms and conditions are breached, but not the legitimate winnings earned previous to the player's actions when using the bonus.

All of the information has been reviewed regarding this case, and we believe that the account should be closed for the bonus abuse mentioned, but the legitimately earned winnings should still be paid.

Kind regards,

Adam

Dear Adam, Player,

According to the available information from our technical department - the players real funds were used to breach the terms and conditions as well.

As the breach in questions involves alternation between real and bonus balance, it is not possible to withdraw.

If you have any additional questions regarding this case - please feel free to ask.

Regards,

Fairspin Support Team

Adam as you have all data and proofs you know that all my winnings are legitimate. And I think your decision is final.

Hello Fairspin Casino,

In your previous response you stated :

"Withdrawal was requested just before the start of playing for bonus balance."

Therefore, I do not understand how real money could have been used to breach the terms. As I understood the situation from the information provided by you, the player accumulated their winnings with real funds, requested the withdrawal, and then started to play only with the bonus, which they ended up losing. Are you now saying this is not correct?

Kind regards,

Adam

Dear Adam,

According to the information from our technical department, the player have used both of his balances to breach the T&C of our platform.

The technical vulnerability of the particular game provider allowed the player to acquire the bonuses via bonus balance and convert it to real balance which he then proceeded to request a withdraw with.

We do hope that this explanation covers all your interest regarding this case.

Regards,

Fairspin Support Team

Fairspin Casino,

You are a liars. I played games, where bonus balance is unavailable. So I won with my real money. Adam you already have all proofs, and they want to deceive you.

On their platform you first spend you real money, but they say that I converted bonus money into real, but you can’t play on bonus money if you have still real balance.

Dear Fairspin Casino,

The explanation provided in your last post seems to contradict your explanations provided previously, both in this thread and by e-mail. You are now stating:

"The technical vulnerability of the particular game provider allowed the player to acquire the bonuses via bonus balance and convert it to real balance which he then proceeded to request a withdraw with."

But you stated previously:

"Withdrawal was requested just before the start of playing for bonus balance."

You are also now stating:

"the player have used both of his balances to breach the T&C of our platform."

But have previously stated:

"User indeed have placed bets in Playson slots using bonus balance only."

Please forgive my ignorance, but can you provide a full summary of the situation?

Kind regards,

Adam

Hello dear participants!

As we discussed previously, fact of using the technical vulnerability as well as connection to the other players who profited with it was obvious. We can not ignore financial losses caused by that vulnerability, we have told about that in one of previous messages.

Agreeing with your decision, we consider it fair to pay the amount of win that was received before playing for bonus balance. The rest of the amount will be withheld. We will connect with the player regarding the payment details we can use to implement the payment.

Kind regards, Fairspin Team

Thank you for your response and for your understanding, Fairspin Casino.

Dear Maxnik,

Please let us know once the casino has reached out to you and the payment is underway.

Kind regards,

Adam

Hi Adam.

Indeed casino contacted me. And already payed out part of my winning ( 1800 of 3100 usdt). Still waiting for the other part.

Dear Adam, Dear Maxnik

Amount of the win was payed just as it was stated in our previous message. The rest of the amount was withheld. Actually, it is even more than the amount of  total wins, however this win was received before using bonus balance and it took some time for this case to resolve so we  paid out the first winning amount, not taking into account the amount of subsequent unsuccessful bets on the real balance.

Decision was implemented in accordance to discussion above. Payment received by a Player.

Kind regards, Fairspin Team

I made withdrawal request of all amount before using any bonus. You confirmed that in previous messages. So I am waiting for 1300 usdt.

Dear Maxnik,

Can you please confirm that the amount you have received is the amount you have accumulated before playing with the bonus?

Kind regards,

Adam

Dear Fairspin Casino,

According to the player, they have accumulated 3100usdt before using the bonus. Can you please confirm the amount and if possible provide proof of the player's balance before the bonus was used?

Kind regards,

Adam

Dear Adam,

We have provided you with details about real balance changes before using bonus by email.

Kind regards,

Fairspin Team

Hello Adam.

It is technically impossible that I mixed real and bonus money. I deposited real money. I played them in slots, where only real money are available. So when I had around 3100 on my balance. I made withdrawal request. And that money was deducted from my balance. So then I started playing with bonus in Playson slots and lost them all. That’s all.

Thank you for understanding

Dear Fairspin Team,

I am confused by your explanation. The player stated that they had a balance of approximately 3100 USDT before starting to use the bonus. The information you have sent seems to support this and shows the player's balance was in fact 3070.40 USDT before playing on Playson Games, which if I am not mistaken is when they started using the bonus.

Can you please clarify why the player has not received that amount?

Kind regards,

Adam

Dear Adam,

As mentioned earlier, the Player participated in a conspiracy, participated in a grouping that uses a certain strategy, where it is obviously impossible to lose. As noted in the discussion above, a group of individuals used a certain sequence of actions in the same game, which is a Violation of our platform. Referring to the rule of our site, which is: 12.20. Fairspin reserves the right to cancel rating points and/or payments if a player has violated the rules, as well as in the case of collusion of players.

This means that in this case there was a collusion between various players and according to our rules - we have every right not to refund the winnings but since we care about customers, we decided to pay the amount that was won outside of collusive activity.

Please pay attention that amount of the win was paid out to the Player. From our side, everything was carried out according to the rules, and even more, further reimbursement of any funds is impossible.

Kind regards,

Fairspin Team

Dear Fairspin Casino,

Am I incorrect in stating that the collusive activity in question was using Playson games only? Because if that is the case, as it seems to be from everything provided so far, our conclusion remains the same, and the player should be paid the balance accumulated previous to playing these games.

Kind regards,

Adam

Dear Adam,

Regardless of which provider's games was activity, the betting strategy allowing to exploit the bug is clearly established.

I also ask you to note that referring to the rule that sounds like: 12.18. The refund policy of Fairspin is to not affect any refunds. However, it remains at management’s discretion to determine whether a refund request for a deposit made should be entertained. That is, by paying the balance to a user who knowingly participated in a conspiracy to make money on our site.

In this case, confirming this withdrawal may be considered as taking the side of users who violate the rules of our platform and support of collusion between players.

Also, this situation has nothing to do with the game provider, since we provide their services.

Kind regards,

FairSpin Team

Dear FairSpin Team,

It is my understanding that the amount of 3070 USDT was accumulated before the beginning of any collusive activity, and this seems to be supported by the evidence you have provided.

You initially stated that the collusive activity was regarding the use of Playson games, and you have also stated that these games were only played with bonus money.

As per our original recommendation, the player should be paid all real money funds accumulated before the use of the bonus and subsequent breaches of the terms.

Kind regards,

Adam

Dear Adam,

Betting strategy aimed to abuse technical vulnerability was indeed shown in Playson. However, there are certain actions needed for receiving proper amount of bonus balance to implement this betting strategy, so we tend to consider it as collusive activity on a gaming platform generally but not just bets in Playson.

You have seen details about activity in materials we have provided you in correspondence before. Based on players' activity on site and taking into account financial losses caused by collusive activity, we believe it's inappropriate to support fraudulent collusive activity and insisting on withdrawal of the mentioned amount.

Our actions and decisions were based on terms and conditions noted in previous messages, it is also in public access on our site. We pay much respect to your decision regarding the fair win so we accommodated the Player and paid out the win amount which already was confirmed by Player previously.

Kind regards,

Fairspin Team

"However, there are certain actions needed for receiving proper amount of bonus balance to implement this betting strategy"

To receive bonus only deposit is required.

"collusive activity on a gaming platform generally"

I played slots. So you can blame anybody in collusive activity for just playing well-known slots. Let’s look definítion in Wikipedia.

"Collusion is a deceitful agreement or secret cooperation"

So explain me how playing slots (not even live games or sport bets) can be agreement or cooperation. When playing slots you interact only with slot from provider.

Dear Fairspin casino,

I appreciate your point of view, but our decision in this case remains the same - all winnings accumulated without the use of the bonus, preceding the activity mentioned should be paid to the player. We do not consider it fair to confiscate money that is not a product of the aforementioned activity.

I kindly ask that reconsider your position on this matter.

Kind regards,

Adam

Hello Dear Adam!

In the process of making a decision on this situation we were guided by Terms and Conditions which also each player accepts while signing up. 

Please mention, we analyse user's activity on site in general, not only a session in a certain slot. 

It's quite obvious that "collusive activity" related not the bets in slots itself but also certain betting strategy that was detected to be used by a group of players in the same time period and in similar games, as well as other details that were shown to you in personal messages before.

Kind regards, 

Fairspin Team

Dear Adam, as you see they refuse to pay out my winnings, what should we do next?

Dear Maxnik,

As mentioned, we believe you should receive all winnings that have been earned before the use of the bonus, not just some of them, but it seems that we will not be able to reach a mutual agreement with the casino regarding this case. Therefore, I will mark the complaint "unresolved" in our system.

I understand this isn't a satisfactory solution to your issue. However, the decrease in ratings caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend you contact Curacao e-Gaming (https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint) and submit a complaint to them. Please let me know how they responded (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Kind regards,

Adam

This complaint was reopened at the request of the casino.

Dear Maxnik,

It has come to our attention that the complaint was escalated to the regulator and that they decided in favor of the casino in this case. The casino has therefore requested that we assess this complaint once more.

After reviewing evidence provided by the casino regarding your involvement in collusive activities, it has been decided that there is a reasonable amount of proof to support the claims of the casino, and as the casino has acted in accordance with its terms and conditions regarding this, this complaint will now be rejected.

Kind regards,

Adam