Fairspin Casino - Player's account has been blocked.

I have been playing at this casino since around May 5th. In the period from May 20 to May 27, I lost a large amount of money, about 10,000 US dollars, after which I won back and put money on withdrawal. The casino did not withdraw funds for a long time, about 2 weeks, today suddenly announced the blocking of my account for some violations. All funds have been seized. The casino refused to return the balance. I've suffered significant damage. Losing at this casino is not a violation - you can play as you wish. Win - it turns out I played somehow wrong. If the casino accepts losing bets with a certain style of play, the casino is also obligated to pay out the winnings. Otherwise, it smacks of fraud. I demand a full refund of the casino balance of 13,700 US dollars!

Dear SergeySm,

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. Have you received any explanation from the casino regarding the blocked account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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

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, I sent last casino answer stating my account blocked to your email along with a last online chat screenshot stating the same. Winnings was accumulated by the live game play. I got some not substantial amount from promo and cashback. 500 usd in total I think. Not comparable to my deposit amount and amount seized. Bonus never used for betting.

Hello!

The Gaming Platform team would like to take part in this complaint and specify points of this situation. 

To be straight to the point of the subject of this complaint. 

Mentioned "long time" of the withdrawal is not the correct term.

Last withdrawal request of this former member of the gaming platform was created.

Time that transaction takes is required due to the security  check by the Security Department of the gaming platform.

We received the result of the security check in a short period of time but specific activity has been detected.

According to the fact of the specific activity - gaming platform has made request to the gaming provider for more details. 

Results of the investigation that has been completed with the gaming provider confirm activity that violates "Terms and Conditions" of the gaming platform. 

Transaction has been canceled on the 8 day of the process of it(technically the period that transaction takes stays in the normal period of time that is set by "Terms and Conditions" of the gaming platform).

We would like to remind anyone that a security check is a standard procedure that can be used with transactions for correct completion of transactions. 

Account of this former member of the gaming platform has been blocked due to the result of the security check that has been confirmed by the gaming provider. 

Account has been blocked not due "some violation" but for violation of the specific "Terms and Conditions" of the gaming platform with which that former member agreed upon the registration. 

All points of the "Terms and Conditions" that have been violated are provided in the notification letter about blocking of the account. 

Actions that gaming platform "Fairspin" has taken going only with "Terms and Conditions". 

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

Respectfully,

Fairspin! 

Thank you very much, SergeySm, 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, SergeySm,

I am sorry to hear about your unpleasant experience. From now on, I will assist you with the matter. Let's ask Fairspin Casino's representative for details.

Dear Fairspin Casino team,

Are you please able to substantiate the above-stated 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.

Hello!

The Gaming platform team is always ready to cooperate! 

We have sent you a letter with additional information about this situation to email that you have mentioned. 

In case you require any other specification or details - contact us and we will be ready for further cooperation!

Respectfully,

Fairspin! 

Dear SergeySm,

I replied to the email received from the casino. Currently, I am waiting for additional details.

In the meantime, could you please provide me with the following information:

• What exact game(s) did you play and from which game provider?
• From what game or type of games did you gain the most of your winnings?

Looking forward to hearing from you.

For cash games I played blackjack with a live dealer by Evolution. I would not say that I got any significant result in this casino. Thus the last but one playing day overall total result in this casino was only +30 (thirty) US dollars, taking into account the bonuses received from the casino in the amount of about 400 US dollars. So just one day before I was loosing about 400 US dollars on blackjack with a betting turnover of about 500,000 US dollars. Is this some kind of violation? According to the casino, this is what a "violation" from player looks like?

Yes, on the last playing day May 28th I had a successful streak and I won about 8,900 US dollars for one day. But for example, on May 20th, I lost more than 9,000 US dollars in a day playing the same way. And casino did not express any concern about this. Given the RTP of this game, according to information from the game provider 99.29% i.e. only 0.71% of the turnover in favor of the casino is a common gaming fluctuation. But casino announced it as 'abnormally large win not passed provider's check'. Nonsense. There are both big wins but also big losses. The casino should not make claims against the player when he wins. This is unfair. In addition, the amount of winnings must be correlated with the bets size. Winning 9,000 US dollars at a 500usd bet and 10usd are not the same thing. I do not see anything special in such results, taking into account the stakes level at which I played. Moreover, the casino positioned itself capable of paying large sums to players, which is obviously not the case.

I also want to point out again that the withheld balance of 13,683.88 US dollars consists of my consecutive deposits amount 9,500 US dollars. The casino accepted this money, allowed me to lose it, but when I managed to win it back, I was accused of violating a large number of T&C. Suddenly. And it only happened on the last day when I won my own money back? So everything was ok before this? Is this fair game? 

Greetings all,

I am sorry for the delay.

Dear Fairspin Casino,

Thank you for your email and the provided screenshots. It is clearer now.

Could you please look at my last email regarding this case, and provide me with additionally requested details?

As I mentioned in my email, in the meantime, I will discuss the matter with my team at our regular meeting and will inform you about the outcome likely by the end of this week.

Thank you for your patience and understanding.

Hello! 

Thank you for your attention to the details of this complaint!

Response to your letter has been provided.

The Gaming platform "Fairspin" always ready to cooperate and care about correct result of every situation. 

Respectfully,

Fairspin! 

Hello,

Unexpectedly, I was out of the office for personal reasons, so I could not attend our internal regular meeting.

Just letting you know that it will be discussed with my team and management on Wednesday if nothing changes.

I will inform you as soon as I have the outcome.

I am sorry for the inconvenience and dragging the process caused, and thank you for your patience and understanding.

Greetings all,

I am back with hot news.

Unfortunately, after reviewing all the provided data and having an internal discussion with my team, it was concluded that - although we usually do not agree with winnings confiscation under the given circumstances, since the casino cannot influence 3rd party processes, and based on the details provided, it is not possible to make a final decision in the matter on our side, we would like to advise the player to contact the gaming authority and file a complaint directly with them.

As our attitude could significantly differ from the casino's and/or its game provider's position regarding the matter, we would not like to go against the authority regulations or industry standards. The regulator has better options and tools how to take care of such situations, and thus we see it as the best option to reach a final solution for the issue.

Dear SergeySm,

Would you be able to submit a complaint to the regulator, please?

It is possible to file a complaint via the Curaçao eGaming license validator available on the casino website.

Casino blocked my account cut off from access to any statistics, game history, etc.. Casino not provided certain reason for their action. You did neither. Casino holds my personal data, you holds details of the case but nobody provide any piece of information to player whos money juct stolen. So what shall I say to regulator as I don't have any information available. What is the essence of my violation?

Dear SergeySm,

Allow me to explain the situation, however, without disclosing the details since we have no permission to share any of the provided information.

There is a gameplay history in your account that indicates signs of suspicious activity and/or using forbidden techniques to accumulate winnings. On one side, indeed, we do not agree with winnings confiscation under such circumstances because it should be possible to prevent this by enforcing the casino's rules by its system. But, on the other side, we are talking about a live casino game. It means that the only way for us to verify the casino's claims would be to contact the game provider (3rd party) and ask them to provide us with details and data. Unfortunately, the main investigation was likely made on the provider's side, and the provider should have all the necessary details. But providers are not willing nor obliged to share anything with us, so we are not able to fully review the matter, make a final decision, and/or inform you about the details. Therefore, we cannot confirm the correctness of the casino's claims and decisions, unlike the gaming authority.

You managed to submit a complaint on our website, without having more details. I recommend you do it the same way for a complaint to the regulator.

I sincerely believe my explanation is enough for you. Now I would like to repeat the unanswered question.

"Would you be able to submit a complaint to the regulator, please?

It is possible to file a complaint via the Curaçao eGaming license validator available on the casino website."

Once again I claim casino to conduct business in a civilized manner and since all bets were based on risk, winnings and losses must be paid. This is what is called REPUTATION, no need to hide behind the mythical "reports" that no one has ever seen in the eyes and you can not even confirm their authenticity. I see a similar case with another player here. I will try to contact him if your site allows it. I will contact the regulator through a lawyer, I think it will be more effective. Maybe we will file a class action lawsuit. I know that there are others affected by the actions of this casino. I request that this case be temporarily closed and I will contact you via email later. Time passes slowly in Curacao, so it's likely to be a long time.

I saw such reports, and not once. But we are talking about a different issue here.

Anyway, thank you, SergeySm, for your confirmation.

As it looks like the issue will be submitted to the regulator, which should be able to help you, we are (temporarily) closing the complaint as unresolved.

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 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 final outcome 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.

Thank you very much for your patience and understanding.

Best regards,

Branislav, Casino.Guru

Greetings all,

I went through the matter again, and in the meantime, it was also carefully reviewed internally with my team.

The casino informed us that the player has not submitted a complaint to the regulator. However, we reconsidered our decision, which the casino has been informed about, and additionally, we asked the casino to provide us with specific details. A long time has passed since then, without any progress. Therefore, we decided to reopen the case and ask you for updates.

Dear Fairspin Casino Team,

Could you please look at my last few emails related to this and another similar complaint and provide me with the requested information and details?

We are talking about 2 reopened cases.

Looking forward to hearing from you.

Hello,

Just to inform you, I have similar case against another casino and my lawyer is about to send letter of demand to them. As soon as that case is resolved we proceed to FAIRSPIN case. I did contact regulator on another case as well with no major success, so it's kinda useless and we will send letter of demand to FAIRSPIN as soon their turn comes.

Also I sent my final proposal to casino on 27th November, 2023 via email that was left with no answer. Please find copy below (google translate from Russian, sorry for possible grammar mistakes):

Good afternoon

On June 6, 2023, you blocked my account kr****r200@mail.ru, funds in the amount of approximately 13,700 USD were withdrawn, of which 9,500 USD were deposits from May 19, 2023, and the prize for winning the tournament in the amount of 500 USD was not awarded

This unfriendly action was carried out against many players from Russia and Belarus, which emphasizes the racist overtones of this action and has nothing to do with the so-called "violations of the rules."

I am in contact with a number of players and one of them has expressed a desire to act as a co-plaintiff in this case.

The debt of your casino to this player is about 7,000 USD.

We plan to transfer the right to claim your debt to us to a law firm in Curacao that deals with similar cases and is quite successful. Regarding me and my style of play, similar accusations from other casinos and refusal to pay money have already been paid to me from one casino and the second is in the process of signing an agreement. Thus, it has already been confirmed many times that my playing style does not violate any casino rules. I am now planning to sign an agreement on your case. After signing, I will be deprived of the opportunity to conduct any negotiations with you and the right to claim the debt will go to this company.

I urge you to reconsider your decision to illegally withdraw funds from players' accounts. I am ready to give up LEGAL winnings of approximately 4200 USD, as well as the requirement to pay prize money for the tournament, and claim to receive the amount of my deposits in the amount of 9500 USD

The co-plaintiff player demands the return of the entire balance of approximately 6,000 USD (since the entire balance is the sum of his previous deposits) and also renounces his claims to receive winnings from the tournament in the amount of 1,000 USD.

This offer is aimed solely at speeding up the procedure and avoiding unnecessary costs on your part. Accepting this offer will save your reputation and your money. We are only asking for the return of what belongs to us. A solution that suits all parties (to one degree or another).

We expect you to notify us of the unblocking of our accounts and allow withdrawal of funds under the conditions described above. If you do not respond or make a negative decision, the total amount of debt will be charged for the use of funds from the moment the accounts are blocked, as well as a fee for legal services for 2 people, which in total will be about 3000-3500 USD on top of the principal amount, including prize money and Perhaps the fee for "cryptocurrency" bonuses that is approximately totalling 21,000 USD.

Make an informed decision and conduct business in a civilized manner!

Best regards

Sergey S*****v

Alright, SergeySm. Thank you for the update.

After reading your email, several important questions arose.

By another player, do you mean another reopened complaint on casino.guru that is basically about the same issue?

If yes, it is a bit strange that you mention another account and demand a solution for another player here.

Is there a possibility that another account is somehow linked to your disputed account, please?

Was there any moment while playing in the casino when both accounts played the same game at the same time? And, is it possible that these 2 accounts accessed the casino website from the same internet connection/IP/device? Is it possible for the casino can connect these 2 accounts somehow, by any data?

To be honest, until now, it was not suspicious, and we were talking only about a way of playing that many online casinos prohibit, but in certain circumstances, we do not agree with winnings confiscation for that. However, now it looks like there is another related account, which may indicate multiple accounts use - a serious breach of the casino's Terms and Conditions if, at any point, both accounts used the same internet connection or device or played the same game(s), especially if we are talking about BlackJack or any multiplayer/live game.

Hello,

I have no any connection with this or any other player and by no means was accessed another account. Yes I mentioned exactly his account (twin case here) and I contacted this player only after complaints were sent. Under my research they banned at least 5 accounts (probably lots more) at the same time under same accusations. They made a lot and massive advertising in Russian crypto-community chats in telegram so they normally get what they wanted - a lot of new registrations. Provided this casino with Ukrainian roots, this looks like prearranged action .

I can speak only for myself. Access to casino was performed from my home PC, with same IP address and only account I had. No any connection with other players was involved. Turned out to be we live in different cities by the way. casino never mentioned this was the problem.

I don't 'demand solution', I just contacted this player and suggested to file class action lawsuit. That's it. So I sent casino email mentioning both accounts as we had discussion with the player after, it's up to casino how to respond.

If they suspected any kind of 'multiaccounting' they first of all did nothing to clarify anything and did not ask for any additional proofs/ID to confirm this version. Only regards to game provider gameplay checks. So your 'clue' is wrong, sorry. Anyway this will go through legal procedures and casino will expose their 'evdence' in court if they not cooperate to resolve the case in negotiations.

I have my own impression on how casino.guru dealing with cases lately, so I don't expect much from you now. Was quite surprised you reopened this case. So anyway thanks for trying to get the truth.

Thank you very much for your clarification, SergeySm.

I am sincerely sorry if it looked like a "clue". Therefore, I tried to formulate my previous post as questions and clarify why it may look suspicious, also for the casino. We are in daily contact with various types of players, and there were many cases in the past where it turned out to be a breach of casinos' rules. So we have to count on all options, and we need all the necessary details. I had to ask.

So, now let's please wait for the casino's response and additional requested details (requested a long time ago from the casino via email).

Thank you for your patience and understanding.

Dear Branislav,

Please be advised we have provided you with all information we legally could at this moment.

Your platform is not somehow related to a legal binding agreement between us and a former member of the gaming platform. Also, you are not a government entity or private arbitration institution, who can solve disputes between casino and player in a legal way.

Currently, you are not satisfied with provided information by us, and you are asking for more.

More information means you are asking for security and anti-fraud protocols, AML-CTF processes or decision making patterns which can not be shared with you in a legal way, as this information can’t be shared due to its confidentiality or is forbidden for sharing by applicable law.

Such information may be shared within the ADR Procedure provided by Curacao eGaming (by filing a complaint, as you advised to a Player) or within other procedures legally binding for us.

We have provided you with enough information and evidence on the case supporting that the Player had violated the T&C’s.

The Player has confirmed he is in communication with a player from the second case and you have nothing more than his words as explanation how it happened.

The Player was offered a free, effective and legal binding option to resolve a dispute, but he didn’t use it or other legal way to protect his rights and as a matter of fact only appeals to our reputation.

We just want to point your attention to the fact that the only instrument of influence you have is our reputation on your platform. You can’t solve this case as we can’t provide you with information you are requesting. Also, you are not authorized to take legal actions against players if you will discover within the case review that someone had broken the law (performed illegal or fraudulent activity, as an example), when authorized bodies can.

We just don’t see any chance to protect our reputation within this case here on your platform according to the described reasons.

We value your mission to make the industry better but your current approach to this category of cases may be used by the dishonest players to cover their suspicious or even fraudulent activity against casinos.

Best Regards, 

Fairspin!

Dear Fairspin Casino team,

Thank you for your email, I will answer directly here because it is basically the same as what you sent above.

I will try to sum it up:

• Casino.guru is an independent source of information about online casinos; however, many people searching for such information visit our website and follow our recommendations related to online casinos, considering our complex and objective reviews and casino ratings, where cooperation in resolving complaints is also reflected
• Online casinos regularly have complaints from players on casino.guru but despite many of them having a valid gaming license, cases end up resolved or rejected with clear results - based on the provided evidence
• I dare to disagree - although you cannot or do not want to provide us with the requested data and details (while there are ways how to do it without sharing sensitive details), we can solve/close the case within our internal policy and Fair Gambling Codex
• The situation and our reconsidered decision were explained at the end of September via email, and since that time, we have not been provided with anything else
• "The Player has confirmed he is in communication with a player from the second case and you have nothing more than his words as explanation how it happened." - although I will definitely ask the player for more details, can you please check your email sent to me on June 30, 2023, regarding the other case with the user "aletim", especially the part where "proof of the other linked accounts or accounts on the other platforms" is explained? - We are not talking about only the player's words.

Do I understand correctly that you cannot/will not share anything from the requested (my email sent regarding the 2 reopened cases on September 29, 2023)?

Dear SergeySm,

Now, as I mentioned above, it is not usual for complainants to include other players directly in their complaints. So, your turn again.

Can you please provide me with the following information and details:

• How did you find out the contact details of the user who submitted another similar case?
• When and how did you contact this user?
• Complete communication between you and the other user "aletim"

Feel free to send the requested information to my email (branislav.b@casino.guru).

Branislav,

I sent you email message with my final overview of the situation including information you asked.

Best regards

Thank you for your email, SergeySm. Could you please check my response and answer my additional questions?

Dear Fairspin Casino team,

Do I understand correctly that you cannot/will not share anything from the requested (my email sent regarding the 2 reopened cases on September 29, 2023)?

Dear Branislav,

At this moment our Team provided you with a response to your last request in a letter to your email.

We kindly ask you to check it.

Respectfully,

Fairspin! 

Dear SergeySm,

I am sorry for the delay.

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

Looking forward to hearing from you.

Dear SergeySm,

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.

Hello, I have sent you response by email on 4th Feb, please check.

Greetings all,

I am sorry for the further delay. I will try to improve on it.

Thank you, SergeySm, for your emails and additional clarification. Although there are a few discrepancies, after consultation with my superior, we are basically at the same point anyway. So, there is no other option than to find out more from the casino, as I asked for some time ago.

Dear Fairspin Casino Team,

Thank you, too, for your email and additional information. However, there was nothing relevant to the case or anything that could change our reconsidered decision.

I will try to explain it and be as clear as possible.

You mentioned that you have provided us with enough information and evidence on the case supporting that the player had violated the casino's T&Cs - yes, I completely agree. But, we consider such rules and reasons to confiscate players' winnings unfair, and we do not accept their use unless there are other justified reasons that I asked you earlier.

Therefore, we would need additional details/evidence regarding the player's (players') activity or to see some examples, where it is clear that the player did not play on his own, using his knowledge exclusively, but also used any tool/software/app to gain an unfair advantage. Alternatively, and since it was not a problem before he mentioned another user himself - an explanation of an (unfair) advantage that he/they could gain by playing in this way, even if there was any connection between the accounts.

For example, the most important thing, since it was not clear from the evidence we received so far, we would like to see situations where it is visible that the player could not have played such rounds on his own, without any "additional help" in form of the above-mentioned tool/SW/app/etc., such as jumping between tables in short periods while only collecting sure winnings, or such action on several tables at the same time, etc.

Also, if there is really evidence confirming a connection between those accounts (besides random rounds that they could have participated in by coincidence), it would be highly appreciated if you could share it with me.

Alternatively, would it be possible to ask the game provider to review the matter while taking both/all allegedly linked accounts into consideration and informing us about the outcome?

Feel free to send the requested details to my email address as usual (branislav.b@casino.guru).

Please note if there are no such proofs, we would recommend the casino restore the player's account to the state before its closure and winnings confiscation, or in case of permanent closure, pay out the disputed winnings/remaining balance.

Looking forward to hearing from you.

Dear Branislav,

We really care about that situation and your last post in this complaint. 

Our Team provided you with a response to your last request in a letter to your email.

We kindly ask you to check it.

Respectfully,

Fairspin!

After the last email from the casino and seeing its willingness to additionally dig deeper into the issue in cooperation with the game provider, which could take longer (even if it has already been taking more than long), I am extending the timer as follows - I will set it up for the casino for 3 weeks (+7 days). It means that now it will be for 3 weeks and then, if there is no response or relevant information provided within these 3 weeks, the system will automatically extend it by the last 7 days and send the notification.

So, please note the casino has one month to provide the necessary details.

If it is not provided within 1 month or it is insufficient/irrelevant, the case will be closed as unresolved.

Thank you for your patience and understanding.

Dear Fairspin Casino Team,

We are looking forward to hearing from you. You have my email. I will also reply to your last email in a while.

Hello!

Dear Branislav,

We have provided you with an update to your email, thus please make sure to check your inbox.

Respectfully,

Fairspin.

Waiting for your response to my last email regarding the matter, Fairspin Casino Team.

We could finally move forward and end it somehow. It is already taking too long.

Dear Casino Guru!

We fully agree that this situation has already taken quite some time, especially since we have provided quite a lot of information and evidence to prove our case.

Regarding waiting for a response from us, you said that you would send a message to the mail, but nothing came to the mail. 

We are waiting for your letter.

Regards, 

Fairspin Team.

I re-sent my last email from March 28, 2024, again a while ago (CET). Please check it and provide your final decision regarding the matter and sharing the requested data/details.

Today, the timer should have been automatically extended because normally all involved parties have 2x7 days to respond. As you answered, the timer was reset. However, now you have the last 7 days to respond and provide the requested. Once the current timer expires, and there is no relevant information or there is only an "empty" response as the last posts/emails, it will not be extended, and the complaint will be closed based on the information gathered so far. You were informed about our position and the consequences several times.

Either you provide the requested or not, and according to it, the complaint will be closed. Easy.

Any further attempt to drag the process out will not change the situation, and this is the last time I am extending the timer in this thread. It has been several months now.

Thank you for understanding. Looking forward to hearing from you.

Dear CasinoGuru!

Our Team provided you with a response due to the last letter that has been sent by you. 

We hope that with that way it will be enough for that situation.  

Regards, 

Fairspin Team.

Dear Fairspin Casino Team,

Thank you for your email. Yes, it is enough for that situation.

Dear SergeySm,

For the reasons mentioned several times above (after the case was reopened), we are closing this complaint as unresolved.

As I informed the casino via email, once they decide to change their approach and/or provide us with the requested, they can request reopening the case or contact me via email.

Although it may not help you, I strongly recommend you contact the casino's regulator and submit a complaint to them. It is worth a try. They nicely surprised us with their decision in some cases in the past.

In case of questions, do not hesitate to contact me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru