Fairspin Casino - Player’s account has been blocked over alleged technical exploitation.

The casino blocked my account because I had exploited a technical vulnerability.

However,

'What is a technical vulnerability?'

How could an uninformed user of the casino determine that it was a vulnerability?

The casino has not been able to answer these questions, and continues to make claims as if I had hacked into the casino.

I don't remember doing it,

I would like the casino to provide proper evidence of my hacking.

Dear andandjonnyx,

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 to make sure I understand the situation completely.

How long have you been playing at this casino?

Could you please confirm if you passed the KYC verification?

What types of games have you played?

Please forward any relevant communication between you and the casino regarding the blocking of your account to veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible.

Best regards

Veronika

Play is a month or two.

It has passed KYC.

I forwarded the exchange.

Hello!

The gaming platform team would like to take part in that complaint and add some details to this complaint. 

We would like to be straight to the point of complaint - the account of this former member of the gaming platform is blocked.

Reason for blocking - using technical vulnerability.

Mentioned technical vulnerability has been used for gaining profit. 

All transactions with amounts of funds that have been won in fair way in games and with technical vulnerability before we detect it have been sent to former member of the gaming platform through transactions that have been created on the account. 

Reason of blocking has been detected as a result of the standard procedure of the security check after the last successful withdrawal of this former member of the gaming platform. 

The Security Department confirms that technical vulnerability has been used regularly.

According to the "Terms and Conditions" such activity has no place on the member account.

We always care about the best experience for every member of the gaming platform but that is possible only by following "Terms and Conditions" with which every new member agrees upon the registration.

If you require any additional details or want to specify some type of information for work with that complaint - we are always ready to cooperate!

Respectfully,

Fairspin! 

To begin with, I do not know what the technical vulnerabilities are here.

The casino is responsible for the technical vulnerability, even if the user who happened to be playing the game benefited from it.

For example, just because the casino set the RTP incorrectly high and the revenue was lower than expected,

It is unreasonable to claim that the casino committed fraud against a user who does not know the original settings.

What is a technical vulnerability anyway?

'Was the casino notified of it via email, etc.?'

(e.g., telling people not to play certain games that have glitches, etc.)

'What evidence do you have that I gained unauthorized access to the casino and obtained and used information about the technical vulnerability?'

Please answer these questions.

Dear Fairspin Casino representative,

could you please provide us with more details regarding the player's case? Kindly forward any relevant information to veronika.l@casino.guru. Thank you.

The casino may only say what is convenient for them in the transfer of information.

First, let me answer this question properly here.

(1) Details of the technical vulnerability

(2) How the casino side was informed about it

(At least I still don't know the details)

(3) If not made known, in order to take advantage of the technical vulnerability,

I need to know it is a vulnerability in some unauthorized way.

(e.g., hacking, informal communication with casino officials)

Please provide evidence of access history and correspondence with the parties involved.

Hello there!

We would like to inform that we have provided the platform representative with all the relevant details on the matter via email.

We will be ready to cooperate in order to provide any additional details if requested, so please, do not hesitate to contact us at all times!

Respectfully,

Fairspin.

Please answer my question.

Why do you refuse to talk to the person in question?

It is not fair to communicate only with a third party, as I do not know the details.

Hello!

We are sorry that you have the impression that we refuse to respond.

At this moment, we would like to specify that your questions had already been answered in the private email conversation, providing you with all details that are available for you as the former member of the gaming platform.

As you were the one to file a complaint in the first place, we are providing only the relevant details to the Casino Analyst & Complaint Specialist from CasinoGuru, as you entrusted this platform with handling such a situation.

We also trust CasinoGuru and are always happy to cooperate with them.

Thus, in order to assist the platform representative, we will be willing to provide only the essential information on the whole situation in order to help to provide as much clearance as we can.

Sincerely,

Fairspin.

I checked my email and they did not answer any of our questions.

No details of the technical vulnerability (there was some mention that points were being counted abnormally, but nothing specific), no indication of when the casino was notified of it via email, etc., and no evidence that I had illegally obtained this information.

Please provide a clear screenshot here of what part of your email is the answer.

Dear andandjonnyx,

we are currently investigating your case in an email exchange with the casino representatives. We are collecting all the necessary evidence. Please be patient, I will get back to you soon.

In the meantime, could you please send me the email you received from the casino about the "mention that points were being counted abnormally"? My email address is veronika.l@casino.guru. Thank you.

I would like to thank both parties for providing all the necessary information. Dear andandjonnyx, I will now transfer your complaint to my colleague Matej (matej@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 andandjonnyx and the Fairspin casino representative,

I would like to apologize for the incident that occurred. It is not uncommon for bugs or human errors to happen from time to time.

After reviewing all the evidence provided by both the casino and the player, it is clear that there was an error in the calculation of the rakes that the player could receive in certain games.

The casino claims that the player was notified about this error, but I could not find any evidence of such notification in the communication, only an email stating that the player's account would be terminated.

In this situation, if the casino can prove that they explained to the player what he should not do and he continued to do it, then I believe that the casino acted appropriately and has the right.

However, if the player was not informed about what he did wrong and only received general rules from the casino, he would not know what he did wrong. Therefore, the casino should rectify the situation by keeping only 10% of the accumulated rakes from playing the mentioned game/games in the player's account. After that, the casino can decide whether andandjonnyx can continue playing or if his account should be closed (while ensuring that the mentioned 10% is paid out if he has not already withdrawn more than this amount).

Does that mean that my rake was 10 times higher than it should have been?

(There was also a bug that suddenly multiplied the points of all players by dozens, and I was told about this by the management, but that's a different bug from this story, right?)

The casino also does not pay tournament winnings.

I bet a lot of money on the tournament because I thought the rake was normal and if I worked hard, I could win a prize..

If the rake had reflected correctly from the beginning, it would not have done so.

The tournament I was participating in this time was also short for me only because the casino froze my account in the middle of the tournament.

It is so terrible that the result is that the account is suddenly closed and the rake is later confiscated.

In the image above I came in second in the tournament, but the casino did not pay the prize money.

When I asked why, they claimed that I had cheated, but it turned out to be a misunderstanding on the part of the casino, and I received an apology.

(This was due to a glitch that caused all players' points to be out of whack.)

The casino then claimed that they had fixed the points and I was still in second place.

The casino said they would investigate and that was it.

I was still participating in the tournament when my account was frozen and all my play in that tournament was for naught.

I too have been accused twice of cheating the casino and have even been frozen, which I cannot tolerate with half-hearted compensation.

I have lost money, time and dignity.

I would like to see a penalty for shifting the responsibility for the glitch, which should have been borne by the casino, to the user, and for continuing to blame the user without clear evidence.

Hello!

We would like to specify that we have forwarded the necessary evidence of how the user was notified about the fact that he had abused the mentioned technical vulnerability.

We want to mention that we understand why the player might be upset at the result of this situation, however, as per the side of the gaming platform, all the actions were taken under the standard procedures that are stated in the Terms & Conditions of our website.

The player bears the full responsibility of the consequences that follow the abuse of a technical bug, which include the possible account termination and the forfeiture of all the winnings, if it was confirmed that such activity indeed had taken place.

We will continue to cooperate with the platform representatives, in order to assist them in resolving this case in the most correct way possible.

Sincerely,

Fairspin.

It was only after my account was frozen that I learned that a technical vulnerability existed.

If you claim otherwise, please clarify when you sent the email so I can check the email.

So the casino is going to claim that I used a time machine to go back in time and exploit a technical vulnerability that I learned about after my account was frozen?

Dear Casino Guru

This casino does not seem to understand what I am saying or what the casino guru is saying.

There is no point in continuing the exchange any longer.

I would like to see them penalized or replaced by another person in charge.

Dear andandjonnyx and Fairspin casino representative,

In the email sent on June 7th, the casino stated that andandjonnyx had violated the rules. It is clear from his response that he is unaware of any mistake on his part and would like to understand what he did wrong.

I do not perceive this email as a warning. Dear casino representative, please share the mentioned email here so that everyone can review it. (if andandjonnyx agrees)

Thank you.

To begin with, the July 6 e-mail should have been about something completely different from this one.

(I didn't receive such an email on June 7; you must be mistaken about July 6.)

On July 6 the casino claimed I had exploited a bug and would not pay tournament winnings.

However, it was discovered that it was a bug that occurred to all users of the casino, and an apology was received for the misunderstanding.

There should be a sentence in the email that says 'the fault was not yours'.

(It's a bug that multiplies all players' tournament points by dozens, and should be a different story than the one about my rake being multiplied by 10.)

The casino cannot pay the prize money because my placement was lowered by the correct tournament results, which fixed the bug.

However, even with the revised tournament results I was still in second place, so I inquired and the casino ignored me.

We were not informed of the technical vulnerability at issue in this dispute until August 2, after our account was frozen.

I think this casino is confusing too many glitches that exist on their site.

Hello!

We would like to remind everyone that we are still actively engaged in the topic of this complaint, as well as the overall situation.

However, we would like to only focus on the specifics of this situation, without straying too far from the point of the discussion.

As such, we wanted to announce that we have provided all the necessary details to the CasinoGuru representative via the private email conversation, so that the overall situation could be seen as clearly as possible.

We are always happy to cooperate and are ready to provide the necessary assistance!

Respectfully,

Fairspin.

You are drastically missing the point of the discussion because the casino does not understand our question.

Please provide the details here properly.

To the Casino

Please change the disputed amount to $2600.

With $1000 in tournament winnings not paid by the casino,

500 in tournament winnings at the time your account was frozen.

The casino still continues to justify itself and shows no intention of remorse.

I can no longer tolerate it either.

If the casino cannot prove that I had prior knowledge of the information and misused it,

I demand a large amount of black points and a full guarantee.

Dear andandjonnyx and Fairspin casino representative,

I have managed to clarify some details with the casino, and I believe I can provide an explanation for the entire situation.

Andandjonnyx played games and participated in the tournament. However, due to a technical error, one of the games had a rake contribution that was 10 times higher than it should have been.

The casino sent an email warning to Andandjonnyx when they realized the mistake. However, the warning was written in such a general manner that it would have been difficult for Andandjonnyx to understand what he was doing wrong if he was not aware of the bug. Despite this, Andandjonnyx continued to focus on the bugged game and took advantage of the increased rake contribution.

As a result of his actions, the casino decided to ban Andandjonnyx.

I would like to clarify that Andandjonnyx unintentionally gained an unfair advantage and, therefore, does not have the right to claim any prizes from the tournament. (Casino nentioned that his actual position after rake correction not qualify him for prize) Additionally, he exchanged the increased rake for money, thereby profiting from the bug.

I understand, Andandjonnyx, that you did not intentionally do anything wrong. However, it is a fundamental rule in every casino or lottery that in the event of a technical error, the casino reserves the right to void bets or correct the situation. And this is exactly this case.

Dear casino representative, I would suggest that in the future, you address warnings with more attention to detail and provide a clearer explanation of the situation.

This one did not receive a warning in the first place.

The July 6 email talks about a completely different bug than this one.

We also have conversations about the first bug not only by email but also by chat.

(The casino only seems to have sent one part of the email, but you can see it in the entire email)

Attached are my remarks from our correspondence since July 6.

"I had an unusual situation with my points in the middle of the game, but it was also explained to me that this was a problem on the casino's part."

stated, and it is clear that they are not talking about rake.

(I checked with support in chat when this bug occurred and was told it was an overall bug and the point would be fixed)

The casino has not denied this statement.

(If they were talking about a technical vulnerability related to rake at this point, they would say it was a different bug)

Even if the casino intends to mention this technical vulnerability at this time,

The casino said in the email that the points had already been corrected.

Even with that correction, I was in second place, so the casino's claim is not valid.

https://fairspin.io/ja/tournaments/1ee09da9-62ce-604c-acfc-3a1815a249af

As proof, send the URL of the tournament results where the casino claims the points have already been fixed.

On August 2, the casino unilaterally froze my account and made accusations that I had exploited a technical vulnerability.

To this day I am still not informed which game and when the rake was multiplied by 10.

The casino may have the right to disable bets in the event of a technical error.

But to treat a user who played without knowing anything about it as if he were a criminal is defamation.

Nor should they have the right to confiscate my deposit or winnings from the game.

The casino is only entitled to confiscate 90% of the rake of games in which the technical vulnerability occurr

If I had received $500 in rake, I would only be allowed to forfeit $450 since it was originally $50. Am I right?

Or, it makes sense to void all bets on the relevant game and compensate for the losses caused by that game.

Since the fairspin has continued to inconvenience me and the casino gurus with so many misunderstandings, I would like them to choose the one that receives the most amount of money I receive.

I demand a sincere apology and compensation from the casino.

Dear andandjonnyx,

I would like to inquire about the location of the information regarding the correction of rakes. I have visited the provided link (https://fairspin.io/ja/tournaments/1ee09da9-62ce-604c-acfc-3a1815a249af), but I couldn't find the mentioned information.

Furthermore, I agree with your proposal, and I believe it would be appropriate for the casino to offer an apology.

Additionally, it would be helpful if they could provide an explanation of the corrections made and clarify the amount of money that should be received or has been gained.

Hello!

We appreciate the points mentioned in this thread, however, as this is a complaint on the CasinoGuru platform, we would like to stick to the specifics of situations of such a kind.

As a gaming platform, we took actions based on the specific procedures that are stated in our Terms & Conditions, and more so, while providing a comprehensive explanation to the former member of the gaming platform.

Based on that, we were happy to cooperate with the CasinoGuru representative in order to provide them with all the relevant information on the matter.

Subsequently, based on the provided details, the complaint specialist's verdict was then published in this thread.

We would like to state that we agree with the CasinoGuru's decision.

As such, we appreciate the recommendations that were mentioned, and that we will definitely take them into consideration in case of similar situations in the future.

If you have any questions, please do not hesitate to contact us at any time, as we are always available and ready to cooperate!

Sincerely,

Fairspin.

Don't just follow the convenient part of "I'll be careful from now on.

The Casino Guru says, 'Admit your mistakes and apologize,' and 'Clarify the data on the subject game.

Isn't it reasonable for you to apologize to me and state when you will clarify the data?

Since there is no cause to freeze my account, the casino is in a position to restore my account, right?

You consistently do not answer my questions properly, and your constant justification of yourself is extremely distasteful.

I have to supplement this because the casino only provides the casino guru with the convenient parts about the email as well.

Are you aware of the fact that all of this trouble was caused by a misunderstanding on the part of the casino?

Hello!

We are sorry that you have that type of impression.

However, we would like to admit that you open this complaint on the platform "CasinoGuru" and you have the result of our cooperation already.

According to the result of the investigation process of the Head of Data & Complaints - we have a verdict on that situation.

We highly recommend you to pay attention to that one more time. 

We trust "CasinoGuru"  and agree with the result. 

All actions that gaming platform takes going only with actual "Terms and Conditions".

You agree with it upon registration. 

All actual information that is available for you as for former member of the gaming platform has been provided through email right after blocking your account and in response to your requests. 

Respectfully,

Fairspin! 

Terms of use are not relevant.

It is because of the casino's mistake in the first place.

The casino froze my account under the Terms of Service based on 'my exploitation of a technical vulnerability.

However, the casino never mentioned the technical vulnerability before freezing my account.

(What casino mentioned on July 6 was a completely different bug that suddenly multiplied everyone's points by dozens.)

In other words, the fact that I 'exploited it' is false, and that I 'accidentally profited from it' is true.

Since it has been proven that the casino was mistaken that I 'exploited a technical vulnerability', it is impossible to apply its terms and conditions.

Or does the casino still believe that I exploited it?

I have consistently asked for proof here from the beginning, haven't you?

To the casino guru

While stating that this casino trusts the casino guru and agrees with the results,

They are trying to follow only the part that is convenient for them.

They are also not willing to provide any data on the rake.

They also ignore the fact that I was in second place in the tournament after the points were fixed.

Even if they are ordered to pay and are in a hurry to investigate, they should be penalized for their dishonesty.

As long as they can't produce the data, the casino has no right to confiscate most of the rake.

Naturally, it is also about tournament results.

Please fully acknowledge our argument.

In other words, order the casino to pay, and if they refuse, huge black points!

1100€ of the balance

1000€ of unpaid tournament winnings

Tournament winnings you were participating in at the time of the freeze (my winnings at the last minute were 500€)

Cash back you would have received had you not been frozen

(I think I lost about 2000€ that week)

In total, I think 2500€ is appropriate.

Dear andandjonnyx and Fairspin casino representative,

Firstly, I would like to acknowledge that the situation arose due to a technical error on the casino's part, which can occur occasionally. Nevertheless, it would be appreciated if the casino could offer an apology for this mistake.

Secondly, it is important to note that due to the game that andandjonnyx played, he received ten times more rakes, resulting in additional benefits for him. However, it should be understood that any other benefits received based on the amount of rakes earned, such as cashback, have also been affected. While your reasoning regarding the amounts of 500 and 450 is correct, it is worth mentioning that if you were to use this money for playing and gain subsequent winnings, 90% of money used would hold no monetary value.

I have been informed by the casino that you have already surpassed the value that should have been paid to you, and casino wrote to me that after the correction of rakes, you were not on the top of the leaderboard and therefore not eligible for a prize.

I kindly request the casino representative to provide clarification and confirmation on this matter here.

The casino has no right to confiscate my deposits or winnings from playing.

I didn't play only with rake.

It is arrogant to attribute all of my deposits and winnings to rake.

My latest tournament results prove that I'm still in second place even after the rake correction.

It's obvious if you look at the modified leaderboard.

Also, cashback is based on loss amount and has nothing to do with rake.

If a casino cancels a rake or tournament or cashback because of a technical glitch, it makes sense to cover the loss from my game as well.

Because it makes the play itself non-existent.

Cancellation is not allowed only for convenient part.

The casino side claims only convenient things without giving any clear data.

(There is also a fact that the casino lied that it sent me an email)

to the casino

Please write here the total bet amount and total balance of my applicable game properly(±).

Also, please give a proper apology, not a boilerplate like the one made by AI.

to Casino Guru

The amount of rake I received can be found when I log into my account.

Now that the abuse has turned out to be a misunderstanding, there is no justification for banning the account because of it.

In order to confirm whether the data presented by the casino is true, please order the account to be unfrozen.

Hello!

Dear former member of our platform, first of all, we would like for it to be clear that all the relevant information on the matter that may be disclosed to you had been provided to you in a private email conversation, where you may find all the necessary details.

Due to the violation of the Terms & Conditions of the gaming platform, your account has subsequently been blocked without the right to recover and simply cannot be unblocked due to that under any condition.

Additionally, we want to point out that the former member of the gaming platform had agreed to follow the rules of our website upon completing the registration procedure (Terms & Conditions, point 1.3.3.)

It is understandable that the player firstly might not have noticed the technical vulnerability, that's why, as the loyalty measure, the notification of it had been sent to the user via email, in order to avoid further violation of the rules of the gaming platform in the future.

However, the subequent usage of that same technical vulnerability after the initial notification may be deemed none other than the deliberate abuse of that same technical vulnerability (which violates the Terms & Conditions, point 12.16) and could not be tolerated in any way, which subsequently resulted in the player's account termination with the confiscation of all of his winnings (as per Account, Pay-Outs and Bonuses, point 5.8.)

With that, the player's right for obtaining the tournament winnings has been revoked as well, due to the said violation of the rules of our platform (as per Terms & Conditions, point 12.20.)

Thus, we want to point out that the rules of our gaming platform are to be strictly followed, and its violation in any form would result in severe consequences.

We beleive that the loyalty measures the platform took as a result of the above-described actions, such as the initial warning notification of the player via email and the withdrawal of the funds accumulated by the player in a fair way were sufficient enough.

As can be clearly seen, the gaming platform only strictly followed the set of actions in accordance with the situation that took place, and taking all of the loyalty measures into account, we beleive for the apology to be inappropriate in this case.

As well, we ask to only take notice of the proven, concrete facts that the gaming platform operates with, as we beleive that mere assumptions cannot have any weight in such a situation. That being said, the facts provided earlier bear no possibility for criticism due to the evidence previously provided in the private email conversation.

We also want to note that the CasinoGuru's recommendations regarding the more precise way of notifying our users in cases of similar situations were taken into account and were processed accordingly by the relevant department in order to avoid any possibility for misunderstandings in the future.

The mentioned points from the rules of our platform may be accessed directly via our website, or may be provided in a full, written form as a separate message in this thread or via email, if requested.

In case if there is anything that requires more clarification, we will be willing to help providing all the specific details to the CasinoGuru complaint specialist in the private form.

Respectfully,

Fairspin.

Enough is enough.

Casino gurus do not consider the email you initially sent to me as a notifications or warnings.

(Of course, I didn't think so either, which is why I'm making this appeal.)

I have already proven that the content of my email on July 6 was a bug in another matter unrelated to the rake.

Or do you really think I used a time machine?

Dear Casino Guru

There is no point in continuing this exchange.

The casino is trying to buy me time until I give up.

This casino continues to be disrespectful not only to me but to the casino gurus.

Please do not give this casino more than one chance.

As long as the casino cannot provide any evidence and will not apologize,

It is only logical to grant our request.

plz order to casino payment of 2,500 euros.

casino may have to pay more than that if I disable my game play,

but I don't want to be associated with this casino anymore.

I wasted a lot of time and effort over the past month and the casino kept calling me a bad person.

I even want to sue for defamation.

Hello!

Please, pay attention that from side of the gaming platform no terms have been used to refer to you as a person or to a former member of the "Fairspin"!

As you can see from this complaint and all posts here - there were only simple and clear discussions with explanations about the situation that took place.  

We kindly ask you Matej to pay attention to such things in the posts of customer.

There are no "lies" or personal insults from the side of the "Fairspin" but it has been mentioned by andandjonnyx several times. 

We are always ready to cooperate but we are not tolerant with things that have been mentioned. 

Respectfully,

Fairspin! 

Do you understand that it is my and the casino guru's view that the casino's response and explanation is due to a misunderstanding and lack of communication and no justification?

Casino Guru acknowledged my claim and gave the casino a chance by having them submit data as well.

But you ignored it many times.

You also disagrace Casino Guru.

Dear andandjonnyx and Fairspin casino representative,

I would like to express that in my response from 27.8., I clarified that we support the casino based on the evidence provided.

In this situation, we assumed that the initial warning about the technical vulnerability of the game could have been misunderstood due to the casino's unclear communication.

However, this assumption only applies if andandjonnyx is a casual player. We conducted an internal meeting regarding this complaint and examined additional evidence from the casino.

Upon reviewing the 16 complaints already submitted by andandjonnyx on our website (I have reviewed all of them), we are confident that andandjonnyx is a skilled player who is aware of her actions. The evidence from the casino clearly indicates that after being warned, she ceased playing the game with the technical vulnerability for a while, but later resumed playing and earned 10 times more rakes than she should have.

I also suggested that the casino improve their communication with players, providing clear explanations of what they did wrong and why.

It would be appreciated if the casino takes responsibility for the technical vulnerability and apologizes to the players for it (without offering any financial compensation).

Kindness is free and greatly rewarded.

However our original verdict still stands and we belive that andandjonnyx has no right for any financial compensation.

As explained earlier,

I was contacted by the casino about the technical vulnerability only after my account was frozen.

Does Casino Guru understand that the July 6 email was another glitch?

Assuming I am a skilled player, How do I know the rake has increased tenfold if I don't know the original information?

(I looked for information on rake in the Terms of Use but could not find it.

So are you saying that the casino guru also got inside information through my hacking?)

Let me submit my chat history at the time to the casino.

There I am clearly talking about another glitch.

(Unlike emails, chat history cannot be reviewed by us, so only the casino can submit it.)

The reason I stopped playing the game in the first place was also due to that other glitch.

(We had to refrain from playing the game because of a glitch that multiplied all players' tournament points(Not a rake) by dozens.)

If you read the email properly, you should know that we did not discuss rakes at all before the account was frozen.

I then resumed play when the casino replied that the glitch had already been fixed.

The reason I was playing the game was also not to receive a rake, but to participate in a tournament.

Evidence is everything in a court of law.

We ask that you provide proper evidence, not speculation or prejudice.

The casino guru seems to be confused because in the middle of the discussion this time, another glitch that he thought was unrelated came up.

Let's talk about the "other glitch" here.

I have not yet been informed when the rake was multiplied by 10, but let's assume it was from the beginning.

Before July 6

I notice the first glitch, 'dozens of times more tournament points for all players', and talk to them in live chat.

(I noticed that the growth of points for all players was abnormally fast compared to the previous

However, the rake was not dozens of times higher than it had been, so I didn't think there was a glitch.)

July 6

The casino informs me that they cannot pay out any prize money due to a change in the tournament standings as a result of the glitch.

(But I am still in second place in the corrected results, so I inquire about it.)

At this time I was aware that we were talking about the first glitch.

I quit playing for a while, but resume playing when I am told that the glitch has been fixed.

August 2.

Account is frozen.

Casino claims I took advantage of a technical vulnerability.

I consulted with the casino guru, because I was aware that the glitch had been fixed in the July 9 e-mail.

Later, it was discovered that the "rake increases 10 times" glitch had also occurred.

The casino claimed that they had been talking about this glitch from the beginning.

I noticed the first glitch because

'Suddenly it was an unusual point compared to what I'd been doing.'

If it had been abnormal from the beginning, I would not have been able to notice it, even if I had been proficient at it.

(I have only been a member of this casino for a short period of time)

This casino rake is paid in TSF, a virtual currency.

The rake rate for which games is what is not stated in the terms and conditions, and I believe the casino sets the rake rate individually.

Am I correct in understanding that the casino forwarded that inside information to the casino guru?

I believe the rules for tournaments were based on the number of TSF won.

Previously 1 TSF = 1 point, but suddenly 1 TSF = dozens of points.

Since I had only been registered with the casino for a short period of time, I wondered if there was a boost in points at certain times and contacted the live chat.

As a result, we found that it was apparently a glitch.

To the Casino

On July 6 you claim to have warned me about the "rake glitch".

However, shortly before that, I had a conversation with you in live chat about the "points glitch",

I assumed you were talking about the latter.

Both glitches are about the numbers being out of whack in both cases,

This caused both me and the casino to misunderstand each other.

Casino Guru seems to have confused the two as well.

So, I would like a proper explanation of both glitches.

(When did the glitch occur and when was it fixed)

①　X Euro bets 　YTSF won 　Y Tournament points won

②　X Euro bets 　10 YTSF won 　10Y Tournament points won

③　X Euro bets 　YTSF won 　decades Y Tournament points won

④　X Euro bets 　10 YTSF won 　several hundreds Y Tournament points won

I still don't know the correct rake rate, so I will express it in terms of X and Y,

If the two defects were occurring at the same time,

these four conditions would have occurred.

From the time I registered my account to the time it was frozen,

Can you clarify which conditions were present during which time period?

Also, on July 9 you guys sent me an email saying that the glitch was fixed.

I trusted that and continued to play,

Does that mean that the glitch was not really fixed?

Hello!

Dear Andandjonnyx, we would like for it to be known the overall situation had already been made clear with the necessary evidence being provided to the CasinoGuru representative.

The gaming platform had only acted within the limits of actions that are stated in the Terms & Conditions of our platform for the situations of that kind.

We sincerely apologize from our side that it had taken place, as technical bugs may unfortunately occur from time to time, and we do our best to limit their amount to the absolute zero.

Dear Matej, we are solidary with your point of view and appreciate your attention to this situation.

We are sorry if the initial notification sent by us may be confusing or unclear by any means, and we'd like to point out that your recommendation had already been forwarded to the relevant department in any similar cases in order to avoid all the possible misunderstandings.

Sincerely,

Fairspin.

You are sending the necessary evidence to the casino guru, but not making it available here for me to review.

It is possible that the evidence you have submitted may not be sufficient, so I would like you to properly publish it here.

(In fact, Casino Guru did confuse the two glitches.

Furthermore, the casino guru missed the part about me resuming the game on or about July 9 because I had received an email that the glitch had been fixed, and the part about me playing the game in time for the tournament to take place.

It is clear that the casino guru is not aware of the overall situation,

and It indicates that the necessary evidence is insufficient.

(Otherwise, the casino gurus would be a bunch of amateurs, which I am not inclined to believe.))

I can explain some parts of the problem according to the information you have provided, so it is essential that the information be made public in order to resolve this problem.

Also, please research the amount of rake you should have received and the amount of losses in the subject game.

(I would be wasting my time researching this once I know it's needed for the exchange that follows, wouldn't I?)

Hello!

Dear Andandjonnyx, please be advised that all the information that is available to you as the former member of the gaming platform had alreadt been provided.

As the gaming platform, the specific evidence provided was intended for the CasinoGuru complaint specialist in order to provide them with the clearance of the actual situation that occured and is relevant for this specific complaint.

Based on that, we would like to mention that the CainoGuru's final verdict has already been made clear in this very thread.

We respect the decision that has been made and acted accordingly afterwards, as we are always ready for cooperation.

Respectfully,

Fairspin.

Dear Casino Guru

This casino can assume that an overly vague email is a warning,

could only respond with a standardized statement,

their communication skills are not up to par.

I do not trust 'all the evidence' that such casinos say they have

We do not know what information you received from the casino.

However, I can assume from Casino Guru's statements that they did not get the information I have.

It is a mystery to me why neither the casino nor the casino guru are talking about the other glitch (the one I am aware of and which is the reason I suspended and resumed the game).

If the casino guru has all the information,

I can answer the question I asked the casino, can't I?

Please explain the two glitches.

Based on that I can answer the casino guru's questions.

(I'm talking about why I suspended the game, why I resumed it, etc.)

Sad to say, but if the casino guru is making a speculative judgment that I am a skilled player and therefore cannot have been unaware of the glitch, then I must bring this issue to the license, etc.

For this reason, I want to make sure we have the right information on these two defects.

Dear andandjonnyx and Fairspin casino representative,

After carefully reviewing the time frames, it appears that andandjonnyx began playing the game only after receiving confirmation from the support team that the first bug had been fixed.

In light of this situation, I kindly request the Fairspin casino representative to provide clarification on the following matters:

a) Has andandjonnyx won a prize from the tournament following the correction?

b) Could you please specify the amount of money that andandjonnyx has gained as a result of the incorrect rake contribution? (publicly here)

If the value of the prize and the remaining balance in andandjonnyx's account exceeds the amount obtained from the incorrect rake contribution, it is expected that the casino will pay the remaining balance.

Thank you.

My reason for interrupting and resuming the game,

First I was in a tournament.

Therefore, I changed the frequency of play, etc., depending on the tournament situation.

may seem slightly unnatural assuming normal play.

Also, I believe I suspended for a period of time in July when I received an email from the casino.

This is because the casino's warning email was so vague that the casino could no longer be trusted.

I believe I then received an apology from the casino and resumed playing after they told me that the bug had been fixed.

It is a remuneration that I do not believe I have received,

・Tournament held in late June.

https://fairspin.io/ja/tournaments/1ee09da9-62ce-604c-acfc-3a1815a249af

I ran into the first bug while participating in this.

(At one point all players' points were out of whack)

As a result of this tournament prize money was not paid and I inquired about it,

The casino sent a very vague email claiming it was a warning.

The casino said on the 9th that it had already fixed the problem,

I believe that even after the correction, I still finished second and am still entitled to my prize money.

・Tournaments held in late July

I forgot the URL for this one and my account has been frozen so I can't confirm it.

I think I probably finished 4th or 5th and the prize money was $500.

I don't trust the casino's verbal explanations because I don't trust them,

Please post the URL of the tournaments I have participated in.

Cash Back

This casino paid some of the losing amount in cash back.

I think I lost close to $2000 just before they froze me.

Dear Casino Guru

For the record, I do not trust this casino statement.

(Nor do I believe they are capable of investigating the correct rake amount)

Since this casino has said that it will follow the orders of the casino guru,

I would like an order to lift the freeze temporarily.

I am confident that I can present the amount of rakeback received, etc. with proper evidence.

Hello!

We would like for it to be clear that in fact, there were no two separate technical vulnerabilities that took place, but one, despite the former player’s unconfirmed claims.

The fact still remains: The abusage of the specific technical vulnerability, which resulted in an unfair advantage due to the much higher amount of tournament points accumulated overall (with a subsequent notification sent to the user via email), the details of which were already provided to the CasinoGuru complaint specialist via email.

Based on this severe violation of the rules of our platform, the player’s right for the prize in the tournament he gained an unfair advantage was subsequently revoked, as such actions inevitably result in us taking appropriate measures, and the player was notified of it via email.

Once again, the amount the player won in a fair way was already paid out to them, and no additional payment may or will be carried out.

We would like to pay attention to the fact that all the actions the gaming platform took after multiple violations of the Terms & Conditions were only as according to the rules of our website, with the reference to the specific points mentioned above.

As the player agreed to them, they therefore must accept each and every action we took as the result of the entire situation. For your convenience, we may share the applicable rules in full in this thread, or via the email.

The exact amount of funds the player had received, which is the gaming platform’s internal information, unfortunately, simply cannot be shared in the private thread as according to our Privacy Policy, which must be strictly followed no matter the circumstances.

That being said, we would like to point out that the entire situation was explained via the private email conversation, and based on all the relevant information for this complaint, the ultimate decision was made. Thus, any additional details that are only based on the unconfirmed assumptions would be irrelevant, and should not affect it in any way

As such, we would like to once again mention that we have agreed to the CasinoGuru’s verdict, and already followed the prescribed recommendations as confirmed above.

Respectfully,

Fairspin.

That's enough.

Casinos are changing the ruling. Why don't you just follow the straight and narrow?

The casino has not acknowledged the first glitch, though,

I have found evidence and will submit it.

The subject is this tournament that I have put up several times

(https://fairspin.io/ja/tournaments/1ee09da9-62ce-604c-acfc-3a1815a249af)

This is the tournament standings at the time of the first glitch.

(Suddenly the rate of increase in tournament points for all players was dozens of times faster)

You can see that everyone's points are unusually high compared to the points at the end of the session.

(My final point, which you can see at the URL, is 35938.58, which is obviously not right since it is over 100,000 in this image)

At this point I was unable to determine if it was a glitch or if the rule was a point boost at a specific time, so I checked with support via live chat.

Please compare the points of "Luckyno7", which is in fourth place in the end.

Like me, it was a glitch and the points were 72372.68,

You can see that the points are now 25017.93 after the correction, can't you?

It is clear that the other points of the player, which can be seen from the URL, had an overall defect if compared to the first one.

A few hours later, probably in the process of correcting my points, my points suddenly dropped to 28.44, which I confirmed via live chat.

Perhaps they recalculated the points.

The second image clearly shows that I am clearly live chatting, and it is clear that this has nothing to do with rake as this is occurring for all players.

(I can see from the time that the live chat is being conducted immediately after the glitch and when my points suddenly decrease)

Assuming that shortly after this I received an email from the casino saying that I could not receive my winnings due to a glitch,

So how would I be aware of the existence of a glitch in the rake that I didn't know about before?

I may be a skilled player, but I am no esper.

This means that this casino is not even aware of the glitches that have occurred at their site.

At least "Gabriel Gr", the live chat partner, seemed to be aware of it, but he may not have been able to share the information.

How much credibility is there in such a casino's statement?

If the casino claims that there was only one glitch in the first place, what does the July 9 e-mail sent by the casino stating that the "glitch has been fixed" mean? I don't understand.

Dear Casino Guru.

I don't understand why you go to such lengths to defend this casino.

As you can see, this casino is lying about not knowing about a glitch that occurred at their site and that is also being talked about in the live chat.

By the looks of it, they probably did not submit any information (live chat history) to the casino guru about the initial glitch.

Even though I have provided extensive evidence and the casino guru admits that my actions were appropriate,

They still keep repeating the claim that I 'abused' .

I happened to run into the tournament points bug and consulted with them via live chat.

I then received the email from the casino, but I protested because it was a bug with unknown timing and conditions, and the expression that I had abused it was not correct.

The casino apologized and said that the bug had been fixed.

After receiving the email, I resumed playing.

Is there anything to blame for this series of my actions?

No need for further discussion.

Already I have wasted a month and a half of my time.

I can't keep up with them any longer.

It is impossible to calculate the amount of compensation since the casino will not cooperate in any way.

Please order me to pay 2500 euros.

If you are willing to impose a fee for this casino's rude behavior, I will gladly accept it.

If they do not pay, give them oversized black points.

Including the fact that the casino guru worked for mediation but the casino did not cooperate at all,

I will inform the licensee of what happened.

:

Dear andandjonnyx and Fairspin casino representative, 

We have taken into consideration the information provided by the casino regarding the technical vulnerability that allowed andandjonnyx to gain an advantage in TFS tokens, which were subsequently withdrawn into her balance. The casino has assured us that this amount is higher than the balance left on andandjonnyx's account. 

We would like to emphasize that any winnings generated from these funds should also be voided. 

Therefore, we have decided to support the casino in this claim. 

Dear andandjonnyx, if you believe that our decision is incorrect, we suggest that you contact the casino's regulator in this matter. 

I don't understand why you trust the casino's information.

I and the casino guru should have told to casino properly disclose the evidence.

This one is forced to provide various evidence because of the casino's lies.

My balance was at least 1100 euros, but I don't remember getting that much rake.

(Including unpaid tournament winnings, the total is over 2,000 euros.)

I can assure you that I was not playing solely on rakeback.

Winnings from tournaments played with my deposit money should be valid.

Also, for tournaments, it has been proven that even if points are reduced, the prize money will still be awarded.

The casino should be obligated to award winnings based on the correct points.

I have repeatedly asked for proof here, and the casino guru has it, right?

Please email me or describe it here with information on how much TSF I received on certain games the casino says.

This one has still not received any apology from the casino.

Why did the casino lie about the first glitch not existing?

Is the casino really incapable of sharing information?

please answer.

If the casino guru cannot properly investigate, please make arrangements for me to bring this to licensing.

I will compile the information and the casino guru should sign his name as being truthful about this.

(1) The casino had a "tournament points glitch" and a "rake rate 10 times higher for certain games" glitch.

(2) As a result of these two glitches occurring simultaneously, the casino blocked my account and confiscated my balance due to a misunderstanding.

(3) The mistake was proven by the casino guru and the casino ordered to pay me the amount based on the correct rake rate and tournament winnings.

(removing 90% of the rake from my balance)

(4) The casino claimed that 90% of the rake was more than my balance,

No objective evidence exists.

Also, other factors such as tournaments and cash backs are not explained.

(5) Casino claimed that there is no "tournament point glitch". However, this turned out to be a lie or they were not aware of it due to lack of ability.

As I have said many times, I can calculate the rake I have received by logging into the casino.

As it turns out I am not at fault in this case,

Casino Guru should ask the casino for permission to log in to resolve the issue.

To the Casino

Final Notice.

I have about $2500 left including my balance, unpaid winnings, etc.

The casino claims that I have received over about $2800 in rake and that if the rake is in good standing the payment will be lost.

(The rate at the time was 180 TSF = $1, which means I received approximately 500,000 TSF for a particular game.)

However, I do not recall receiving that much and the casino will not provide any proof.

In the future I will log into my account,

Or by asking the license to investigate the TSF earned,

I will know the official amount of TSF.

If $2,500 is more than 90% of that amount, casino will be paid the difference.

That would be fine, correct?

Dear Casino Guru

You have no complaints about this policy, do you?

If, as a result of the investigation, the casino decides to pay me,

Please recognize your lack of investigative skills.

My gut is churning because I have been deprived of money, time, and dignity.

Casino Guru may not understand the timeline, but I did not convert my TSF into dollars until much later.

(For example, at the time of the tournament in which I finished second, I had not converted, and was playing with only my deposit amount.)

Is the casino guru claiming that the winnings I received as a result of registering, depositing, and playing in the casino came from rake that I cashed in at a later date?

Does this mean I am a skilled player, an esper, and a time traveler?

Dear andandjonnyx,

Unfortunately, we are unable to provide you with any evidence obtained from the casino due to our company policy. From the casino's perspective, their actions are justified. It is important to consider that when calculating the TFS, any subsequent winnings from these funds should also be nullified. However, I understand that you still have doubts in this matter, and I encourage you to reach out to the licensing authority for further assistance. If you require my help, I am more than willing to assist you.

As I have explained many times, I redeemed my TSF just before my account was frozen.

Are you seriously claiming that my winnings from the money I registered and deposited at the casino came from TSF that I redeemed just before the freeze?

If so, how did I get past the funds that existed within the casino?

For example, let's say I have $1000 and I redeem my TSF and get $100.

Most of this $1,100 is my own funds,

The interpretation that it is all due to TSF is too incorrect.

If you ignore those circumstances and completely void the winnings, then you need to void the losses as well, right?

Only invalidating the convenient part should not be allowed.

In contacting the license, the signature of the casino guru is required.

That my previous assertions (1) through (5) are correct (please provide specific evidence, etc., if you wish to correct them),

The same is true for the justification of the rule that if the TSF is less than $2,500, the casino pays the difference.

As long as I cannot log into the casino, I cannot know my exact balance, and the casino will not provide any information.

We will have to settle for this much based on the evidence I provide.

As we know, the casino continues to deny their misunderstanding and the tournament point glitch itself.

because I want the licensees to only investigate TSFs that they have earned,

I would like the casino guru to properly assure us that they have already come to a conclusion about everything else.

Dear andandjonnyx,

I did not suggested that you were in time travel. I have already shared the formula that we believe should be used for fairness. No objections were raised, and the casino has informed us via email that you have actually won more money than you should have (according to the formula). You and I do not know the remaining balance in your account, but the funds from TFS tokens should be deducted. As for the tournament prize, it depends on your position, and there is still a conflict regarding the number of technical errors on the website. The casino has provided a clear explanation of the situation and has also provided supporting evidence. However, you mentioned that you would like to escalate this matter to the casino's licensing authority, and I support you in doing so.

I'm not sure how else we can assist you in this situation. Based on the information provided by the casino and their explanation of the situation, we are inclined to support their side. However, I agree with you that there is some missing data that could potentially influence the case. The casino has stated that certain data cannot be shared with us and can only be shared with the regulator. Therefore, if you believe you are in the right in this case, please contact the regulator. I am sorry but I am afraid I can't do more for you.

I understand.

Please assist me in contacting Licensing.

Specifically, an explanation of the circumstances to facilitate the TSF investigation.

Please strongly urge non-responsive casinos to be convinced about the investigation and subsequent compensation by the licensee.

Please submit your complaint here:

https://verification.curacao-egaming.com/validateview.aspx?domain=fairspin.io#contentComplaints

You need to do it on your own.

If you require any assistance or are unsure how to fill it out, please do not hesitate to contact me.