Fairspin Casino - Player’s account has been reopened.

Hi

I would like to get some help with this casino please and I would like some help getting a refund for the amount 1600

So I had an open account with the casino and I then sent them an email on the 22/9/2021 - requesting for my account to be permanently closed with no chance of reopening.

I tested this and tried to log in and my account was closed - perfect.

Then I contacted chat support the next day and asked for my account to be reopened - no one responded to me on chat support and no verification was done and no safe gambling questions was asked to me.

Then again when I tried to log back in again everything was working ok and I was able to deposit to play.

I shouldn't have been able to re open the account as I had asked for it to be permantley closed - also there was no confirmation from anyone in chat support, no verification nothing done.

This is really not right and I believe goes against all safe gambling laws.

Please help me get my funds back from them.

I have all copies of transcripts and screen shots of their terms and conditions if you need this.

Thanks

Dear babsbh ,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who’s are addicted/with gambling problems).

Could you please specify the reason for closing your account? Would you be so kind and forward me the account closure requests which you sent to the casino? My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Hi I have sent this to you now 🙂

babsbh, thank you for your reply and email. Please, let me explain - self-exclusion is a responsible gambling tool that is available for players who have serious gambling problems. Only in this case do casinos have the obligation to close accounts without an option to reopen them.

Unfortunately, from your emails, I see that you requested account closure because the casino didn't give you a free bonus after you asked for it. I am sorry, but for this reason, we cannot proceed with this complaint as failed self-exclusion and from our point of view, the casino didn't do anything wrong.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified.

Hi

thanks for you response

the issue I have here is as per my email I asked for the account to be permanently closed with no chance of reopening

their terms and conditions don’t say I need to specify anything else other than that

also when reopening an account are they almost supposed to ask me verification and ask me safe gambling questions ? None of that was done in this situation

babsbh, please understand that we would of course investigate this case if the reason for closing the account was gambling addiction (as only in such cases is the casino obliged to close the account and keep it that way). However, it was not and as I explained previously, the casino didn't do anything wrong by reopening your account, since you didn't even hint at problems with gambling.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.