Fairspin Casino - Player's account is closed, withdrawal was cancelled.

Today, the 23rd of November 2023, after initiating my withdrawal process on the 16th of November 2023, I received an email stating that I had violated their terms and conditions. I must clarify that I've made other withdrawals without any issue. However, they told me that my account had been closed due to technical problems and that my withdrawal was denied and discarded. When I requested a chance to respond, they denied me the opportunity. I argued, "Given that I'm able to add credit via a bank transfer, win, lose, make withdrawals, and add more credit, how can I now be in breach of your terms and conditions after repeatedly requesting that they address the slow payment process?" They advised me to wait 10 business days, and I did, only to find out that my account had been closed and my balance of 70.19 USDT had been discarded. Who can explain at this point if they had a technical error and yet are blaming me due to negligence from the platform's staff?

Dear cfmisiones,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Fairspin Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise since when have you been a player in the casino? Is your account verified?
• Could you please cite which terms and conditions you breached according to the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of bonuses? 

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,

Tomas

Hello Tomas, if in November I am new, I arrived by recommendation.

If it is verified, I have received two previous payments,

This seems to be the reason. The only thing I play is slot machines.

I always cancel the bonuses because otherwise you are not allowed to withdraw.

Yesterday I spoke again and they insist on not being clear.

. Randy is the one who told us about Fairspin, when it was mentioned that in the first two withdrawals, they did not want to pay or they rejected the withdrawal, he told me to connect with support.

I did it and at first I felt like it was my fault for not knowing. Later, I realized that actually the end is that it costs them to pay.

Honestly, that money is to buy myself some shoes, so I have the money, it's not much, but I respected the rules, I deposit by transfer, I played, I won and I lost and I wanted to withdraw to know how to have a limit and not spend everything, you know that the The game must have personal control otherwise it becomes complicated. I always like to put a sum, if I see that I won withdrawal and if I am losing withdrawal so as not to spend the entire balance.

Thank you.

I leave the reasons by email that they sent me

Thanks for the explanation.

Please explain in more detail how much you deposited, which bonus was credited to your account (link or a screenshot of the promotion), and at which point you canceled it.

I'll await for your response.

It is true, the CEG academy, I discovered this by my own means, it strikes me that the operator has not informed me of this tool, as an end user, but hey, we are going to respect the already established forms and whatever is needed at your disposal .

You know what bothered me is that I am a working person and I was accused of something without defense, the only thing I ask for is my withdrawal and nothing more than that I do not intend to continue or recommend fairspin.

I felt very bad for the unempathetic treatment after explaining my defense, he didn't care.

Thank you very much, cfmisiones, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Thanks for your time.

Hello cfmisiones,

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

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

Dear Fairspin Casino,

Can you please explain the player's situation in more detail? Why has their account been closed and the withdrawal cancelled?

Thank you.

 

Kind regards,

Tomas

Casino.Guru

It seems correct to me, thank you very much Tomas.

Hello!

We would be glad to take part in this complaint in order to provide a clear overview of the situation that took place.

Firstly, it is to be mentioned that the client did receive all the relevant information on the matter via email.

During our thorough investigation of the account of the former user of the gaming platform, it had been confirmed that they were involved in an activity that blatantly violated the Terms & Conditions in order to gain an unfair advantage of our gaming platform.

As a result, the appropriate measures stated in the rules of our platform were taken towards the customer's account, with the explanation being provided to them via email.

The Gaming Platform "Fairspin" always follow Terms & Conditions and no action can take place if it's out of frames of it. 

We hope we could provide a concise explanation that would assist CasinoGuru in reviewing this case.

In case of any additional clarifications or questions - we are always ready to cooperate!

Respectfully,

Fairspin.

Good evening to all participants, I would like to know this point of reference about shamelessly, if you can be more explicit and please show the emails to which it refers, thank you. Or what was the result of gaining an unfair advantage?

If it can be clearer, this email?

Hello!

At this moment we specify general points of the situation.

In case of need we can provide more details to the Casino Analyst & Complaint Specialist through email. 

We understand that such a situation can be unclear at the moment but we can assure anyone that the gaming platform Team only follows processes that are set for such situations.

Respectfully,

Fairspin! 

Hello, good evening to all the participants, I can well understand the dissociation of the answer to the question asked previously, what I could not accept is the repeated refusal to provide a valid foundation that supports the statements, understand that as a responsible adult, I need of a solid foundation to understand the situation that you accuse with words like:

"activity that blatantly violated the Terms and Conditions to gain an unfair advantage from our gaming platform."

From already thank you very much for your time.

Dear Fairspin Casino,

Kindly forward everything that supports your decision to my email address: tomas.k@casino.guru

Please let me know once you do so. Thank you.

Dear Tomas! 

Our Team already sent you a letter with additional details about the situation that became the subject of this complaint.

We really hope that provided details will help you in working with that complaint.

We always care about the correct way of working with every situation and are always ready to cooperate!

Respectfully,

Fairspin! 

Dear cfmisiones,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions. This is because you violated the casino's terms and conditions by exploiting the currency exchange rate system, which gave you an unfair advantage over the casino. Such behaviour is considered fraudulent, and we cannot disclose further details to prevent other players from abusing the system.

The casino acted correctly and within its terms and conditions.

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 any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

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

Best regards,

Tomas

Casino.Guru