Fairspin Casino - Player's account was blocked.

My account was blocked all of a sudden. I have the KYC passed, I've been registered for quite a long time, I've reached the Explorer VIP level.

Recently I've been playing roulette in live casino, have been winning 100-200$ per day, was withdrawing part of the winnings and left some to invest into TFS tokens.

After several days the withdrawal was taking longer than usual (I've been withdrawing USDT), when I've contacted support after around 16 hours of pending they said the transaction was verified and I should've waited. After around 30 hours the they've blocked the account, saying I should contact the support. When contacted by mail, they've said:

"Hello, dear Fairspin client!The suspicous activity has been detected on your account by the Security department.

Unfortunately, we have to inform you that your account has been permanently blocked (without the right to restore access) for violating the Terms and Conditions of our site.

And also notify that when you try to create new accounts, they will be blocked without the right to withdraw funds (in case you make a deposit before this account is found)."

And copy pasted the TOS below.

When I reply asking what exactly I've violated, they just keep saying it's all in the email with TOS.

I have funds on the account 1000 USDT on the casino balance and around 280 000 TFS token, worth of around 1250$, they won't answer anything about if the funds can be withdrawn or not aswell.

Dear Abetor,

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 better understand the situation.

Could you please explain if you achieved your winnings using a bonus? Do the TFS tokens represent your winnings in the casino, or is the source of the balance not gambling-related?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Part of the sum could be considered bonus winnings, I deposited 500$ once for which I got a 200% bonus of 1000 bonus money, which I was able to wager and got the bonus 1000$, after losing the initial 500$, after that, I've also lost around 500 of the bonus money won this happened more than a month ago I think.

But mostly it's my deposit. I've had all of the money as TFS tokens to get the passive income and decided to deposit part of it back into the casino balance to play, I've played several days winning and withdrawing as I've stated and then I got blocked.

so in summary, the maximum of the deposit that could be considered as money given from bonus winnings is around 500$ or could be around 700$ if you also add the weekly cashback I got for all the time I've been there.

Thank you very much, Abetor, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear Abetor,

I am so sorry to hear your account got blocked. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.

Dear Fairspin Casino,

Could you please state why the player's account got blocked? Could you please provide us with the evidence? You can send it to my email address stefan.m@casino.guru.

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello!

Thank you for starting of that topic on your platform!

Gaming platform Fairspin will be glad to take part in that situation and provide you with required information and answers to all questions that have place. 

That situation has happened.

Account of the member of the gaming platform has been blocked permanently(without the right to restore access) for violating the Terms and Conditions.

According to Stefan's request we have provided more details about that situation through a letter.

Letter has been sent already and you can check information about that situation. 

Respectfully,

Fairspin! 

Dear Fairspin Casino,

Thank you for your response and the information provided. I have carefully reviewed your email, and our standpoint is as follows:

From our point of view, the player does not gain any advantage over the casino by opposite betting.

While the account should be closed at the discretion of the casino, we kindly ask you to consider paying the player, as we believe no unfair advantage has been used to gain the winnings.

I hope we can come to a mutual agreement.

Kind regards,

Stefan

Dear Stefan,

Thank you for your response!

At this moment we do not agree with your conclusion. 

We have provided you with a big reason and subject of such action from side of the gaming platform.

We ask you to pay attention to facts that we have mentioned in our letter that we have sent according to your request. 

If you require more details for the correct result of work with that situation - we can provide you with that through email. 

We will wait for your response and will be ready to cooperate further.

Respectfully,

Farispin! 

Now I think I'm getting to understand why they've blocked me, although I still don't understand why it's a reason to block.

My guess is that they're blocking me for playing in another casino at the same time, although how's playing in other casino is abusing fairspin? I've played in another casino, with different currency and different amount of bets, how's that in any concern with fairspin? In what way would anything change for fairspin, if I wouldn't play in another casino?

Dear Fairspin Casino,

Our point of view remains unchanged. The player hasn't gained any advantage over the casino. If you feel the player has gained any advantage, please let us know and provide us with proper evidence.

I am looking forward to your response.

Kind regards,

Stefan

Dear Stefan!

Gaming platform have sent you a letter to your email that you have mentioned earlier.

We really care to make things clear about that situation and wait for your response or result.

Respectfully,

Farispin! 

Dear Fairspin Casino,

I have responded to your email.

Dear Abetor,

Could you please explain what led you to play on the same table from a different account, in a different currency and with different amounts?

I am looking forward to your response.

Kind regards,

Stefan

Hello dear Stefan,

It wasn't just a different account, it was a different casino, Georgian, local casino. I was testing a black and red roulette strategy, trying to guess which would go next, strategy used in Georgian casino, was losing, strategy I used to guess in fairspin worked better, so I was winning there, first the summs were around equal, but after I saw which strategy was better I've increased the bet amounts on fairspin, I've hit 0, once or twice, which made me lose in both casinos, which I then broke even using bets only in fairspin, since strategy I used on fairspin worked better. Why I chose those two casinos to play in? Had to wager in Georgian casino, and as for fairspin casino, I had enough funds to test the strategy and try to break even in case of losing, plus I would get token points to stake TFS tokens for a better percentage, didn't think that playing in different casinos at the same time could be a problem, since I do it quite often in Georgian ones.

I don't quite understand what is fairspins problem here, I didn't get any advantage, since it's basically impossible in roulette, because the house always had an edge of around 2.7% because of zero, I can try to mitigate it using different strategies and increasing bets, but it also increases the risks of losing more, so mathematically casino still has an edge no matter what I'd do. I'm just trying to guess what will drop next, in cases of red/black or dozens or columns or similar, sometimes trying strategies I find on the internet that seem interesting, but as I said, it's mathematically always casino that wins, the only way to get advantage over a casino in a live roulette is to use the rigged balls, which usually is what casino does, not a player.

Dear Abetor,

Thank you for your response and the information provided.

I'm afraid that kind of behaviour is not allowed in casinos and has no signs of recreational play. As you mentioned above, you do this strategy in other casinos. Your strategy has no upside potential as the probability of winning any money is 0%, and the probability of losing is 2.7% each round.

We agree with the casino's procedure, and due to the AML Policy, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Stefan