Fairspin Casino - Player's account was blocked.

I subscribed to the telegram channel of this casino, saw an advertisement for the tournament 'Superhero Clash – Round II' and decided to take part. I signed up and start playing. I had been making deposits and withdrawals for some time with no problem. At some point in time, I realized that at my stake level I would not take high places in the tournament. After that, I raised the stakes. I admit I raised them higher than I could afford. Then I began to lose and the amount of deposits amounted to 10,000 dollars in a row. After that, I recouped a little and decided to take a break. Placed second for a $1,000 tournament payout. As a result, since May 27 I have not been paid the rest of my balance. A clear reason is not provided, except for the words that they can make payments up to 10 business days. Prize money for a tournament that ended on May 31 is also not credited. Online support refuses to announce the rules of the tournament and don't say when the prizes will be paid and the payment from the balance will be made.

Thus by false advertising about huge and fast payoffs in telegram channel Fairspin provoked my play in this casino that led to a play at abnormally high level of betting there with refusal to pay the balance back and no payment from tournament.

Finally just today they announced my account is blocked and funds withheld.

Dear aletim,

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 how long were you a player of the casino and when exactly was your account blocked? How did the casino justify your account will be blocked?

What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)

Did you achieve your current balance with a casino bonus or a promotion? 

How were you informed about your placement in the casino tournament?

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

Thank you for your answer!

I have registered fairspin casino on 16 May played through till the May 27 when I did my last withdrawal request. Some checks were in progress till June 6th and on this date I got message on entrance to casino and to my email on account blocking. During the game I did few successfull withdrawals and no problems with my gameplay was announced by casino. They do a lot of misguiding advertising on telegram channel falsely stating abnormally large payouts to different players that actually a fake (if you know something about online casinos). In fact playing at 100 usd bet level makes this casino scared.

Casino provided a bunch of clauses I 'violated' at once. They are: 3.1.12, 5.8, 7.1, 11.2, 11.4, 12.10, 12.11 fairspin's T&C

I played live online blackjack only + welcome free spins on a given slots.

In accordance to fairspin's bonus policy only cash (own) funds can be used for the games. However I received some promos (welcome free-spins bonuses) in a total amount of 150 usd maybe, I had to cancel large welcome deposit bonuses because of inadequate wager x1200. x60 standard wager followed by the 5% game contribution rate for live blackjack. So to 'clear' 500 usd bonus you have to bet 600.000 usd at blackjack tables in three days only. This was just impossible. So I was not aimed at achieving bonuses or abusing casinos in any way. Freespins was just for fun. Crooked casinos always use the so-called 'welcome bonuses' to allege players and withhold balance based on 'bonus abuse'. This was not the case anyway. All valuable bonuses were cancelled by myself.

Tournament table with the results is available without even being logged in to account. Anyway you can follow your tournament position on the tournament's page at any time.

When I felt I'm losing 1st or 2nd places I started to play hard and casino caught me to do number of large deposits and blocked me right after not willing to pay this money back. According to the tournament's page I'm still on 2nd place.

Total balance left 6100 usd + possible 2nd place tournament payout of 1000 usd (that never happened) + some amount in frequent player points known as TFS token worth about 100 usd I think. All this seized.

PS. Yet one more thing, 13 minutes after they announced my account is blocked by email I got another email message from them stating they granted me with a deposit bonus of 1000 usd. But account is blocked. How to understand this?

Could you please forward the emails you received from the casino to my email at tomas@casino.guru?

Tomas, I have forwarded you 3 last emails from fairspin. One stating that some routine checkup in progress and nothing to worry about, another on my account ban and third granted me with a bonus after ban. Please confirm.

Hello!

The gaming platform team would like to take part in this complaint and specify some of the moments of this situation. 

We would like to specify some points of your complaint.

Your withdrawals have been completed correctly.

Only your last withdrawal takes time and has been canceled due to the result of the security check by our Security Department.

Result of check confirmed by gaming provider. 

Even with that specific of transaction - the whole process does not take longer than 10 days, which is set as the maximal period of time for completion of the withdrawal by "Terms and Conditions" of the gaming platform. 

Another part of your complaint - work of the Support Department of the gaming platform.

We have checked your requests in a live chat of the Support Department.

Responses have been provided to your requests.

We are always ready to provide you with actual information that we have and you can be sure that this information will be correct. 

Prize that you receive after blocking the account has been added automatically by the system and that is why you have received notification about that.

Bonus that you have mentioned has been added to your account correctly and the wager of your bonuses were x60 but not some x1200 that you have mentioned. 

In games that you have chosen to plate only 5% of your bet count to wager - that is correct but in the "Slot" type of games 100% of your bet count to wager.

This information stays exactly in the "Promotion" section of the gaming platform with all information about that offer.

We can not have influence on your choice of games but information about specific of offer stay available on the gaming platform and  our Support Department works 24/7. 

Also important part of that point of your complaint - the wager of your bonus can be completed with your bonus balance.

You can use your bonus balance to make bets in games by the "Playson" provider("Play with bonus" section).

That is a unique function of our gaming platform. 

At this moment the account of this former member of the gaming platform is blocked.

Reason of blocking has been provided - violation of the "Terms and Conditions" of the gaming platform(it has been mentioned in the notification letter that has been mentioned in this complaint).

All actions that gaming platform takes going due "Terms and Conditions" with which that former member of the "Fairspin" agreed upon the registration. 

We always care only about the best experience of every member of the gaming platform but it is possible only with the following "Terms and Conditions" that are set.

Respectfully,

Fairspin! 

As I understand, the casino.guru has not yet appointed an employee who will conduct the case and you have not been invited to clarify your position yet. It's good you are already here, hope you care about your reputation. In any case, thanks for the reply. Then I also allow myself to comment on the situation again.

Everything that I said about bonuses above is solely to stop speculations on bonus hunting. Yes, the choice of games is up to me. Yes, playing the games that I chose, I could not physically clear the bonus wager, except for the smallest ones. I aimed to play in the tournament and to generate turnover on bets to get tournament points. At some time, I realized that by playing at my level of stakes, I would not be able to fight for a place with good prizes. The casino started looking for reasons for non-payment only when I raised the stakes to $100 in ante. Apparently for this casino this is too big bet. A casino that advertises every week about mythical players who receive payouts of $100,000 within a day cannot afford to play by $100 bet? There was even a case of your advertisement where the casino claimed to have paid out the winnings of $4 million to ONE player within 24 hours. And miracle - this win passed the "provider check" (do you believe in this yourself?). You could stop my game at any time. But it was fine for you that I was losing every bet. I lost $10,000 in a row and made 5 large deposits in a row. If you accept my losing bets, you must pay my winning bets. Participation in the tournament is not a violation - why was my prize money not paid? Why was my own money seized? Since my balance was zero, my deposits have been exactly $10,000 and my account balance at the moment of blocking was $6,100 - why do you call that a "win"? Especially "large win"? I consider this A LOSS. A loss of 3.900 USD. Your top 5 withdrawals of the week in the amount of under a million dollars (which is obviously a lie) but payoff to player his own 6,000 is, in your opinion, a "big win". What is the logic?

Do business in a civilized way - if you don't want to play, that's your right. The balance was seized illegally. Pure manipulation on the part of a dishonest casino - while the player loses, let them play, initially knowing that if they win, they will not pay anything. I became a victim of false advertising of this casino in the telegram channel.

I demand the payback of a bonus for participating in the tournament (2nd place) and the return of my balance in full.

Thanks to both parties for your comments and explanations.

Thank you very much, aletim, for providing the necessary information. 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.  

Greetings all,

Hope you are well, and I am sorry for the delay.

I am sorry to hear about your unpleasant experience, aletim. Although I can see the casino already replied in the thread, there is no relevant information regarding your issue and a breach of the casino's Terms and Conditions. So, let's ask the casino to provide us with more details and information.

Dear Fairspin Casino team,

Could you please provide us with an explanation of the player's situation in more detail? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision 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! 

I am sorry for the delay.

Dear Fairspin Casino team,

Thank you very much for your email and the explanation.

Can you please look at my last email regarding this case and provide me with the requested details and information?

Hello!

Thank you for your letter and notification on this topic.

We have responded to your letter with required details.

The Gaming platform team is always ready to cooperate! 

Respectfully,

Fairspin! 

Greetings all,

Dear Fairspin Casino,

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

I am waiting for your response and 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 aletim,

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.

Thank you for answer. I think I have not quite understood what you said. So you beleive casino is not in it's right to confiscate money under (undisclosed) circumstances but you cannot say it? So how is this case going to be closed? By what reason and are there any warnings will be isued to casino?

I think you understand I'm not agree with funds confiscation as all the amount left on the balance is my own funds. So normally casino shall return the amount and close the case. It's not about the winnings

Dear aletim,

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

There is a play history in your account that indicates signs of suspicious activity and 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 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, unlike the gaming authority. So it is not like we believe the casino is not in its right, as you claimed. We simply have no options for how to find it out.

Regarding other questions - in case you confirm the successful submission of the complaint to the regulator, the case will be (temporarily) closed without penalization until the final decision of the regulator is made. Then we will proceed according to the information provided by the authority.

Basically, it's also about the winnings if there were forbidden and fraudulent techniques used to win them.

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."

They always refer to 'game provider's' report, so now you confirm you can't do anything about that, so normaaly all the issues should be resolved to casino's favour.

About 'accumulated winnings' upto this moment casino not granted me with a prize given for bets turnover and withheld my money. That was casino side who used forbidden and fraudulent techniques used to win. Total balance is 4600 to casino's favour. I lost this amount. Let them return the money and we are even - so that's fair. I played for tournament. If no tournament I would never play this tiny casino with false advertising. This is pure cheating. You know better than me of no sense to contact license issuer for private person.

All the garbage casinos tend to be on a first page of your 'recommended' list. Respectful casinos could hardly be found on 4-5th pages. I think you are bribed.

Thank you for your opinion, aletim.

I dare to disagree. They do not always refer to game providers' reports. However, in cases where they do, it means the game providers found out something during their investigation. If a player uses prohibited tactics and way of play to accumulate a significant balance, which gives them an unfair advantage over the casino, decreases the risk of loss, and gives the option to influence the outcome of a game - yes, and then it is understandable that we cannot do anything about it.

In case you accumulated the winnings in a forbidden way that causes a loss for the casino, your solution would mean that you (provided that you played in a forbidden way) either could win and withdraw more than you deposited or receive your deposits back, without any chance to lose anything as any other regular player. However, it does not work like that.

As for contacting the authority, from our experience, although it could take longer time, they review the cases in detail in cooperation with casinos and inform all involved about the outcome of their investigation.

So, now let's get back to my question and recommendation on how you can speed the process up or resolve your issue.

"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."

Please note this is the last time I am asking this question. There are only 2 options now.

• Submitting a complaint to the regulator - the case will be closed temporarily as unresolved until we know the final regulator's decision
• No reaction/non-cooperation/refusing to submit a complaint following our instructions - complaint rejection

Your next post will decide what will happen with this case.

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

All right, I will try to escalate this case to Curaçao eGaming

Thanks

Thank you, aletim, for your confirmation.

Based on the above-stated, we are (temporarily) closing the case as unresolved for now.

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. Of course, also the casino can provide us with an update.

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).

Please note in case we are not provided with the final outcome and necessary details in a reasonable time, the complaint will be reopened by casino.guru, after which we will subsequently require them.

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! 

Dear Branislav,

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

Dear aletim,

Our Team is in contact with the Complaint Specialist of the CasinoGuru and we continue communication about this situation in frames of exactly this complaint and similar that has been reopened due to the fact of the same subject of complaint. 

Respectfully,

Fairspin!

Thank you for your email, Fairspin Casino Team.

Dear aletim,

For now, just very simple questions.

I was informed that you are in contact with another player from our platform who also has got a reopened complaint about a similar issue.

Can you please confirm or deny this information?

If it is correct, 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, or when and how did he contact you?
• Complete communication between you and the other user (it should be the user "SergeySm")

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

Dear aletim,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, the requested information or details will be necessary.

Best regards,

Branislav, Casino.Guru