The player from Brazil had his withdrawal refused due to a betting rule that was not mentioned in the terms and conditions. He was informed that he needed to bet his deposit once only on certain game types, a piece of information that had not been communicated to him earlier. The casino alleged that the player exploited a technical vulnerability in the game "Craps". After reviewing the case and the casino's terms and conditions, we determined that the casino's requirement for the player to meet the conditions of gaming activity (the total amount of bets needed to equal the amount of the last deposit) in slot type games before withdrawal seemed reasonable. Despite the player's disagreement with this, we recognized the casino's approach as a standard practice in such situations, and thus the player's complaint was rejected as unjustified.
Fairspin Casino - Player’s withdrawal rejected due to the undisclosed betting rules.
Amount: €947
Fairspin Casino
Safety Index:Below averageUnjustified complaint
REJECTED
Case summary
Hello, I tried to make a withdrawal, but it was refused because I had to bet the amount deposited once, so far so good.
but it turns out that these bets must be made on specific types of games, this is not in the T&C, I looked it up here and it's only mentioned on the promotions page when one of the promotions opens, and I'm not using any promotions.
Yesterday I spent hours playing a game, and after refusing my withdrawal, I was told that this slot didn't contribute. Again I read the T&C and it doesn't say anything about this
That seems illegitimate to me.
Dear denilson781,
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 specify which game you played when attempted to clear the obligatory deposit wagering?
Could you please send me the communication between you and the casino regarding the obligatory wagering of your deposits? My email is tomas@casino.guru
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
Was it possible for you to check the progress of the obligatory wagering in the casino?
Have you cleared the obligatory wagering by playing other games in the casino?
It is not possible to check the progress of bets, nor is it asked in the chat how much bet remains.
and yes, I spent hours playing believing that I met the withdrawal requirement, I lost approximately 50EUR, but when I tried to withdraw I was told that I could not have played in this game
Thank you very much, denilson781, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.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.
Hello denilson781,
It's Michal again. I have taken over this complaint. I have reviewed this case, and I will contact the casino to see if I can help.
We would like to invite Fairspin Casino to join the conversation.
Dear Fairspin Casino,
Can you please provide information on why was the player's withdrawal rejected? If the player played without an active bonus there should be no game restrictions for playing with real money.
Hello Michal!
We will be glad to take part in this complaint and make it clear.
Situation described in that complaint has taken place.
According to the "Terms and Conditions" of the gaming platform withdrawal available after fulfilling 2 clear conditions.
To be more specific - make a deposit and the amount of bets must be equal to the amount of the last deposit.
Reason that becomes the start of that situation is the gaming activity of the client.
Our Security Department detects that player have engaged in activities that severely violate the rules of our platform.
More specifically - abusing a certain technical vulnerability while playing a game in order to take advantage of our gaming platform.
That is forbidden on our platform.
With that specific situation we show loyalty to the player and have corrected active balance.
Now player need to fulfill conditions of the gaming activity(amount of bets must be equal to the amount of the last deposit) in slot type of games.
Such a decision had taken place due to the specific situation that has been detected.
At this moment the mentioned requirements have not been fulfilled.
Right after fulfilling the requirement - we will be happy to complete the withdrawal request of the player.
Respectfully,
Fairspin!
I made it clear, I didn't exploit any vulnerability, I just entered the casino, and opened my favorite game and started playing, I didn't notice any abnormalities, I can pass the access credentials of other casinos, and you will see that I only play two games, craps and crazy time.
How can you say that I had knowledge and abused such a flaw!
and even so, it doesn't seem legitimate to me, there is no clause that allows this change, on an extraordinary basis.
Thank you for your response, Fairspin Casino team.
Please forward any evidence of your suspicion of abusing a certain technical vulnerability to me at michal.k@casino.guru
Dear denilson781,
The casino has this mentioned in its T&Cs
So the above-mentioned by the Fairspin Casino team is a fair requirement. Once you fulfill the conditions of the gaming activity (the amount of bets must be equal to the amount of the last deposit) in slot type of games your withdrawal should be processed the standard way.
That's exactly why I'm dissatisfied! it just says that I have to bet the amount deposited, it doesn't say anything about a weighting table for specific types and games!
I deposited and bet once the amount deposited on the site, exactly as stated in the T&C.
Dear Fairspin Casino team.
Please forward any evidence of your suspicion that the player supposedly abused a certain technical vulnerability to me at michal.k@casino.guru
Dear Michal!
We are always ready to cooperate.
Details of that situation have been sent to your email.
Our team hopes that mentioned details can help you with this situation and will make it clear.
Respectfully,
Fairspin!
Thank you for your email, Fairspin Casino team. I have replied back and am awaiting further information to better understand the whole situation.
Dear denilson781,
What bonuses have you claimed in Fairspin Casino?
Hello!
We would like to specify some additional details to help to solve this complaint.
Member of the gaming platform play "Craps" from the "Live Casino" section.
That is a live type of game.
Due to the mentioned technical vulnerability of this game, results can not be counted as correct.
The amount of bet that counted to the wager requirements of the bonus was incorrect.
That is the reason why gaming platform have taken action.
After fixing the results we informed the player about that.
At this moment member of the gaming platform have funds on active balance.
We do not refuse to process withdrawal that can be requested but it can be completed only after fulfilling the conditions of gaming activity(amount of bets must be equal to the amount of the last deposit).
That condition can be completed in any game from the "Slot" section of the gaming platform.
After successful fulfilling of the mentioned condition - we will be happy to complete withdrawal of denilson781.
Respectfully,
Fairspin!
Thank you for the explanation, Fairspin Casino team.
Dear denilson781,
From our point of view, the casino's requirement seems reasonable. Once you fulfill the conditions of the gaming activity (the amount of bets must be equal to the amount of the last deposit) in slot type of games your withdrawal should be processed the standard way. Just to avoid any confusion, the "ball & ball" game is not considered to be a slot game.
Dear denilson781,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
I disagree with this, it is not in the T&C.
It just says: bet once. and no, only bet once on slot games. What do you mean, casinos can create rules that are not in the T&C.
Dear denilson781,
I understand that from a user experience view the situation is not the best, however, as the casino team has mentioned above.
Due to a technical vulnerability of the game "Craps" from the "Live Casino" section. The amount of bet that counted to the wager requirements of the bonus was incorrect.
The casino has this mentioned in its T&Cs
So with this in mind, the casino's requirement seems reasonable, as you are still able to get your winnings. Once you fulfill the conditions of the gaming activity (the amount of bets must be equal to the amount of the last deposit), your withdrawal should be processed in the standard way.
It is up to you if you accept this or not, but we can't disagree with the casino's approach in this situation as this is quite a standard aproach.
Dear denilson781,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
It seems reasonable to me that the casino allows me to bet once the amount I deposit, on any game.
since the T&C does not specify that it must be played on "slots".
this for my current balance, balance without bonus
Dear denilson781,
As I mentioned previously, I understand that, from a user experience perspective, the current situation may not be ideal. However, as mentioned by the casino team, there was a technical vulnerability in the game "Craps" within the "Live Casino" section, which resulted in an incorrect calculation of the bets that contribute to meeting the bonus wagering requirements. Considering this, the casino's requirement appears to be reasonable since you can still receive your winnings. Once you meet the conditions of the gaming activity in slot games (where the total bets must match the amount of your last deposit), your withdrawal will be processed in the usual manner. Whether or not you choose to accept this is ultimately your decision, but we can't disagree with the casino's approach in this instance, as it aligns with standard procedures.
The situation has been fully explained to you, and you are aware of what needs to be done from your side to receive your winnings, so no further investigation from our side is needed.
After gathering all the information, your complaint can be closed either as resolved or rejected as unreasonable because the casino has acted in accordance with standard procedures.
If you still want to take your complaint further, feel free to contact the Curaçao eGaming Authority, but I will not further pursue this case.
Dear denilson781,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Dear denilson781,
Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this, we are, unfortunately, forced to reject this complaint as unjustified because the casino has acted in accordance with standard procedures.
Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Michal
Casino Guru
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