Fairspin Casino - Player’s withdrawal repeatedly rejected for insufficient turnover.

Hello,

I made deposit of 750$ to this casino, I played Sports a little and I made withdrawal request of 600$ as made too big deposit by mistake and decided that that big balance is not needed, they rejected it due to not required turnover. So I played more Crash,Roulette,Sports and my total turnover is now at least 3x of my amount deposit so I requested withdrawal again, that got again rejected due same reason.

This casino use unfair practice and force me to play only Slots to make turnover of my 750$ deposit, however they before explained I can also do it in other section but it count as 1/3, I did and they still don't allow me to withdraw. I don't like slots personally and I don't want to play it, I told them that and asked what turnover is counted and left they ignored my question and forced me to play slots.

I tried to find this requirement in their Terms of Services but I couldn't so in my opinion this is very unfair practice.

Dear nikolaygul,

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. 

• Was this your only deposit in the casino?
• Have you completed KYC verification?
• Could you please explain which games you played in an attempt to complete the wagering set out by the casino?
• Have you played with minimal risk? (for example, placing bets on red and black on roulette at the same time)
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Hi

1. Yes I deposited only 1x 750$
2. Yes I'm verified
3. Crash, Roulette, Slots, Sports, BlackJack
4. In some % yes, however despite roulette my turnover in Blackjack/Slots/Crash/Sports is at least 3x of deposited amount.

Meanwhile I placed 840$ bet in their sports and won it, I reqested withdrawal of 1627$ and it got rejected again then again played some games and requested withdrawal of 1608$ and again got rejected.

I checked their rules again and can't find any that describes such a turnover requirement.

I sent you mail with conversations.

Hello, after last withdrawal request I got following e-mail from support:

"Hello!

Thank you for choosing Fairspin!

We are sorry to know that you have such an opinion of our website, and that you have encountered such difficulties.

However, according to our data all the bets you have made on our website were minimal risk bets, hence why you wagering process cannot be properly accounted. 

We always care about every and each transaction you make on our website and your withdrawal request can still be processed!

In order to withdraw your funds, please make sure you wager the amount of your deposit for the amount of x1 of your initial deposit amount.

You can do so by simply playing any game on our website! According to our data, you still need to make bets for a total amount of 686 USDT by simply making bets in any game on our website. 

Keep in mind that this is a standard requirement for withdrawals on our website as stated in the rules of our website.

Once you do so, please make a new withdrawal request and we will be glad to process it for you - nice and easy!

Respectfully,

Fairspin"

I wanted to wait until CasinoGuru reply in this complain as I didn't want to play there anymore because I fullfiled already requested turnover in my opinion but I decied that I will do this turnover and try resolve this issue faster.

So I did 715$ turnover in Aviator with -45$ loss and I requested withdrawal of 1563$, I hoped it will be finally accepted and paid out but I was wrong, they again rejected it.

This is pure scam casino that never pays out I'm tired of this, I don't want to play there anymore I fullfiled their turnover requirement that officially doesn't exist and they still don't want to pay me

Thank you very much, nikolaygul, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.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.  

Hi nikolaygul,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Fairspin Casino to the conversation to participate in the resolution of this complaint.

Hello!

The Gaming Platform Team was waiting for this invitation and we will be glad to take part in this complaint to make it clear.

To prevent any misunderstanding we would like to specify some points.

"Gaming Activity" is one of conditions for successful withdrawal and any new member of the Fairspin confirms that he or she agrees with that point upon registration.  

In order to make a withdrawal, members of the Gaming Platform shall play a Game through the Website using active deposited amounts at least once prior to withdrawal. 

This procedure is in line with anti-money laundering practices.

We must pay special attention to the fact that exactly amount of bets that has been made must be equal to the amount of the deposit. 

Also that situation includes another important point that is set by Terms and Conditions. 

Any member of the gaming platform will use a member account solely and exclusively for the purpose of participation in the Games and not for any financial or other reason, participation in the Games will be strictly in personal non-professional capacity for recreational and entertainment reasons only.

That point is mentioned due to the fact of betting history of this member of the gaming platform. 

Mentioned bets in the game "Aviator" and bets in the "Sport" section can not be counted due to the fact of the low coefficients of it.

That is why we kindly ask to fulfill the condition of the gaming activity in the "Slot" type of games. . 

The Gaming Platform is always happy for every new win of every member of the gaming platform.

We do not refuse to complete withdrawal request of nikolaygul.

As soon as the requirement of the "gaming activity" will be fulfilled - we will be happy to process the withdrawal of our member of the gaming platform. 

Respectfully,

Fairspin! 

Hello Fairspin

During registration, I did not find such rules in your regulations, so I do not respect the rule that you impose on me only after I submitted a request for payment.

Please specify points of your Terms Of Services where it is clearly described that user must wager deposit amount at least once in only SLOTS type of game and that Crash, Roulette, Sports, BlackJack does not count in this requirement.

If you provide me this rule, I can fulfill it as I accepted your rules while registration, otherwise you are forcing me to play slots which I don't like because it leads me to compulsive gaming.

Dear Fairspin Casino team,

Thank you for your reply. Do I understand correctly, that the player deposited and played with their real money funds of $750, wagered $3000 on various games, and the funds have not yet met the 1x wagering requirement? Could you kindly indicate the location in the casino's Terms and Conditions where this is mentioned?

Dear nikolaygul,

All mentioned points are set on the Fairspin and upon registration you have confirmed that you know Terms and Conditions of the gaming platform and agree with it. 

Also we must specify that points of the Terms and Conditions of the gaming platform work separately and can work in connection with other points - that is why we have mentioned not only simple one point previously. 

Dear Peter,

Amount of the last deposit of this member of the gaming platform is equal to 750 USD and that is absolutely correct. 

However, bets that can be counted as part of fulfilling the gaming activity requirements are much lower than 3 000 USD and it is equal to 328 USD now.

Exactly amount mentioned is the amount of bets that we can count as fulfilling the requirement.  

Previously we have mentioned that any member of the gaming platform will use a member account solely and exclusively for the purpose of participation in the Games and not for any financial or other reason, participation in the Games will be strictly in personal non-professional capacity for recreational and entertainment reasons only.

Bets in specific games with low coefficients simply can not be counted to the fulfilling of the gaming activity requirement due mentioned point. 

Both of the mentioned points that take part in that situation can be found in the Terms and Conditions of the gaming platform.

To be more specific: 

Gaming activity requirement can be found in the Account, pay-outs and bonuses - 5. Withdrawals from your member account - 5.3. To free Your Member Account balance and withdraw all Your funds, You must first cancel any bets or other actions that You have made that remain outstanding. In order to make a withdrawal, You shall play a Game through the Website using active deposited amounts at least once prior to withdrawal. This procedure is in line with anti-money laundering practices;

Second part which was dedicated to the specific use of the member account based on point of the Terms of Service section - 3. Your obligations as a user - 3.1.3. You will use the Website and Your Member Account solely and exclusively for the purpose of Your participation in the Games and not for any financial or other reason, Your participation in the Games will be strictly in Your personal non-professional capacity for recreational and entertainment reasons only.

We hope that with such clarification we made the situation clearer and will resolve that situation. 

Respectfully,

Fairspin! 

Dear Fairspin Casino team,

Thank you for your explanation. We fully understand the importance of the anti-money laundering agenda, however it should be enforced fairly. First of all, the terms above only state that the players have to wager their deposits once and don't specify any "allowed" games. Even if the games were specified, this practice dictates players what games they can play with their real money funds. That makes an impression of bullying the players rather than serving the purpose of anti-money laundering, especially, if the player played several types of games. Unless there's some solid evidence that proves money laundering, we see no reason why the player shouldn't be able to withdraw their funds.

Dear Peter,

We are really sorry to hear that any type of incorrect impression might take place. 

With your last update we think that the main point to state - Fairspin always respects every member of the gaming platform and we always care about only the best experience for everyone. 

But best experience can be provided only in frames of the Terms and Conditions of the gaming platform with which every member of the gaming platform agrees upon registration. 

As we have mentioned before, we can not consider bets in the games with low coefficient as part of fulfilling the gaming activity requirement. 

Such activity is not in frames of simple entertaining use of the member account. 

Exactly that specific is the reason why we ask member of the gaming platform to fulfill the gaming activity requirement in the Slot type of games in that situation. 

Luck is already on the side of the customer.

Amount that is still left to fulfill is not that big and conditions not that difficult because member of the gaming platform is free to choose any game of the Slot type. 

After completion of the gaming activity requirement we will be happy to complete withdrawal with all of possible new wins.

Respectfully,

Fairspin! 

Dear fairspin,

You first forced me to do 3x turnover of my deposit, despite that your ToS claims, only 1x turnover is required, after I managed to make this turnover requirement at all cost, I think it was even 2 times 3x deposit amount due your multiple rejections, you say that my "activity is not in frames of simple entertaining use of the member account." what kind of scam is it?

I had intention to entertain playing in your Sports and Casino ( blackjack etc.), I made too big deposit which I realized after fact and felt insecure because compulsive gambling episodes in the past and I wanted to not lose my whole money instantly so requested partial withdrawal.

Because of your unfair practice my joy has decreased. I'm forced to play slots games which I don't like because I lost much money in the past on them.

Dear nikolaygul,

To be more clear we ask you to stay in context of all information that has been provided. 

The X3 requirement can be used in the usual process of fulfilling the gaming activity requirement but only in the "Sport" section. 

Such conditions are set by provider who represent exactly the "Sport" section on the Fairspin. 

At the same time we informed you not only about fulfilling the gaming activity requirement in the "Sport" section but also in "Slot" type of games. 

In the "Slot" type of games that requirement is X1 but not X3. 

Also we must state that the gaming platform can not be responsible for your deposits.

That type of transaction is only in your area of responsibility.  

We can care about all sides of your withdrawal and we always do that but for correct processing all conditions of that type of transaction must be fulfilled. 

We are truly sorry that you might have any type of negative impression.

Our Team really wants to provide you only with the best experience but that is possible only by following Terms and Conditions of the gaming platform.

Respectfully,

Fairspin! 

Dear fairspin,

This is unbelievable that 1 day you accept 3x sports or other games turnover requirement and next day only 1x slots turnover is accepted and so on, you already changed this statement 3 times...

You clearly do not follow your Terms of Condition, maybe it's time to update them so these random rules will be described?

Your team is only focused on optimizing the profits as I can see instead of providing fair and best experience.

Dear nikolaygul,

We ask you to pay your attention to the information that has been provided in frames of this publick complaint - it will help to exclude wrong impressions.

As it has been mentioned before, your activity in the "Sport" section and other types of games can not be considered as using your account for simple entertaining.

That is why requirements to fulfill gaming activity conditions exactly in the "Slot" type of games take place. 

All processes and requirements take place only according to the point of the Terms and Conditions with which you agree upon registration. 

We are truly sorry that you might have any type of negative impression.

As soon as requirements will be fulfilled by you - we will be happy to complete your withdrawal with all of your winnings.

Respectfully,

Fairspin! 

Dear Fairspin Casino team,

I would like to ask you to explain this:  "your activity in the "Sport" section and other types of games can not be considered as using your account for simple entertaining". You can send me an email if you don't want to publish it in the thread (peter.m@casino.guru).

Dear Peter,

We really appreciate your attention to all parts of this situation.

Our Team has sent you a letter to your email with more details due your request.

We really hope that will help us to work with that situation and resolve it.

Respectfully,

Fairspin! 

Hi all,

We are discussing the issue internally. I will keep you updated.

Dear nikolaygul,

In what state is your wagering and balance currently? Have you played since?

Hello

I have not play since last time and I don't mind, I will be kinda disappointed if you just waited that long with a wish that I will just play slots there, like the operator wish.

I had already done

1528$ in crash

1402$ in sports

45$ blackjack

35$ slots

Thank you nikolaygul for the update.

Dear Fairspin Casino team,

Since the player fulfilled the following condition: "...members of the Gaming Platform shall play a Game through the Website using active deposited amounts at least once prior to withdrawal." they should be either able to withdraw their funds or their original deposit should be refunded. The player played with their real money funds and there's no information in the casino's T&Cs stating what games have higher AML wagering requirements (we strongly suggest you add that information to the T&Cs). If the player doesn't get his funds back, the complaint will become unresolved.

Dear Peter,

We appreciate your cooperation with this case.

Our Team can agree with your point. 

You can be sure that we will fix that and our Team appreciates your assistance with that point of this case. 

Important changes will be stated in the Terms and Conditions soon. 

At the moment we agree that withdrawal request of the nikolaygul can be completed.

In fact it is completed already from the side of the gaming platform.

Respectfully,

Fairspin! 

Hello,

I would like to confirm that I've made withdrawal and got paid already.

Thank you Peter and Casino Guru for fairly resolvement.

Thank you Fairspin Casino team for your help and for looking at the issue from the player's perspective.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, nikolaygul, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter