Fairspin Casino - Player seeks refund due to account reopening.

In January 2023, I informed this Casino that I was addicted to gambling and requested the closure of my account.

A few days ago, they allowed me to reopen it, knowing that I am addicted, and permitted me to deposit and spend over 11,000 euros.

I am seeking a refund.

Dear Dezanove19,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru.

• Did you specify in that request for how long you wish your account to be suspended and the reason why?

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,

Petronela

Hi Petronela,

I already sent it to you.

I sent emails in 2022 and 2023. Several emails.

In all of them I mentioned that I am addicted to the game.

Fairspin, despite knowing, always opened my account immediately after my request.

As you know, an addict does not control their actions and it is up to the Casinos to have mechanisms that prevent them from playing.

Fairspin does the opposite, taking advantage of people's fragility!

FairSpin stopped responding to me completely!

Here is an example of a Casino that doesn't care about people, it only aims to make a profit and take advantage of players.

Hi Dezanove19,

I have checked the terms and conditions and this is what I found (here):

SELF-EXCLUSION

Last updated: 4 May 2023

All capitalized terms not otherwise defined in this document shall have the meanings ascribed to them in the Terms of Service.

TOOLS

We offer a number of tools to help You plan and control Your gaming activity. Keeping track of how much You play for is something We recommend all Our players, and that You can easily do by following Your transaction history.

COOLING OFF

If You want to take a break from gambling, We offer the option of suspending Your Member Account for the time You need, giving You some time to cool off and reflect on Your gambling situation. To request self-exclusion, You should contact Our customer support via email at support@fairspin.io. to confirm Your decision to proceed with self-exclusion, name the reason for self-exclusion and choose the time period of blocking: 24 hours, 7 days, 1 month, 6 months, 1 year or for an indefinite period of time. Should You wish to close Your Member Account for another time period You can always contact our customer support who will be happy to help you with this request.

Both of your forwarded emails appear to have been sent to an email address different from the one listed in the terms and conditions. Have you sent any emails to support@fairspin.io? Ideally, please forward the original email to petronela.k@casino.guru instead of screenshots.

Thank you.

Hello,

All emails were sent to the address you provided.

I will forward it to Petronela.

Here are two prints with the email.

FairSpin assigns names to the email.

Thank you very much, Dezanove19, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Dezanove19,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

Be aware that this is the third case I am assigned to assist you with. One case was resolved, and one was rejected as unjustified. It is not my personal decision, but a decision made according to our policies. I will discuss your request to be assigned to someone else with my team.

Dear Dezanove19,

We have also addressed your Fairspin case, and the decision is that if you seek our assistance, you must work with me. My focus is on responsible gambling issues, and it is not up to your decision or preference to choose who handles your case. Can you please tell me if you wish to proceed with the resolution or if you prefer me to close the case?

Dear Fairspin Casino team,

May I kindly request your reaction and explanation of the situation?

Dear Fairspin Casino team,

Thank you for your cooperation. Based on the evidence and information provided by the player, the account was initially closed due to a gambling problem. Can you confirm this? When an account is closed due to a gambling problem, it should never be reopened. There are a few exceptions when it is relevant, after many years when it is possible for a player to be treated, with a sufficient reopening process, including a cooling-off period so you are sure you are not allowing a relapsed person to lose in your casino.

Dear Fairspin Casino team,

player provided multiple screenshots where he clearly informed your support about a gambling problem. Has he received any information on what he should do?

Could you also explain in more detail what is meant by an unfinished self-exclusion process so it is more understandable?

Here is the evidence that FairSpin is lying.

In 2023, they responded to my self-exclusion request saying that the account was blocked at my request, due to gambling addiction, and that I would never be able to open it again.

Further proof of the blockade!

Dear Fairspin Casino team,

Although I do trust you, I ask these questions to ensure compliance with responsible gambling practices. You do not need to be short, I need all the details so I fully understand what has happened. May I kindly ask you to cooperate?

The player provided multiple screenshots where he clearly informed your support about a gambling problem. Has he received any information on what he should do?

Could you also explain in more detail what is meant by an unfinished self-exclusion process so it is more understandable?

Evidence can be forwarded to my email address jozef.k@casino.guru.

FairSpin already has other complaints on this topic, including one that was not closed due to nothing being able to be concluded.

There is no doubt, this Casino does not comply with legislation and good practices regarding responsible gaming. On the contrary, it takes advantage of addicted and sick players to make money.

They took all my money, taking advantage of the fact that I was addicted.

This Casino even uses the word Fair to deceive and convey an image of seriousness, when it is not.

I will only give up when they give me my money back.

I understand that if they don't return the money and admit the mistake, they should not be on Casino Guru or recommended.

Dear Jozef,

The Fairspin Team is always ready to cooperate with CasinoGuru and provide all available information. 

Letter with detailed information to mentioned points has been sent to your email. 

We hope that it will help to resolve the current situation.

Respectfully,

Fairspin! 

Hello,

For my part, I've already sent everything!

Does FairSpin send letters? Why don't you send communications.

We are waiting for Jozef's decision.

Thanks

Dear Dezanove19,

be aware that my communication with the casino team is still ongoing. I will get back to you as soon as it finishes.

Dear Jozef,

Thanks for your response.

The timer should remain where it was.

Regarding FairSpin's stance, it is unacceptable. They closed my account due to an error and reopened it just because I asked.

They have to admit their mistake and reimburse me!

If they do not, they cannot be recommended by Casino Guru.

Thanks

There were 4 days left until the deadline ended and Jozef set the timer at 6 days.

FairSpin lied to Casino Guru themselves and they continue to recommend it…

Anyway, more of the same.

As an addict, I was left without my 12 thousand euros. Casino Guru always sides with Casinos and favors them with deadlines.

This deserves to be investigated by the authorities.

Dear Dezanove19,

I am still in contact with the casino team. Be aware that the casino team does not want to issue a refund. Since you never completed the self-exclusion process, this means that when you informed them about your gambling problem, they emailed you back, providing a 24-hour cooling-off period. You should have contacted them again to confirm your self-exclusion, but according to their records, you never did.

I can confirm that you would have been much safer if you had completed that process. However, I believe this process is not in line with the terms and standards of responsible gambling. The cooling-off period for a problem gambler to change their mind does not make sense. Therefore, I believe this process was flawed, and based on all the information I have now, I believe you deserve compensation.

This is last update with last information I have. I will certainly update you when there is more. But, if you are unhappy with my process and want to close it, I can close the case but in that case the only solution would be rejecting it and redirecting you the the licensing authority.

Dear Dezanove19,

the casino team requested more time for the case evaluation. I am extending the timer by 7 days.