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I am submitting a formal complaint regarding my experience with the online gambling website fafaspin.com, which I believe has acted unfairly and without transparency in relation to my account and winnings.

I recently accumulated winnings totalling $1,944 AUD on the platform. When attempting to withdraw these funds, my withdrawal request was rejected five separate times, with no clear or specific explanation provided on any occasion.

Following these repeated rejections, I was eventually informed that my funds had been forfeited entirely, again without my consent. The only explanation given by the platform was an allegation of "suspicious betting activity." However, they have failed to provide any evidence, examples, or clarification as to what this alleged activity entails.

Compounding this issue, I have since discovered that my betting logs and account history appear to have been deleted or are no longer accessible, preventing me from independently verifying my activity or responding meaningfully to their allegation.

I made extensive efforts to resolve this issue directly with the operator, including:

Spending several hours communicating via their live chat system, which appears to be operated solely by an AI chatbot that provided repetitive, non-specific responses and did not escalate my case.

Attempting to contact the company through Facebook and Telegram, both of which have received no response.

At no point have I been able to communicate with a human support representative.

For context, I have deposited approximately $700 AUD in total on this platform over time, making me a legitimate customer engaging in normal use of the service.

Key Concerns:

Unjustified rejection of withdrawal requests without explanation.

Confiscation of winnings without consent or evidence.

Allegations of wrongdoing without transparency or proof.

Removal or inaccessibility of betting records.

Lack of access to human customer support.

Failure to respond to alternative communication channels.

Requested Outcome:

I am seeking:

A full explanation, including specific evidence, of the alleged "suspicious betting activity".

Restoration of access to my betting history and account records.

Reinstatement and payment of my legitimate winnings ($1,944 AUD).

A proper review of this operator’s conduct and customer support practices.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Fafaspin.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any successful payouts from the casino in the past?
• Did you achieve your current balance with the help of a bonus?
• Have you passed account verification

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

Best regards,

Tomas

I'm not sure if I have received any successful payouts from the site previously as the history doesn't show all my transactions.

I'd say it's very likely as I have deposited more money into that casino than others.

I wasn't betting with a bonus at the time.

There is no account verification required for the website.

Dear PleasantPat,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello PleasantPat,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I regret to inform you that our ability to assist you will be very limited since your case is very similar to multiple others that have been raised with us. We have received multiple complaints in the past from Australian players regarding several questionable casinos operating without an official, reputable gaming license and with a very low safety index rating. While for a certain time the casinos might operate relatively fairly and occasionally even pay out winnings, these casinos often employ strategies to avoid paying out winnings in most cases, a higher amount of winnings—such as issuing fake payment confirmations, accusing players of rule violations without providing solid evidence, the winnings not being recognised by the game provider, or employing other tactics that operate at the very margins of fair and ethical conduct. On top of this, their customer support has proven unhelpful. Unfortunately, based on all the above and our experience, the likelihood of reaching a positive resolution regarding your case with this casino appears to be very low. I strongly advise against any further deposits to this or other similar casinos, and make sure to check the reviews of each casino before depositing your money.

I also recommend that you check our article Scam Casinos and the Practices They Use | Casino Guru

Please be assured that this is not intended to cause further concern. I understand this situation may already be frustrating enough for you. I feel it’s important to keep you clearly informed about the current situation, while also keeping realistic expectations of what can be accomplished from our end.

Nevertheless, I will make an effort to contact the casino and see if there is any way I can assist you.

We would like to invite FaFaSpin Casino to join the conversation.

Dear FaFaSpin Casino,

Could you please provide further clarification along with supporting evidence outlining how the player allegedly violated your rules? Additionally, I would appreciate it if you could share the evidence regarding the alleged "suspicious betting activity" attributed to the player so that it can be independently investigated, especially as there are concerns regarding the authenticity of these allegations.

If there are any factors relevant to the situation that cannot be shared publicly, please send them directly to me at michal.k@casino.guru.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear PleasantPat,

I have attempted to contact the casino; however, as anticipated, this did not lead to any meaningful assistance.

Regrettably, the casino team has not demonstrated a willingness to engage constructively in this matter, which leaves me with no option but to conclude your case as Unresolved.

I understand that this is not a satisfactory outcome. However, the impact on the casino’s rating resulting from unresolved complaints may encourage a reconsideration of their approach. Should the casino choose to respond and handle the matter appropriately in the future, the case can be reopened, and you will be notified accordingly.

As the casino operates without a valid and recognizable licence and does not reference any alternative dispute resolution (ADR) service, there is unfortunately no regulatory authority available to escalate this matter further. The only potential course of action is to consider legal action in your jurisdiction against the casino, but this falls outside of our competence.

Additionally, I strongly recommend exercising caution and avoiding the casinos listed under Money Pot Pokies - Premium Australian Gaming Partnership Hub, as they appear to be operated by the same entity, and there is a high risk of encountering similar issues.

For the future, I would encourage you to choose casinos based on independent reviews and ratings and opt only for those with a good rating to help minimize the likelihood of such situations.

I regret that we were unable to provide more assistance on this occasion.

Best regards,

Michal

Casino Guru