Fairspin Casino - Pelaaja ei saa luvattua apua.

Due to gambling addiction, FairSpin wrote to me and promised as you can see in the mail correspondance: "From our side, we will cover part of those credits or loans, if you have some open at the moment". I have contacted the banks and loan companies and gotten the loan documents which is over 120.000$ in open dept at the moment, and i responded the attached email with this, and they didnt respond for a long time and they write that they cannot process what they did promise me.

They already promised me prevoiously for a partly refund due to the gambling addiction, which is a promise and binding email from the casino. I am not asking for a full refund, i am simply asking the casino to fullfill their promise to help cover some of the loans, as they promised in writings in their email, if i could prove any active open loans, which i do and i did sent them loan contracts. Total losses at FairSpin is 2375,79 USDT.

Dear mafj,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Fairspin Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Do you still have an active account at Fairspin?  
• Had you informed the casino about your gambling addiction before you lost your funds? If yes, can you please share your communication with the casino at natalia.b@casino.guru? 
• Can you also forward me the email with the promises that were made by FairSpin in regards to covering part of your loans?

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,

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi Natalia,

My account is now closed at Fairspin Casino. The reason for this email is that I did loose over 120.000$ across several Curacao licensed casino. So I did write to them including sending the loan contracts, ROFUS self exclusion (which has been active since 2019) and asking for a hope to recover some of the losses, because I am currently in dept for the next 15+ years with no money to live for. Multiple of the casinos did respond that they decided to refund net losses due to the fact that I was self excluded in ROFUS and funds came from loans I could not afford, and those 5 casinos have processed the payments and refunds (I did not inform of my addiction previous to deposits on any of those) but they decided to help me out. So Fairspin wrote the attached email you can see in the original message, that they will help cover some of the loans if they still exists, which Is their promise that I am asking them to hold, since they promised it as you can see.

I also just forwarded the email to you, thanks.

Dear mafj, could you please forward the whole communication between you and the casino to my email natalia.b@casino.guru? Please, don't paste the text from the emails, you must forward the emails themselves, otherwise it cannot be considered a valid proof.

Please specify if you ever explicitly informed the casino about your gambling addiction before losing your funds at the casino.

I did not just insert the text, I did forward the emails from FairSpin. When FairSpin responds they don't keep full mail correspondence, they only reply with the latest mail reply, therefore it is in individual emails from them. I have just sent another email attaching their emails instead of forwarding it. Let me know if you need anything further.

Dear mafj,  

Thank you for your response. I fully understand how distressing this situation is for you. However, since you have informed the casino about your gambling addiction only after losing all your funds, we cannot uphold your complaint. Please note that we are able to assist with the refund of lost deposits only in cases where the player explicitly states they are struggling with gambling addiction and the casino fails to take the necessary protective measures. Unfortunately, if you haven't notified the casino about your gambling issue, your funds are considered to be lost during the standard gameplay and cannot be reinstated.

Since your account has been closed, we cannot handle this case as a failed self-exclusion. I can only recommend that you request self-exclusion properly before you feel that you start to lose grip in the future.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day, hence, if it’s visibly marked you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, you also have the option to utilize our Self-Exclusion Assistance Tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm. 

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia