Fairspin Casino - Das Konto des Spielers ist aufgrund eines Selbstausschlusses eingeschränkt.

I returned to play at this casino without remembering that I was self-excluded. I made a deposit as usual, played, and upon trying to withdraw my earnings, I received this email.

The casino accepts players' money and keeps it as if it were theirs.

This is a crime and fraud.

I do not recommend any player playing here and I ask Casinoguru for help to recover the funds.

voltei a jogar neste casino sem me lembrar que estava excluído, depositei normalmente joguei e após tentar levantar recebo este email.

o casino aceita o dinheiro dos jogadores e fica com o dinheiro como se fosse deles.

isto é crime e fraude.

não aconselho nenhum jogador jogar aqui e peço ajuda ao casinoguru para conseguir reaver os fundos

Dear Aringarosa87,

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

• When did you close the previous account?
• Have you tried looking for the account closure request?
• When did you create the new account and when was it closed?

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,

Kristina

Hello, the account was closed about 30 days ago.

the new account was created earlier, about 60 days ago

Olá, a conta foi encerrada à cerca de 30 dias.

a nova conta foi criada antes, à cerca de 60 dias

i closed the accounts in all casinos after this fraud.

casinoguru is not helping me and is allowing a casino that takes customers' money to be recommended on the front page.

The case is before the Portuguese online gaming authorities and is going to the media who have shown an interest in sharing the fairspin casino scams.

i've lost all confidence in online gambling and i'm going to do everything i can to get more players to stop going along with this scam!

encerrei As contas em todos os casinos após esta fraude.

o casinoguru não me está a ajudar e está a permitir que um Casino que fica com o dinheiro dos clientes seja recomendado na primeira página.

o caso esta nas autoridades portuguesas de jogos online e vai para a comunicação social que demonstrou interesse em partilhar as fraudes do casino fairspin.

perdi toda a confiança em jogos online e vou fazer de tudo para mais jogadores deixaram de compactuar com esta fraude!

Thank you very much for your reply, Aringarosa87. Have you tried discussing this issue with the casino? Could you please forward all the communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

thanks for the reply, i have already sent the conversations to the email. The fairspin casino stands by its decision to take my money when it accepted my verified account and allowed me to play normally. The case is affecting me greatly and I have taken a break from all online casinos as I have lost all trust in casinos.

obrigado pela resposta, já enviei as conversas para o email. O casino fairspin mantém a decisão de ficar com o meu dinheiro quando aceitou a minha conta verificado e permitiu jogar normalmente. O caso está a afetar me bastante e fiz uma pausa em todos os casinos online pois perdi toda a confiança nos casinos.

Thank you very much, Aringarosa87, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@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 Aringarosa87,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Fairspin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Hello! 

We really appreciate the invitation to this complaint and will be glad to take part in it for further resolving. 

Generally that is a simple situation.

Aringarosa87 made a request for blocking of the member account with reason gambling addiction. 

That request has been processed correctly by our Team with further notification with specificity to this situation.

We would like to clarify that the mentioned specificity includes a permanent block of the member account without any possibility to restore it and former member of the gaming platform can not be member of Fairspin anymore. 

In case of detection of any other created account by a former member of the gaming platform who has gambling addiction it will be blocked permanently too without any possibility to restore it and funds held in additional member account(s) will be immediately forfeited and no winnings shall be paid out under any circumstance.

With mentioned points we have the fact that a former member of the gaming platform knew about the possibility of actions in case of his further activity on Fairspin. 

Our Team took action that is set for such a specific situation due all processes that have been set. 

In case of any other clarifications or requirements for additional details - we will be glad to cooperate. 

We always care about only the correct resolution of every situation!

Respectfully,

Fairspin! 

This is completely absurd and surreal.

So if the player is excluded, how do they accept deposits from players? They wait until the players try to

withdraw their winnings to decide this.

This is exactly like a robbery. The casino keeps the money that isn't theirs, the players deposit, gamble and can only lose? Surreal!

Isto e completamente absurdo e surreal.

Entao se o jogador está excluído como é que aceitam os depósitos dos jogadores? Esperam até os jogadores tentarem

sacar os ganhos para decidirem isto.

isto é exatamente igual a um roubo. O casino fica com o dinheiro que não é deles, os jogadores depositam, jogam arriscam e só podem perder? Surreal!

Dear Fairspin Casino,

Did the player use the same personal information for the second account as well as for the original account?

Yes same information, account verified, deposits accepted, they accepted me to play normally.

Sim mesmas informações, conta verificada, depósitos aceites, aceitaram que eu jogasse normalmente.

Dear Michal,

We are always ready to cooperate and provide all available information.

To create an account new members of the gaming platform must use a unique email and phone number. 

Accounts of the Aringarosa87 did use the same personal information during the identity verification process.

However, Aringarosa87 has not completed the identity verification process right after registration or before making any deposit. 

As soon as we detected that situation - we took action. 

That detail does not change the fact of violation of the Terms and Conditions of the gaming platform. 

Also we would like to pay special attention to the main fact that a former member of the gaming platform has been warned about consequences in case of registration of any other accounts and using it. 

We can assure you that our Team always cares about every situation that might happen and exactly this situation is no exception. 

In case of any other clarifications or requirements for additional details - we will be glad to cooperate. 

We always care about only the correct resolution of every situation!

Respectfully,

Fairspin!

Dear casinoguru, the account was fully verified, fairspin casino is lying!

once again they prove that they are not an honest casino, they are only in the market to steal from customers.

it is not acceptable for a casino to do this to players who have already lost

money playing there like me, to remain at the top of the list of casinos to play at.

this is pure fraud.

And all the details that the casino claims doesn't change the fact that the casino didn't respect gambling addiction, nor does it change the fact that the casino has no moral right to

I deposited with a verified account, I played and now they're going to take my money for whose sake? This is surreal.

Caros casinoguru, a conta estava totalmente verificada, o casino fairspin está a mentir!

mais uma vez provam que não é um casino honesto apenas estão no mercado para roubar os clientes.

não é aceitável um casino que faz isto aos jogadores que já perderam

imenso dinheiro a jogar lá como eu, se mantenha no topo da lista dos casinos a jogar.

isto é pura fraude.

E todos os detalhes que o casino alega não altera o facto do casino não ter respeitado o vício de jogo, nem altera o facto de o casino não ter qualquer direito moral em

ficar com o dinheiro que não é deles, eu depositei com conta verificada, joguei e agora vão ficar com o meu dinheiro por alma de quem? Isto é surreal.

Dear Fairspin Casino,

I understand where you are coming from, and I absolutely agree that multiple accounts on the platform are an issue. However, if a player self-excludes due to a gambling problem, and then creates another account, the system is set in such a way that they are asked to verify only AFTER they deposited and played, and only when they were trying to withdraw. They should not be able to deposit in the first place. The right course of action in this case would be to refund the player's deposit, and close their account permanently.

Dear Michal,

We really appreciate your response. 

Terms and Conditions of the gaming platform Fairspin state clearly that identity verification might be requested for completion with a specific process on the member account.

However, the identity verification process is not part and not a condition for registration of the member account. 

As it has been mentioned earlier - we took action right after detection of that situation. 

With those points we can clearly see that Aringarosa87 violates Terms and Conditions of the gaming platform and information that has been provided after blocking of his original account. 

We can assure you that all processes completed correctly from side of the gaming platform. 

Such situations have our special attention. 

In case of any other clarifications or requirements for additional details - we will be glad to cooperate. 

We always care about only the correct resolution of every situation!

Respectfully,

Fairspin!

This is really surreal 😂

Isto é surreal mesmo 😂

I'm just asking casinoguru to remove this casino from the suggestions, not because of the value because I lost 10x more in that casino, but this isn't fair to the players.

Eu já só peço ao casinoguru para remover este casino das sugestões , não é pelo valor porque perdi 10x mais nesse casino, mas isto não é justo para os jogadores.

Dear Aringarosa87,

When you created the second account, what phone number did you use for this purpose? Was the phone number yours?

Yes, all the data is the same, just another email and everything has been accepted

Sim todos os dados são os mesmos, apenas outro email e tudo foi aceite

Dear Fairspin Casino,

Can you confirm the fact that the only information that was different in both accounts was the email address? Was it the same phone number used in both accounts?

Dear Michal, 

There were more than two accounts created by Aringarosa87.

Every new account of the former member of the gaming platform has a unique email and phone number.

As we have mentioned earlier - to create an account new members of the gaming platform must use a unique email and phone number.

In case of any other clarifications or requirements for additional details - we will be glad to cooperate. 

We always care about only the correct resolution of every situation!

Respectfully,

Fairspin!

Dear Fairspin Casino,

Can you provide me with proof that would support your statement about the player's telephone number and email address? You can post the evidence here or send it to me directly at michal.v@casino.guru

They must still be making more excuses or fabricating false documents 👀

Ainda devem estar a arranjar mais desculpas ou fabricar documentos falsos 👀

Dear Michal,

We will provide a response to that request here to stay clear and prevent any type of misunderstanding. 

Aringarosa87 really used the same phone number but only during the identity verification process. 

Exactly with data of identity verification we have confirmed that there is more than one account created by Aringarosa87. 

However, for registration different data has been used. 

Unique data for registration is the basic mechanic of the Fairspin and it always works in the same way - it excludes possibility for incorrection during registration process.

With that said, we can be sure that there is no mistake with that part of this situation. 

Respectfully,

Fairspin! 

and pay what they owe? No?

e Pagar o que devem? Não?

Dear casinoguru, I think it's quite clear what fairspin is doing to me.

I've already seen that they're going to continue to cheat me out of the €500 I won fair and square.

my question to you is: will you continue to recommend this casino in order to cheat your members?

Caro casinoguru, acho que está bastante claro o que o fairspin está a fazer comigo.

ja vi que vão continuar a querer burlar me os 500€ que ganhei justamente.

a questão que coloco é: vão continuar a recomendar este casino de modo a enganar os vossos membros?

Just to remind casinoguru that this site still has my money and is still at the top of your recommendations.

if you can't help me any further let me know and I'll raise my case on other sites like trustpilot.

thank you.

Só para relembrar o casinoguru que este site continua com o meu dinheiro e continua no topo da vossa recomendação.

se não me conseguirem ajudar mais digam me que vou expor o meu caso noutros sites como o trustpilot.

obrigado.

Dear Aringarosa87,

Can you comment on the casino's statement that you used a different phone number for registration and for verification? Were these phone numbers yours or one of them was made up purely for the cause of registration?

?? The casino already told you that the cell phone number was the same! I've always just used the phone number

?? O casino já vos disse que o número de telemóvel foi o mesmo! Sempre usei apenas o número de telefone

The casino said that there were different data used for registration and for verification. This fact would suggest that a player would be able to create an account with a different phone number, but when they would verify their account, they would change their phone number in the "account" section of their profile to match the number from the first account.

Dear Fairspin,

Do I understand correctly that the player would NOT be able to create another account while using either the same email, or phone number, or both? The system would prevent them from creating a new account with information, that are matched to already existing account?

The phone number was always the same, only the emails changed

O número de telefone foi sempre o mesmo, só mudou os emails

Dear Michal,

As we have mentioned before - registration process requires unique data to create a new account.

Our Team has checked that mechanic to confirm that there is no mistake with that type of function. 

One member account can be created by using only unique data during the registration process. 

The registration process can not be completed if potential members of the gaming platform use the same data that has been used upon registration of other accounts. 

Respectfully,

Fairspin! 

The cell phone number was exactly the same as always. Don't be fake and show casinoguru your account details.

I always used the same cell phone number, ID card, tax number, etc...

fairspin casino cannot be on your recommendation list and commit these crimes against players.

O número de telemóvel foi exatamente o mesmo de sempre. Não sejam falsos e mostrem os dados da conta ao casinoguru.

usei sempre o mesmo número de telemóvel, cartão do cidadão, contribuinte etc…

o casino fairspin não pode constar na vossa lista de recomendação e praticar estes crimes com os jogadores.

In fact, the fraud casino in

has already confirmed that it was the same cell phone number. I don't know why they're still lying LOL

aliás, o casino da fraude em

questao, já confirmou anteriormente que foi o mesmo número de telemóvel. Não sei porque ainda continuam a mentir LOL

I'm extremely disappointed with casinoguru.

I don't expect anything from fairspin casino, they're a dishonest casino that swindles customers, I've accepted that.

what i don't accept is casinoguru seeing this fraud exposed and proven and keeping this casino that robs players at the top of the recommendation list.

i have lost all trust in you. I've been a member of the site for a long time, I've played in more than 20 of your casinos and you've simply ignored me.

Estou extremamente desiludido com o casinoguru.

do casino fairspin já não espero nada, são um casino desonesto que vigariza os clientes, já aceitei.

o que não aceito é o casinoguru ver esta fraude exposta e provada e manter este casino que rouba os jogadores no topo da lista de recomendação.

perdi a minha confiança toda em vocês. Já faço parte do site a imenso tempo, já joguei em mais de 20 casinos vossos e vocês simplesmente ignoraram me.

Dear Aringarosa87,

If you are extremely disappointed with us because we are trying to find out where the truth lies in this case, then I am really sorry and I don't really know what to say to you. You can not expect a complaint to be automatically and instantly ruled in the player's favor without due investigation, which takes some time, and patience. Also, you can not ask us to simply remove a casino review from our site. I hope you will understand.

Dear Fairspin Casino,

Do I understand correctly that it would be possible for a player to register with a different phone number, but then, after the account is created, they could change the phone number in their account section to the one that was already used for registration and verification once?

Dear Michal,

We really appreciate your attention and clarification. 

New members of the gaming platform can register only with a unique phone number.

After registration the phone number can be changed but it can not be changed to the same phone number that has been used upon registration of any other account that is already present on the Fairspin. 

That is a basic mechanic and it works correctly. 

However, the identity verification process has its own specificity.

During the identity verification process every member set data again in frames of this process. 

We would like to mention again that exactly with data of the finished identity verification process this situation has been detected. 

In case of any other clarifications or requirements for additional details - we will be glad to cooperate. 

We always care about only the correct resolution of every situation!

Respectfully,

Fairspin!

This fraud has already taken too long to resolve. I'm going to report this to trustpilot, I'm going to block my access to casinoguru, and I want to ask casinoguru to close my account.

i understand that casinoguru can't force the casino to pay back the money it steals from players, but i don't accept that even if they verify the theft, they continue to promote this casino to players

Está fraude já tomou demasiado tempo a ser resolvida. Vou denunciar isto tudo no trustpilot, vou bloquear o meu acesso ao casinoguru, e quero pedir ao casinoguru para encerrar a minha conta.

entendo que o casinoguru não possa obrigar o casino a pagar o dinheiro que rouba aos jogadores, mas não aceito que mesmo verificando o roubo, continuem a promover este casino aos jogadores

I withdrew my criticism of casinoguru in the trust pilot, but I hope they sanction this casino fairspin for real, because this theft cannot be allowed!

Retirei a minha crítica ao casinoguru no trust pilot, mas espero que sancionem este casino fairspin de verdade, pois este roubo não pode ser permitido!

Dear Fairspin Casino,

Forgive me for the confusion, but I still do not understand how was the player able to even create an account, since you have stated there needs to be unique information for creating an account. The player claims the information was identical in both of his accounts. Can you tell me specifically what information was different? Did he use another email?

Just another email, but everything else was the same. They'd already allowed me to do the same thing before, now they've come up with a scam.

Apenas outro email, mas tudo o resto foi igual, aliás já me tinham permitido fazer o mesmo anteriormente, agora é que se lembraram de vigarizar

Dear Michal,

We will be glad to cooperate and help you with that question.

As it has been stated earlier - to create an account on the gaming platform new member must use unique data. 

Member account can not be registered if data already has been used to create any other account. 

That is basic mechanic and there were no incorrections with it.

Aringarosa87 has used unique data to create every new account.

That is how other accounts have been registered. 

For every new account new data has been used. 

However, during the identity verification process Aringarosa87 has used the same data and exactly with that type of information new accounts have been detected. 

If there still will be any questions or clarifications - we will be glad to cooperate further and help to resolve this situation. 

Respectfully,

Fairspin! 

Dear casinoguru, as you can see, casino fairspin just evades the questions. I already mentioned here exactly what happened. I provided all the same data, just a new email address, the casino accepted the data and the account was verified.

the casino accepted the deposits, and when it came time to make withdrawals, the casino decided to close the account after all.

it's simple, it's a scam!

Caro casinoguru, como podem ver o casino fairspin apenas foge às questões. Eu já referi aqui exatamente o que aconteceu. Eu forneci todos os dados iguais, apenas novo email, o casino aceitou os dados e a conta foi verificada.

o casino aceitou os depósitos, e na hora de fazer levantamento o casino decidiu afinal fechar a conta.

é simples, é burla!

Dear Fairspin Casino,

We have established that the only discrepancy between the two accounts in question was the email address, while all other personal information

remained identical to the original account. I believe this to be insufficient and the player should not have been able to create a new account after the initial closure of the first account due to gambling addiction.

The fact that the player was able to create a second account without intentionally circumventing the casino's security measures by providing different personal information than his own—aside from using a different email address—highlights a potential gap in the registration process. As email addresses can change over time, this discrepancy alone should not be considered an attempt to bypass self-exclusion protocols. This situation indicates that the current registration process may require additional safeguards, particularly due to the lack of information needed for registration, and also the absence of mandatory verification prior to making deposits.

I recommend enhancing the registration process by incorporating additional personal information fields, enabling a more robust system to identify users attempting to create new accounts post self-exclusion. Furthermore, I believe it would be appropriate to refund the player in this case, given that no fraudulent or deceptive personal information was provided during account creation.

Please let me know how you would like to proceed with this matter.

Dear Michal,

We really appreciate your response with points mentioned in it. 

However, we must specify some moments and come back to points that have been mentioned earlier. 

First and main thing will be the confirmation of knowing and agreement to follow Terms and Conditions of the gaming platform upon registration of the original account and all others from the side of the former member of the Fairspin. 

The original account of the Aringarosa87 has been blocked with the first request.

No violation of standard process took place. 

After blocking the process Aringarosa87 received information about that specific situation one more time. 

To be more specific - former member of the gaming platform has been informed that in case of opening of any new account after blocking of the original member account had been closed for the reason of gambling addiction, any funds held in additional member account(s) will be immediately forfeited and no winnings shall be paid out under any circumstance.

All processes that take place during registration are set with specific standards and we can assure anyone that there is no violation or incorrections with it. 

We would like to remind that all accounts of the Aringarosa87 have been blocked right after detection of the owner.

It has been detected after compilation of the identity verification process. 

With all mentioned facts anyone can see that there is no violation of any point of rules and mechanics from the gaming platform. 

If there still will be any questions or clarifications - we will be glad to cooperate further and help to resolve this situation. 

Respectfully,

Fairspin!

Dear Michal,

As you can see, this casino operates dishonestly.

You have already proven that this casino is unreliable and steals from players.

The casino lets the players check the account, lets the players deposit to lose money, lets the players play freely, and when it comes time to make withdrawals they remember to close the account and withhold all the winnings in a criminal way.

I want to ask you to expel this casino from your site, and I want to ask for help to find out where else I can complain about this casino.

I have exposed it in several casino lives on twitch for everyone to know but I wanted to know if there is any institution that protects players to expose this fraud.

this casino has already given me several problems and I will not tolerate this nor will I ever shut up.

Thank you.

Caro Michal,

Como podem ver este casino opera de forma desonesta.

Ja deu todas as provas que este casino nao é confiavel e rouba os jogadores.

o casino deixa os jogadores verificarem a conta, deixa os jogadores depositarem para perder dinheiro, deixa os jogadores jogarem livremente, e na hora de fazer levantamentos lembram se de fechar a conta e reter todos os ganhos de forma criminosa.

Quero pedir vos para expulsarem este casino do vosso site, e quero pedir ajuda para saber onde mais posso reclamar deste casino.

expus em varias lives de casino na twitch para todos saberem mas queria saber se ha alguma instituição que proteja os jogadores para expor esta fraude.

este casino já me deu vários problemas e nao vou tolerar isto nem me vou calar nunca.

Obrigado.

Dear Fairspin Casino,

I appreciate the advantages that a streamlined registration process can offer to the platform, such as ease of access and a simplified user experience. However, I must emphasize the significant challenges this poses concerning self-excluded players.

This matter is complex, as it involves a delicate balance: on one hand, ensuring adequate protection for players struggling with gambling addiction, and on the other, addressing potential misuse of the system by individuals with dishonest intentions. Both sides of this issue merit careful consideration to ensure fairness and responsibility.

To clarify my perspective and avoid any misunderstandings, I propose the following approach in cases involving self-excluded players:

• Refunding Deposits Only: The amount refunded to the player should be limited strictly to their deposits. This ensures that players who self-excluded due to gambling addiction are neither rewarded with winnings nor penalized with losses.
• No Winnings Entitlement: Players in this category should not be entitled to any winnings. Allowing such claims could set a precedent that undermines the integrity of self-exclusion policies.

A resolution based on this principle would represent a fair compromise, ensuring that neither the player nor the casino experiences undue financial loss. By refunding only the player’s deposits, the platform can uphold its commitment to responsible gambling while mitigating potential abuse of the system. Please, let me know how you wish to proceed in this matter.

Dear Michal,

Fairspin is an independent project that operates in full compliance with industry standards, legal requirements, and the terms set by our licensing authority.

We would like to address the core of the complaint and clarify the reasons behind the situation.

The violation in question pertains to multi-accounting and the use of accounts after they were blocked, in this case, due to addiction.

This constitutes not only a breach of our platform's rules but also a violation of generally accepted standards within the gaming industry.

In response to the complaint and its underlying cause, a comprehensive and conclusive answer has already been provided, confirming that all actions were carried out correctly and in accordance with established protocols.

We trust that the points outlined will assist in reaching a correct resolution in this matter.

Respectfully,

Fairspin

Dear Michal, this casino has more than proved that it cannot be on the list of suggestions.

the casino accepts Portuguese players illegally, has no license to operate in Portugal and does not comply with Portuguese casino rules.

the casino accepts players who exclude themselves due to gambling addiction, it has accepted me twice.

the casino lets players check their account and deposit, lets them play and when it comes time to withdraw they use fraud schemes with clauses that are not legal.

i just ask you to remove this casino from your site out of respect for me

who have been your customer for years, and out of respect for all the players who use your site to trust casinos.

i also ask you to help me find out where i can complain about this casino so that it will stop committing fraud.

if there is any way to contact the providers I play with like pragmatic hacksaw pgsoft etc, and if there is any other platform I can use to report this fraud.

thank you

Caro Michal, este casino está mais que provado que não pode estar a lista de sugestões.

o casino aceita jogadores portugueses ilegalmente, não possui qualquer licença para operar em Portugal e não cumpre as regras de casino portuguesas.

o casino aceita os jogadores que se excluem por vício de jogo, aceitou me por duas vezes.

o casino deixa jogadores verificarem a conta e depositar, deixa jogar e na altura da retirada usa esquemas de fraude com cláusulas que não são legais.

apenas vos peço para retirarem este casino do vosso site por respeito a mim

que sou cliente vosso a anos, e por respeito a todos os jogadores que usam o vosso site para confiar em casinos.

peço também ajuda para saber onde posso reclamar deste casino de forma a este casino deixar de cometer fraudes.

se houver alguma forma de contactar as provedoras que jogo como pragmátic hacksaw pgsoft etc, e se há alguma outra plataforma que possa usar para comunicar esta fraude.

obrigado

Dear Fairspin Casino,

Can you tell me exactly how many accounts did the player have?

Dear Michal,

There were 3 accounts registered by Aringarosa87 in total.

First original account were blocked due to a request of the former member of the gaming platform with the mentioned reason.

After that two more accounts have been registered by Aringarosa87. 

Respectfully,

Fairspin

Dear Michal,

This casino looks like a comedy, honestly,

I registered an account, and after a while I asked to be excluded due to gambling addiction,

the casino allowed me to create a new account and I played there for a while where I lost more than €10,000 and there was never any problem on their part,

I requested exclusion again for the same reason of gambling addiction,

the casino again allowed me to create a correctly verified account, and now when it comes to withdrawing just €500 the casino acts like this.

i never asked them for the money deposited in the account to which the casino should be obliged to return the thousands of euros lost,

I only asked them to accept the pending withdrawal.

this is a scandal, it's surreal how this issue continues to drag on. Either the moderators of this fairspin casino are incompetent or they are fraudulent.

I will never let this go unpunished and I will always continue to claim what is mine.

if the casino continues to want to cheat me I will take legal action and ask for compensation for all the money lost in that casino!

Caro Michal,

Este casino parece uma comédia sinceramente,

registei uma conta, e após um tempo pedi para me excluir por vício de jogo,

o casino permitiu que criasse uma conta nova e joguei lá uns tempos onde perdi mais de 10mil€ e nunca houve problema algum de parte deles,

fiz novamente pedido de exclusão pelo mesmo motivo de vício de jogo,

o casino permitiu novamente que eu criasse uma conta verificada corretamente, e agora na hora de levantar apenas 500€ o casino age desta forma.

eu nunca lhes pedi o dinheiro depositado na conta na qual o casino devia ser obrigado a devolver me os milhares de euros perdidos,

apenas pedi para aceitarem o levantamento pendente.

isto é um escândalo, é surreal como este tema continua se a arrastar. Ou os moderadores deste casino fairspin são incompetentes ou são fraudulentos.

eu nunca irei deixar isto ficar impune e vou continuar sempre a reclamar o que é meu.

se o casino continuar a querer vigarizar me vou agir judicialmente e vou pedir indemnização de todo o dinheiro perdido nesse casino!

Dear Fairspin Casino,

After thoroughly reviewing the information available, I firmly believe that the player in this case should be compensated. While it is acknowledged that the player created multiple accounts after self-exclusion, it is important to note that they consistently provided accurate personal information during the verification process. This behavior may stem from a gambling addiction, as individuals suffering from such issues often struggle to control their actions and make rational decisions. The fact that the player was able to create additional accounts and deposit funds merely by using a different email address highlights a potential insufficiency in the measures designed to protect vulnerable players.

It is also worth noting that the player is not disputing prior deposits, which further supports their case for a fair resolution.

Given the above, I respectfully request that the player be compensated in the amount of €500. I trust you will consider this matter together with all of the circumstances mentioned.

Dear Michal,

Thank you for your response and attention to this situation.

However, we can not agree with your last post in this complaint. 

To be more specific we can not agree with the statement that all provided information has been reviewed correctly. 

We would like to clarify that Aringarosa87 has created his first account that was active till blocking request with reason gambling addiction. 

That request has been processed correctly from our side and we informed former member of the gaming platform that in case of opening of any new account after blocking of the original member account had been closed for the reason of gambling addiction, any funds held in additional member account(s) will be immediately forfeited and no winnings shall be paid out under any circumstance. 

Also that information stated in the Terms and Conditions of the gaming platform. 

After that two more accounts of the Aringarosa87 have been detected.

That is a violation of two crucial points - the fact of block after informing us about gambling addiction and Multi Account that is forbidden on the gaming platform. 

That is the reason for action from our side with further blocking of accounts.

We would like to remind that action took place right after detection of this situation. 

Important to state that is violation of the Terms and Conditions of the gaming platform with which Aringarosa87 agreed upon registration.

Registration of 3 accounts in total confirms that former member of the gaming platform knew those points and agreed with them. 

Also we must pay attention that after blocking of the original account we informed Aringarosa87 that he can not have any other account on the gaming platform and what consequences might take place. 

In frames of this complaint we can not ignore the fact of misleading information provided by Aringarosa87 and false statements. 

To resolve the specificity of this situation all of us must operate with facts and nothing else. 

Terms and Conditions of the gaming platform Fairspin binding on every member of the gaming platform and for gaming platform by itself. 

We always follow every point of the Terms and Conditions. 

Fairspin is an independent project that operates in full compliance with industry standards, legal requirements, and the terms set by our licensing authority.

With all of these mentioned - we can not ignore the fact of violation of the Terms and Conditions from the side of the Aringarosa87 and must follow all points of it. 

We ask the CasinoGuru Team to review the subject of this complaint one more time and pay attention to all mentioned points.

Respectfully,

Fairspin 

Dear Michal,

this scam has already given me too many headaches,

only one of the players here is a fake, as has already happened several times.

I'm asking you to punish this casino and I'm asking for your help because I'm going to file a lawsuit against the casino and ask to get back the thousands of euros that the casino allowed me to lose for several months when I had asked to be excluded.

i will no longer argue with this man or this casino!

thank you

Caro Michal,

esta fraude já me deu demasiadas dores de cabeça,

aqui só um interveniente é falso, como já se verificou várias vezes.

peço vos que punam este casino e peço ajuda porque vou abrir processo contra o casino e pedir para reaver os milhares de euros que o casino permitiu me depositar perder durante vários meses sendo que tinha pedido exclusão.

nao vou discutir mais com esse senhor nem com esse casino!

obrigado

The lack of respect that this fairspin moderator and the casino itself have for the players and the casino guru site is surreal.

This case has made me stop playing in casinos, I have lost all trust in online casinos. Players are being ripped off and there is no way that justice can be done.

this is a crime and there is no way to punish this casino?

i just ask you to help me punish this casino.

A falta de respeito que este moderador do fairspin e o próprio casino tem pelos jogadores e pelo site casino guru é surreal.

Este caso fez me parar de jogar em casino, perdi toda a confiança nos casinos online. Os jogadores são roubados e não há como haver justiça.

isto é um crime e não há forma de punir este casino?

só peço que me ajudem a punir este casino.

Dear Aringarosa87,

I need more time for investigation, that's why I am setting another timer. Thank you for your patience, I will keep you updated.

Dear Aringarosa87,

Unfortunately, I do not have good news. We have failed to reach an agreement with the casino regarding your case. Their stance is firm, and they are unwilling to refund you. This situation is unfortunate as I believe that you should be given the sum of €500. I’m afraid there is not much that can be achieved without cooperation from the casino's side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to change its mind, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend contacting the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players. You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators. Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at michal.v@casino.guru. I am sorry I could not be of more help on this occasion.

Best regards,

Michal V

We’ve reopened this complaint at the request of Fairspin Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Aringarosa87,

I have been informed by the casino that they wish to resolve this case by offering you a refund of the deposits made after the closure of your original account, which should amount to 105.05 USDT. I believe this resolution would be fair for both parties. Can you give me your thoughts on this proposal?

Dear Michal,

thank you for your patience with the fairspin casino.

I don't think it's fair, the casino has been dealing with this case for several months and is incapable of assuming what is logical.

At the very least, I think the casino should give me back the amount it stole. 500 euros.

I think that's a fair minimum for this whole affair

Caro Michal,

obrigado pela paciência com o casino fairspin.

nao acho justo, o casino esta a vários meses com este caso e é incapaz de assumir o lógico.

no mínimo acho que o casino devia devolver me o valor que roubou. Os 500€.

acho o mínimo justo para todo este caso

Dear Aringarosa87,

There has been a significant turning point in this case. From your previous replies, I was made to believe you have, in your own words, "lost thousands" while playing after your self-exclusion should have prevented you from doing so.

However, now I have been informed that the sum of 105.05 USDT is actually the full sum of the deposits you have made after the self-exclusion of the original account. Due to this fact, you should be entitled only to this amount, and nothing more. The players who are self-excluded should neither lose money nor get money. Therefore, the return of the deposits in the amount of 105.05 USDT is the rightful compensation that you should be receiving.

Very well. So I want to receive the deposits made to the account registered with the email address

from that point of view you will pay me all the deposits in the account since it was already my 2nd account after I asked to be excluded for gambling addiction in the first account.

Muito bem. Então quero receber os depósitos efetuados na conta registada com o email detetivegordon@gmail.com

por esse ponto de vista vão me pagar todos os depósitos na conta visto que já era a minha 2a conta após ter pedido pra excluir me por vício de jogo na primeira conta

And yes, I didn't lie, unlike you. I lost several thousand euros in your casino illegally. Don't play dumb and read things properly 😏😏👌🏻

E sim não menti ao contrário de vocês. Eu perdi vários milhares de euros no vosso casino de forma ilegal. Não se façam de burros e leiam as coisas como deve ser 😏😏👌🏻

Honestly, this subject has already given me too many headaches.

Do what you want. If you want to pay the money I won, pay it, if you just want to pay my deposit in that account, ok, I've given up. I've realized what the people in this casino are like, there's no point in fighting dishonesty. I'm not going to respond to this conversation anymore, I'm tired of it.

Sinceramente este assunto já me deu demasiadas dores de cabeça.

facam o que entenderem. Se quiserem pagar o dinheiro que ganhei paguem, se só quiserem pagar o meu depósito nessa conta ok, já desisti. Já percebi como são as pessoas desse casino, não adianta lutar contra desonestidade. Não vou responder mais a esta conversa já estou cansado .

Dear Fairspin Casino,

Since the player agreed with the compensation, can you proceed with the refund of all of the deposits made after the self-exclusion to the player's account?

Dear Michal,

We really appreciate your cooperation and attention to this situation.

Our Team already contacted Aringarosa87 through email to process further refund.

As soon as there will be any updates or solutions - we will post it here.

Respectfully,

Fairspin 

Thank you. I will be waiting to hear from you.

Dear Michal,

We are happy to inform you that the refund process has been completed from our side.

The amount of the refund will reach Aringarosa87 soon if it has not reached the payment account of the client already. 

Respectfully,

Fairspin

Dear Michal, I confirm payment of the deposit amount.

thank you for your patience with this casino,

but my dissatisfaction is immense. This casino blatantly steals from its customers and then takes half a year to just return the deposit amount, leaving me with €400 that was mine.

I just wanted to get rid of this case, my feeling of anger towards this gentleman and this casino has marked me and I will not play in any other online casino here.

a casino that does this should not be on this site, so you end up allowing these scams. I say goodbye to casino guru.

thank you

Caro Michal, confirmo o pagamento do valor do depósito.

agradeço a paciência que teve com este casino,

contudo a minha insatisfação é imensa. Este casino rouba descaradamente os clientes e ainda demora meio ano para apenas devolver o valor do depósito, ficando com 400€ que eram meus.

eu apenas quis me ver livre deste caso, o meu sentimento de raiva para com esse senhor e esse casino marcou me e não vou voltar a jogar em mais nenhum casino online daqui.

um casino que faz isto não deveria estar neste site, por isso vocês acabam por permitir estas fraudes. Despeço me assim do casino guru.

obrigado

Dear everyone,

Since the player confirmed the refund of the deposits that he was entitled to, I am closing this complaint as resolved. Thank you for your confirmation and cooperation.