Fairspin Casino - Hráčovi se podařilo otevřít účet uzavřený kvůli problému s hazardními hrami.

I have an issue with FairSpin. After recently joining I was told the casino is banned in my country yet they still took my deposits and didn’t close my account. Despite telling them I have a gambling addiction and asking to close my account they still did not do so. I also requested deposit limits only to be told that is not something they offer. I feel this is highly illegal.

Dear Tarryn,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found https://fairspin.io/terms-and-conditions:

"Legal Restrictions. The User understands and accepts that online gambling may not be legal in some jurisdictions. We make no representation whatsoever as to the legality of the Services provided by FairSpin. The use of the Services is on the User's sole discretion, option, and risk. Nevertheless, we restrict the use of Fairspin to the Users from the following countries: Aruba, Australia, Belgium, Bonaire, Bulgaria, Colombia, Croatia, Curacao, Czech Republic, Denmark, Estonia, France, Italy, Spain, Latvia, Lithuania, Mexico, Portugal, Romania, Singapore, Spain, St. Maarten, Sweden, Switzerland, the Netherlands, the United Kingdom, the United States of America, Ukraine, and/or any other restricted by law country or state.

Use of the Services is unauthorized and unlicensed wherever it is unlawful under applicable law. You may not use the Services at any place or in any manner that would violate any applicable laws and/or regulations. Any offer of any feature, product or service is void where prohibited. Fairspin may limit or deny to any person, in its sole discretion, access to any feature, product or service.
You agree that you are not allowed to open an account, nor attempt to use Your Account, if you are resident or located in any of the listed jurisdictions, otherwise your account will be blocked. The company may at its sole discretion make a decision regarding deposit or balance withdrawals or any other funds placed on blocked accounts."

I would like to emphasize a very important fact from our Fair Gambling Codex: 

https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries

"The right thing to do is to check for restricted countries during the account creation process, and to not allow players from restricted countries to register and play. If the casino knows about restricted countries and also knows the player's country of residence, it's not a big issue to enforce this rule.

If the casino allows a player from a restricted country to play because it hasn't implemented this check, it should accept that it was the casino's mistake and pay out all winnings to the player despite the fact that they shouldn't have been allowed to play in the first place, provided that the player hasn't done anything else that's against the rules."

Tarryn, I would like to ask you to confirm, that you haven’t used a VPN (Virtual Private Network) to alter your location, when opening the account. Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules. 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. Well the casino knows I’m from Australia and has since the beginning as I had to verify my account for the payment provider with my address and they are the only person under that provider. Also they knew I was from Australia as I made several complaints

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

Thanks. The major issue is that I requested my account to be closed a month ago due to gambling addiction and this was not done Resulting in me losing $10000 since

Hello Tarryn.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the Fairspin 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’.

Hi Thankyou.

i am not expecting a response from the casino they have been very difficult to mediate with regarding this

Good day,

Our support team makes its best to provide for the convenient, secure, and law-abiding use of our platform.

In this particular case, the player used VPN to register and play on Fairspin. 

Our support officers have blocked her account upon the first request. Later she requested access restoration and repeat blockage of the account. 

Clients' interests are our key priority. We fulfill all their requests if the law permits. At the same time, if we know that some players reside in prohibited countries, we block their accounts asap.

No that is false and I have proof they did not block my email, also would it be so re ready to reopen?

And you KNEW that I resided it a country from the beginning and

Dear Fairspin Casino team.

Thank you for your cooperation.

Please, could you confirm that the player stated that she has a gambling problem but her account remained available for deposits? Could you react to the Tarryn's the last statement, too?

Could you also provide us with some evidence supporting your claims about VPN? You can post it here (I will mark it as sensitive info) or you can forward it to my email address jozef.k@casino.guru .

You knew my location read the messages and in chat you said my location wasn’t allowed I only tell you 20 times I’m in Australia you were fully aware

Yeah cos I have a gambling addiction the second I told you this it shouldn’t have been able to be reopened I am also mentally unwell as I told you I have been undergoing electro shock therapy

By the way it’s not $5000 more like $10000 but I was willing to meet in the middle

Hello there, 

Dear Tarryn.

Please, could you confirm that you have used VPN software in order to register in the casino? 

Dear FairSpin Casino team.

Tarryn asked you for account block because of the gambling problem, later, she contacted you that it was her husband and you immediately opened her account, do I understand it correctly?

Hi yes I did use a VPN blocker AFTER registering my account I had never used this software before and the casino was fully aware of it they promote it on the first page of their site and I told them where I was

Actually Fairspin would you care to divulge the exact amounts of my deposits especially the ones made after I told you yes I was in Australia after you accused me of using software I never denied it this was 2 months before account was closed

It’s over $10,000.00 after me stating I had a gambling addiction alone

Hello there,

Jozef, 

The information is correct mostly. But since the blocking and unblocking of any user at his/hers request occurs individually (manually) we are not talking about immediate unlocking. But the procedure is as you described.

Tarryn,

According to our Privacy Policy, we are not allowed to reveal such data in public places (such as forums).

Since you made deposits from a crypto wallet, you can personally verify that the amount you declared is close to real payments, and the lesser amount was made after you told about your addiction. You can check your payments starting from July 26, 2020. This is the date when Fairspin received an email with you (or your husband) asking to block your account. Soon you sent the following email, where you informed that the previous letter wasn’t sent by you, but by your husband, and therefore you asked us to unblock you. 

Tarryn, could you react, please?

I told them multiple times about my addiction as you Can see in the screenshots then what "eventually" they listened? They also knew from early on I was in Australia yet they claim that if they had known they would’ve closed my account?!!! You can see how many times all these infos were disclosed. The account should have been closed permanently once all this was mentioned no excuses should they have reopened it whether my husband was blamed or not they knew I was in Australia and an addict and they did nothing to stop it can’t you see from those screenshots I was trying to chase losses it’s hard to not when a casino won’t keep closing your account then they do and reopen it so easily!

Hello there,

Dear Fairspin Casino team.

We highly appreciate your part in this case. I would separate this case into two topics.

1. VPN software:

Please, could you specify the IPs which the player used to log in your casino? Has the player registered with correct information, passed trough verification, deposited and played for a longer period of time? 

2. Gambling addiction:

The obvious problem is that you opened her account after she did mention gambling problem which should not be forgotten so easily. It is common in most of the casinos that if the player mentions gambling problem the casino instantly blocks player's account without the option to reopen, even if he states that it was friend/wife/joke/mistake it should be taken very seriously since the addicted player will do anything to play.

Our position regarding similar issues is clearly explained in our FAIR GAMBLING CODEX (link below).

https://casino.guru/fair-gambling-codex-for-casinos#self-exclusions

All casinos should have well-executed responsible gambling options that involve self-exclusion. Whenever a player self-excludes, they shouldn't be allowed to play until the predefined period of time is over.

Although there may be cases in which the casino really wants to implement self-exclusion but cannot, we believe that most casinos without self-exclusion (or with poorly implemented self-exclusion) deliberately exploit addicted players, which we are strictly against.

We believe that responsible gambling policy is concerning to all players and all the casinos.

May I kindly ask you to react? Could you reevaluate the case, please?

Not to mention that even at points when I asked about deposit limits they stated that this option was not available for the time being yet they state it’s offered in their terms and conditions! So really their terms and conditions seem to not be worth much they don’t abide by them only when it suits they count them relevant. Also please note Jozef the amount of $5000 I’ve mentioned is in USD and likely it was actually substantially higher it’s ridiculous

Hello.

Answering the questions above.

>Not to mention that even at points when I asked about deposit limits they stated that this option was not available for the time being yet they state it’s offered in their terms and conditions!

There is no clause on deposit limits in our Terms. In Terms, it says about the restrictions on the withdrawal of the non-deposit bonus. Deposit restrictions are set manually after a corresponding request from a user.

>1. VPN software

We operate under the Curacao eGaming license, and Australia (according to the license) is not included in the list of prohibited countries, but the casino has blocked the country. If a person tries to get to the Fairspin.io website from a prohibited country, they will see a special message stating that access to this site is restricted. The person has no option to register or view the site's content.

The system allows you to register only in case of IP spoofing. Accordingly, we see the activity of players only from the allowed zones. Using VPN remains on the user's conscience.

>2. Gambling addiction

When addicted players visit Fairspin, they report it to a support manager. If a person asks to limit his/her gaming experience we make mentioned limits. Users who are not ready to accept the results of bets are also often looking for loopholes. Therefore, by registering, users accept the conditions of the casino, one of the points states that the player himself/herself is responsible for compliance with the law of the country of residence:

3.5. You are solely responsible for all regulatory merits, risks, and restrictions, applicable to the gambling activity with cryptocurrencies in your country/jurisdiction of residence, or location. You may not use the Platform at any place or in any manner that would violate any applicable laws and/or regulations. Any offer of any feature, product or service is void where prohibited.

Tarryn was informed about this, including during a conversation with the operator and agreed with this point. Proposals from the operator to close Tarryn's account also came before the story with the letter.

Therefore, the position of the casino remains the same: the user's account will not be restored, and a refund for the game in this situation is not provided.

Yes of course the casino is "not responsible for any part of this at all" what a joke. Even more so they are STILL calling me weekly with special offers!

All they do is repeat themselves and take no responsibility this is not right it’s all so dodgy they think they are above any laws or rights of responsibility

Hello there,

Dear Fairspin Casino team,

Thank you very much for your cooperation in this case. 

a) VPN Software

Although we completely understand that the player has not behaved correctly with using VPN software, she has clearly informed you about her country residence on multiple occasions (you could close her account in anytime). To avoid a similar problem there is an easy fix which is used in most of the casinos, countries list in your registration form should contain only the countries which are really available in your casino. Of course, we understand that the blocking may be useful in a few cases, but many players use the VPN software for their protection, you allowed her to register with correct information, play, deposit (spend plenty of her time in the casino) but when she wins, the winnings are forfeited only for the reason of VPN use. It does not seem as user-friendly environment. 

b) Gambling Addiction

When addicted players visit Fairspin, they report it to a support manager. If a person asks to limit his/her gaming experience we make mentioned limits.

This is completely wrong in the terms of responsible gambling. If the player mentions gambling problem the casino is obligated to ban the account asap. 

We believe there should always be a safe environment in every good casino.

Since the Fairspin Casino team clearly expressed their position, we are forced to close this complaint as 'unresolved'. 

The casino can reopen this complaint anytime.

Dear Tarryn.

I am sorry we could not help you more. Please, be aware that this complaint will affect their reputation on our website. I recommend you to try filling an official complaint at the licensing authority of the Fairspin Casino. I will gladly help you with it. Please, let me know if you have any questions or require further assistance. 

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru

Dear all, After we exchanged some communication with the casino, we have decided to partially agree with them on some parts. This case is quite complex, and we are focusing mostly on the part with self-exclusion. The self-exclusion process of the casino works correctly with the terms of responsible gambling. Unfortunately, the only issue was opening an account and trusting player's statement that it was another person who requested the account closure. Although we understand their decision (based on the information we received), the account should have still remained closed. However, concluding the information above, and the fact that this the only unresolved complaint the casino has and had for a very long period, we have decided to lower the amount of black points. In case of any questions, do not hesitate to contact me at the email address mentioned below. Best regards, Jozef jozef.k@casino.guru