Fairspin Casino - A conta do jogador está restrita devido à autoexclusão.

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?