Fairspin Casino - Fake Bug Bounty

Greetings,

Dear Customer,

The information from our official group indicates that this campaign has already been carried out, and regrettably, your account did not come in first.

Please be aware that two-factor authentication serves as an additional layer of security on top of the standard login and password. To protect your personal information and assets, we therefore strongly advise you to raise your personal security level.

Also please note that following the point 5.2 of Account, Pay-out and Bonuses: "Fairspin products are consumed instantly when playing. Thus, Fairspin can not provide returns of goods, refunds or cancellation of Your service when playing. If You play a Game with real money, the money will be drawn from Your Member Account instantly."

Regards,
Fairspin Support Team

Dear Fairspin,

The Bug Bounty's description does not include any end date. Also I reported this bug on Oct 19 and got the information it got fixed on Oct 29. There was an official announcement about a 2nd "real bug hunter" on Nov 18.

"7.1. Unless otherwise expressly established hereby, Fairspin does not guarantee any reimbursements, returns and refunds and in no case will provide money refunds, except when the funds in question have not been used by You as Your stake in the Games."
- The money has not been used by me.

"7.2. Should any of the technical breakdowns, errors or problems which took place due to Our fault (hereinafter collectively referred to as the “Technical Issues”) result in any decrease of the balance of Your wallet (Member Account), Fairspin may consider Your request for refund."
- I think it is fair to say that 2FA's error was a Technical Issue on your side and I would appreciate your coorperation in this situation.

Dear Fairspin Casino,

Please let us know if there are any updates regarding this ongoing complaint and whether you can prove that there were no technical issues.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Hi!

Regarding the Bug Hunting promo: In this particular case, our tech team had already been aware of the issue and were already working on a fix. Thus, since the reported bug wasn’t new player is not eligible for receiving a reward

We have made sure to double check all of our backlogs and history of the account, including player activity history and consistency. According to the results of this investigation, the player have not expressed any signs of being hacked and have not warned us about it beforehand. Thus, we believe that it was the original owner of the account who continued playing and lost all the funds in question. In cases like this we are unable to provide any player with any form of refund as stated in the rules of our website, specifically paragraph 5.2 of Account, Pay-out and Bonuses mentioned above and which reads as followed:

"Fairspin products are consumed instantly when playing. Thus, Fairspin can not provide returns of goods, refunds or cancellation of Your service when playing. If You play a Game with real money, the money will be drawn from Your Member Account instantly."

Respectfully,
Fairspin

Dear Fairspin Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Why is the player not eligible for a refund?

Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear AskGamblers,

Please note that the required statement has been sent to suppor­­t@­a­s­kg­­amb­­le­r­s.com

Regards,
Fairspin Support Team

Dear AskGamblers,

Since I have a time limit to reply I do it now to not run out of time.
While you are checking the statement that Fairspin sent, I would like to highlight the fact when the hack happened there was a technical issue.

To quote from Fairspin: "our tech team had already been aware of the issue".
In my eyes it confirms, the issue was not on my side.

Hi!
Apologies for the delay

We have requested our tech team to provide us with a complete bug report to clarify this situation.

However, due to winter holidays receiving said report requires some time. As soon as we receive it we’ll gladly share additional details regarding this situation

Respectfully,
Fairspin

HI!

We’re glad to inform you of the progres of a report mentioned above.
We have successfully received an answer from our tech team and sent AskGamblers all the details via e-mail

Respectfully,
Fairspin

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the Fairspin Casino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Hi!

The required additional information is still in progress to be reported. We appreciate your patience.
Any additional information will be communicated to you as soon as it becomes available.

Respectfully,
Fairspin

Dear Fairspin Casino,

The AskGamblers Complaint Team strongly encourages you to post a public message containing a detailed explanation on the matter, including but not limited to clarifying all the relevant reasons that led to the occurrence of the issue, the actions taken by your management and quoting of all the relevant terms that were breached by the complainant.

Please be notified that, should you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Hi!

We have made sure to double check all of available backlogs and history of the account, including player activity history and consistency.

According to the results of this particular investigation, the account has not expressed any signs of being hacked and the owner has not warned us about it beforehand.

Thus, we believe that it was the original owner of the account who continued playing and lost all the funds in question, and then proceeded to try and claim those funds back by claiming that he was hacked attempting to take advantage of possible technical issues which he had done before as stated by said player’s personal assistant.

According to an account of this player’s personal assistant the player was making various claims as to who or how his account was hacked. Among which are: that he had no access to electricity, that somebody used his phone in his stead and then proceeded to use player’s funds to play the same games he usually did instead of withdrawing them.

In cases like this we are unable to provide any player with any form of refund as stated in the rules of our website, specifically paragraph 5.2 of Account, Pay-out and Bonuses mentioned above and which reads as followed:

"Fairspin products are consumed instantly when playing. Thus, Fairspin can not provide returns of goods, refunds or cancellation of Your service when playing. If You play a Game with real money, the money will be drawn from Your Member Account instantly."

Also, we would like to note that 2FA is but a feature to provide an additional level of security. It is not a verification which is necessary to make withdrawals on our website, but is there to provide additional security and safety. We bare no responsibility if anyone gained access to player’s 2FA or personal devices because of a mistake said player has made.

Respectfully,
Fairspin

Hi!

This case is more of a pain in the *ss. Endless guesswork, the desire to prove I'm not right just makes me sad and I have to realize that anyone will believe a million dollar casino before they believe me.

"take advantage of possible technical issues which he had done before as stated by said player's personal assistant." I just want to make one thing clear here. If I have managed to find such a mistake, I have reported it to my personal assistant, as I consider it fair. I trusted that she would be able to get this information to the right people in the company more quickly, but who knows what happened. Without this complaint I could not even get a meaningful response for over two months about this error.

I believe that the casino does have to take responsibility for technical errors that are not corrected as soon as possible. After I reported the account hacking to the casino, they took several actions that probably would not have been taken without MY case. For example: when logging in from a new location, a message is sent to the email address associated with the account.

I don't consider it an impossible task to decipher the games a player usually plays if the site has a tab that says Recently played.

In conclusion, I consider the Fairspin casino website to be extremely underdeveloped from a security point of view and I feel that I have expected too much from them. Compassion and responsibility seem to be out of fashion.

I do not wish to comment any further for the time being, I am very disappointed.

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Fairspin Casino management acted in accordance with their Terms and Conditions. Moreover, we would like to use the occasion to remind the player and to adhere to the casino's term #1.10 stated under the ACCOUNT, PAY-OUTS AND BONUSES:

"1.10. Password. As part of the registration process You will have to choose Your password for Your login into the Website. It is Your sole and exclusive responsibility to ensure that Your login details are kept securely. You must not disclose Your login details to anyone. Fairspin is not responsible for any abuse or misuse of Your Member Account by third parties due to Your disclosure, whether intentional or accidental, whether active or passive, of Your login details to any third party. Additionally, should Fairspin detect or suspect that any other person is using Your Member Account except for You, then Fairspin reserves the right to suspend or close such Member Account and retain any funds in its absolute discretion."

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.