Complaint #49 Fairspin Casino

Refuses to block my account due to addiction

By Janmilla

3 years ago

Hi,

I would like to complaint about my account to Fairspin Casino (fairspin.io).

On 09.01.2023 I asked them by email to block my account. They responded with a 24 hours cooloff same day. Then I responded that I am addicted, and asked them to block immediately.

Then, they still responded that I needed to send a confirmation after 24 hours, still refusing to block my account when I stated that I was addicted. This was also at 09.01.2023

Then I waited to 12.01.2023 (after 24 hours) and wrote again that they should block my account permanently. Then they respond with: "Unfortunately you confirmed your request much later than the spesified period". Account still open, and they refer to a 24 hours cooloff. Then I responded "I AM ADDICTED SO BLOCK MY ACCOUNT NOW". Then they still respond with a 24 hours cooloff.

I am adding all emails I have sent. They still refuse to block my account permanently. Where is the responsible gambling?

I do see that another customer have complainted to the same to you about this casino also. Please see case: https://www.askgamblers.com/casino-complaints/fairspin-casino-impossible-to-have-account-closed

Yesterday, account was still open and able to gamble more. I don't have control over my gambling, and they refuse to follow the guidelines for responsible gaming.

I want my deposits back after they where aware of my addiction.

Disputed Casino Fairspin Casino

Reason Account closure

Amount €1232

Discussion

AskGamblers

• Support Team

7 months ago

Dear all,

Following an email confirmation from the complaint's submitter, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

AskGamblers

• Support Team

1 year ago

Dear @Janmilla,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Fairspin Casino

• Representative

1 year ago

Hello!

We really appreciate cooperation from the AskGamblers Team!

We are happy to state that the situation that became the reason for this complaint has been successfully resolved.
Janmilla has received a solution for this situation with a refund of the amount that has been set.

Our Team takes such situations really seriously and we always care about it with further improvement of our platform.
We really appreciate the attention of all sides to this situation.

Respectfully,
Fairspin

AskGamblers

• Support Team

1 year ago

Dear all,

This complaint has been reopened as per Fairspin Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Fairspin Casino Complaint Stats

Resolved 40 / 40

Avg. Amount $12,770

Avg. Complaint Duration 7 days

Avg. Response Time 1 day

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Account blocked and 1678 USD withheld after following support instructions

I have been a loyal VIP player at Fairspin Casino for over 3 years, with total deposits exceeding $8,000. Throughout these years, I have fully verified my account, actively played, and participated in their official TFS token staking program with absolutely zero issues or complaints.

Recently, as the TFS token price steadily declined over the years (from $0.0056 in 2023 to $0.0014 currently), I decided to swap my earned tokens and withdraw my remaining balance.

Since the platform removed the token purchase button and had withdrawal limits, I contacted Fairspin Live Support for guidance. The support agents explicitly instructed and recommended that I split my total withdrawal into consecutive transactions of $500 to expedite the payout process.

I acted in complete good faith and strictly followed the official instructions given by their own support team. Immediately after doing so, my account was suddenly blocked, and my remaining balance of $1,678.55 was withheld under the vague pretext of "rule violations."

To address any potential concerns:

1. My play has always been 100% fair. I have even streamed my gameplay and TFS staking live on my channels (DachaDealer) with an open face.

2. My account is fully verified. Although my old passport expired in May, Fairspin never requested a re-verification (and successfully processed payouts afterwards). Furthermore, I now hold a newly issued, fully valid passport which I am ready to provide instantly.

3. Even after the block, Fairspin's automated system continues to process my active 3-day staking and sends me congratulatory emails about earned TFS Rakeback tokens being credited to my balance.

It is clear that Fairspin is using a completely artificial and groundless "terms violation" excuse to freeze and withhold $1,678.55 from a loyal, long-term VIP customer who simply wanted to withdraw his honest funds during a period of TFS token devaluation.

I demand that Fairspin Casino immediately unblocks my account and allows me to withdraw my full remaining balance of $1,678.55.

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