Fairspin Casino - Refuses to block my account due to addiction

Dear @Janmilla,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed deposits.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Hi

Disputed amount is 1232 EUR.

Hello!

Thank you for opening that topic.
Gaming platform would like to take part in that.

As we can see - the main subject of your complaint is “Refusing the blocking of my account”.
We want to inform you that we always work with any request of every member of the gaming platform.
Account blocking requests are a pretty serious situation and we always care about that.
“Fairspin” never refuses to block the account of any player if that member of the gaming platform had made such a request.

Successful blocking requests require simply following the process that had been described in the first letter that you receive from us after starting the 24 hours cooling-off period.

At the moment the player still has not confirmed his blocking request due to the above-mentioned reason, as according to the standard blocking protocol.
Due to the specifics of that situation, the current player's actions are solely his responsibility, and the gaming platform cannot account for them in any way.

If you really face such a terrible situation as gambling addiction and wish to block your account on the gaming platform then you simply need to follow the process that has been described.
Your account on the 24 hours period of the cooling-off due to your request.

Respectfully,
Fairspin!

Then you simply dont understand how gambling-addiction is. A 24 hour cooloff does not work for those with gambling-addiction. You want it to stop immediatly so you dont lose more money. When you only offer 24 hour cooloff, and refuse the player to block it immediatly if he suffer from addiction, the player (me) would like to gamble more the next day. Just look at my player account, this happened.

I cant understand how this can be legal, to refuse a player to self-exclude, and only offer a 24 hour cooloff.

I did also follow your "guidelines" and asked you to block my account after 24 hours, still you refused. I contacted you 09.01.2023 asking to block my account. You responded with a 24 hour cooloff. Then I gave a new message after 24 hours (12.01.2023), and you responded that I was "too late" with that message, so you did not permanently block the account, only offered a new 24 hour cooloff. This is just really bad handling of RG and vulnerable players.

I want my deposits back after you where informed about my addiction.

Hello!

We want to pay attention to your first original blocking request.
In your first original request you mentioned the reason - “Not winning”.

First and one of the main signs of the gaming addiction is the absolute need for game.
But we can clearly see from your first blocking request - that main for you is the result.
That is an important part of this situation that must be mentioned.

We will go back only to facts now.
Blocking process has been started due to your original request.
After the start of the blocking process you receive a response to your letter with request.
In response from the gaming platform there were details of the process.
We want to pay attention to one specific line that you probably miss - “Be aware: in case of non confirmation of the letter after 24 hours, your account will be automatically unblocked by the system.”.

Gaming platform understand that some people can be busy with some duties during that period of time and keep account on the 24 hours period of cool-off for 24-36 hours for confirmation.
You have not confirmed your decision and period of time for blocking.
After that your account has been unblocked due to the original blocking request and not receiving confirmation.
You have been warned about such a situation with the line from our response to your letter that we have mentioned.
All processes going according to the protocol that is set for blocking.

We want to mention facts one more time - we never refuse to block the account of the member of the gaming platform if that member makes such a request.
Successful blocking requires the following process that is set.
Details of the process are always sent after the start of the blocking request in response to a letter with request.

You have not confirmed blocking of your account.
After the previous unsuccessful blocking request stays active and you have been warned about such a situation.
According to those facts - activity on your account is your responsibility.

Respectfully,
Fairspin!

Hi!

It is correct that I mentioned "not winning", but when you responded with a 24 hour cooloff, I stated that I was addicted and urged you to block the account. This was made 5 hours after my first email.

I have stated 3 times to you that I am addicted, and asked you 5 times to block the account. When I first reported about my addiction on 09.01.2023 and asked you to block the account, I did as you said, waited AFTER 24 hours and gave a new message 12.01.2023 that I wanted my account blocked due to my addiction.

12.01.2023 is AFTER 24 hours as you asked for, but then you claimed that I was too late. It is not menitoned anywhere that I need to confirm this between 24 hours and 36 hours. This was NOT mentioned to me by mail and not mentioned in your RG-section on your website aswell. I did as you said, informed you AFTER 24 HOURS.

Who gives you permission to NOT block an account permanently when a player share something as sensitive as gambling addiction? ALL other casinos does this, but not you. I understand why you do it, because you benefit of vulnerable players. Coloff work for those that want to take a short break, but I have stated several times that I wanted to block my account, not just take a break.

@Askgambler. I am seeking your help here.

Br
JFR

Dear Fairspin Casino,

Please be informed that AskGamblers takes gambling addiction very serious and therefore is adamant in its position that in order to protect the vulnerable group of players, an operator must take all necessary measures to prevent further damage which includes, but is not limited to:

• block the player from accessing the account after notice of gambling proble­ms i­mme­­dia­­te­l­y­ 

Since the payer stated his issue in an unambiguous manner, the AskGamblers Complaint Team is urging Fairspin Casino to refund all deposits made after the notice by the player.

Please be in aware that in case you fail to respond 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.

Hello!

Gaming platform “Fairspin” always cares about every request and situation that any member can face.
But we want to mention - the blocking process on the gaming platform is set and members of the gaming platform must follow it for successful self-exclusion.

We want to pay attention that blocking process set by the “Terms and Conditions” of the gaming platfo­rm(­“Se­lf-­Exc­lusion” section).
Actions of the gaming platform were fully implemented in accordance with “Terms and Conditions”.

We want to ask the “AskGamblers” platform to take the “Terms and Conditions” of the gaming platform “Fairspin” more seriously.
With letters that have been provided you can see that it is an obvious fact that gaming platform simply follow rules that are set and nothing more.

Opinion of the “AskGambler” is really important for us.

According to the specific of that situation - the account of Janmilla on the gaming platform is blocked but a refund is not possible.

Respectfully,
Fairspin!

I will let Askgambler respond to this.

I would like to add:
As I understand Fairspin has their own Responsible Gaming, not matching how all other casinos handle responsible gaming. And dont take any responsibility at all, just benefitting from players with addiction.

For me it is crazy that I inform you in 3 different emails about my addiction and urge you to block my account immediatly, and you still dont act or accept that I want to block my account permanently.

In your email you stated that I need to inform you after 24 hours, which I also did. I sent you email 09.01.2023 informing you about my addiction and asked you to block my account. You responded that I need to take contact after 24 hours. I did so, on 12.01.2023, asking again to block my account.

Where did you inform me that I only have a timeframe of 12 hours to permanently block the account, between 24-36 hours? You stated after 24 hours, and I did. Where is the timeframe between 24-36 hours stated in your T&C.

Under your self-exclusion you write:
«You can easily self-exclude with Us by contacting our customer support team. When you self-exclude You can feel safe in knowing that You won’t be able to log in and play again in a moment of weakness.»

In my specific case, I gave a message 09.01.2023 17:43 CET. The timeframe between 24-36 hours, most of the hours would be at night.

For me this is just riddicilous, and I guess you see my point, but you benefit from it.

You say that «Askgamblers» opinion is important for you, but you dont follow their guidelines as mentioned above to refund my deposits after I informed you about my addiction.

For me I lost 1232 Euro due to your terrible resonsible gaming, and it feels like you have stolen this money, benefitting from me as an addicted player.

Dear all,

Kindly be informed that our team sticks to the opinion and recommendation stated in the previous post of ours.

Hello!

Gaming platform “Fairpsin” does not agree with the result of work with that situation.

According to the “Terms and Conditions” of the gaming platform and specific of the process of blocking - gaming platform actions were correct.
Every member of the gaming platform agrees and accepts “Terms and Conditions” during the registration.

Both sides(members of the gaming platform and gaming platform itself) must follow processes and rules that are set.

With details of the situation that is already present in that complaint - it is obvious that former member of the gaming platform have not followed the process of blocking.
According to that fact - activity of that person on the gaming platform is the responsibility of that former member of the gaming platform.

There was no violation of the “Terms and Conditions” and process that is set on the gaming platform from the side of the gaming platform.

Respectfully,
Fairspin!

Dear all,

The AskGamblers Complaint Team appreciates the Fairspin Casino acceptance to close the player's account. However, we believe that the player showed enough signs of gambling addiction in the first place, and believe that it was the casino's duty to block the account immediately and this way prevent further damage. We regret to hear that the Fairspin Casino management refused to refund the player's deposits.

Unfortunately, in this situation, the AskGamblers Complaint Team has no other choice but to close the case as unresolved and advise the player to seek further assistance from the relevant regulatory body or appointed ADR entity. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

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.

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

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.