Fairspin abusiv and illegal

Hello,

So I'm a player of this casino for few months. Yesterday I've made several deposit, and some where not completed.

But this morning my bank account show those transaction (in progress on Fairspin) as completed..

So I contact them and send them screenshot of my bank account.

They want a PDF file... I told them it was send 1 time per month by bank.

After that I told them that I couldn't complete the KYC process, as my country is not on the list of documents verification.

They told me its not a problem, that I can deposit, but withdraw less than my deposit !!!

So it means that I can loose money, but not wins...

I send them a screenshot of the chat when I ASK them when I openened an account if people of France and Belgium could play, and they never told me that I couldn't withdraw less than the deposit.

I ask them to refund all my money as they are not respecting the contract between a player and casino.

They don't and don't mind practicing illegal terms.

They have a company in NL, And I'm going to file a police complaint et EU complaint against them (CEG won't do anything)

Normally, if an online casino don't have the rights to be in a country, you shouldn't have access to register. You should contact someone with experience on this domain.

Good luck!

Yes, but the problem is that before doing my first deposit I ask them, and they never inform me about such things, and don't told me I will be paid less than my deposit..

I send a request to a lawyer I know in Curaçao about that

Hello Tamera,

I must say that I don't like the idea that the player can withdraw less than previously deposited either.

However, I would like to focus on your registration since we provide information that players from France are not allowed to play in this casino and the VPN is not allowed as well. So I'm wondering now:

Which country did you put in the registration form, please?

Can you provide any screenshots or other documents that confirm you were allowed to play despite you're from France?

I would like to get an idea of how the casino enforces the restricted countries' rule in the practical term.

I believe that you already know that you can submit the complaint, so I guess you are not interested in doing so, are you?

Hello,

As a "friend" from discord from Belgium ask them about playing, I decide to contact them to ask them before making any deposit. And they inform me than I can play and check my country law about it. So I deposit and play, I even ask for delay for withdrawal.

More than a week ago I had problems with deposit, some was mark as 'in progress" and never credited, so I did it again, except that next day I was debt from my account !! (when I told them the amount and line he said that it was credited, wich is not possible)

So I've send them proof on chat, and ask them to refund. I ask them about the KYC as I couldn't have my identity check because my french passeport is not accepted.

They reply to my that as a French I can withdraw less than my deposit !

I told them its not the point of casino, and that it cannot be legal... And ask them a full refund as they are not respecting terms of casinos.

After that I told them about legal action I can take against them, and they reply to me to make me deposit more, and stop anything (screen fairspin 19)

So I let them a full week to refund the deposit that didn't work and a refund of part of my deposit, but nothing was done !

Hello Tamera.

You should definitely submit the complaint, just click/tap this link:

https://casino.guru/complaints

Share all those screenshots and associated communications via your complaint, and copy and paste your previous posts - it should be enough.

If I may advise a bit, just find yourself a decent casino that accepts players from France and spare yourself such a mess.

What do you think about it?

I think you are right... but the best for me is to stop... I saw online that I'm not alone.. They really think they can do anything they want..

@radka What option should I choose, as I have 2 problems : 1 my deposits and 2 their illegal terms (and non respect of KYC) ? Thank you

Hello Tamera,

I already advised you to submit the complaint through our resolution center.

Kindly click/tap this link:

https://casino.guru/complaints

We will try to help you. For legal issues, you should contact the licensing authority, but let's just start with the complaint first.

Hi....did you get any further reply from Tamera ???? Seems very strange that she is so reluctant to file a complaint at casino guru !!!!!!!

Hello,

I did not, even Nick is waiting for the complaint to be updated.

Hello Tamera, kindly update your complaint, please.

Hello,

So sorry I had to deal with really bad familly issue...

Can my complaint be open again ?

Thanks

Man you can see my screenshot, I have all proof of that and sadly I'm not the only one. You can check online people with same problems such as on trustpilot.

Hello,

I'm sorry for your issues. Is it better now?

Regarding the complaint, kindly inform Nick: nikolas.b@casino.guru

He asked you to provide all relevant information, so you can send him all you have and ask the complaint to be reopened. 🙂

Sadly no he passed away...

Thank you Radka I'm going to contact him with all screenshot. Thanks

I'm so sorry for your loss!

Stay strong. 🙏

Lost what ????

For people who have interest on my case, you can watch my complaint, and reply from the casino.

Those people don't even know how to lie...

I really question how Casino Guru is taking complaint... Because wow...

This casino is wrong, I've provide evidence of screenshot, and this casino provide fake allegation (I was able to reply to it) and now they state a new things in order to never refund my money...

Hello,

I read the complaint and the main point is clear, allow me to quote:

"Access from a French IP address is blocked now but was it blocked when the player registered? The player states that it was not, in which case the player would be justified in requesting payment of their winnings. Please provide more specific information and clarify exactly what has happened."

As a latest summary I'd like to quote this:

"So far, there has been no evidence that clearly supports either party's claims with any degree of certainty. For that reason, I have asked the casino to provide further information.

We agree that players should not be allowed to register from restricted countries, and believe that if they do and are allowed to deposit and play, they should also be paid any winnings.

It is not acceptable, however, for a player to circumvent access restrictions by using a VPN, and this is why I have requested full details of your registration from the casino.

It seems that the casino's approach to preventing players from registering from restricted countries could be enforced better, and a more direct response to your question from the support could possibly have prevented this issue before it escalated."