Fairspin Casino - 플레이어의 승리에 대해 이의가 제기되고 있습니다.

Hello, i started playing fairspin and i got an 1000 euro bonus (first deposit bonus) and i wagered it and i had 4200 euro, but I only got 1000 euro, i wrote to the live chat, but they keep lying about the bonus terms, i mean there is the terms and they said completly different things, but you can see everything in the screenshoots, please help me with this, thank you

Dear dodofaszagyerek,

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.

• Could you please post the link or promo code you used to activate this bonus?
• How much money did you deposit in order to activate this bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

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

First deposit bonus and 1000 euro

Thank you very much, dodofaszagyerek, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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, dodofaszagyerek,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Fairspin Casino Team,

Could you please explain the player's situation in more detail? Why have the user's winnings been confiscated?

It would be highly appreciated to know (with the relevant supporting evidence) what exact bonus was used, what the specific bonus rules were if there were any, and/or which exact rules were applied to the disputed winnings.

If necessary, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Dear Branislav,

We really appreciate your attention to this situation and will be happy to cooperate! 

Our Team would like to make things clear to resolve this situation.

First and main thing to mention - no funds of the active balance have been changed by us on the member account of dodofaszagyerek. 

Only member of the gaming platform can control funds of the active balance. 

Generally this situation is pretty simple. 

Member of the gaming platform received a bonus for the first deposit.

The amount of the first deposit allowed the player to receive 100% bonus and 30 free spins for the first deposit.

Wager requirements of the bonus for deposit and free spins is X60.

Fairspin provides an option to fulfill the wager requirement of the bonus by using bonus balance for that but not funds of the active balance.

dodofaszagyerek has used that option.

After fulfilling the wager amount that has been set by the original bonus was successfully added to the active balance.

With that all of us can see that there were no incorrections and the bonus has been used correctly without any errors.

The amount that is set by the original bonus has been added to the active balance of the account after successful fulfilling of the wager requirements by using exactly the bonus balance.

We can state that the bonus which has been received by dodofaszagyerek is correct and member of the gaming platform receive exactly benefits that are set by bonus. 

In case of any other questions or clarifications we are always ready to cooperate!

Respectfully,

Fairspin

Thank you for your response and additional information, Fairspin Team.

Unfortunately - yes, we will definitely need more details and further clarification, because honestly, it is not clear at all.

It looks like you are trying to refer to some casino's internal settings/restrictions/processes regarding bonuses, and it seems like you are talking about some specific maximum cashout limit for the welcome bonus offer and deposit bonuses.

Do I understand correctly that players are simply allowed to wager their bonuses by using only bonus balance, so it is possible to meet the bonus wagering requirements with only bonus funds, without touching real money deposit related to the bonus - for which it is credited - so they basically can fulfil the bonus requirements and conditions without using a real money balance, and that they can simply withdraw such winnings with their real money balance?

Or, what is the purpose of having any active balance if users can use bonus money without touching the real money balance? Feel free to correct it and explain as clearly as you can please, because I am not sure if I understand the process at all.

Can you describe and clarify a bonus balance and an active balance? Or, where can I find a sufficient explanation on the casino website?

How are players informed about this all, and how do they know that upon playing the way you described ('to fulfil the wager requirement of the bonus by using bonus balance for that but not funds of the active balance'), their bonus winnings will be limited somehow? Is it at least explained in more detail in the casino's Terms and Conditions or anywhere on the casino website, especially, what is the difference between playing with an active balance and bonus balance, and how it exactly works? Do players know clearly about this all from any of the casino's sections?

Based on the information the user received from the casino, it looks like even the casino's customer support itself does not know how it works and/or what rules were applied and why, while your explanation significantly differs from the one provided by the casino live chat representative.

Thank you.

Dear Branislav,

We really appreciate your clarifications and will be glad to cooperate. 

Our Team is really sorry that any misunderstanding might take place. 

To be short and clear - dodofaszagyerek wished to receive a specific bonus for his first deposit. 

That is a bonus with clear conditions and benefits that might be received. 

The amount of the first deposit allowed the player to receive 100% bonus and 30 free spins for the first deposit.

Wager requirements of the bonus for deposit and free spins is X60.

The subject of this complaint is exactly 100% bonus for deposit and we want to pay special attention that this offer allows members of the gaming platform receiver only an amount that is set after fulfilling wagering requirements. 

Conditions of this offer available in the "Promotions" section - "Get the bonus"/"Welcome Pack". 

Wager requirements of the bonus can be fulfilled by using active balance and bonus balance.

If any member of the gaming platform can not fulfill the wagering requirement of the active bonus on the account by using funds of the active balance then this member can use bonus balance for that in the "Play with bonus" section. 

In this section any member can use bonus balance for bets and fulfilling wagering requirements without using any funds of the active balance. 

Active balance is a balance where funds of the deposits appear and funds of the active balance can be withdrawn to the payment account of the member of the gaming platform. 

Bonus balance is a balance where funds of the active bonus appear. 

Bonus balance can be used for making bets in games from the "Play with bonus" section if there is no funds on the active balance of the member of the gaming platform. 

Every player can see conditions and benefits of the bonus that might be received.

Exactly the amount of the bonus that is set by conditions of it can be received.

There is no bonus on the gaming platform that has any conditions which include additional rewards after receiving the bonus amount that has been set originally. 

Also all information about every bonus that is already on the account of the members available in the "My bonuses" section and players can clearly see all conditions with progress of the bonus. 

All information always available for every member and guest of the gaming platform.

Information due subject of this complaint and functions that take part in it can be found in the "FAQ" section - "Fairspin Casino Bonuses and Promotions".

With all the mentioned we would like to return to simple fact.

Member of the gaming platform choose a specific bonus and receive it with the first deposit.

After fulfilling the wager requirement by using funds from the bonus balance, the full amount of the original bonus has been added on the active balance. 

We hope that this information will help us to resolve this situation.

In case of any additional clarifications or questions - you can always count on our cooperation.

Respectfully,

Fairspin 

Greetings all,

Thank you for the additional information, Fairspin Team.

You mentioned that the user decided to use the bonus balance to wager the bonus received, without using his real money/active balance (deposited funds). Then, you stated that "Bonus balance can be used for making bets in games from the "Play with bonus" section if there is no funds on the active balance of the member of the gaming platform."

• So, to clarify it clearly - did he use the bonus funds to wager the received bonus money with his active balance untouched, or did he wager the bonus after losing his real money/active balance (deposited funds)?

"Member of the gaming platform choose a specific bonus and receive it with the first deposit.

The subject of this complaint is exactly 100% bonus for deposit and we want to pay special attention that this offer allows members of the gaming platform receive only an amount that is set after fulfilling wagering requirements.

Conditions of this offer available in the "Promotions" section - "Get the bonus"/"Welcome Pack"."

• So he made a deposit and received a welcome deposit bonus, and it was not a no-deposit bonus
• Where is it stated, please? Where can I find the information that users are eligible for the maximum cashout of 100% or 1x of the bonus amount received for deposit bonuses? I found only one rule in the casino's rules ("Account, Pay-outs and Bonuses" section), where it is written in a way that indicates it is related to no-deposit bonuses/free spins
• In the specific rules for the "Welcome Pack", there is no mention of any maximum cashout limit nor even a mention that Terms and Conditions or General Bonus Terms and Conditions apply, without any link to any other casino section

"Also all information about every bonus that is already on the account of the members available in the "My bonuses" section and players can clearly see all conditions with progress of the bonus."

• Do the players see this also for unclaimed bonuses, or do they see it only after claiming bonuses or activating, after making deposits?
• Can you provide us with a screenshot of how exactly it looks in the section in question, highlighting the part where players see the exact maximum cashout or maximum withdrawable amount from a bonus?

"Information due subject of this complaint and functions that take part in it can be found in the "FAQ" section - "Fairspin Casino Bonuses and Promotions"."

FAQ - "The maximum amount you can withdraw from non-deposit bonuses or free spins winnings is the value of the original bonus itself. All extra winnings will be canceled."

• The same unclear information as we can see in the casino's Terms and Conditions
• Why is it not clearly stated in the specific rules for the "Welcome Pack" and the related section?
• Did the user accumulate his winnings from Free Spins solely? If so, can you prove it with relevant evidence?

"All information always available for every member and guest of the gaming platform."

• Where exactly, and how is it written/explained? Can you provide me with a link to this information and state the exact parts where all you tried to explain above is clearly explained for players?

"After fulfilling the wager requirement by using funds from the bonus balance, the full amount of the original bonus has been added on the active balance."

• But, again - I could not find anything like this anywhere on the casino website
• Can you provide us with the links and state the exact parts saying this?

Thank you. Looking forward to hearing from you.