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Casino not respecting my self-exclusion request

I have a withdrawal request since the 29th of October and they refuse to pay me alleging technical problems

Casino que não respeita o meu pedido de autoexclusao

tenho um pedido de levantamento desde o dia 29 outubro e recusam se a pagar me alegando problemas técnicos

Good evening!

We are very sorry that you had this experience on our site.

Please pay attention to the fact that FairSpin always cares about our players and always follows our website rules and we are always ready to do everything for the safety of our players.

Thank you for letting us know about your problem. We are already working to investigate your situation and making every effort to resolve it as soon as possible, and as soon as we have a solution, we will contact you and let you know about it.

I also ask that you keep in mind that as we are a crypto-casino and we specialize in cryptocurrencies. In the future, we recommend depositing with cryptocurrencies, as withdrawals to crypto wallets are almost instantaneous.

Best regards,

FairSpin,

Boa tarde!

Lamentamos muito que você tenha tido essa experiência no nosso site.

Por favor, preste atenção ao fato de que FairSpin sempre se preocupa com os nossos jogadores e sempre segue as regras do nosso site e estamos sempre prontos para fazer tudo pela segurança dos nossos jogadores.

Obrigado por nos informar sobre o seu problema. Já estamos a trabalhar para investigar a sua situação e fazendo todos os esforços para resolvê-la o mais rápido possível, e assim que tivermos uma solução, entraremos em contacto e informaremos sobre isso.

Também peço que você tenha em mente que, como somos um cripto-cassino e especializamos-nos em criptomoedas. No futuro, recomendamos o depósito com criptomoedas, pois os levantamentos para carteiras criptográficas são quase instantâneas.

Com os melhores cumprimentos,

FairSpin,

Close doors for good. I informed you of my addition to the game on 10/28/2022. Not only did they not respect her, but they kept the account active, where I deposited more than 5000 dollars in the meantime. I have a pending withdrawal since 10/29/2022, which they didn't do either and they've been making fun of me. Why don't they just accept cryptocurrencies? Do you accept dollars and euros? But then to pay is difficult isn't it?

Your behavior is just shameful.

don't take advantage of other people's problems

Fechem portas de vez. Informei vos da minha adição a jogo no dia 28/10/2022. Não só não a respeitaram como mantiveram a conta ativa, onde depositei entretanto mais de 5000 dólares. Tenho um levantamento pendente desde 29/10/2022, que também não fizeram e me andaram a gozar. Porque não aceitam então só criptomoedas? Aceitam dólares e euros ? Mas depois para pagar é difícil não é ?

só vergonhoso o vosso comportamento.

não se aproveitem dos problemas dos outros

Good day, Epedro46,

I checked your complaint today and found out that we asked you to provide your cashier history screenshot. kindly send it to Petronela (click here to access your complaint), so we can contact the casino directly.

Thank you.

History sent by email

Histórico enviado por email

Thank you very much for your quick response 👍

Kindly allow the complaint team some time to develop your complaint a bit further.

In addition to the 19 emails I have my history with customer support via chat, since October 25th, where I request self-exclusion several times for addition to the game.

Para além dos 19 e-mails tenho o meu historio com o apoio ao cliente via chat, desde 25 outubro, onde solicito por diversas vezes autoexclusao por adição a jogo.

I feel, that you should send it all to the complaint team, they may find some useful statements there.

Do not worry, they will go through it all to find all the important eventually.

Do I need it to send to any other adress?

Does not respect my self-exclusion request

you don't pay me the money I asked for a withdrawal 12 days ago

Não respeita o meu pedido de autoexclusao

não me paga o dinheiro que pedi levantamento há 12 dias

Good evening!

We are very sorry that you had this experience on our site.

Please pay attention to the fact that FairSpin always cares about our players and always follows the rules of our site and we are always ready to do everything for the safety of our players.

Thank you for letting us know about your problem. We are already working to investigate your situation and making every effort to resolve it as soon as possible, and as soon as we have a solution, we will contact you and let you know about it.

I also ask that you keep in mind that as we are a crypto-casino and we specialize in cryptocurrencies. In the future, we recommend depositing with cryptocurrencies, as withdrawals to crypto wallets are almost instantaneous.

Best regards,

FairSpin,

Boa tarde!

Lamentamos muito que você tenha tido essa experiência no nosso site.

Por favor, preste atenção ao fato de que FairSpin sempre se preocupa com os nossos jogadores e sempre segue as regras do nosso site e estamos sempre prontos para fazer tudo pela segurança dos nossos jogadores.

Obrigado por nos informar sobre o seu problema. Já estamos a trabalhar para investigar a sua situação e fazendo todos os esforços para resolvê-la o mais rápido possível, e assim que tivermos uma solução, entraremos em contacto e informaremos sobre isso.

Também peço que você tenha em mente que, como somos um cripto-cassino e especializamos-nos em criptomoedas. No futuro, recomendamos o depósito com criptomoedas, pois os levantamentos para carteiras criptográficas são quase instantâneas.

Com os melhores cumprimentos,

FairSpin,

other people's shame. I informed you of my addition to the game on 10/28/2022. Not only did they not respect her, but they kept the account active, where I deposited more than 5000 dollars in the meantime. I have a pending withdrawal since 10/29/2022, which they didn't do either and they've been making fun of me. Why don't they just accept cryptocurrencies? Do you accept dollars and euros? But then to pay is difficult isn't it?

Your behavior is just shameful.

they are profiteers

vergonha alheia. Informei vos da minha adição a jogo no dia 28/10/2022. Não só não a respeitaram como mantiveram a conta ativa, onde depositei entretanto mais de 5000 dólares. Tenho um levantamento pendente desde 29/10/2022, que também não fizeram e me andaram a gozar. Porque não aceitam então só criptomoedas? Aceitam dólares e euros ? Mas depois para pagar é difícil não é ?

só vergonhoso o vosso comportamento.

são uns aproveitadores

Hello, I just moved your post from "Fairspin casino crooks thread" to this one, to keep conversation complete. Thank you for understanding.

Hello,

just paste everything related to your complaint or send it all to Petronela, as she has already asked you to do so.

it was all sent

Foi tudo enviado

Hi!

Please, keep in mind that according to the rules of our website we are unable to block player’s account while account has a pending withdrawal since a certain amount of user actions and communication is required in order to successfully finish the withdrawal and also user has to make a withdrawal request manually in order for said withdrawal to be processed. Blocking of account is possible only once withdrawal is successfully processed of which player was successfully informed in one of the email we sent her

Also, according to the blocking rules of our website, a user needs to send a blocking confirmation request after 24hrs since initial blocking request of which user was informed about in response to initial letter. Since we did not receive any blocking confirmation in this particular case an account was unblocked.

Unfortunately, there were certain technical issues with the player's withdrawal method which in turn caused the delay.However, we are always ready to make a compromise for our players and offered a player an alternative withdrawal methods with which player was presented in most recent emails we have sent her which in turn were repeatedly rejected on player’s side

Currently we are working on fixing an issue with original payment a player has used to request a withdrawal, and it is expected to be fixed within the next 24 hours (as of 15.11). In case if the issue is still not fixed, we will offer you a withdrawal to an alternative payment method user has used before to make a deposit in order to speed up the process.

Please, keep in mind that according to the rules of our website withdrawals need to be first confirmed as stated in paragraph 5.5 and then technical processing of withdrawal might take up to 10 business days using payment method a player used to make a deposit as stated in Paragraphs 5.14 and 5.6 section "Account, Pay-Outs and Bonuses" to which every user agrees upon registration. Above mentioned paragraphs read as followed:

5.5. Considering that You have submitted Your identification documents (if applicable), Fairspin will process Your withdrawal request. The withdrawal request processing may take from ten (10) minutes or more, if Fairspin or relevant third parties have to perform additional checks.

5.6. Fairspin will credit Your account back using the same method as You have previously deposited with, whenever possible. Upon withdrawing funds, Your own bank or other payment provider may add a further handling fee or charge. Such fees or charges may vary from time to time, thus please check the amount of fees and charges applicable to You (Your withdrawal transaction) before You make a withdrawal and ensure that such fees and charges are acceptable for You.

5.8. Before any withdrawals are processed, Your behavior on the Website/usage of the Games may be reviewed for any irregular use of any vulnerabilities. Should the Fairspin deem that irregular have occurred or a vulnerability was used, the Fairspin reserves the right to withhold any withdrawals and/or confiscate all winnings and bonuses and to block Your account.

5.14. Please note that funds usually will be transferred to Your external account or wallet within ten (10) banking days upon the moment (date) Fairspin has processed Your notice for withdrawal and Fairspin confirmed (approved) such withdrawalOnce the withdrawal is successfully processed, we will be able to block user’s account per her request immediately

Respectfully,

Fairspin

fairspin,

are you really serious???

I have been waiting for my withdrawal since 10/28/2022, at the same time I ask for my permanent self-exclusion!!! Since the 28th, not only have the 10 days passed, but the casino has acted in bad faith with me. At the end of the 10 days, they tell me to cancel the withdrawal request and make a new one (as evidenced by the documentation sent).

yesterday I was assured that I would receive my money through the same payment method I made the dozens of deposits. I gave the alternative of paying me by bank transfer or card used for deposit, you refused, trying to get me to withdraw in cryptomoeda. I don't know how to do it and I don't want to do it. I opened a Wallet to make a deposit at your casino and receive the funds and I was only able to make deposits and I was never able to withdraw the funds.

I have a serious addiction to gambling, I have already spent more than 6000 eur in your casino and you were informed and asked for help on the second day after registering on the site.

what have you been doing? Ignore, they always encourage me to make more deposits, make fun of me, are impolite and refuse to process my withdrawal request (the only one I have) since 10/28/2022.

yesterday I was assured that it would be yesterday, today will only be from today, and in the meantime they are enjoying the dish.

All they needed was my funds alleging bad behavior on my part, it would be the height of your indecency.

pls make my withdrawal and block my account forever!!!!

Game addiction is not a flu, it's a serious disease recognized by the WHO!!!

Fairspin,

voces estão mesmo a falar a sério ???

eu estou a aguardar a minha retirada desde dia 28/10/2022, em simultâneo que peço a minha autoexclusao permanente!!! Desde dia 28 não só passaram os 10 dias como o casino tem agido de má fé comigo. Acabando os 10 dias mandam-me cancelar o pedido de levantamento e fazer um novo ( como comprova a documentação enviada).

ontem foi me garantido que iria receber o meu dinheiro pelo mesmo método de pagamento que fiz as dezenas de depósitos. Dei a alternativa de me pagarem por transferência bancária ou cartão usado para depósito, vocês recusaram, tentando que eu fizesse levantamento em cryptomoeda. Não sei fazê-lo nem quero fazê-lo. Abri uma Wallet para fazer um depósito no vosso casino e poder receber os fundos e apenas consegui fazer depósitos e não consegui nunca levantar os fundos.

tenho uma grave adição ao jogo, já gastei mais de 6000 eur no vosso casino e vocês foram informamos e foi vos pedida ajuda no segundo dia após inscrição no site.

o que vocês têm feito? Ignorar, incentivam me sempre a fazer mais depósitos, gozam comigo, são indelicados e recusam se a processar o meu pedido de levantamento ( o único que tenho ) desde o dia 28/10/2022.

ontem foi me garantido que seria ontem, hoje já será apenas a partir de hoje, e entretanto vão gozando o prato.

Só faltava mesmo ficaram com os meus fundos alegando mau comportamento da minha parte, seria o topo da vossa indecência.

façam pf o meu saque e bloqueiem a minha conta para sempre!!!!

adicao ao jogo não é uma gripe, é uma doença grave reconhecida pela OMS!!!

Hi!

Please, keep in mind that as stated above an account cannot be blocked if the account has a pending withdrawal request which you have been successfully informed about in the letter we sent before.

We understand your feelings and did everything we could to speed up the process and did so timely an evidence of which can be provided if need be. We even presented you with an alternative which you have rejected as you yourself has stated above.

Also, according to our data you have registered on our website on 16th of October, and you have only informed us about your problem on 28th of October minutes after you have requested a withdrawal thus making permanent blocking of your account impossible until processing of your withdrawal is complete as stated above. Since the withdrawal amount is larger, then the sum of your deposits our specialists had to follow the withdrawal processing procedure which is described in paragraphs 5.5, 5.6, 5.8, 5.14 of rules of our website to which you have agreed upon registration . Above mentioned paragraphs read as followed:

5.5. Considering that You have submitted Your identification documents (if applicable), Fairspin will process Your withdrawal request. The withdrawal request processing may take from ten (10) minutes or more, if Fairspin or relevant third parties have to perform additional checks.

5.6. Fairspin will credit Your account back using the same method as You have previously deposited with, whenever possible. Upon withdrawing funds, Your own bank or other payment provider may add a further handling fee or charge. Such fees or charges may vary from time to time, thus please check the amount of fees and charges applicable to You (Your withdrawal transaction) before You make a withdrawal and ensure that such fees and charges are acceptable for You.

5.8. Before any withdrawals are processed, Your behavior on the Website/usage of the Games may be reviewed for any irregular use of any vulnerabilities. Should the Fairspin deem that irregular have occurred or a vulnerability was used, the Fairspin reserves the right to withhold any withdrawals and/or confiscate all winnings and bonuses and to block Your account.

5.14. Please note that funds usually will be transferred to Your external account or wallet within ten (10) banking days upon the moment (date) Fairspin has processed Your notice for withdrawal and Fairspin confirmed (approved) such withdrawalOnce the withdrawal is successfully processed, we will be able to block user’s account per her request immediately

All the evidence can be presented if need be as well.

As of time of writing this message your withdrawal request has been successfully processed and funds sent to you and since your account no longer has any pending withdrawals it has been blocked as you requested.

Respectfully,

Fairspin

It is a fact that I registered on your website on the 16th of October, but as you can see from the documents presented I tried to make a deposit without success and gave up. I tried again on the 25th of October and again I couldn't. I just managed to make a successful deposit on the 26th of October and start playing. The fact is also that two days later I asked you for permanent self-exclusion and only today, November 15th, was it effective. In the various communications I made with you via chat and email, I obtained contrary information, having even been informed that my account could be blocked and my funds would reach me anyway. I consented, but the account was never blocked, much less restricted.

I ask you what is the point of encouraging a gambling addict to make more and more deposits ???

what is the point of not being able to suspend the account while doing a withdrawal transaction?

at the moment you claim to have processed the withdrawal for me but I have no way of confirming it, because now it was convenient for you to block the account.

your responsible gaming policy not only does not comply with the law, any law, but is abusive and violates the basic principle of respect for human beings.

for me and for all players who face the same problem and are not respected by you, I will take this case, along with all the evidence until the last resort, the money that I deposited in your casino from the moment I inform you that I have serious addiction to the game ( I frequent anonymous players since 2018, it should be refunded!

É fato que me registei no vosso site dia 16 outubro, mas como se vê pelos documentos apresentados tentei fazer um depósito sem sucesso e desisti. Tentei novamente dia 25 outubro e voltei a não conseguir. Apenas consegui realizar um depósito bem sucedido dia 26 outubro e começar a jogar. Facto é também que dois dias depois vos pedi a autoexclusao permanente e apenas hoje, dia 15 de novembro foi efectivada. Nas várias comunicações que fiz convosco via chat e e-mail obtive informações contrárias, tendo inclusive sido informada que poderiam bloquear a minha conta que os meus fundos me chegariam de qualquer forma. Consenti mas a conta nunca chegou a ser bloqueada muito menos a estar restrita.

petgunto vos qual é o sentido de incentivar um adito ao jogo a fazer mais e mais depósitos ???

qual o sentido de não se poder suspender a conta enquanto se faz uma transação dd levantamento ?

neste momento vocês afirmam ter me feito o processamento do levantamento mas eu não tenho como o confirmar, porque agora sim já vos foi conveniente bloquear a conta.

a vossa política de jogo responsável não só não cumpre a lei, nenhuma lei como é abusiva e desrespeita o princípio básico do respeito pelo ser humano.

por mim e por todos os jogadores que enfrentam o mesmo problema e não são respeitados por vós, levarei este caso, junto com todas as provas até última instância, o dinheiro que depositei no vosso casino a partir do momento que vos informo que tenho adição grave ao jogo ( frequento jogadores anônimos desde 2018, deverá ser ressarcido!

Hi!

We understand your feelings, however as stated above we did everything according to the rules of our website to which you have agreed upon registration.

Moreover, we did everything possible to provide you with the best compromise possible and solve the situation you found yourself in.

Now that the withdrawal has finally been procesed and funds sent to you your account has been permanently blocked without an opportunity of unblocking as stated in our Responsible Gaming policy.

Please, keep in mind that the amount of your withdrawal is higher than your deposit amount and if you create any new accounts they will be permanently blocked as well due to our responsible gaming policy.

We care about our players and never encourage them to harm themselves. We're always ready to do whatever it takes to help our players out even when they encounter the most difficult of problems.

Also, if any evidence of arguments we made above are needed, we will be glad to provide them to the admins.

Respectfully, 

Fairspin