Fairspin Casino - Гравець незадоволений казино.

Ive had in my balance 375US$ and got my bonus money this friday on the value of 1300US$ , I went to the menu of slots to play bonus, ive started to play and all is normal. I exited to the homepage to see my balance is gone. Meaning my funds were used without me being aware, there was no notification on the website, any request to allow and at the very least warning that the user is not playing the bonus money but is playing his funds.

Upon contacting the customer service, just got template replies and no regard for my situation that seems 100% like a scam.

Their explanation was that if you have $ in your account will use it first, once you dont have funds will use the bonus money.

Please avoid this casino at all costs

Hello migueeeeel,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Fairspin Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you claim the bonus by your own or automatically? When was the last time you spoke to the casino and what was it about?

Please note that every casino has different bonus terms and there is nothing unfair about spending the real money first. If the casino states it in their terms, there is nothing you can do.

Be sure to always read the terms and conditions and bonus terms before accepting any.

Looking forward to your answer.

Regards,

Nick

Hi Nick,

Thank you for the reply.

Replying your questions: account was verified and ive done multiple deposits and withdraws in the past. Maybe verified 3-4 months ago, I’m not sure the exact date. And I’ve claimed bonus on my own.

Last time I tried to talk was to cancel via email yesterday and they said I need to contact again to cancel the account 24h later.

My problem here is that, I thought I was using the bonus money while playing on the bonus slots category, but instead I was playing my funds, there wasnt a notification or warning that I will play with my funds, as the category name is PLAY WITH BONUS with limited slots and ive played there before (by coincidence i didnt had any funds and went normal) but 3 days ago I had funds and they were used without any warning that I will be using real funds on the category PLAY WITH BONUS.

The UX on the website is misleading and I used my funds without my knowledge(which is unheard of), and then the customer support is robotic and leads no where. And to be 100% honest im not super experienced in online casino and bonuses, but nonetheless the UX and communication should be clear if extracting your funds, also there wasn't the counter of my funds there, only the bonus funds. Should be clear of using your funds, shouldnt be room for doubt or it start to seem scammy.

I dont expect any funds returned to me, I will not play in fairspin any more and hope my issue makes aware of other people. Because honestly I spent thousands in fairspin, is not the 375US$ that will make any difference. My issue is the principle on how the casino treat a customer with an issue that provides a couple of thousand US$ every month, I rather take my money and play where im respected.

Thank you for the feedback

Hello Miguel,

I'm not entirely sure which bonus did you use so I've just checked a few other bonuses in the casino and all of them has this specific rule:

Unfortunately there isn't anything we are able to do as they have clearly stated that the real money balance would be wagered.

Please be sure to always go though all the terms and bonus terms before registering in a casino or claiming any bonuses.

Is there anything else we could assist you with? If no, the complaint will be closed.

Dear migueeeeel,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.