Fairspin Casino - Играч обвинява казиното в манипулации.

I've been playing at the casino for quite a while, and unfortunately for them, I started recording each session from the moment I suspected something wasn't right. Upon reviewing the footage later, I discovered that they are cheating. The recordings clearly show that the casino manipulates the game credits during play, and the captured symbols do not award the winnings they should, but rather a lower amount. For example: In the game Jocker Coin with a 10 CZK bet, three cherries are caught diagonally in one row, alongside three oranges beneath them. The total winnings should be 50 CZK, but only 20 CZK is credited. This is just one of many instances. Additionally, when winnings, including from bonus rounds, start to come in, the casino simply disconnects the game, making it inaccessible for a while, blocking the withdrawal of winnings, spinning the reels, etc. I have roughly 200 hours of recordings showing rule violations and cheating.

Naturally, when I tried to address this with them, they blocked my account access and stopped responding.

V kasínu jsem hrál delší čas, bohužel pro ně pořizuji z každého hraní záznam od doby, kdy se mi začalo zdát, že není něco v pořádku. Při pozdějším zkoumání, jsem zjistil, že podvádí. Ze záznamů je jasně vidět jak kasíno upisuje herní prostředky během hry, chycené symboly nepřipisují výhru ve výši ktrou mají připsat, ale v nižší. Příklad : Hra Jocker Coin, sázka 10 kč, chyceny v jedné řadě podélně 3xtřešně a pod nimi 3x pomeranče výhramá být celkově 50 kč, ale je připsáno pouze 20 kč. To je jeden z hromady případů. Dále když začnou chodit nějaké výhry, týká se to i bonusových kol kasíno prostě hru odpojí a je nedostupná po nějakou dobu, blokování výběru výher Protáčení válců atd, atd Mám zhruba 200 hodin záznamu, kde dochází k porušování pravidel a podvodům.

Samozřejmě, když jsem to s nimi začal řešit, tak zablokovali přístupk účtu a přestali odpovídat.

Dear BonoTox,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.l@casino.guru?

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Veronika

Hello!

Fairspin Team would like to take part in this complaint to prevent any possible misunderstanding and incorrections. 

First and main point - Fairspin always cares about every situation that might take place and always follows Terms and Conditions with which every member agrees upon registration. 

BonoTox have contacted us through livechat and email several times with situations about incorrect work of some functions and games.

However, details provided by former member of the gaming platform have not shown any incorrections.

We understand that different situations might take place and requested additional details to investigate the situation but BonoTox have not provided it.

It is clear that without additional information no process can be finished but we want to pay special attention that we have never refused to assist with any situation and that is fact. 

Also we would like to mention that a situations that can be solved with provided details has been resolved successfully. 

Mentioned blocking account were made due to the violation of the Terms and Conditions by a former member of the gaming platform.

To be more specific - Multi Account.

That point has been violated by BonoTox two times and we have no other option than to take actions. 

Important to mention that BonoTox has been informed about that situation and possible consequences. 

With all of these facts we hope that situation becomes clearer and we can successfully resolve it.

Respectfully,

Fairspin! 

Good day.

I contacted Kaisna many times, they didn't even want to see the records of what I bought.

If I didn't force at least 1 record on them, they wouldn't have seen even that one and closed the whole thing by saying that I broke the rules and that's it. Done.

They say they had the recording reviewed, but everything is said to be in perfect order. So they didn't even see him.

Even a small child can tell that something is wrong with the game, let alone a qualified worker.

I won't speculate and especially I don't even blame anyone, but the next day after the casino was announced, I couldn't find any screen recordings in my PC, everything just disappeared, not even 1 record anywhere. Maybe I did it, but I don't know...

Also, there are external drives that I can keep in the closet.

I actually have more than 300 hours of recordings, I will have to process them and cut out the given passages.

Then I would send them to the email you provided.

Or if you were, but she was interested in recordings of the gameplay, as they are taken, it would not be a problem and everything as I would put them on YouTube and make them available. So let me know what is better for you.

Dobrý den.

Kaísno jsem kontaktoval mnohokrát, nechtěli ani vidět záznamy co jsem pořídil.

Kdybych jim nevnutil aspoň 1 záznam, tak by neviděli ani ten a celou věc uzavřeli tím, že jsem porušil pravidla a konec,. Vyřízeno.

Záznam prý nechali přezkoumat, ale prý vše v naprostém pořádku. Takže ho ani neviděli.

I malé dítě pozná, že není s hrou něco vpořádku, natož kvalifikovaný pracovník.

Nebudu spekulovat a hlavně nikoho ani neobviňuju, ale druhý den po oznámení věci kasínu jsem již ve svém PC nahrávky obrazovky nenašel, prostě vše zmizelo,nikde ani 1 záznam. Možná jsem to udělal já, ale nevím no....

Ještě, že existují externí disky,které mohu ležet ve skříni.

Záznamu mám doopravdy více jak 300 hodin, budu jemuset zpracovat a vystřihnout danné pasáže.

Poté bych vámje poslal na email, který jste uvedla.

Nebo pokud by jste, ale měla zájem o záznamy z hraní, tak jak jsou pořízeny, nebyl by to problém a vše tak jak je bych vložil třeba na YouTube a zpřístupnil. Dejte tedy vědět co je pro vás lepší.

Dear Fairspin Casino representative,

Thank you for getting in touch with us and providing a thorough explanation of the situation.

Dear BonoTox,

if you have any evidence of your claims, you can make a YouTube video and send us the link when it's finished.

Regarding your account closure due to multiple accounts found, is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Good day. As soon as I have everything processed, I will put the content on you tube and send you the link.

I live in a family house, which we have divided into 4 housing units, that's a total of approximately +- 16 people. Of course, we only have 1 internet, which we pay together. Therefore, 16 people use the same 1 IP address, and since there were some wins from the beginning, half of the 8 people naturally made their account and everyone played like crazy. I wrote them everything, their reaction is clear, all my accounts, I rob the casino, etc...

Dobrý den. Jakmile budu mít vše zpracováno umístím tedy obsah na you tube a pošlu vám link.

Bydlím v rodinném domě,který máme rozdělen na 4 bytové jednotky, to je celkem cca +- 16 lidí. Samozřejměinternet máme pouze 1 který platíme společně. Tudíž 16 lidí používá stejnou 1 IP adresu a jelikož ze začátku padalyi nějaké výhry, tak si polovina cca 8 lidí samozřejmě udělalalo svůj ůčet a vsichni hráli jak zbesilí. Já jim to, ale všechno psal, jejich reakce je jasná všechno moje účty,okrádám kasíno atd...

Dear BonoTox,

Could you please specify what the balance in your account was when the casino blocked you?

Hello, I will try to search according to the records. I don't remember exactly anymore.

Dobrý den, zkusím dohledat dle záznamů. Přesně si to již nevybavuji.

I'm still working on the records, it's very time consuming. Thank you for understanding.

Na záznamech stále pracuji,je to velice časově náročné. Děkuji za pochopení.

Dear BonoTox,

Are you still working on the records? Please let me know if you have any evidence that could help us resolve your complaint.

Yes, within 2 days I will post the recordings again on YouTube and I will send you a link to watch them here.

Ano do 2 dnů vložím opět záznamy na youtube a zde vám pošlu link ke zhlédnutí.

https://youtu.be/FHd80uu2g6A

https://youtu.be/KeredeYWuS4

https://youtu.be/8zx_Dr1hCYQ

I will post another one during the week

budu vkládat behem tydne další

You have closed a claim to the 20bet casino and you have not viewed these records at all.

https://youtu.be/…VLm

https://youtu.be/…65Z

https://youtu.be/…MeG

https://youtu.be/…y8B

https://youtu.be/…2Bv

https://youtu.be/…gFO

https://youtu.be/…qWe

https://youtu.be/…-fA

https://youtu.be/…LgG

Uzavřeli jste stiznost na kasino 20bet a vůbec jste si neprohlédly tyhle záznamy.

https://youtu.be/…VLm

https://youtu.be/…65Z

https://youtu.be/…MeG

https://youtu.be/…y8B

https://youtu.be/…2Bv

https://youtu.be/…gFO

https://youtu.be/…qWe

https://youtu.be/…-fA

https://youtu.be/…LgG

Please refrain from posting videos unrelated to this complaint. As I explained to you in your complaint regarding 20Bet, we recommend you get in touch with the game provider or the licensing authority for a resolution.

Concerning the links to the videos of your gameplay at Fairspin, it appears that there were internal errors that led to your game crashing. Have there been any changes to your balance as a result of these failed games? Did the games complete in the background, or were they not recorded at all?

Good day.

The final balance when the account was blocked was $11,752.

But the internal error, as you say, always threw it out as soon as it started to win a little.

It just started to work and immediately an internal error, everything went wrong again, and it didn't work anymore, the same thing with bonus games. etc

The games were always uploaded back to the next day. On the same day never!!!

Dobrý den.

Konečný zůstatek při zablokování účtu byl 11,752 dolarů.

Jenže intrní chybu,jak vy říkate, to vždy vyhodilo jakmile se trošičku začalo vyhrávat.

Prostě zacalo se darit a ihned interní chyba, znovu vse nacist, no a uz se nedarilo, to sameu bonusových her. atd

Hry se vzdy nahrály zpět až druhý den. V ten samy den nikdy!!!í

The internal error could be due to an issue with the game provider or possibly related to internet connection problems on your end. Unfortunately, without a record of your bets in the casino system, there's no way to determine if you lost or won anything during the error.

In this case, we're unable to offer further assistance. I recommend contacting either the casino's licensing authority or the game provider directly to resolve this issue.

This complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.