Fairspin Casino - Spelarnas vinster har begränsats.

I played Crash X with €50, reached a 41.37x multiplier, and cashed out. However, instead of €2068.50, I only received €1050. Support said they have a €1000 win limit for the game. I find it unfair that I was forced to risk my stake without any chance of winning (after reaching the 20x multiplier, I risked all my money and could have lost everything to reach the 41.37x multiplier). If such a low win limit is applied (which I already find unfair), then the winnings should be paid out automatically, and I shouldn't have to risk everything without any chance of winning. I'm attaching evidence.

Ich habe Crash X gespielt mit 50€ einen 41,37x multiplier erreicht und dort audgecasht. Habe dann aber statt 2068,5€ nur 1050€ erhalten. Der Support meinte sie haben eine Gewinngrenze von 1000€ in dem Spiel. Ich finde es allerdings unfair, dass man mich meinen einsatz riskieren lassen hat ohne dass ich chancen auf gewinn hatte (nachdem der 20x multiplier erreicht war habe ich das gesamte Geld riskiert und hätte alles verlieren können um den 41,37x multiplier zu erreichen). Wenn schon ein so niedriges Gewinnlimit angewendet wird (was ich auch schon unfair finde), sollte der Gewinn dann auch automatisch ausgezahlt werden und nicht mich alles riskieren lassen ojne Gewinnchancen. Ich füge Beweise bei.

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Dear jakobh,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you played this game before? What was the result?
• Did you have any bonuses active when you placed this bet?
• Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Dear Kristina,

Yes, I had played the game before but lost. This was my first win. I played with real money. Communication was always via live chat. I've attached screenshots from the last chat.

Best regards,

Jakob

Liebe Kristina,

Ja, ich habe das spiel zuvor auch gespielt aber verloren. Das war mein erster Gewinn. Ich habe mit Echtgeld gespielt. Kommunikation war immer im LiveChat . Ich habe Screenshots vom letzten Chat angehängt.

Viele Grüße,

Jakob

Dear jakobh,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear jakobh,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Fairspin Casino to join this conversation and assist in addressing the complaint.

Dear Fairspin Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear jakobh,

Thank you for bringing this to our attention. We understand your frustration and take your feedback very seriously.

We are currently investigating this issue, including reviewing the game's win limits and how they were applied in your case. Our team is looking into the details, and we will come back to you with the results as soon as possible.

We appreciate your patience and understanding while we work through this.

Sincerely,

The Fairspin Team

Dear Fairspin Casino,

Thank you for your response and the information provided.

Please keep us updated regarding the matter.

I look forward to your response.

Thank you for your patience while we conducted a thorough review of this case.

Following the investigation, we can confirm that the outcome described is consistent with the game mechanics and limits set by the game provider.

According to the Fairspin Terms of Service:

Clause 12.19: "For detailed Game rules please refer to the rules attached to each of the Games while Your session."

Clause 5.3: "The Company is not responsible for the correctness of the rules of individual games, which are determined by the game providers. The Player is responsible for familiarizing themselves with the rules, payout structures, and limits of each game before placing bets."

Clause 3.1: "By registering and using the Website, You confirm that You have read, understood and accepted these Terms and agree to comply with them."

These clauses clearly establish that the player is required to review and accept all applicable game rules and limits prior to gameplay.

All limits, including maximum win caps, are defined and enforced by the game provider and are displayed within the game interface. These parameters are not modified on the casino’s side.

Therefore, the payout received reflects the maximum allowed win for that specific game round and is fully in line with the applicable game rules and the Terms accepted by the player.

You're just sugarcoating it. In reality, no player expects such a low win limit of €1000. You allow deposits of thousands of euros and €50 bets per game round are permitted. In that context, a win limit of €1000 is completely unfair and, in practice, catches virtually every player off guard. You shouldn't have let me risk my money any further. The limits are set by the casino; the game provider doesn't offer such a low win limit at any other major casino.

Ihr redet das einfach nur schön. In der Realität wird kein Spieler so ein niedriges gewinnlimit von 1000€ erwarten. Ihr erlaubt es, tausende von Euro einzuzahlen und 50€ Einsätze pro Spielrunde sind erlaubt. In dem Kontext ist ein Gewinnlimit von 1000€ völlig unfair und trifft in praxis quasi jedem Spieler unerwartet. Ihr hättet mich mein Geld nicht weiter riskieren lassen sollen. Die limits sind vom Casino so gewählt, der Spieleanbieter bietet bei keinem anderem großen casino so ein geringes gewinnlimit.