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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 [email protected]? 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 ([email protected]). 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.

Dear Fairspin Casino,

Thank you for your response and the information provided.

In this case, the player chose to continue the round beyond the €1,000 threshold, ultimately stopping at a 41.37x multiplier, which should have resulted in winnings of €2,068.50. By proceeding beyond the €1,000 mark, the player was actively risking their accumulated winnings in pursuit of a higher multiplier.

Given this, we believe it would be fair for the player to receive the full amount, as the additional winnings were not guaranteed and were subject to the inherent risk of the game.

We hope to reach a mutual agreement on this matter and kindly ask you to reconsider your position and pay the player the full winnings.

We look forward to your response.

Thank you for your continued involvement in reviewing this matter.

We fully understand the player’s disappointment regarding the outcome of the game round. However, after an additional review of the case, we must respectfully maintain our position.

As previously mentioned, the applicable game limits were available within the game interface during the session and formed part of the rules governing gameplay. 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."
• 
  

While we understand the argument regarding expectations and betting amounts, we are unfortunately unable to make exceptions or override the established game rules after gameplay has already been completed. Maintaining equal application of the rules for all players is an important part of ensuring consistency and fairness across the platform.

For this reason, the payout applied to this game round remains valid and in accordance with the Terms accepted by the player and the limits displayed within the game.

We appreciate your understanding and cooperation.

Kind regards,

Fairspin Team

Dear Fairspin Casino,

Thank you for your response and continued cooperation.

Could you please provide us with an official PDF document or report from the game provider confirming that the win limits are set directly by the game provider? You may send the documentation directly to my email address at [email protected].

This information will help us review the matter more thoroughly and proceed with the case accordingly.

I look forward to your response.

I've played this exact game many times at other casinos, and nowhere else has such a low win limit been set. Blaming the game provider is a lame excuse; the game provider does what you tell them to.

The fact is: no player realistically expects such a low win limit, and you allowed me to risk my winnings without any chance of winning. The casino's position on this is therefore not only completely incomprehensible but also completely unfair and bordering on fraud.

Ich habe exakt dieses Spiel schon häufig bei anderen Casinos gespielt und nirgendwo wurde so ein niedriges Gewinnlimit festgelegt. Das auf den Spieleanbieter zu schieben ist eine faule Ausrede, der Spieleanbieter tut was ihr ihm vorgibt.

Fakt ist: Kein Spieler rechnet realistischer Weise mit so einem geringen Gewinnlimit und ihr habt zugelassen, dass ich meine Gewinne riskiere, ohne jegliche Gewinnchancen zu haben. Die Position des Casino dazu ist somit nicht nur komplett unverständlich sondern auch komplett unfair und schon an Betrug grenzend.

Dear Stefan,

We have sent a detailed response with supporting documents regarding the case to your email address ([email protected]).

Please check your inbox for our official statement and attached documentation.

Thank you for your attention to this matter.

Sincerely,

Fairspin Team