Fairspin Casino - Das Konto des Spielers wurde ohne Begründung geschlossen.

I first opened Fairspin account in Nov 2024, and over the next 6-7 months I deposited and lost many thousands of dollars on the platform (and never won enough to request a withdrawal). In May 2025, I was playing regularly on the platform and decided I should get verified. Near the end of May I received confirmation I was fully verified and could make withdrawals at any time. Then, on June 5, I made my first withdrawal request for $1000 (this was after losing thousands in the week before). They asked me to do a sum sub verification (selfie video) which I did, and at first, I got a message saying my additional ID verification was approved. Then- out of nowhere- I was blocked from my account, with a message on the banner page saying I violated the terms and conditions! Later, I got an email from their support team saying I was permanently blocked and the decision was final. The reason they gave was that I failed ID verification. I was shocked: I have ample evidence I passed verification, including: an email, photos of the message in my account indicating I was fully verified, etc. I’m an old man in cancer treatment- this is very unethical and I need that $1000! It was not winnings, I just lucked out and won back thousands I’d lost the week before!

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• Did the casino specify which rule you allegedly breached?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

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Hi there,

i focused only on Slots- no sports betting, no live games.

I was not playing with any bonuses- no active bonuses on the days leading into the accumulation of the $1000 USD I am owed.

Fairspin did not say specifically what rule I breached. They said I failed ID verification. I can provide a screen shot or forward the information they provided. It is all contained in the first complaint I made to another complaint resolution team (Ask Gamblers).

Note, when another complaint resolution team tried to get this resolved, I provided all the required information. Fairspin did not, and they stopped responding. I can provide you will all the same information, including an email that confirms I passed ID verification- 6 days before I tried to make a withdrawal- and on June 5- I also passed ID verification (day I made the request).

Thank you very much for your reply. Could you please forward any supporting evidence and all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I will forward you all the correspondence and evidence this weekend!

Hi Kristina,

I sent you a number of emails with documentation but some bounced back- not sure why.

Hi again Kristina- sorry for the multiple emails. Fair spin has contacted me- not sure if it’s something casino guru did to help but it’s great. I have asked to be e-transfered what I am owed, today, to my email address roberteboychuk@icloud.com. I mostly made deposits using e-transfer (99% of the time). I am hoping they transfer it today. If they do I will post here?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear RobBoy,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina