Fairspin Casino - Igrački nalog je neočekivano zatvoren.

I registered on Fairspin almost five years ago and have been an active player (over 10 millions USD wagered) and TFS token holder for entire time. Then, about 10 days ago, my account was suddenly blocked for an unspecified reason. My guess is that it's because I recently started selling TFS token (platform native token) I'd held all these years, even though they set a very low daily token exchange limit, and it would take me about 15 months to exchange all tokens I held. I had an active withdrawal request for about $500 (approximately $500 in my balance) and TFS tokens worth about $30,000 at current exchange rate. I consider platform's actions unlawful and ask administration to help me seek justice.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What was your real-money balance at the time the casino closed your account? I mean your actual cash balance, excluding any TFS tokens that are part of the casino's loyalty program.
• When was the last time you deposited money into your casino account?
• When was the last time you submitted any identity documents to the casino as part of the KYC verification process?
• Which country did you select as your country of residence when you registered at this casino?

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

Best regards

Veronika

Hello! Complaint Resolution Center Deputy Team! My account balance is approximately $500 in my BTC wallet. A withdrawal request from my BTC wallet is also in the equivalent of $500 at the current exchange rate. Last deposit was made no more than five days before the account was frozen. I completed a full KYC check, providing all documents immediately after registering in 2021, and casino has never asked me for documents since.

• Which country did you select as your country of residence when you registered at this casino? Could you also clarify the casino's statements regarding the sanctions being the reason for closing your account?

Hello. I registered in august 2021. my country of residence when i registered its Russia. They didn't confirm to me that the account was blocked due to any sanctions. They simply said that they made that decision and then disappeared and stopped answering all my questions.

Thank you!

Dear ElLoko88

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, Igor (igor.p@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,

Veronika

Dear ElLoko88,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Fairspin Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Fairspin Casino representative to join this conversation and participate in resolving this complaint.

Dear Fairspin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear Igor,

Thank you for your cooperation and for assisting us with this case. The matter raised by the player in the complaint requires a thorough internal investigation so we can review all relevant account activity and information related to the situation.

We greatly appreciate your assistance and the opportunity to clarify the circumstances. 

Kind regards,

Fairspin Team

Dear Fairspin Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear Igor,

Thank you for following up. The internal review of this case is still ongoing, as it involves a detailed assessment of the player's account activity and related compliance matters.

In accordance with Sections 10.4–10.7 and 11.1 of our Terms & Conditions, the Company may conduct verification and compliance reviews and maintain account restrictions while such a review is in progress. The Terms also specify that certain internal details of such reviews may not be disclosed.

We will provide an update once there is further information we can share regarding the complaint.

Kind regards,

Fairspin Team

Dear Fairspin Casino,

As I mentioned in my previous message, thank you for informing us that you are reviewing this case.

If there is anything the player or I can assist you with, please let us know.

Also, please let us know if there are any updates regarding this complaint.