Fairspin Casino - Igrački nalog je zatvoren.

"Dear Fairspin Support,

I am writing to formally lodge a serious complaint regarding the unfair and completely baseless ban of my account.

You accused me of uploading someone else’s ID, which is absolutely false. I have never uploaded any ID document to your platform, nor have I ever possessed anyone else’s ID in my entire life. These accusations are not only unfounded but also insulting.

As a result of this false claim, you have unjustly banned my account and withheld my funds – specifically, $200 of my balance. This is a clear violation of fair play and your own stated terms of service.

I demand the immediate reinstatement of my account and the release of my funds without further delay. If this matter is not resolved promptly, I will have no choice but to escalate it by filing formal complaints with relevant regulatory authorities and sharing my experience on public forums and review sites.

Your actions so far are unacceptable, and I expect a swift correction."

This was my complaint. I got a fake answer

Also, they try to remove my trustpilot review and for the best part they said that they had a thorough review but I got banned after 1 min when I done the kyc.

I hope you can help me.

Yours sincerely

Ben

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Fairspin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please clarify in detail what documents were exchanged with the casino support? Were any documents related to other people? Have you sent documents via email exclusively, or have you uploaded documents via the casino's website?

Thank you very much in advance for your reply.

Best regards,

Tomas

Could you please advise how long you were a player at the casino and when exactly your account was blocked?

I am playing here more than 2 years, My account was blocked on October 3.

How did you learn about your account being blocked?

When I tried to log in i cant do that.

What games did you play to accumulate your current balance in the casino? 

So I won around 989x on Rock vegas then I played minigames like mines etc

Did you achieve your current balance with the help of a bonus?

No it was a real balance not a bonus balance

Could you please clarify in detail what documents were exchanged with the casino support? Were any documents related to other people? Have you sent documents via email exclusively, or have you uploaded documents via the casino's website?

So I wrote them many multiple times, I tried to ask them what is the ban reason they said that because of using somebody ID and not my ID (which is false because i used my ID). I upload my kyc on the website.

Thanks for the explanation.

• Could you please specify the year when your ID document was issued?
• Have you sent a selfie of yourself next to your ID to the casino during verification?
• Were there any changes to your appearance when compared to your ID document?

Please let me know.

Could you please specify the year when your ID document was issued?

In this year (2025)

Have you sent a selfie of yourself next to your ID to the casino during verification?

Yes

Were there any changes to your appearance when compared to your ID document?

Nothing changed

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Mirka, who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Fairspin Casino representative to join this conversation.

Dear Fairspin Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello,

Thank you for bringing this matter to our attention.

Following our review, we confirm that the account in question was permanently closed due to a critical failure to pass the mandatory Identity Verification (KYC) process. The verification failure occurred on October 4, 2025.

The decision was based on definitive discrepancies identified during the verification procedure. Our security protocols require a conclusive match between the individual's live selfie and the photograph in the submitted government-issued identification document, as well as consistency in personal details. In this instance, the system could not confirm that the person in the live capture was the same individual depicted in the provided ID, and the name provided by the user did not match the name on the document.

Our primary commitment is to provide a secure and fair environment for all patrons. Verifying that each account belongs to a real, identifiable individual is the cornerstone of that security. When this verification fails, the account is deemed illegitimate and is removed from the platform.

We trust this clarifies the reasons for our decision. Should you have questions on other topics, we remain available to assist.

Sincerely,

Fairspin Team

Thank you for your reply, Fairspin Casino.

Please send me evidence of the mentioned discrepancies to miroslava.d@casino.guru.

Thank you.

Hello,

Thank you for your response.

We have submitted all the requested information and sent a detailed email for your review.

Please kindly check your inbox at your earliest convenience and let us know if any additional information is required.

Best regards,

Fairspin Team

Dear player,

After gathering all the necessary information and details from the casino, we decided to close this complaint as unjustified due to the inconsistencies in the submitted documents.

Please note, that without satisfying casino's verification requirements, it is not possible to successfully withdraw money from any online casino.

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.

Best regards,

Mirka