Fairspin Casino - Igrački račun je zatvoren nakon velike pobede.

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Hello, Thank you very much for submitting your complaint. I'm truly sorry to hear about your issue with Fairspin Casino. However, I'd like to inform you that we accept the situation when the casino allows players from restricted countries to open an account as long as they don't use this as an opportunity to later cancel the player's legitimate winnings. In other words, if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well.

Therefore, I would like to emphasize that we investigate further and help only those players whose funds (or winnings) have been confiscated due to being from a restricted country.

Could you please advise how much currently is your withdrawable balance?

Thank you very much in advance for your reply.

Best regards,

Attila

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,

Attila

Dear Matthias01,

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 Stefan,

Thank you for your message.

We are currently reviewing the information provided and will do our best to get back to you soon with further details regarding this matter.

Thank you for your understanding and cooperation.

Kind regards,

Fairspin Team

Dear Fairspin Team,

Thank you for your update.

We acknowledge that the provided information is currently under review.

Kindly keep us informed once the assessment has been completed and a final update or decision is available regarding this case.

We appreciate your cooperation and look forward to your response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Stefan,

Thank you for your patience while we reviewed this matter.

Following a thorough investigation, we can confirm that the account was not closed due to the player's winnings or withdrawal request. The decisive review took place during an enhanced compliance verification procedure (High Check), which was initiated on May 17, 2026 as part of our standard KYC and AML processes.

While the player initially accessed the platform from an Irish IP address, which did not raise any restrictions at the registration stage, the enhanced review later revealed information that required additional compliance assessment. Based on the results of this review, it was determined that the player was not eligible to use the platform under the applicable jurisdictional restrictions, and a decision was made to close the account in accordance with the Terms of Service.

In particular, the following provisions apply:

• 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."
• Clause 3.2: "It is Your sole responsibility to ensure that Your use of the Website is legal in the jurisdiction applicable to You."
• Clause 4.1: "The Company does not accept Players from certain jurisdictions. It is the Player's responsibility to ensure that they are not located in or residents of a restricted jurisdiction before registering and using the Website."

These provisions clearly establish that the responsibility for ensuring eligibility to use the platform rests with the player. The fact that an account passes initial checks does not prevent the Company from conducting additional reviews at a later stage, particularly where enhanced due diligence is required for compliance purposes.

For this reason, the account closure was based on the findings of the enhanced compliance review and was not connected to the player's gaming results, winnings, or withdrawal activity.

Kind regards,

Fairspin Team

Dear Fairspin Casino,

Fact is:

1. I am living in Dublin, that's of course why I played from Irish IP.

2. During registration I had the option to choose Germany as my nationality and I did do so. Also my German identification documents where accepted together with my irish proof of address before I made deposits and you fully verified my account. There was no reason for me to believe that I am not allowed to play at your site.

You allowed me to risk all my deposits playing and the winnings have to be paid.

Best regards

Matthias

Thank you for your comment.

As previously explained, the final decision regarding account eligibility was made following an enhanced compliance review (High Check), which forms part of our ongoing KYC and AML obligations.

By registering and using the platform, you agreed to the Fairspin Terms of Service, including:

• 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."
• Clause 3.2: "It is Your sole responsibility to ensure that Your use of the Website is legal in the jurisdiction applicable to You."
• Clause 4.1: "The Company does not accept Players from certain jurisdictions. It is the Player's responsibility to ensure that they are not located in or residents of a restricted jurisdiction before registering and using the Website."

These provisions clearly place the responsibility for ensuring eligibility to use the platform on the player. Initial registration or preliminary verification do not override these obligations, nor do they prevent the Company from conducting further compliance reviews when required.

The account review was initiated as part of standard compliance procedures and was completed independently of the player's gaming results or withdrawal request. The findings of that review led to the conclusion that the account did not meet the platform's eligibility requirements under the applicable jurisdictional restrictions.

For these reasons, we respectfully maintain that the actions taken were consistent with the Terms of Service accepted by the player and with the Company's regulatory compliance obligations.

Kind regards,

Fairspin Team

Dear Matthias01,

Thank you for your response.

Could you please confirm whether you entered your Irish address when completing the registration form?

Additionally, do you currently hold a long-term residence permit or permanent residency status in Ireland?

This information will help us better understand the circumstances of your case.

I look forward to your response.

Dear Stefan,

Yes, I entered my irish address, also it's my only address. I entered all the correct details.

For nationality, I selected German and submitted my German ID for verification and and for address I entered my correct Irish address and submitted my bank statements from Bank of Ireland to confirm it. My documents were accepted and my account was fully verified.

As my nationality is German, a residence permit is not a thing here. Both countries are in the EU and I can choose to live there freely. Same thing for permanent residency. As I am citizen of a EU-country, so both those things are unnecessary and I can live in Ireland as long as I want anyways, without those things having any relevance or use-case. These documents are only relevant for non-EU citizens.

Best regards

Matthias

Dear Matthias01,

Thank you for your response and clarification.

I understand your explanation regarding EU freedom of movement and the fact that residence permits are not applicable in your situation.

Could you please let me know whether you have any additional proof of residence, such as a tenancy/rental agreement, utility bill or another official document demonstrating that you reside in Ireland?

This information may be helpful for our assessment of the case.

I look forward to your response.

Dear Stefan,

I use 3 banks in total for which I can provide bank statements. I use 1 investment broker where I can provide statements and also I have the official public services card, which only residents of Ireland can obtain.

Is the Casino doubting my residence now or why all these questions?

Best regards

Matthias

Dear Matthias01,

Thank you for your cooperation.

We are asking these questions because it is important to establish that you were genuinely residing in Ireland at the time of your registration. Otherwise, the casino may argue that incorrect information was provided during the registration process.

Would you be able to provide a recent bank statement showing your Irish residential address? If so, please send it to my email address at stefan.m@casino.guru.

I look forward to your response.

Dear Stefan,

As I told you already I have only entered my correct information. But no problem, I have sent you a recent bank statement.

Best regards

Matthias

Dear Matthias01,

Thank you for your response and for providing the requested document.

We appreciate your cooperation and will review the information. I will keep you updated on any further developments.

Dear Fairspin Casino,

Could you please provide the appropriate email address to which the player can send their bank statement for address verification?

Thank you in advance for your cooperation.

I look forward to your response.

Dear Stefan,

Thank you for your continued cooperation and for your efforts in reviewing this matter.

We appreciate the additional information regarding the player's claimed residence in Ireland. Should the player wish to provide any further documentation supporting their residence at the time of registration—such as a tenancy agreement, utility bill, bank statement, or any other official document—they are welcome to send it directly to support@fairspin.io.

To ensure the documents are reviewed correctly, we kindly ask the player to indicate in the email that the documentation is being submitted in relation to the ongoing Casino.Guru complaint and is intended to support a request for a review of the account closure decision.

We would, however, like to clarify that the decision to close the account was not based on a single document or a single criterion. It was reached following a comprehensive High Check conducted as part of our standard KYC and AML procedures, during which all available information relating to the account was carefully assessed.

Any additional documentation submitted by the player will, of course, be reviewed in accordance with our compliance procedures. However, the outcome of such a review will depend on the overall assessment of the account and all relevant information available to us, rather than on the existence of any individual document confirming the player's residence.

As previously noted, by registering and using the platform, the player accepted the following provisions of our Terms of Service:

• 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."
• Clause 3.2: "It is Your sole responsibility to ensure that Your use of the Website is legal in the jurisdiction applicable to You."
• Clause 4.1: "The Company does not accept Players from certain jurisdictions. It is the Player's responsibility to ensure that they are not located in or residents of a restricted jurisdiction before registering and using the Website."

We remain committed to conducting an objective and thorough review should the player decide to submit additional information, and we appreciate your continued cooperation throughout this process.

Kind regards,

Dear Casino,

I have sent you the document via email with explanation as requested.

Best regards

Matthias

Dear Fairspin Casino,

Thank you for your response and continued cooperation.

The player has confirmed that they have submitted the requested documentation to your support email.

Could you please review the information provided and update us on the outcome of your assessment?

I look forward to your response.

Dear Stefan,

Thank you for your message.

We confirm that the player's email and the provided documentation have been received by our team.

The information will be reviewed as part of the ongoing assessment of this case, and we will provide an update once we have further details to share.

Thank you for your cooperation and understanding.

Kind regards,

Fairspin Team

Dear Fairspin Casino,

Thank you for your response and for your continued cooperation.

We appreciate the update. Please keep us informed of any developments and let us know the outcome of your assessment as soon as it has been completed.

I look forward to your response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Stefan,

Thank you for your patience and continued cooperation.

We would like to confirm that we are continuing our review of the situation and the information available in relation to this case.

As previously communicated, the account assessment was conducted in accordance with our internal compliance procedures and the Terms of Service accepted by the player upon registration. Fairspin reserves the right to perform KYC, enhanced verification and compliance reviews at any stage of the customer relationship, including after registration and account activity (Section 10.4).

We would also like to reiterate that internal compliance criteria, assessment methods and specific details related to such reviews cannot be disclosed (Section 10.7).

At this stage, we kindly ask for additional time to complete the ongoing assessment and will provide a further update once there is additional information to share.

Thank you for your understanding and cooperation.

Kind regards,

Fairspin Team

Dear Fairspin Casino,

Thank you for your response and for your continued cooperation.

As this complaint has now been ongoing for more than two months, and the player submitted the requested documentation over three weeks ago, we would kindly ask you to finalize your review and provide us with the outcome of your assessment.

We understand that compliance reviews may require additional time; however, we believe that a sufficient period has now passed to reach a conclusion. If there are any outstanding issues or additional information still required from the player, please specify them so that the matter can be resolved without further unnecessary delay.

We look forward to your response.

Dear Stefan,

Thank you for your patience and for your continued cooperation throughout the review of this case.

We have now completed our assessment of the information provided, including the documentation submitted by the player regarding his claimed residence in Ireland.

Following this assessment, our position remains unchanged. The documentation provided does not establish that the player was eligible to use the Fairspin platform under the applicable Terms of Service.

In particular, Clause 13.2 of the Terms of Service expressly lists both Germany and Ireland among the Restricted Jurisdictions. It further provides that users residing in or located within an Excluded Jurisdiction must not open or use an account or deposit funds.

Furthermore, Clause 13.3 expressly states that the relevant territorial restrictions apply regardless of the user's nationality and are determined by the user's place of residence or physical location.

Accordingly, the player's documentation regarding residence in Ireland does not provide grounds for reactivation of the account, as Ireland itself is listed as a Restricted Jurisdiction. At the same time, during registration the player declared Germany as both his country and citizenship and completed KYC using German identification documents; Germany is likewise expressly listed as a Restricted Jurisdiction.

We would also like to clarify that the fact that the account was previously accessible and that deposits and gameplay were permitted does not constitute confirmation that the player was eligible to use the platform on an unrestricted basis. The Terms of Service allow Fairspin to conduct verification and compliance reviews during the customer relationship, and the applicable territorial restrictions remain binding regardless of whether an account was previously able to access the Website or complete transactions.

In addition, Clause 13.1 places responsibility on the player to determine whether the use of the Website is permitted in the applicable jurisdiction. Therefore, the fact that the account was not restricted immediately upon registration does not override the player's obligations under the Terms of Service or create an exception to the territorial restrictions set out in Clause 13.2.

Accordingly, regardless of whether the player's claimed residence in Ireland or the information declared during registration is considered, the available information does not establish eligibility to maintain and use the account under our Terms of Service.

On this basis, the account will remain closed and cannot be reactivated.

We trust this provides the requested outcome of our assessment and clarifies why the additional documentation did not alter the decision.

Thank you for your cooperation in resolving this complaint.

Kind regards,

Fairspin Team

Hello,

This all does not even matter in my case, since the rules about Ireland were adjusted AFTER my account was suspended. Before, only Germany was listed as restricted, not Ireland.

Best regards

Matthias

Dear Fairspin Casino,

Thank you for your response and for the detailed explanation.

However, we would like to clarify one important point regarding the applicable Terms of Service.

The player has stated that Ireland was not listed as a Restricted Jurisdiction at the time of his registration and gameplay, and that Ireland was added to the list only after his account had already been suspended.

Could you please confirm whether this is correct?

If Ireland was not a restricted jurisdiction at the time the player registered, deposited, and played, we believe this is highly relevant to the assessment of the complaint. In that case, the player would have been eligible to use the casino from Ireland at the relevant time, and the subsequent addition of Ireland to the list of Restricted Jurisdictions should not retroactively make his previous activity ineligible.

Could you therefore please provide the version of Clause 13.2 that was applicable at the time of the player's registration and during the relevant period of his gameplay, and confirm the date on which Ireland was added to the list of Restricted Jurisdictions? You can provide this information to my email address stefan.m@casino.guru.

Furthermore, if Ireland was not restricted at the relevant time, could you please explain on what basis the player's deposits and winnings would be considered ineligible?

We look forward to your clarification, as this point appears to be essential for determining whether the player's account activity was permitted under the Terms applicable at the time.

Dear Stefan,

I also saved Fairspin’s T&Cs immediately after they closed my account. I have sent you the evidence via email. They updated their T&Cs on 16.07.2026.

Anyway, I do not understand why this is even relevant. The casino allowed me to open an account, having both Germany and Ireland available in their drop down menu during registration, allowed me to make deposits, and fully verified my identity after I provided all the correct information. They then left my account open and accepted multiple deposits until I won a significant amount.

The casino still does not block access from an Irish IP address, meaning that players can access and play on the website from Ireland. As long as they allow someone to risk their money while playing on their site, they should also pay out any fair winnings. Otherwise, this would effectively allow the casino to accept deposits while refusing to honour legitimate winnings. In previous similar cases, CasinoGuru has already stated that it considers such practices by casinos to be unfair.

It is extremely frustrating that I have now been waiting for over three months for my money while this case involves such an obviously unfair practice by the casino.

Best regards

Matthias

Matthias

Dear Stefan,

We would like to let you know that we have sent our response regarding the complaint to you by email. Please kindly check your inbox at your convenience.

Thank you for your assistance and cooperation in handling this case.

Kind regards,

Fairspin Team

Dear Fairspin Casino,

Thank you for your email and the information provided.

I have thoroughly reviewed the situation and have responded to your email.

I am looking forward to your response.

Dear Stefan,

We would like to let you know that we have sent our response regarding the complaint to you by email. Please kindly check your inbox at your convenience.

Thank you for your assistance and cooperation in handling this case.

Kind regards,

Fairspin Team