Fairspin Casino - Nalog igrača je ograničen.

Hi, I was attempting to withdraw 564 USDT after a deposit of around 40-ish USDT, after completing and passing KYC and then submitting a withdrawal request I was told to complete an Advanced KYC which included proof of address and a selfie video (normal KYC is a selfie + ID photo). I then completed it and seemingly passed and then attempted to withdraw once again. all seemed good until about 2-3 days later I receive an email saying I failed Sumsub's Identity verification and that my account was to be permanently restricted and for my winnings to be withheld.

I know I completed the Advanced KYC honestly and correctly so this decision is a huge surprise to me and I have no clue why they weren't able to verify my identity/came to this conclusion.

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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 types of games did you play? Were they slots, live casino games, or did you place bets on sports?
• Have you accumulated your winnings with or without a bonus?
• Am I correct in understanding that you made only one deposit into this casino?
• Have you submitted any documents to verify your payment method? If so, could you please specify which documents you provided?

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

Hey,

1. I only played slots
2. The winnings were accumulated without a bonus
3. I've only made one deposit yes.
4. The Sumsub verification links provided by the casino only asked for ID verification and Address verification.

In terms of what documents I submitted through Sumsub (required to initiate a withdrawal o from the casinos website, I had to submit photos of my ID (passport) and had to take a selfie. Those 2 documents were part of the normal verification process which I passed.

I then received an email from Fairspin asking me to complete "High-Level Verification" through a special Sumsub link which entailed me having to record a selfie video and provide proof of address from the last 3 months (I provided a bank statement).

A few days later I then received the email regarding account closure and withholding of funds due to me apparently failing the high-level verification (no reason specified).

Dear zaddy234567

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, Kubo (jakub.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,

Veronika

Dear zaddy234567,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Fairspin Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Fairspin Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear Kubo and zaddy234567,

Thank you for your patience as we completed our full review of this case.

We have now carefully examined the situation regarding the KYC process for account zaddy234567.

The verification could not be completed because the automated system detected potential indicators of non-voluntary participation, specifically flagging: "Multiple people/devices present during liveness check."

This type of alert triggers our highest-level security protocols, which are in place to protect individuals and ensure the integrity of our platform for all users.

Our support team has communicated this specific reason directly to the player via email.

We are happy to provide any further clarification necessary for your mediation.

Sincerely,

Fairspin Team

In regards to the multiple devices/people, I had to use somebody else's camera because the one on my phone was broken, so the person/device might've appeared as we were setting up as I was borrowing the phone.

Wouldn't there be a possibility to reattempt the verification/have the funds (564 USDT) withdrawn into my payment method I used to deposit?

Dear Fairspin Casino,

Could you please provide the supporting evidence for your claims and send it to my email address at jakub.m@casino.guru?

Thank you for your cooperation.

Dear Kubo,

We have sent a detailed response with supporting evidence regarding case zaddy234567 to your email address (jakub.m@casino.guru).

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

Thank you for your attention to this matter.

Sincerely,

Fairspin Team

Dear Fairspin Casino,

Thank you for providing the additional context and supporting evidence related to this case. We appreciate your cooperation and the detailed information shared for the purpose of our review.

Dear zaddy234567,

Following a review of the documentation and information provided by the casino, it is evident that the verification process was accessed and attempted from multiple sources. From a regulatory and security standpoint, such situations raise significant concerns for online casinos, as verification procedures are designed to ensure that account access and identity confirmation are handled exclusively by the account holder.

As a result, the casino’s actions are considered justified and in line with standard security and compliance requirements applied across the online gambling industry. Based on these findings, we regret to inform you that we are unable to uphold your complaint and must therefore consider it unjustified.

For future reference, we recommend ensuring that verification processes are completed solely by the account holder and that casino accounts are always registered and operated using the personal data of the individual playing. These general best practices help prevent complications and protect both players and operators.

Thank you for your understanding.