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I previously self-excluded from Fairspin.io due to gambling addiction. Earlier this month, after approximately one year, I registered again using exactly the same personal data: my name, national ID card, IBAN, phone number, and address.

Despite clearly being self-excluded, Fairspin fully accepted and validated my identity, including video facial verification, allowing me to deposit repeatedly. I deposited exactly €1185. Only when I attempted to withdraw my funds did Fairspin suddenly block my account, citing violation of their Terms & Conditions (Clause 1.10).

While I acknowledge self-excluded players cannot claim winnings, Casino Guru’s precedent (Aringarosa87 vs Fairspin) clearly established that casinos failing their internal verification processes must refund all deposits made after self-exclusion.

Additionally, despite my account being permanently blocked for responsible gaming reasons, Fairspin still actively sends promotional emails to encourage further deposits (screenshot attached). This clearly demonstrates Fairspin’s inconsistent and negligent internal procedures regarding responsible gambling.

Therefore, I kindly request Casino Guru’s mediation to ensure Fairspin refunds my full deposited amount (€1185), considering:

Fairspin’s clear internal verification failure,

The established Casino Guru precedent,

Fairspin’s ongoing contradictory promotional practices.

Thank you very much for your assistance.

Dear designmara6,

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. 

• When did you close the previous account?
• Could you please provide the initial account closure request?
• When did you create the new account and when was it closed?

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,

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Katarina, thank you for your message.

My original account was closed approximately one year ago, in May 2024, following a self-exclusion request due to gambling addiction.

The new account was created on May 2nd, 2025, and was blocked on May 13th, 2025, shortly after I attempted to withdraw 1000 USDT.

Please let me know if you need any additional details.

Best regards.

Dear designmara6,

thank you for your message.

• Have you communicated your issue with casino support, please? Have you received any response?
• Could you please forward me your initial self exclusion request, please? My email is katarina.d@casino.guru.
• Have you accumulated your winnings with the help of bonus, please?

Looking forward to your reply.

Katarina

Dear Katarina,

Thank you for your follow-up.

1. Yes, I have communicated extensively with Fairspin’s support regarding this issue, in the hope of resolving the situation amicably. I insisted that I was not claiming any winnings, only the full refund of the total deposits made in the second account, which amount to €1185. Unfortunately, their replies were always the same — referring to clause 1.10 of their Terms of Service. I acknowledge their terms, but the issue here is that Fairspin manually verified my second account using the exact same personal documents already on file from my previous, self-excluded account, and still allowed multiple deposits. That verification failure lies entirely with the casino. The precedent already set by Casino Guru (Aringarosa87 vs Fairspin) clearly states that self-excluded players should not receive winnings, but must be refunded if deposits were accepted due to verification errors. This is precisely my case.
2. I no longer have the original self-exclusion request email (as it was over a year ago), but I can provide all email exchanges related to the second account if needed.
3. Regarding your last question: the winnings were made exclusively using real balance (no bonuses were used).

Finally, even after my second account was blocked, I still receive weekly promotional emails from Fairspin, including the one attached titled "We miss you!". This further proves that my email was never removed from their marketing list, raising concerns about their seriousness regarding responsible gambling.

Thank you for your support.

Best regards.

Dear designmara6,

thank you for your reply.

• Do I understand correctly that you have self excluded from the second account you have created, please?
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.
• Could you also share the email confirming your registration at this casino (ideally for both accounts)?

Looking forward to your reply.

Katarina

Dear Katarina,

Thank you for your follow-up.

To clarify your first question: I did not self-exclude from my second account. Fairspin blocked it on May 13th, 2025, immediately after I attempted a withdrawal. They justified the account closure by stating they detected I had previously self-excluded from another account.

However, this raises serious concerns:

• If Fairspin's internal procedures regarding self-exclusion were genuinely robust, my second account registration and repeated deposits—made using the exact same personal data already linked to my self-excluded account—would have been detected immediately.
• The account underwent full identity verification (document and facial verification), and numerous deposits were accepted, totaling €1185.
• It seems highly questionable that Fairspin’s verification processes failed repeatedly during deposits but conveniently functioned correctly only when a withdrawal request was made.

This situation precisely demonstrates why I strongly believe I am legitimately entitled to a refund of my deposits, consistent with responsible gambling standards and the precedent set by Casino Guru (Aringarosa87 vs Fairspin).

Regarding your other requests:

• I've just sent all email communications exchanged with Fairspin’s support as screenshots to your provided email (katarina.d@casino.guru).

(Note: The initial conversations are in Portuguese, but subsequent emails are in English.)

• Fairspin did not send a specific "registration completed" email, but only a registration confirmation email for the second account, which I have forwarded as well. Unfortunately, I no longer have any records or emails from my first account since I deleted everything when it was initially blocked (over one year ago).

Thank you again for your continued assistance and support. Please let me know if there's anything else you require.

Best regards.

Thank you very much, designmara6, for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) 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.

Hello designmara6, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Fairspin Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with the option to re-register after self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Matej,

Our Team provided you with a response to your latest request via email.

We hope that additional information will help all of us better understand this situation. 

Respectfully,

Fairspin

Thank you for the message sent. The casino confirmed multiple accounts being created by the player, and stating that as the reason for account closure and voiding all the balance. Therefore I have requested additional details to be provided, to see if the claims made by the casino can be verified

Dear designmara6, while waiting for the casino to reply, can you please give me some details regarding this case?

• If I understand this correctly, you claim you have managed to register your secondary account using the same credentials. When I tried to make a registration at Fairspin - the form asked for name, address, birthday and a phone number. Can you please confirm you used the same information to register you secondary account, as you have used for the first one?
• Secondly, what payment methods did you use for your primary and secondary account, please?
• Lastly - regarding the marketing communication. The provided screenshots does not show what e-mail address which received the messages. Can you please forward me the messages to matej.l@casino.guru so I can upload it amongst the evidence? This is to established whether the communication has been sent to the addresses that should have already been unsubscribed, or within the time the accounts have been opened. Thank you.

Dear Matej,

Thank you for following up on my case.

I can confirm and clarify the points you've requested as follows:

Registration credentials:

Yes, the information used for my secondary account registration was exactly the same as the original account, including:

• Full name
• Residential address
• Date of birth
• Phone number

The only difference was the email address.

Payment methods used:

I used the same payment method for both accounts: my personal bank account, identified by the same IBAN and personal details. Fairspin repeatedly allowed me to deposit from this bank account without raising any issues or flags, despite it already being associated with a previously self-excluded account.

Regarding marketing communication:

I will forward the requested marketing emails to your email address (matej.l@casino.guru) shortly.

These emails clearly show that Fairspin continued sending promotional newsletters to my second account’s registered email, even after the account was blocked. This strongly demonstrates the casino's inadequate approach to responsible gambling, as they claim to prioritize user protection, yet actively encourage deposits from accounts they themselves have blocked due to gambling addiction.

I fully acknowledge and respect Fairspin's policy regarding self-exclusion and multiple accounts. However, my primary concern is the clear and significant verification oversight on Fairspin’s side. They performed a complete identity verification (including facial recognition and identity documents) on my second account and approved it fully, repeatedly accepting deposits totaling €1185. Fairspin only identified the self-exclusion issue when I requested a withdrawal, which appears extremely inconsistent and selective.

According to responsible gaming practices and the established Casino Guru precedent (Aringarosa87 vs Fairspin), I strongly believe that I'm legitimately entitled to a refund of the deposits allowed due to Fairspin's internal verification oversight.

Please let me know if there's anything else you need. I'm committed to providing all necessary evidence to resolve this matter fairly.

Thank you very much for your support and assistance.

Best regards,

Mara

Thank you Mara for provided details and marketing communication.

However, in the e-mail communication received from Fairspin few days ago, the casino claimed the player has used different credentials to register. I have requested proof of this, but am yet to receive the response. Therefore I would like to ask Fairspin Casino to e-mail me the details from both accounts - the original one and the secondary too - for confirmation.

I believe this case will be easy to solve: either the player has registered with fake credentials and the case will be rejected, or the registration was done with the exactly the same credentials that should have been banned - and we'll ask for refund of any and all deposits made within the secondary account, minus any withdrawals and winnings.

I would like to ask the Fairspin Casino to provide the evidence requested in my last e-mail sent on 25th June, so we can move this complaint forward. Thank you.

Dear Matej,

Our Team provided you with a response to your latest request via email.

We hope that additional information will help us all better understand this situation. 

Respectfully,

Fairspin

I would like to thank the Fairspin team for provided evidence. Unless I have missed something, the player has used her real name, surname, DOB and country of residence to re-register at the casino, and even got KYC verified on one of the secondary accounts too. I have replied, and am waiting for either further explanation or the decision from the casino management, regarding the refund. Once again - unless I misunderstood some key piece of evidence - I recommend full refund of the deposits and proper ban on all the player's credentials.

Dear Matej,

Our Team appreciates your email. 

We provided you with a response and we really hope that this will help us to resolve this situation. 

Respectfully,

Fairspin

Thank you, Fairspin team, for the message. Seems like we are still on different page regarding this complaint. I have replied to the last e-mail with more clarification, in hopes we can reach an agreement.

Dear Mara, to keep you up to speed with what is happening: I agree you should not have been able to register using the same credentials, as your original account has been banned due to gambling addiction. I believe the system should have recognised your personal details and prevent you from re-registering using the same data. I hope that Fairspin will recognise this error and proceed with the refund. As for the marketing messages - seems like those were sent to your secondary and tertiary e-mail after you used them to open new accounts, therefore the automatic messaging was triggered as per standard procedure. I would recommend either manually unsubscribe from the future communication, or block the e-mail address of the sender to keep yourself safe.

Dear Matej,

Thank you again for keeping me updated.

From my research here at Casino Guru, I noticed hundreds of complaints remarkably similar to mine involving Fairspin Casino: players close or self-exclude their accounts, later open new accounts using the same personal details, successfully make multiple deposits, but when they attempt to withdraw winnings, their accounts are suddenly flagged as duplicates and blocked.

This strongly suggests that Fairspin’s verification system does exist, but suspiciously only seems to fully activate when players attempt to withdraw funds, not when they initially deposit. This scenario appears frequently in complaints dating back at least five years, clearly demonstrating that Fairspin is aware of the problem but chooses to maintain this unethical verification practice. Their claim of "maintaining a fair and responsible gaming environment" seems highly questionable given this persistent issue.

Casinos such as Betclic and Betano in Portugal, for example, effectively prevent multiple accounts by using unique identifiers like the Tax ID number (NIF), making duplication impossible. Fairspin, on the contrary, allowed me to create a second account using the exact same mobile number, banking details, address, ID document, and even video KYC verification. It is difficult to believe that their verification system consistently fails during the deposit phase yet reliably functions only at the withdrawal stage, unless this process is deliberately designed that way.

Despite these concerns, I understand it's challenging to change how Fairspin operates, but I sincerely hope that at least my case can be resolved fairly. I have a gambling addiction, and overcoming this issue is already difficult enough. This situation has unfortunately been a significant setback for my recovery. Casinos are meant for entertainment, not for exploitation—though sadly, the consequences for someone like me are far from entertaining.

I greatly appreciate your continued support in seeking a fair resolution in my specific case.

Warm regards.

Dear Matej,

Thank you for your ongoing support in helping to resolve this case.

We’ve sent an updated response via email and will keep you informed as we proceed further.

Best regards,

Fairspin Team

I can confirm I have received a message about Fairspin investigating this issue further.

Dear Matej,

We have sent an email with the results of our internal investigation and a proposed resolution to this case. Thank you for your patience and support throughout the process.

Best regards,

Fairspin Team

Dear designmara6, have you heard back from the casino? According to their last message to me, they will be temporarily restoring your account as "withdrawal only", to refund your deposits.

I’ve just check my account and it's still blocked.

Dear designmara6,

Thank you for your patience. Our support team will be reaching out to coordinate the next steps and finalize the process.

Best regards,

Fairspin Casino

Thank you for the update, Fairspin Casino! :)

Dear designmara6, I will swap the timer your way. Please let me know if you do not hear from the casino by Friday afternoon, or if there are any further issues. Thank you.

Hello Matej,

All the promised actions on our side have been completed by June 25th. The player was refunded and successfully withdrew the funds. After that, the account was permanently blocked due to gambling addiction concerns and the use of multiple accounts.

Best regards,

Fairspin Casino

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

Dear designmara6,

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,

Matej