Fairspin Casino - Blocked from account after making first withdrawal request

I wanted to add that my family and I re- read all the terms and conditions, and none of them apply to me, but just guessing here- I am an old man dying of cancer and my daughters have power of attorney and help me transfer money. I have provided all the documentation to Fairspin. The power of attorney, and proof we share bank accounts. I’m just guessing they are using an excuse to block me based on clause 3.1.14 of their terms and conditions about a person depositing for their use only. All money deposited has come from my account! I just need help with technology. I’m an old man with terminal cancer- who deposited thousands in this casino- and the very first time I tried to make a withdrawal (after having the account for 8 months)- they block me. It’s not a coincidence. This is extremely unethical - the withdraw wasn’t even for much money and they have not explained themselves. In addition they had already ID verified me and they have all documentation proving where the money comes from. They even have a video of me!

Lastly- I wanted to add that I play on other casinos under the Curaçao Gaming Authority such as Lucky7Even. No other casino has ever treated me like this. They are aware I have terminal cancer and that I’m quite old and need assistance. Other casinos have even sent gifts etc. I have never experienced something like this before.

I’ve also attached proof that Fairspin successfully validated my identity on May 29th- and it was only today they started questioning me when I made a request to withdraw $1000. Here I note that this isn’t winnings- I’ve lost much more than this since May 29th. They continue to ignore me.

Update: I spent all day sending information to the [email protected] email address, and asking questions, pleading with them to explain, no responses whatsoever. Because they initially approved my withdrawal request, I paid all my bills and start of the month expenses, thinking I’d soon get this withdrawal. In addition, I lost thousands on the site since the end of May, and I would have gotten a lot of weekly cashback tonight at 12 midnight UTC. This is a very upsetting situation.

Hello!

The Fairspin gaming platform team is always ready to provide full transparency and clarity regarding the situation in question.

The account suspension, which is the subject of this complaint, was initiated in full accordance with procedures and the platform’s Terms and Conditions.

We would like to point out that such decisions are taken only after a thorough examination of each individual case.

In this instance, the former user was unable to successfully complete the identity verification procedure that was requested.
As a result, the verification was declined, and necessary actions were taken in line with our platform’s policies.

It is important to note that following the suspension, an official notification was sent to the user, outlining the action taken and the reasons behind it.

As previously stated, all actions carried out by Fairspin strictly follow our internal protocols and fully comply with the Terms and Conditions.
By registering an account, each user confirms their understanding and acceptance of these rules and the platform enforces them equally.

We are fully committed to delivering the best possible experience for every Fairspin member.
However, that experience is only sustainable when all participants adhere to the agreed-upon rules.

Regards,
Fairspin Team

There has been no transparency. I successfully completed the ID verification. I did a video, I am an old man dying of cancer, and my family had to help me steady the phone camera. I had already successfully completed ID verification as well- on May 29th. You continue to refuse to give specifics as to what exactly was not completed or inaccurate. What you are doing is highly unethical and corrupt.

I have attached proof I had already successfully completed ID verification 6 days earlier. Please provide the exact information you have based blocking me on- to ask gamblers. I have done nothing to violate your terms and conditions. You are doing this over a meager $1000 ?

The attached photo proves I passed ID verification- minutes after I made my request to withdraw $1000. St that time I had $1000.10 in my account.

Attached is a copy of the email that someone named Samir from Fairspin sent to me this morning. Right after that- I got an email asking me to rate my chat conversation with Fin from chat support at Fairspin. This casino is truly unbelievable. I am in total shock. None of the other casinos under the Curacao Gaming Control board- like Lucky7Even, Let’s Go Casino, or Richard Casino- are much safer for players. I will not stop fighting this event- for the safety of other players. This is a tiny amount of money for a big online platform!

Photo attached of a request this morning to rate the quality of my chat with support!

I passed ID verification within minutes of Fairspin requesting it- even though I’d already passed it on May 29. I passed it on May 29 AND June 5, minutes before I was blocked from the platform. Photos attached.

Ask Gamblers- please note I provided an active passport photo, a video of myself, and much, much more documentation. Fairspin is saying I didn’t pass ID verification on the sumsub link. All I was asked to do through this was take a video. I’m hard of hearing and didn’t have my glasses on- I’m in palliative care in bed most of the time- and they gave me 10 seconds to do this- which I did. If I didn’t do “a good enough job”- why wouldn’t they ask me to re-do it? This is a shocking situation. I have done nothing wrong!

I’m pleading with Ask Gamblers to ask Fairspin to provide the proof I failed ID verification. I passed it twice. On May 29, 2025- six days before I was blocked and at a time I’d lost a lot of money. On June 5, I managed to get a tiny portion or that back ($1000) and when I tried to withdraw it- I was blocked and told the block was “permanent and irreversible” and that they’d been keeping the funds. Fairspin has not provided specifics whatsoever except to say I failed their “sumsub” verification which I did not. I had already successfully completed ID verification! By withholding this $1000, Fairspin is making it so a dying man can’t enjoy the one hobby I still can.

Fairspin has also been provided with documentation in dying, power of attorney, etc. while fairspin works to rip off a dying man- other casinos under the Curacao authority- are being very kind to me- including Lucky7Even, Let’s Go Casino, and Richard casino. Whenever I’ve had a verification issue with any of them, it’s been resolved by an email, phone call or quick re-do. Never had any significant problems with any other casino for verification whatsoever. I have an active passport, bank accounts etc. this is become very hard for me to believe- that a casino with the word “fair” in its name can rip off a dying senior citizen and get away with it. It’s so little money too- this casino has paid out hundreds of thousands of dollars much more easily - to people who had multiple accounts, etc (I read the past complaints). This is $1000. A drop in the bucket for them

Dear Fairspin Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Hello!

We sincerely appreciate the attention given to this matter and are always open to cooperation.

We’d like to confirm that all the requested information has been sent to the email address provided.
Should anything else be needed, we’re here and happy to assist.

Reaching an accurate and fair outcome remains our top priority.

Best regards,
Fairspin Team

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the Fairspin Casino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Dear Ask Gamblers, it is clear in Fairspins terms and conditions that if a person doesn’t complete ID verification, that funds with be withheld until “verification is completed.” I don’t know how the casino can block me and keep my funds forever based on their claim that I failed the sum sub verification. I already successfully completed ID verification. If I didn’t do a good enough job on the video, one assumes I’d be asked to do it again! I have done absolutely nothing wrong. The only reason they’ve given for blocking me “permanently” and keeping my money is failure of the sum sub verification! How is this fair/legal? How come I’m not being given additional time to do another sum sub? This is highly unethical. It’s been five days they’ve had me blocked and refused to honour my withdrawal.

ASK gamblers, I also sent fairspin proof of my terminal cancer (I’m in bed all the time so not really “sparky” enough to do videos) and other documentation. They’ve got my passport, etc. the withdrawal should just be honoured immediately!

And for a withdrawal of a $1000, why was a video required? Their terms and conditions say the standard is $2000 euros or more for additional/enhanced verification.

Hello!

We sincerely appreciate the attention given to this matter and are always open to cooperation.

At the moment, our team is continuing to work on gathering and providing all the necessary details related to this case.

We greatly value the patience and cooperation of all parties involved in the review.
Please rest assured — reaching an accurate and fair outcome remains our top priority.

Best regards,
Fairspin Team

Ask gamblers- I don’t understand why Fairspin would need more time. They just responded so that they’d have another 96 hours to stall. Can you please intervene?

Ask gamblers I ask you mark this complaint as unresolved and lower Fairspin’s ranking accordingly. I have done absolutely nothing wrong- this is a blatant example of Fairspin taking advantage of vulnerable senior citizens!

ASK Gamblers: this should not be a complicated data collection request. The reason they provided for permanently blocking my account, and unethically keeping my $1000 USD, is that I failed ID verification on the Sum sub link. I had already passed ID verification as shown in the photos I provided in the complaint stream above. How hard can it be for them to explain what exactly I “failed” and provide the evidence to back it up? They are stalling- period.

Ask gamblers: my last comment for now is not only has fairspin stolen $1000 USD from me, I lost a ton of money in the week before they blocked me, and I would have had hundreds in cashback last Friday. A significant amount. I implore Ask Gamblers to met out the consequences and lower Fairspin’s ranking before the weekend begins!