Fairspin Casino - A conta do jogador foi bloqueada.

I entered this casino, made a deposit. After playing for a while I decided to withdraw. I sent my documents and a message appeared saying that I had not passed the KYC process and they immediately blocked my account without further justification.

After questioning why, I was just told that I had violated the contract. They didn't give a reason why they didn't accept the documents (not even to do a new verification) and I got the account blocked with a balance of 500usd.

Entrei neste casino, fiz um deposito. apos algum tempo a jogar decidi fazer retirada. Enviei os meus documentos e apareceu me uma msg a dizer que não tinha passado no processo KYC e de imediato bloquearam me a conta sem mais justificação.

Apos questionar o porque, apenas me diziam que tinha violado o contrato. Não deram justificação porque não aceitavam os documentos (nem para fazerem nova verificação) e fiquei com a conta bloqueada com um saldo de 500usd.

Hello voltagem,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Fairspin Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you speak to the casino and what was it about?

Did they refund any of your deposit?

Looking forward to your answer.

Regards,

Nick

The verification process was not even in progress. I sent my ID and proof of address and was told I had not passed the KYC process for no reason. They just blocked the account at the time saying that it had violated the terms for not passing KYC

O processo de verificação não ficou sequer em andamento. Enviei a minha identidade e o meu comprovativo de morada e foi me dito que não tinha passado no processo de KYC sem qualquer motivo. Apenas bloquearam a conta na hora a dizer que tinha violado os termos por não ter passado no KYC

Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

I sent it to the mail

Enviei para o mail

Hello voltagem,

Based on the e-mail provided, you are allowed to withdraw your remaining balance from your casino. Please contact the casino in order to process it as soon as possible.

Once your account will have no remaining balance, the casino is allowed to close it without any reason given.

Dear voltagem,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.