What Happened
A player from Australia says Fairspin kept taking her deposits although her country is on its restricted list, and did not close her account when she told support she had a gambling addiction. She puts her losses after that at around 10,000 dollars and asked for 5,000 back. Fairspin said she registered through a VPN, that it blocked the account when asked, and reopened it only after an email said her husband had sent the request. The mediator sided with her on self-exclusion but could not move the casino.
How It Developed
- 2020-08-06Complaint opened. The mediator quoted Fairspin's restricted-country terms and Casino.guru's view that a casino which lets a restricted player in should honour the play, and asked about VPN use.
- 2020-08-24Fairspin replied that the player used a VPN, that it closed the account when asked, and later restored it at her request.
- 2020-09-01The player admitted using a VPN after registering and said the casino knew her location all along. Fairspin confirmed the sequence: closure request, then an email blaming the husband, then reopening.
- 2020-09-16The mediator told Fairspin that an account should stay shut once a gambling problem is mentioned, whatever the follow-up excuse, and asked it to reconsider.
- 2020-09-22Fairspin held its position: no refund and no account restoration, pointing to the player's responsibility for local law.
- 2020-09-29The mediator closed the case as unresolved, criticising both the reopening and the practice of forfeiting winnings over VPN use after knowingly accepting the player.
Unresolved
Fairspin reopened a self-excluded account after a husband email and refused any refund; the mediator disagreed but could not force it.
What Has (and Hasn't) Helped
Nothing recovered the losses. The mediator's position is clear: once you tell a casino you have a gambling problem, it should not reopen your account on any later excuse. Put the request in writing, keep the reply, and complain to the licence holder if the account comes back.