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Hello,

I would like to submit a formal complaint regarding the restriction of my account and the withholding of my winnings at FS Casino.

My account was suddenly restricted shortly after I requested a withdrawal of winnings of approximately 1800 EUR.

I fully understand and respect the casino’s security procedures and anti-fraud policies. However, I believe the situation has been interpreted unfairly and without proper consideration of the actual circumstances.

The issue appears to be related to another account connected through shared IP/device/geolocation data.

The related account belongs to my girlfriend, who is a separate real individual and the legitimate owner of that account.

The account was registered and verified using her own:

1) Identity documents,

2) Email address,

3) Phone number,

4) And payment details.

We live together, which may explain similarities in IP address and geolocation data.

She is also willing to complete any additional verification steps if necessary, including selfie verification and bank card verification, to further confirm her identity and ownership of the account.

I would also like to clarify the following:

1) No winnings or any withdrawal requests were ever obtained from the related account,

2) No bonus abuse occurred,

3) The related account has not been actively used for a long time,

4) I was not using or operating that account as my own personal account,

4) And my current winnings are completely unrelated to that account or to any bonus activity.

My own account had already been reviewed and verified previously by the casino, and deposits were continuously accepted for a long period of time without any issue being raised.

I believe it is important to note that no restrictions or concerns were raised while deposits were being made and gameplay was ongoing over a long period of time. The restriction only occurred after I successfully won and requested a larger withdrawal.

I have fully cooperated with the casino and remain willing to provide any additional information or verification if required.

I respectfully believe that confiscating winnings in this situation would be unfair and disproportionate, especially considering:

1) The existence of two real verified individuals,

2) The absence of bonus abuse,

3) The absence of fraudulent winnings,

4) The long period during which the casino accepted deposits and gameplay without issue,

5) And the fact that the restriction occurred only after a successful withdrawal request.

I attempted to resolve this matter directly and respectfully with the casino before submitting this complaint.

I kindly request an independent review of this case and assistance in reaching a fair resolution regarding my winnings and account status.

Also I had made an cool off time for 14 days at FS Casino Responsible Gaming section, I was banned directly after withdrawal request.

Thank you very much for your time and consideration.

Regards,

Raimonds M.

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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.

• Did you and your girlfriend ever access each other’s accounts using the same device?
• Did you and your girlfriend ever use the same payment method to deposit funds into both of your accounts?
• Did you and your girlfriend play the same games at this casino?
• When exactly was your girlfriend’s account created, and when did you create your own account at this casino?
• When was the last time your girlfriend accessed her account? Is it still active, or has it been closed by the casino?

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

Hello Veronika,

Thank you for your reply.

My girlfriend created and registered her account herself using her own phone and personal details. There may have been occasional access from my device later while assisting with technical issues, as her phone was slow and sometimes had problems during login or normal account use. This may explain similarities in IP, WiFi, device, and geolocation data, especially since we regularly spend time together and sometimes stay at each other’s place. However, I was not operating her account as my own personal account or using it for my own betting activity.

We did not share payment accounts or payment details between the accounts. I made deposits to my own account using my personal bank account and Apple Pay, while my girlfriend used her own separate personal bank/payment details for her account.

My girlfriend became interested in sports betting after seeing that I had winnings on the platform, and she later decided to create her own account. She placed bets independently through her own account. However, there was no coordinated activity, no bonus abuse, and no attempt to gain any unfair advantage. To the best of my knowledge, bets were never placed simultaneously from both accounts.

According to FS Casino support, my own account was created on February 20, 2025, while my girlfriend’s account was created later on February 6, 2026.

To my understanding, my girlfriend’s account was only used a few times, never had any winnings or withdrawal requests, and has not been actively used for a long time. I believe it is currently restricted or closed by the casino. As far as I know, she has not logged into the account for a long time and only accessed it a few times after it was created.

My girlfriend is also fully willing to confirm ownership of the account and complete any additional verification if required, including providing identity documents or other KYC verification details. She has also stated that the account itself is not important to her and she has no objection if it remains permanently closed.

I would also like to emphasize that my own account was allowed to operate normally for a long time, during which I made many deposits without any issue being raised by the casino.

The restriction occurred only after I won approximately 1800 EUR and requested a larger withdrawal.

Before that, I had activated a 14-day Cool Off timer in the Responsible Gaming section while waiting for the withdrawal to be processed, since the casino only allows withdrawals of up to 150 EUR once per day.

My current winnings and withdrawal request are completely unrelated to my girlfriend’s account. All winning bets, deposits, and betting activity are clearly visible in my betting history and were made entirely from my own deposited funds. During the period when these bets were placed and the winnings were obtained, my girlfriend was not actively using her account.

For this reason, I respectfully believe that my winnings and withdrawal should not be considered connected to the other account. Even if the casino decides to keep my account restricted or permanently closed due to their internal policies, I kindly believe that my withdrawal and remaining balance should still be processed fairly based on my own betting activity, deposits, and account history.

My current winnings were obtained entirely through my own betting activity and deposited funds, and are unrelated to my girlfriend’s account.

My main concern is receiving my legitimate winnings rather than reopening the account itself.

Thank you very much for your assistance.

Best regards, 

Raimonds M.

Dear RaimondsMikelsons,

Thank you for your detailed explanation and cooperation throughout the complaint process.

After carefully reviewing the information provided, I understand that you and your girlfriend are two separate individuals. However, you also confirmed that both accounts were accessed on the same device and from the same shared connection/environment, which created a clear connection between the accounts from the casino’s perspective.

Please understand that most online casinos strictly prohibit accessing multiple accounts from the same device or shared environment, as this creates difficulties in distinguishing independent account activity from coordinated use. Even in cases where no bonus abuse is confirmed, casinos generally reserve the right to restrict or close accounts that are linked through shared devices, IP addresses, or other technical identifiers, especially when one account was created after observing another player's activity and winnings.

Based on the evidence and your own statements, we do not believe we have sufficient grounds to challenge the casino’s decision in this case. While we understand your position and acknowledge that no withdrawals were made from the second account, the connection between the accounts appears to have breached the casino’s Terms and Conditions regarding account usage and account sharing.

For this reason, we are unable to continue pursuing the complaint further, and the complaint will now be rejected.

Thank you for your understanding.

Best regards,

Veronika

Casino.Guru Team