Fairspin Casino - Гравець стикається з проблемами виведення коштів із закритого рахунку.

I have made deposits to fair spin using my banking application. So I used there internet banking then paid using there recommended procedure. When it came to with draw I got told I must wait as they are investigating why this way I deposited is not available for withdraw. Then I was told I can withdraw to my crypto wallet and when I made I withdraw it was rejected.

Dear 2darryn2,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Fairspin Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if your account has been fully verified?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or is it only related to your account?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

thank you for answering so quickly. I have verified my account. I was told I need to withdraw using the same method I used to deposit. Then they said I can withdraw using crypto wallet. But it was rejected for what reason?I don’t know. I have also asked for a copy of the communication I have done with them and was denied a copy. I will send screenshots

i am unsure if it is you to respond or myself because I am struggling to find your response if it is my turn to reply

Thanks for your patience.

I went through the communication you sent to me via email.

• Do I understand correctly that when you attempt to withdraw with the 'BankCard' method it results in an error?
• Has the casino resolved the issue since your last post or provided alternatives that work?

Please let me know.

When I try to withdraw the funds I had available where not available to withdraw. So the casino said they allow me to withdraw via crypto wallet. Which was rejected once I had applied to withdraw. I have no way of releasing my funds I even made a deposit using usdt via my crypto wallet thinking it would release the funds. I feel like this is unfair as it was impossible for me to withdraw.No I am still waiting for casino to contact me as they said they will let me know once the issue is resolved

Dear 2darryn2,

When was the last time you were in contact with casino support regarding the issue?

Did the casino explain why your crypto withdrawal was canceled?

I was told by the casino that they would contact me once the technician have looked at the case. I have not received a responce from them to this day.

Thank you very much, 2darryn2, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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.  

Dear 2darryn2,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Fairspin Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Fairspin Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear Romi,

Thank you for your invitation - we always care about every situation that might take place!

That is a pretty simple and basic situation that is related to the mechanics of the gaming platform.

Specifically to the mechanic that withdrawal available with the same method that has been used for deposit. 

If a member of the gaming platform made a deposit with Bank Card - withdrawal of winnings that has been won with that funds will be available only by using the same method(Bank Card). 

In case of the next deposit with any other method, only winnings that have been received with funds of the new deposit will be available to withdraw with that other method. 

We never refuse to process any transactions that can be completed.

Even if there will be any difficulties - we will always provide assistance to members of the gaming platform.

Our Team really hopes that these details will help us to handle that situation and resolve it.

In case of any other clarifications or additional questions we can guarantee our further cooperation!

Respectfully,

Fairspin 

At the time of this withdrawal request I was unable to make a withdrawal. I was told by the casino that they would let me know that they will be in contact with me as they need to consult the technical team. Still to this day I am waiting a responce.

Dear 2darryn2,

As soon as you have any amount of funds on your active balance that you would like to withdraw - you can create a new request. 

Even if there will be any clarifications or requirements you can be sure that we will inform you immediately. 

We always care only about the best service for every member! 

Respectfully,

Fairspin 

I understand what you are saying to me! But in my case this method I used to deposit was not available to me at the time.

as you can read in the document I provided. This case is exceptional as I had complications with withdrawing my funds. As you will see in the next document I provide my withdraw is clearly rejected at the time of incident. Therefore I believe your system had been not able to process and your staff also in incompetent to resolve this issue! As they failed to try and make contact with me as they had communicated in messages! I believe that the fault lies in the hands of fairspin casino and that’s why I believe you should withdraw the funds you rejected at this time.

Greetings all.

Thank you for your cooperation in this matter.

Dear 2darryn2,

Have you already requested the withdrawal again as suggested, please?

Respectfully,

Romi

That is not possible. I used funds. As I felt I had no other choice. I withdrew then it was rejected. I’m still waiting for the casino to contact me with information regarding this matter. It’s over 1 month now. Anybody will use there funds

Dear 2darryn2,

Do I understand correctly that you played your winnings down, please?

Thank you in advance for your reply.

Regards,

Romi

Dear 2darryn2,

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.

yes I played it out. But I believe at the time of the withdraw the way I deposited the funds was unavailable for me to make the withdraw. These casinos are so strict with there rules but when the casino is wrong there no liable for there actions I can send you chats between me and the agent of the casino and he said to me that the casino technical team are investigating the issue and that they will be in contact with me.

Dear 2darryn2,

You can be sure that our Team always cares to inform you with all current information that is present with any type of situation.

Our Team also asks you to pay attention to all messages from us including letters through email. 

Dear Romi, 

We can state that all information due every specific situation has been provided. 

However, only the owner of the account can decide what to do with funds of the active balance. 

Fairspin always cares about only the best experience for every member.

If any situation on the member account requires specific clarification - we will always provide additional information.

Respectfully,

Fairspin  

which I did choose to withdraw and was rejected

1. as you can see here your agent replies to me that this case is exceptional and just want to make sure this doesn’t happen again. Therefore my case is exceptional! Agreed or not? My withdraw option was not available. As you can go check my profile I am still waiting for the message as to when this problem will be sorted out

Greetings all.

Thank you, Fairspin Casino, for your cooperation.

Dear 2darryn2,

Even though I am really sorry for your experience at this casino, I have to reject this complaint now due to the fact that there is no amount left in your account.

Please know that we are here to help at any time you'll need.

Respectfully,

Romi