Fabspins Casino - 選手の退会が遅れました。

I have been playing in this casino for some time and have made one withdrawal and went through the usual ID process with little trouble. I have since tried to make a second withdrawal and was told I again needed to supply my ID which was annoying but did as requested, they then messaged me back and said they would not except my licence as there was less than 3 months before it expired which is ridiculous but again did as requested and ordered a new driver’s license waited 3 weeks for it to arrive and submitted it to them. They accepted my ID and I placed my withdrawal request that was a month ago. I can still see my withdrawal sitting there as pending and the first couple of time I asked about it I was given the terms and conditions, it takes the finance team up to 5 working days to approve the withdrawal and then up to 10 working days to transfer to my account, after the 15 days had passed then they just keep saying the finance team are working on it, I have also sent a complaint via email and have had no response. DO NOT PLAY THIS CASINO IF YOU WANT A NO HASSLE WITHDRAWAL PROCESS 😡

Dear Shell4376,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise when exactly you requested the first withdrawal? Approximately how many days did it take to be fully processed?

Which payment method to withdraw your winnings have you opted for? Was it the same one you used before?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina, if you could help that would be great, I’m not 100% sure of the dates, I tried to log on to the transaction but surprise surprise it won’t load, but there was no difference in the payments except the amount the first payment was actually higher than this one and after my I’d was approved it probably took about a week to show up in my account, both transfers were wire transfers.

Thank you for your reply, Shell4376. Have you accumulated your winnings with or without an active bonus?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I did have a play through bonus of which I played through, I have had one payout previously which was paid by the casino which I also had a bonus play through and had no issues with getting it paid out I read the terms and conditions of the bonus which was 30x my deposit play through with no withdrawal limit, if there is an active bonus you can not make a withdrawal. 🤷🏻‍♀️

Thank you very much Shell4376 for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Ok thank you

Dear Shell4376,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Fabspins Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Fabspins Casino, could you please state the reason why the player's withdrawal has not yet been paid out and when can she expect the payment?

Thank you in advance for providing the information.

Kind regards,

Štefan

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.