Fabspins Casino - 選手の退場が遅れる。

When signing up for this casino I received a free spins offer. I met the wagering requirements and attempted to withdraw. The initial withdrawal was declined because they needed verification. Due to me being a "non Australian player", they stated that I needed to make a crypto deposit of at-least $30USD before I could withdrawal. I immediately made my deposit which was successful. I then initiated a withdrawal on 12/10/22 and it has been sitting there pending since. I reach out to support by chat and email and get the same response that it has been forwarded to the payment department and to look for it within the next few days. Still nothing.

Hello itisreese,

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

Could you please advise since when is your account fully verified? When exactly did you deposit into the casino? Did they also request a verification of the payment method? When was the last time you speak  to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello. Thanks. To answer the questions above, my account was verified after the deposit which was done on 12/10/2022. I also uploaded requested documents on 12/8/22, but support stated I needed to make a deposit and no documents were required since I was a non Australian player. They assured me once I made the deposit that I could request a withdrawal and that it would take 5-7 days for approval. I used Bitcoin so they did not request a verification of the deposit method. The pending withdrawal has never been approved, it’s still pending. I have reached out multiple times, but the most recent was yesterday 1/16/23. I get the same responses stating they will send this up to get it taken care of. I have reached out to support by both email and chat on their site. All they say is that it will be processed in the next few days.

Thank you itisreese for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear itisreese,

I am so sorry to hear your withdrawal hasn't reached you yet. 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 why the player's withdrawal has not yet been paid out and when she can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

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’ which may negatively affect its rating.

I have tried to contact the casino but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan