Fairspin Casino - プレイヤーの撤退は遅れています。

On March 8, I applied for a payment of 400 euros to my credit card. On March 17th, I received a message that the amount of 380 euros was sent to my credit card because for some reason (not explained in detail) it is not possible to send the amount of 400. I accepted these conditions and 20 euros was returned to my player account. The casino informed me that the funds would be in my account up to two weeks, then up to a month etc. Today is May 3 and my money still hasn't appeared on the card.

Dear Mateusz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Have you tried contacting the casino regarding the missing withdrawal? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru, or alternatively, post it here.

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

Hello Kristina,

Status of my withdrawal is "Successfully completed" and this is first time when i try make withdrawal from this casino.

Unfurnettly i dont have saved conversations between me and the casino. i Have just confercation from yeserday and they told me that finnase department will check this but of course zero responde.

I recieved emial from them

17.03

"Congratulations! Your withdrawal request will soon go into the processing phase. The funds will be added to your account shortly"

Thank you very much Mateusz for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Hello Kristina,

Thanks for your support.

Hello, Mateusz,

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 Fairspin Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Fairspin Casino Team,

Could you please state the reason why the player's withdrawal has not been completely processed yet and what is the estimated time frame for processing the payment?

Thank you in advance for providing the information.

Hello Branislav

The payment has appeared in my bank card 🙂

Thank you for your support.

For my part, the case is closed

Hello dear Mateusz, Kristina and Branislav!

The mentioned withdrawal was indeed processed at the same day we have informed a player about it. Unfortunately, it has arrived with a delay cause of certain problems on payment provider's side.

As soon as we have received a request that funds had not arrived to the card, we have contacted payment provider representative to find out the reason and a way to resolve the problem.

Dear Mateusz, we apologize for such unpredictable payment delay. As compensation for the inconveniences you have expirienced on our gaming platform, please take a personal bonus of 10 freespins without wager.

We took this case into account to avoid such problems in future and to make player's expirience better.

Thank you for choosing our site and for your help to improve our service. 

Greetings all,

Great news! Thank you very much, Mateusz, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds.

As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, too, Fairspin Casino Team, for providing the explanation and for your cooperation.

Best regards and have a nice rest of the weekend,

Branislav, Casino.guru