Fairspin Casino - 選手の退会が遅れました。

They keep rejecting my withdraw requests with no explanation. 

I didn't accumulate my winnings through any bonus, my account is fully verified they even ask me to send pictures of myself with a paper with the current date which I did and they said and confirmed that my account is verified and that my verification has been passed. My total wager is 31k.

I also have another issue since the 14th of December with a 2000$ deposit that they never credited into my account, I keep sending them the blockchain proof of transaction of wallets and they keep saying, "Please provide more details about this transaction." But that's another issue, right now I just want my withdraw to be done.

Dear AsianNani,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed since the 6th of January only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

In regard to your lost deposits, please forward screenshots of your payments to petronela.k@casino.guru.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello

The withdrawal attempts are not pending they all have been rejected and keeps getting rejected. They have successfully accepted my withdraws before when it was smaller amount but now they keep rejecting all the new ones.

I sent you all the detail about my missing deposit by email. 🙂

Thanks

Thank you,  AsianNani, for your reply and email.

Could you please advise if the e-wallet address to deposit funds into your account was visible on the casino’s website for all the players or if you have been provided a unique one when opening the account? 

Alright, they finally accepted my withdraw so it's now only about the missing deposit.

The e-wallet address provided to deposit funds was only visible by me, it was an unique one.

Thank you very much, AsianNani, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello AsianNani,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Fairspin Casino to join the conversation and participate in the resolution of this complaint.

Dear Fairspin Casino,

Can you please provide more insight into the player's missing deposit? According to the screenshot provided by the player, it seems that the transaction has been sent to the correct wallet address.

Kind regards,

Adam

Hi!

Apologies for the delay

This withdrawal as of this moment has been processed and sent to the player, it took a bit more time to process due to the fact that all the necessary checks required more time than usual due to the large amount of withdrawal. Funds are expected to have already arrived in the player's wallet.

Regarding the TFS deposit: This situation requires a more thorough investigation and additional details. Please, reach out to us via E-mail at support.en@fairspin.io for better communication that in turn will speed up an investigation process.

Respectfully,

Fairspin

Hello Fairspin Casino,

Thank you for the update.

Dear AsianNani,

Can you please confirm if you have received the withdrawal payment?

Kind regards,

Adam

Yes, I confirm that I received the withdrawal

Concerning my missing deposit, it's been now more than one month since I'm waiting, I've already sent multiple emails and chat messages to the Fairspin support and didn't receive any clear answer from them.

Hello AsianNani,

I am happy to hear the payment has been received.

Dear FairSpin Casino,

Regarding the missing deposit, I have checked the wallet address provided in a screenshot from the player's casino account, and it appears to have a balance of 388,935.8 TFS.

Is there some reason this has not been transferred to the casino account?

Kind regards,

Adam

Hi!

Apologies for the delay

The issue has been successfully resolved and tokens credited to players TFS token balance

Respectfully,

Fairspin

Hello FairSpin Casino,

Thank you very much for the update.

Dear AsianNani,

Please confirm that the issue has now been resolved.

Kind regards,

Adam

Yes I confirm that I have succesfully received the funds and that the tokens has been credited into my balance

Thanks fairspin and thanks casino guru!

Dear AsianNani,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Adam