Fabspins Casino - Player’s dissatisfied with the reward system.

The casino has decided to downgrade my membership from VIP to "advanced skilled". Apparently because of my use of bonus play. My deposit ratio without using bonus play is far higher than me ever using bonuses.

This was done without me knowing following a withdrawal of some winnings.

I have two withdrawals now pending so after 5 days if not paid I will be back to put in another complaint. This time I will not use the casino again if they make excuses as to why withdrawals take so long.

It's a disgrace, I've been playing with this casino a few years now and the one time I get luck I am made to fight for my winnings

Dear Jennywren7,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your main issue with this casino is that your membership level was downgraded?

Could you please clarify when exactly you requested these withdrawals?

Looking forward to hearing from you.

Best regards,

Kristina

These withdrawals were on the 13/7/2022 so I'm not worried about that ATM. I hope there isn't an issue with them.

I was told because I'm not VIP anymore they could take longer. I just don't understand how they can downgrade my membership.

Thank you for your reply, Jennywren7. Even though I understand your point of view, please note, that each casino has a different bonus policy and rewarding system. I am sorry, but excluding you from the VIP program isn’t something we could punish the casino for, nor we can force the casino to upgrade or return your membership level. I can only recommend that you find a casino that better suits your requirements.

Please do not hesitate to contact me if there is anything else, I could do for you, otherwise, I will be forced to reject this complaint. Thank you for your understanding.

Ok, well I am still waiting on two withdrawals , they were requested on the 13th of July, I will let you know when I get them.

Thank you for your understanding. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint opened and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience and please, let us know if there is anything new in the meantime.

Still waiting for my withdrawals to be looked at, they are still sitting in the pending box, it will be 2 weeks Teusday so I hope I can come back with good news soon.

It is very frustrating, they come up with different excuses everytime I ask what is happening. Apparently it is holiday time and there are alot of people on holidays. Go figure

If they just paid on time and without a hassle it would make a much better experience.

Hi, just an update in my account, the casino say they have so many transactions that there is a backlog of payouts. Everytime I chat to an attendant they are very polite and they ask I be patient but still no resolution.

I am still waiting for 2x payouts of $2500

My username is l*** in the Carnival room casino

Thanks for the updates, Jennywren7. Have you made any successful withdrawals before?

Moreover, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Lastly, this complaint has been submitted about Fabspins Casino, however, in your last message you mentioned Carnival room casino. Could you please clarify which casino you are experiencing issues with? Thank you in advance.

Hi, FABSPINs is the go to when I have to email the casino. Fabspins own The Carnival room. So they are one in the same. Same player attendants on chat, same email address when you have a problem. Today is day 14 and the above withdrawals were admitted on the 13/7/2023

Jax is an attendant I converse with regularly who assures me he has escalated the process but they are sitting in the pending part of the casino as I write.

I will forward you the emails

Hi 😊, yes I have had a withdrawal processed previously. This is my latest correspondence. I didn't use bonuses so both of the withdrawals should have been straightforward.

Thank you for your help btw

Any updates please

Thank you very much Jennywren7 for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas@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.

So I'm not getting anywhere with you guys either ,all I want is my winnings.

I legitimately won this, I've spent 1000s and to not get your winnings is heartbreaking

This is my latest response from casino today

Hello Jennywren7,

I apologize for not replying sooner. I will take care of the complaint from now on. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Fabspins Casino's representative to join this conversation and participate in the resolution of this complaint.

Fabspins Casino,

Could you explain what is causing the delay with the withdrawal requests and when can Jennywren7 expect the payment to be processed?

Thank you guys , I appreciate your help, FABSPINs keep promising my money so I hope they acknowledge you and we get somewhere , Jen

This is in my email this morning when I woke up. I checked again but both my withdrawals are sitting in the pending box still. I'm so upset. Let's hope we get an answer soon.

My name at this casino is (luckyolly)

Hi Tomas, one of my payments is being processed. I let the casino know yesterday I am happy to receive payments a week apart and sure enough 1 of my payments was processed, hopefully I get it soon 🤩

Hello Jennywren7,

That is good news, but since the other withdrawal is still pending, we'll keep the complaint open. Keep us updated, and hopefully, more good news will follow.

Yes no worries Tomas

Thank you

Hi Tomas,

I have been paid the other withdrawal for $2500 so that finalises my complaint and it was resolved.

Thank you so much

Thank you very much for letting us know.

I am glad both of your withdrawals were received. We will now close the complaint as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.