Fairspin Casino - Player's deposit is missing at casino.

3 months ago I deposit about 50 bucks in XRP to Fairspin. My deposit is missing. They tell me to wait a few days for it to "clear".

I wait for a while and they tell me that it's still missing and that I need to submit proof of the deposit via video and screenshots so that they can recover my missing XRP. I submit all proof and they tell me it will take 60 days.

On December 13th it's been 60 days since I submitted proof and they tell me that the request is still being worked on with a final date for the request being moved to December 31st.

In the beginning of January my deposit is still missing, I contact them once during the 1st week and once today - January 12th. They keep telling me that the issue is "complicated" and that it will be resolved "soon" - whatever that means.

Meanwhile I still haven't been compensated in any way for this inconvenience. They allege that I haven't entered an "XRP Tag" when I sent the deposit (which is bs).

Support isn't helpful at all, and there are never any records of this request even being open except by asking through the support chat. They never even sent any email updates of what is happening and they only keep telling me that this will be resolved "soon".

Every time I ask support about it they ask about a "transaction ID" from their website which doesn't exist since the deposit never arrived.

Terrible experience all around.

Dear supahot,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Fairspin Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share a screenshot of how the transaction history in the casino looks from October 1st onward?
• Have you used the same method (wallet) with your successful deposit on November 1st?
• Please send me the recent correspondence you received from the casino. My email is tomas@casino.guru

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,

Tomas

Hello. I have always used the same wallet for the deposits.

I dont have "recent correspondence" with the casino because they send no email receipts of the conversations that I have with their chat. They are not stored on their website either. All of these deposits and withdrawals are from the same coinbase wallet that I have.

Hello!

The Fairspin Team would like to take part in this complaint. 

Situation that became subject for this complaint has taken place with a transaction of the member of the gaming platform.  

We understand that transactions are a big part of the experience for users with Fairspin and always care about every deposit/withdrawal.

After a request from a member of the gaming platform we have started the process of fixing that transaction immediately.

At this moment we are happy to inform everyone that the transaction that becomes subject of this complaint has already reached the active balance of the player. 

Respectfully,

Fairspin! 

Finally, this has been resolved. I will correct my review

Dear supahot,

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 and Fairspin Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru