Fairspin Casino - Player's funds vanished from his casino account.

Hello there! How are you?

Well, the thing is that my funds just simply disappeared. I mean, literally. I just logged in and there wasn't anything.

I contacted them through chat and they tell me that their provider limited the access and that they don't have any information, that I should sent an e-mail (of course I sent it).

It wasn't that much money, but it is for me.

What should I do?

Thank you, hope you are having a nice day.

Dear safedosafe,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please forward me the email with the explanation from the casino as to why your winnings were confiscated? My email address is veronika.l@casino.guru.

Have you made any successful withdrawals from this casino before?

Could you kindly confirm if you passed the full KYC verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello Veronika! Email sent with the explanation. Have a nice day. 🙂

KYC done before first deposit. Never made a withdrawal request.

Suddenly, funds went to 0 (I had like 250usd, it is not a lot, I know). They took my winnings (IF I had some) and my initial deposit.

They are not answering my emails and by chat they keep telling me that I should contact them by email.

I understand that a casino reserves the right to refuse players but they can't take EVEN MY INITIALS. What is that? If they don't want me as a player, I'm fine, but they need to give me back my money or, at least, my deposits.

Could you please specify if you accumulated your winnings with or without an active bonus?

What types of games have you played? Were these slots, live casino games, or did you participate in sports betting?

Do I understand correctly that the casino stated that your winnings were voided due to some error on the game provider's side?

I didn't use any bonus. All of the games mentioned above. And they simply gave me no answer about that. I asked them by email for more information (as they told me by chat), never got an answer, just that the provider limited the access. A little detail: my wallet now is -10usd. How can that even be possible? Lol

Sorry, I'm correcting a detail. In fact I did a withdrawal and went through without any problem but it was like two months ago. And now I have this problem..

Well, everything cleared up. You can close the complaint.

Dear safedosafe,

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,

Veronika

Casino.Guru