Fairspin Casino - Player’s struggling to withdraw her winnings.

From the total of 34000$ winnings I received a single payment in my bank account of 8369,35€ (dec 23.12.2022). 

The original transaction date (withdrawal request) was Dec 16.12.2022 until I’ve noticed that fairspin has cancelled that request for additional checks on Dec 22.12.2022 

On that same day I was told:

"Additional checks of your bets have been successfully made, there is no point to worry. "

They cancelled all my withdrawals requests and I was forced to create a new request Dec 22.12.2022.

"Your funds will be split in parts To process faster the funds.". 

I’ve got print screens of all small amounts withdrawal requests before being canceled. After that I’ve made a single withdrawal request of 34000$ (22.12.2022).

10 banking days passed (05.01.2023) and after I asked why I didn’t receive any other payment yet in my bank account, Fairspin forced me to creat a crypto wallet, saying that the payment will be "fast and smooth" with "this exception that they created" for me, as they said. I didn’t have one and created one and received nothing until now.

The last mail I’ve received today from Fairspin:

"All details had been sent to payment provider and recieving your funds now depends on the payment processor speed."

Also fairspin reminded me this in previous emails, concerning their T&C:

4. PAYOUTS

4.4. We reserve the right to check and verify any of Your winning with the relevant provider of the Games and gaming content. Fairspin shall have the right to define at its sole discretion whether the amount of Your winning is substantial or not. Fairspin shall have the right to payout amounts of substantial winnings in monthly installments.

but there’s also this other that they never spoke about:

5. WITHDRAWALS FROM YOUR MEMBER ACCOUNT

5.1. You may withdraw any amount up to the available to withdraw balance in Your Member Account by issuing Fairspin with a valid notice of withdrawal on the Website. The minimum and maximum amount of a one-time withdrawal transaction will be indicated in the "Cashier" on Your Member Account interface page per each of the available withdrawal methods (payment methods), while the maximum and minimum amount of such a one-time transaction may differ depending on the currency, in which the transaction is carried out, and the withdrawal method (payment method) You will have chosen to withdraw funds from Your Member Account. If you wish to withdraw more than 10,000.00 Euro (or its equivalent in other currency), Fairspin reserves the right on its discretion to split the payment and pay the withholding amount in daily instalments not exceeding 5,000.00 Euro (or its equivalent in other currency) per day, until the withholding amount is paid in full. The transaction amount can be limited on the bank side. Fairspin may request from You KYC or identification documents before any withdrawal.

also about the withdrawals method, when I questioned why they asked me about a crypto wallet, they told me this:

5.6. Fairspin will credit Your account back using the same method as You have previously deposited with, uwhenever possible.

this is why I was forced to creat a crypto wallet.

it has been very difficult and stressful to communicate with this casino, I’ve never had so many difficulty’s in receiving a payment.

hope casino guru can help to sort out this situation.

thanks in advance

Dear Sofia123Silva,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions too, and this is what I found (here):

„5. WITHDRAWALS FROM YOUR MEMBER ACCOUNT

5.1. You may withdraw any amount up to the available to withdraw balance in Your Member Account by issuing Fairspin with a valid notice of withdrawal on the Website. The minimum and maximum amount of a one-time withdrawal transaction will be indicated in the "Cashier" on Your Member Account interface page per each of the available withdrawal methods (payment methods), while the maximum and minimum amount of such a one-time transaction may differ depending on the currency, in which the transaction is carried out, and the withdrawal method (payment method) You will have chosen to withdraw funds from Your Member Account. If you wish to withdraw more than 10,000.00 Euro (or its equivalent in other currency), Fairspin reserves the right on its discretion to split the payment and pay the withholding amount in daily instalments not exceeding 5,000.00 Euro (or its equivalent in other currency) per day, until the withholding amount is paid in full. The transaction amount can be limited on the bank side. Fairspin may request from You KYC or identification documents before any withdrawal."

Please understand, that we can’t penalize the casino for splitting your win into several installments, especially, if this information is clearly stated in their terms and conditions. Please allow some time for each installment to be processed and as long as they are carried out in a timely manner we will observe this case.

Thank you in advance for your reply and understanding.

Best regards,

Petronela

Bom dia, justamente por falar em parcelas diárias não superiores a 5000€ até que o valor da retenção seja pago integralmente, é que questiono porque foi feito um pagamento de 8369,35€ (23.12.2022) para a minha conta bancária e até agora não foi feito mais nenhum e pediram-se uma carteira crypto.

pensei que tinha que ser cumprido o prazo de 10 dias úteis a partir do momento em que o pedido é processado. O prazo terminou ontem.

fico a aguardar.

obrigada

Bom dia,

"Se você deseja sacar mais de 10.000,00 euros (ou seu equivalente em outra moeda), a Fairspin reserva-se o direito, a seu critério, de dividir o pagamento e pagar o valor retido na fonte em parcelas diárias não superiores a 5.000,00 euros (ou seu equivalente em outra moeda) por dia, até que o valor da retenção seja pago integralmente."

Sim, o meu pedido de saque foi 34000 USD a 22 de Dezembro de 2022.

Até agora foram realizados 2 pagamentos:

transferência bancária: 8369.35€ (23 December 2022)

Crypto walet: 2023.98 USD /27.58794885 LTC (06 January 2023)

O casino não me envia qualquer email ou notificação sobre os pagamentos feitos, nem faço ideia quando serão realizados mais pagamentos. Ainda há uma quantia substancial por pagar, e segundo a informação acima, pensei que fossem feitos pagamentos diários não superiores a 5000 euros. O valor total não deveria ter sido pago dentro do limite dos 10 dias úteis desde a data de levantamento? Esse prazo terminou dia 06 de Janeiro.

Fico a aguardar.

obrigada

I understand your frustration, Sofia123Silva. Please allow some more time for the casino to process each installment. If your last withdrawal was processed five days ago I truly believe more payments via e-wallet will be coming soon. If not, we will intervene. Please keep me informed.

Bom dia, eu gostava realmente de saber se há período limite para completar o pagamento ou não.

Já recebi mais parcelas nunca superiores a 1000€ através da crypto wallet. Se for para continuar assim, nem daqui a dois meses o pagamento está completo. Porque é que o primeiro pagamento foi superior a 5000€ e os restantes não ultrapassam os 1000€?

O casino diz que não tem previsão de prazos concretos para efectuar os pagamentos.

obrigada pela ajuda

Cara Petronela, estou a tentar entender porque razão os pagamentos estão a ser feitos desta maneira e não respeitando os próprios termos do casino e é neste aspecto sobretudo que eles não estão a cumprir:

" a Fairspin reserva-se o direito, a seu critério, de dividir o pagamento e pagar o valor retido na fonte em parcelas diárias não superiores a 5.000,00 euros (ou seu equivalente em outra moeda) por dia, até que o valor da retenção seja pago integralmente. 

Ora, não é isto que está a acontecer e dia 22/01 fará 1 mês sobre o pedido de levantamento sendo que desde então recebi 4 pagamentos via crypto wallet.

fui Informada que com a carteira crypto, os fundos seriam processados rapidamente. Não é o que está a acontecer.

agradeço a vossa ajuda, pois não me parece que o Casino esteja a respeitar os termos e condições no que diz respeito a este assunto.

Thank you very much, Sofia123Silva, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

O caso já está resolvido.

obrigada

Dear Sofia123Silva,

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,

Pavel

Casino.Guru