Fairspin Casino - Player's winnings are delayed due to withdrawal limit.

Hi, I have $11000 USDT stuck in this casino which is not withdrawn yet. I only played at this casino because I thought there is no withdrawal limit. After winning and attempting to withdraw, I was informed that there is a daily limit of $1000 USDT for Interac e transfer, they only method the website allow me. This daily limit was not stated in the terms and conditions. I do not believe it is fair to not put the limits in the T&C, and now it is preventing me from withdrawing my winnings in a speedy manner...

Dear Thepwner001,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with withdrawing your winnings and I understand your frustration. To help us better understand and resolve this issue, I would appreciate it if you could answer the following questions:

• Could you confirm when you first attempted to withdraw the $11,000 USDT and if you have tried multiple withdrawal requests since then?
• Were you informed of any daily withdrawal limits before you started playing, or was this information provided only after your first withdrawal request?
• Have you already provided any KYC or identification documents for the withdrawal process? If so, could you please share any communication you’ve had with the casino regarding this?
• Have you experienced any issues with the specific payment method, Interac e-transfer, before?

It’s important for us to gather all relevant details so that we can investigate this matter thoroughly. Your cooperation is crucial, and without your input, we may not be able to proceed effectively with resolving your complaint.

In regard to the terms, the casino has stated that for withdrawals over 10,000 EUR (or equivalent in other currency), they reserve the right to split the payment into daily installments of no more than 5,000 EUR per day until the full amount is paid. The full details can be found in their terms here: https://fairspin.io/apb.

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.

If you have any relevant communication or documents regarding your withdrawal, please feel free to forward them to petronela.k@casino.guru for further review.

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,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Petronela,

Thank you for reaching out. My email registered at their casino is leethepwner@gmail.com.

I first attempted to withdraw $1000 of the $11000 yesterday, because it is the max the system will allow me to withdraw. Currently it is still pending. There is no multiple withdrawal attempts.

I was not informed of this limit before i started playing. After winning, I was informed by the VIP manager that only cryptocurrency withdrawals are unlimited, and the only withdrawal method that the casino will allow me to withdraw to is capped at $1000 a day, and I cannot make another withdrawal request until previous pending withdrawal is accepted.

My account was KYC verified and I have done successful withdrawals when I played there a while ago.

I have not had any issues with interac e transfers before.

Regarding casino's terms on splitting the payments - I am not even trying to withdraw more than 10000 EUR all at once, and I cannot anyways, it is their system that caps each withdraw amount to $1000, which was explained by their VIP manager.

Thank you,

Min X*** Y*

Hi Thepwner001,

Thank you very much for providing the additional details regarding your situation.

I completely understand your frustration about the withdrawal limits. Based on your explanation, it seems that the casino has a withdrawal policy that only allows a $1,000 maximum per day unless cryptocurrency is used, and I can appreciate how this might feel limiting.

However, please be aware that your first withdrawal request was only made two days ago. In many cases, it can take a little while for the processing to be completed, especially when there are pending approvals involved. I would kindly advise you to be patient, as this is a standard procedure at many online casinos, and your withdrawal may still be in progress.

Please note that the withdrawal process can sometimes take a bit longer than expected, especially if you are withdrawing a large amount or using specific payment methods. It’s important to allow some time for the funds to be processed, and as you mentioned that your account is KYC verified, this should help speed up the process moving forward.

If you don’t see any updates in the next few days, or if you experience any further issues, please don’t hesitate to let me know.

We’re here to assist and follow up with the casino if necessary.

I hope we will be able to help you resolve this issue as soon as possible.

Hi Patronela,

Thank you for your reply. I only played in this casino because their T&C says there is no limits for the withdrawals. Nowhere does it say it is only for cryptocurrency. If there is a limit, it should have been disclosed clearly.

Even my first withdrawal is still pending right now... if give them the benefit of the doubt and assume that it will be paid tomorrow (a total of 4 days), then all of my request will take almost 50 days. I do not mind waiting for the withdrawal but it should for processed for the full amount, not just $1000 each time, because it was not disclosed in the T&C. They should have an obligation to do this.

Thank you very much, Thepwner001, for providing all the necessary information. I will now transfer your complaint to my colleague, Romi (romana.r@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Okay, thanks for your help.

Dear Thepwner001,

I'm Romi, and I will be taking care of your complaint from now on.

If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Fairspin Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Fairspin Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear Romi,

Our Team will be glad to take part in this situation and cooperate. 

We really understand that transactions are a big part of experience for every member and we always care about every deposit/withdrawal. 

Our Team is always happy to congratulate every member with every new win!

Every member can be sure that all winnings will reach them. 

We do not refuse to complete withdrawal of the full amount of the winnings. 

However, there are specific limits set by the payment provider regarding transaction amounts.

That is the reason for such a condition of amount for one transaction. 

Such conditions might take place.

For more flexibility with further transactions we can state that there are no limits with crypto wallets as a method and recommend it to Thepwner001 as an option for future transactions. 

Meanwhile - we continue work with every new withdrawal request and will be happy to complete it. 

If you have any clarifications or requirements for additional details - Our Team will be happy to cooperate.

We are always only concerned with the correct resolution of any situation!

Respectfully,

Fairspin

Hi Fairspin,

As I stated earlier, I played at your casino only because I like to gamble large amounts and your casino's T&C states that there are no limits to the withdrawals. It does not matter if it is the payment provider or whatever reason, it is the casino's responsibility to fulfill the T&C and be transparent. The casino is processing atmost one withdrawal request everyday, even my request from more than 24 hours ago is still pending. It does not look like to me that the casino will"continue work with every new withdrawal request and will be happy to complete it". At this rate, it will take more than a month for my full casino balance of $16000 to be paid out.

If you can show me a clause in your T&C that mentions that there are limits to certain withdrawals methods, then I would admit my lack of diligence in researching the casino, otherwise I propose that you help me cashout my entire casino balance using another method such as wire transfer if there are limits to the payment provider of Interac.

Thanks,

Thepwner001

Greetings all.

Thank you very much for your cooperation.

Dear Fairspin,

Could you provide us with what the player is asking for, or alternatively inform us what can be done in this case?

Thank you in advance.

Best regards,

Romi