Fairspin Casino - Player’s winnings haven’t been received yet.

They do not allow me to withdraw the exchange money from the tokens, they also withdrew more than half from my balance in usdt ... in addition to withdrawing from the tokens, I tried to withdraw the money several times, they tell me that it is a problem of calculating the tokens but not even my original amount of money has let me do what they want...

Dear mauricioariel40,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I was able to withdraw what they considered....... 84 usdt.....

Thank you for your reply, mauricioariel40. Do I understand correctly that the rest of your winnings have been confiscated? Have you received any explanation from the casino regarding this issue?

A problem with the payments, they miscalculated ... supposedly ... The problem is that I originally deposited 100 usdt and received 400 when I tried to withdraw them, 200 disappeared, there were only 200 left, I waited a few days and tried the withdrawal again, to which they responded. : they had problems with the calculation of earnings .... I continued waiting and that went from 180 that I had left, half disappeared and asked to withdraw only 82 or 84 usdt.....

Did you activate any bonuses on top of your deposit? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear mauricioariel40,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Did they send proof or did I? The truth is I don't understand what it means I am played... I have visited casinos in different places in arg in esp... Never anywhere at the time of payment did they withdraw part of my winnings it is a scam

Hello!

The Gaming platform team would like to take a part in this complaint. 

Withdrawal of this member of the gaming platform has been completed correctly with funds that belong to the player. 

As it has been mentioned in this complaint - technical incorrect calculation of the results have taken place.

That was the reason for such time of processing of the transaction. 

We detect incorrection and start investigation to complete withdrawal of this player exactly with funds that this member of the gaming platform has. 

At this moment the transaction completed correctly. 

We always care about every transaction of every member of the "Fairspin"! 

Respectfully,

Fairspin! 

Thank you very much, mauricioariel40, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service.

Hello, mauricioariel40,

From now on, I will assist you in resolving the issue. I will ask the casino for more details, however, in the meantime, can you please confirm your withdrawal was successfully processed and credited to your payment method? If yes, what amount have you received?

Dear Fairspin Casino team,

Could you please describe the situation in more detail? What happened there?

If it suits you better, feel free to use email (branislav.b@casino.guru).

Greetings!

We would like to explain the situation in a bit more detail: as per the side of the gaming platform, a technical issue had taken place which resulted in the incorrect calculation of the TFS tokens of the gaming platform, which the user then withdrawn to his main gaming balance and subsequently made a withdrawal request.

However, as we have managed to detect the said issue, the decision was made to adjust the user's game balance, so that it would match the correct amount the user had managed to accumulate.

The user himself was informed regarding the details of that situation, and as per our side we did everything in order to clarify the situation as concisely as possible.

We hope we could describe the case as clearly as possible!

In case if the additional details are required in order to help with the investigation, we will be more than happy to provide all the relevant information via email!

Sincerely,

Fairspin.

Thank you for the explanation, Fairspin Casino team.

Dear mauricioariel40,

If I understand it correctly, the deducted amount represents a difference between your deposit and a higher amount that was credited to your casino account by mistake as a result of a technical issue (incorrect calculation of the TFS tokens). Is the casino's explanation enough for you, or is there anything else I could help you with?

Can I consider the complaint closed, please?

In case I overlooked anything, feel free to correct me.

Dear mauricioariel40,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, Fairspin Casino team, for your help and providing information.

Best regards,

Branislav, Casino.Guru