The player from Portugal had reported a withdrawal issue with a casino. The withdrawal amount had been processed but had not appeared on her credit card. The casino confirmed that the transactions had been processed successfully and were marked as "Successful". The player had been asked to wait for up to 10 days for the withdrawal to be credited, as per the casino's policy. However, the player reported not receiving the funds even after the specified period. The casino had provided some transaction details for the player to check with her bank. Despite the casino's insistence that the transaction had been processed correctly, the player's bank could not confirm the receipt of the transfer. We rejected the complaint as the player did not provide further details required for us to continue to investigate the matter.
Fairspin Casino - Player's withdrawal has not been settled.
Amount: $50
Fairspin Casino
Safety Index:Very highPlayer stopped responding
REJECTED
Case summary
The withdrawal amount was processed but has not appeared on my credit card. I've been trying to get a transfer receipt but everyone tells me it's not possible.
As such, I'm going to be out of my money, which makes me lose trust and not want to play at this casino again.
Dear margarida_so,
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 specify when exactly you requested a withdrawal from the casino and when was it marked as processed on the casino's side?
Have you ever used this payment method for withdrawals before in this casino?
Did the casino offer any recommendations for you in this situation?
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
The withdrawal processing was done on the 11th.
I already used this method and it failed once, this is the second.
The casino does not give me any recommendations to solve the problem.
Hello!
The Gaming Platform team would like to take part in that complaint.
We would like to specify some details in that situation.
First and main - transactions mentioned in that complaint are really processed and have status "Successful" in the system.
At this moment there is no problem as it is mentioned in this complaint.
According to the "Terms and Conditions" of the gaming platform "Fairspin" - withdrawal can take up to 10 days.
Time period of 10 days includes the time that the payment provider has to credit the money into account of the recipient.
We know about the situation of that member of the gaming platform and it is under our attention.
We do not agree with the statement that we have not provided any recommendations.
As you can see we know that situation and as we have mentioned - it is under our attention.
Information about that situation and specific of the withdrawal with method has been provided in livechat due to a request of the member of the gaming platform.
Even if a transaction will face any type of difficulties we will not miss it and will be ready to help.
Gaming platform "Fairspin" always cares about the best experience of every member and we understand how important transactions are.
Respectfully,
Fairspin!
What is at issue here is not your credibility as a casino, but just the fact that everyone says that it is not possible to get proof of the transfer, my complaint is not about lack of payment but Hello lack of means to prove this payment.
I will wait the 10 days, if the amount is received I will publish the resolution of the case.
Thanks to both parties for the reply.
Dear margarida_so,
Please let us know about any news regarding the withdrawal of your winnings. I'll await your message.
The problem continues, until today I have not received the amount of the withdrawal I made on the 11th.
However, I have already made others that are processed automatically
thank you for help
Hello!
At this moment the transaction mentioned in this complaint completed successfully from the side of the gaming platform.
If funds of transaction have not reached you margarida_so - contact our live chat on the webpage of the gaming platform or write us a letter to our email.
The Gaming Platform always cares about every transaction of every member and we are ready to help you if you have faced difficulties with that withdrawal.
Respectfully,
Fairspin!
Thank you for more good news.
Dear margarida_so,
Please let us know when the withdrawal from the 11th of August reaches your bank account. Looking forward to your reply.
I have already asked this question several times to the operators and they all say that the amount was processed by the casino and there is nothing else they can do.
I'll try email, but I doubt it will work.
Hello!
Your last request to live chat of the Support Department was made on the 16 of August.
Exactly on the 16 of August there were only 4 business days since the start of your withdrawal request.
With that fact exactly that withdrawal can not be counted as "failed" or "not completed".
Right now our Financial Department found the way to check exactly that transaction and all details of that.
If there will be need of any additional detail from side of the member of the gaming platform - we will contact you and can leave notification about that in complaint.
We really care about every situation and are open to cooperation.
Respectfully,
Fairspin!
Hello!
We have updated after mentioning earlier checking.
At this moment we have results but to continue investigation and fixing of possible situations we need more details from members of the gaming platform.
Dear margarida_so,
Check your email and respond to it with required details, please.
We have sent a letter to email that has been used upon registration.
The Gaming Platform Team always cares about every transaction and situation that every member might face!
Respectfully,
Fairspin!
I will gather what you asked and send ASAP
Thanks for listening
I continue to play and receive all withdrawals
I have nothing to say about your Casino, I recommend it.
Hello!
We really appreciate your cooperation!
Our team already prepared all the processes to continue working with that situation and fix it as a result.
We understand that transactions are a big part of the experience of members of the gaming platform and always care about it!
The Gaming Platform Team will do all of our best to guarantee only best experience for your future time with "Fairspin"!
Respectfully,
Fairspin!
Dear margarida_so,
Do I understand all of your withdrawals reached your bank account? May we consider the issue resolved?
I will only have my credit card statement from August 15th to September 15th, around the 20th.
As soon as it is available I will send what you requested, from 10 to 31 August.
Thanks
Hello!
We are happy to make posts with updates about the situation that has been mentioned in this complaint.
Right now we received an update with details that help our member of the gaming platform to get funds for the mentioned transaction.
Information has been provided in the email that we just sent.
The Gaming Platform Team always cares about every situation and transaction of every member!
Respectfully,
Fairspin!
Thanks for the reply to both parties.
Dear margarida_so,
I'll set the timer for 14 days, kindly inform us if you need any assistance in the meantime.
They can't find that transfer.
In the meantime, I have already made two more transfers worth €110 that have not yet been credited, I know I have to wait 10 days, but when it doesn't go in within 24 hours it will hardly go in.
Until I receive these amounts I will not play at your casino again.
Hello!
The Gaming Platform team always cares about every situation that you might face.
At this moment we have sent you one more email about your transaction that has been used as the subject of this complaint.
You have mentioned another transaction that has not reached you - you can contact our Support Department for more details about that situation and we will be ready to help you!
Respectfully,
Fairspin!
The email mentions withdrawal on July 11th, withdrawal was made on August 11th
Hello!
We apologize for the incorrect month that has been set in the letter.
You can be sure that data that has been processed and details that have been provided in the mentioned letter is correct and deducted exactly to your transaction that becomes subject for this complaint.
Respectfully,
Fairspin!
Dear margarida_so,
Could you please share a screenshot of the withdrawal you made on the 11th of August in the casino transaction history?
Do I understand correctly the amount still hasn't reached your bank account?
Please let me know about any news.
Yes, the amount has not yet been debited from my account until today
Hello!
We would like to specify an important detail of that situation.
At this moment we have finished investigating the situation that became a subject of this complaint and provide members of the gaming platform with details that can help to fix the situation.
Provided details must be used by the Bank of the member of the gaming platform to receive the amount of transaction that is set.
From the side of the gaming platform processes finished correctly.
We always care about every transaction of every member of the gaming platform!
Respectfully,
Fairspin!
The bank (in this case Credit Card) did not receive any transfer of the references used by you.
If the case is resolved for you, it won't stop because I ran out of money.
Thank you for your collaboration
Dear Fairspin Casino representative,
Could you please let us know what further steps will be taken by you in order to investigate why the withdrawal didn't reach the player?
Is there anything you require from the player at this point?
I'll await your reply.
Hello!
We really appreciate the attention of the client and Complaint Specialist.
At this moment the gaming platform finished investigating that situation and no additional details from the client are required.
We receive confirmation from the Financial Department that the transaction that became the subject of this complaint is completed correctly.
With that fact we contacted the Financial Provider to specify details and receive data that can be used by member of the gaming platform to receive mentioned withdrawal.
Our Support Team already contacted margarida_so and provided the mentioned data.
With data from the Financial Provider, bank of the margarida_so can find and credit transaction to the account.
Respectfully,
Fairspin!
Good afternoon
Can you please resend this data?
I thank
Hello!
Thank you for your request.
According to this request our Support Department has sent you a letter with data one more time.
We really appreciate your understanding and cooperation!
Respectfully,
Fairspin!
Thanks
I have to add that today I made a deposit that was not credited to my account.
After sending the proof, they say it will take 3 to 5 business days to resolve the problem.
It's unbelievable
Hello!
Thank you for additional information about your transactions.
However, we must add that transactions can face different types of situations.
But no matter what - the team of the gaming platform is always ready to help you with any type of situation that your transaction could face.
Investigation and fixing of specific situations can take time.
Required time is needed for all processes that investigation and fixing could include but even with that fact we do all of our best to do that in the shortest time.
Fairspin always cares about every transaction of every member of the gaming platform.
Respectfully,
Fairspin!
In relation to the reference you provided, below is the bank's response
Thank you for the update, margarida_so.
Dear Fairspin Casino representative,
Could you please advise if the transaction hasn't been rejected by the payment processor and wasn't returned to you? What other steps would you suggest are necessary to investigate the issue?
How much time would you need to investigate the issue?
I'll await your reply.
It was neither rejected nor returned, the only way the situation could be resolved was with proof of your transfer, something you do not provide.
As there is no form of resolution, there is no point in continuing to waste my time, with you nothing can be proven, your system only gives the transactions as approved and you are always right, there is no point in sending proof as they are worthless.
I'm sorry because I actually liked your casino, but since I never have concrete and reasonable answers I will stop playing with you.
I know I'm just a customer and that it means nothing to you,
If I have no response by Monday I will cancel my account and evaluate your casino negatively, alerting you to these situations.
From my side I have nothing more to say or prove.
Hello!
Dear Complaint Specialist,
At this moment we can confirm that the transaction that became the subject and reason of this complaint has been completed by the gaming platform.
If withdrawal has not reached member of the gaming platform there can be many reasons for such a situation.
However, we already contacted the Financial Provider and specified more details that have been sent to margarida_so.
Mentioned details can be used for search and crediting of the withdrawal that still has not reached the account in the bank of the client.
If Bank of the member of the gaming platform will not be able to find and credit transaction - we add next steps that can help us to process further investigation of the situation.
Dear margarida_so,
Please, check your email.
There you can find email from us with additional details and required additional details that we might need if your Bank can not help you with new data that has been sent.
We really care to help you and you can be sure that we will do all of our best for that.
Respectfully,
Fairspin!
I will consider this matter closed.
There is no way to resolve this without proof of transfer of the amount that was transferred to my credit card, something that you do not provide.
It is not worth continuing without this proof.
Unresolved matter
End of attempts due to lack of proof of transfer.
Thank you everyone for your effort in resolving it, but what is certain is that I will be left without my 50 USD
Hello!
We are sorry that you have such an impression.
However, we must mention that data about successful completion of your transaction has been provided.
Also an important part of the process of working with your situation is that we can continue investigation and you just need to follow steps that have been described in the last letter that you have received from the gaming platform.
Our team really cares to help you but without your part in that process it can not be successful.
We still can continue to work with that situation.
Respectfully,
Fairspin!
The only thing the bank needs to resolve the situation is proof of transfer, if they can provide it that's great, otherwise there is NO way for the bank to refund me this money, which according to the statements I have, never entered my account.
Hello!
We would like to mention that data which we provide clients through email can confirm that a transaction has been completed.
One more important thing - even if a bank of the client has difficulties with data that has been sent, we have options that allow us to continue working with that situation.
Dear margarida_so,
Please, follow the process that we set in the last email that has been sent to you and we will be glad to continue working with your situation.
Respectfully,
Fairspin!
Dear margarida_so,
Could you please send your bank statemen for the account you used for your withdrawal request from 11th of August until now so we may exclude the possibility the transaction was already processed to your account? Please send the information to my email at tomas@casino.guru
