The player from Russia had difficulties with the verification process at an online casino, which prevented him from withdrawing his funds. Despite multiple attempts, the casino kept requesting additional verification. After communicating with the casino's chat and technical support for two days, the player was able to resolve the issue. We marked the complaint as 'resolved'.
Fairspin Casino - Player struggles with repetitive verification process.
Amount: $275
Fairspin Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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3 months ago
They can't solve the verification problem. I uploaded documents several times, both in my profile and via a special link that support sent me by email. In the casino chat they say that the profile is verified, then they force you to go through everything again. Sent passport selfie confirmed address phone email. Because of this, I cannot withdraw my funds. I sent documents at least 4 times. I spent the whole day on this with no results. There is always a new operator in the chat who has to explain everything anew every time.
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3 months ago
Dear alterburn,
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.
- Do you have any active pending withdrawals?
- Where do the requests for additional verification come from? How are you inform about these requests?
- Provide a screenshot or send me the information to my mail at tomas@casino.guru
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
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3 months ago
Hello, Tomas.
I will answer in order:
1 I have active pending withdrawals
2 Requests come both by mail and in chat, but I did not save the messages from the chat. And message threads are not saved there.
3 Sent you threads from mailbox blomkampbrn@gmail.com
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3 months ago
Hello, Tomas. You can close the complaint, I managed to solve the problem. After 2 days, the money was withdrawn to me and the verification was confirmed after 2 days of communication with the chat and technical support.
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3 months ago
Dear alterburn,
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 issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
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