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I am submitting this complaint regarding an unreasonable delay in processing my cryptocurrency withdrawal.

I requested a withdrawal yesterday evening of approximately 4,280 XLM (about $800 USD). I understand the request is recent, but this is a relatively small crypto withdrawal and Fairspin's communications have been very alarming and warrant a third party mediator immediately. One of the primary reasons players use crypto casinos is the expectation of fast payouts, something Fairspin itself advertises. Industry standards at major crypto casinos such as Stake, Gamdom, and BC.Game are that once a player has completed KYC verification—as I have at Fairspin—crypto withdrawals are typically processed instantly or within minutes.

I have been a Fairspin customer for several years. My previous crypto withdrawals, all under $1,000, were processed in less than 30 minutes. There has been no explanation as to why this withdrawal is being treated differently.

My original withdrawal request was rejected because I attempted to withdraw to a wallet different from the one I used to deposit. As soon as Fairspin informed me of this, I immediately resubmitted the withdrawal to the original deposit wallet as requested. Since the issue was corrected promptly and the amount is below Fairspin's stated threshold where additional verification may be required, I expected the withdrawal to be processed quickly.

Instead, it has remained pending. Support repeatedly tells me withdrawals may take anywhere from 15 minutes to "several days," but refuses to explain why my specific withdrawal requires additional time. When I asked what was different about this request compared to my previous withdrawals, I was told that information was confidential. I believe players deserve transparency when their funds are being withheld beyond normal processing times.

Later, Fairspin requested proof that the destination wallet belonged to me. I provided the requested documentation immediately. Shortly afterward, the option to cancel my withdrawal disappeared, indicating progress, yet the withdrawal remains pending many hours later.

Since then, I have contacted both customer support and my VIP host multiple times seeking updates. I have asked whether all withdrawals are delayed due to operational issues or whether there is something specific about my withdrawal. I have also requested my current position in the review process and an estimated completion time. Instead of receiving meaningful answers, I have been given repetitive, generic responses stating only that the withdrawal is "being processed," "being reviewed as quickly as possible," and will be completed "soon."

These responses are inconsistent with my previous experience and with normal crypto withdrawal practices. Fairspin has provided no specific reason for the delay despite having completed my KYC, receiving the requested wallet ownership documentation, and having processed similar withdrawals for me within minutes in the past.

After reading other player experiences on Casino Guru, I also became concerned that this may reflect a broader pattern of prolonged crypto withdrawal delays accompanied by vague communication.

I am requesting that Fairspin either:

Process my withdrawal immediately if there is no legitimate reason for further delay; or

Clearly explain what specific issue is preventing payment, why this withdrawal is being handled differently from my previous withdrawals, and provide a realistic timeframe for completion.

I am not objecting to reasonable security checks. My concern is the lack of transparency and the refusal to provide any concrete explanation or timeline while my funds remain unavailable. I simply want my withdrawal processed or a clear, specific justification for why it is not.

Important notice:

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Dear charlixcx,

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

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear charlixcx,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean