FreeSpino Casino - Delayed withdrawal and bank charges for the player.

I have signed up and used one of their free spin no deposit codes. Made my deposit and have been struggling to withdraw my winnings since last year. We are now at the 9th of January and I am still awaiting my payout.

In the meantime, I have incurred charges to my bank account because the casino has repeatedly failed to complete the transaction on their side.

Furthermore, they have failed to provide me with a reason and said to try again with another card. So I do that and its been 4 days already...

So if anyone has some honest reviews about this casino, I'd be more than willing to learn your story. Good or bad. But until I receive my payout, I suggest you tread carefully with this casino

Dear fayedmarksson,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with FreeSpino Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you made any successful withdrawals from this casino before?

Could you kindly confirm if you passed the full KYC verification?

Could you please specify what you mean by saying that you have incurred charges to your bank? Do I understand correctly that you asked your bank for the chargeback of your deposits?

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

Veronika

Hi Veronika. Thank you for your speedy reply.

No. This is nor my first attempt neither any successful withdrawals either.

Yes. I have passed the casinos verification KYC procedure.

I have been charged for rejected payments by my bank and have been made clear to me that those are standard charges and are irreversible. As stated in in their terms and conditions. I am holding the casino accountable since I have no debit orders or anything deduction from my account as it's a new account as well.

Adding to my frustration is the email I have received this morning containing a farewell message from the casino.

thank you for your time and effort in this matter.

Best regards.

They have severed communication and any way for me to alternatively reach them they refuse to respond. I'm still waiting on my winnings and an answer as to why they fail to comply with their own standards.

I have recieved one reply regarding my withdrawal and that was to tell me to re-try with another payment method.

they hadn't replied to my messages on their casino site. No reply to my emails. No word at all.

Can you please advise if you tried requesting a withdrawal using a different payment method as suggested by the casino? Have you at least tried using a different card? Is there any withdrawal request in your account that has been processed by the casino, or have all your attempts to withdraw been rejected by the casino so far?

I confirm i have requested withdrawal using a different card and even tried a method relative to my method of deposit. Ive used jeton cash to deposit and tried withdrawing via my jeton wallet and have been declined. I have tried using my bidvest account and they said the payment was rejected and advised me to retry with another card. And i am still waiting for my winnings to reflect into my alternative bank account. Theyre flatout ignoring me this time. No request has been processed by the casino apart from the one where they have taken the balance off from my no deposit coupon and left me with my deposit of $13.12 and max cashout limit of $20. Other than that, all my withdrawal requests have been rejected by the casino.

Upon checking my withdrawal status now. I have come across yet another notification stating that my withdrawal has been successfully cancelled. No reason to this. No reply. Just that notification.

Here are my findings.

I have yet again requested for a withdrawal of my winnings and deposit.

I just really hope to be paid out before they close if im not too late already



Thank you very much, fayedmarksson, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, fayedmarksson!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello Pavel! I am pleased to virtually meet you.

I truly do hope that we can get to resolve this case as soon as possible with your hard work and dedication. Thank you so much for your time and efforts from here.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Alright. So what happens with my deposit and winnings should the casino be unresponsive?

Do i get a refund or my winnings paid out?

And how does casino.guru play a part in a solution in my case since I went on and trusted casino.guru to give a reliable safety index.

Have I been mislead and lied to just so another casino may benefit from an unemployed young man who works hard to earn the money i play with?

I sincerely hope this isnt the case.

Should the casino be unresponsive at all, unfortunately, there is nothing we can do about it. It is hard to solve the issue which requires the participation of the casino without the casino itself. However, I assure you that we use all our channels to reach the casino, so you know, that we indeed try.

Regarding the safety index: sometimes it is hard to determine that the casino is fair or unfair if we do not have data which we can use to judge. There are cases, where casinos use rules that are not reflected in their terms and conditions. There complaints help, as they are reflected in the safety index too. Also, when the new casino is added to our system, the "Fresh casino" is displayed, which warns players to be more careful.

Thank you, Pavel for your response.

It has been noted.

Good day Pavel.

I hope this update finds you well.

Upon opening my emails this morning,

I came across these and were pleased with the results.

I would like to close this case as my winnings have been paid to me.

Best wishes and thanks to all parties involved.

Hello, fayedmarksson! Have you also received your funds into your bank account?

If you are referring to the charges I've incurred due to failed and cancelled transactions. No. I have not.

I am referring to your winnings that you have mentioned above:

"I would like to close this case as my winnings have been paid to me."

Have they been just withdrawn or have you already received them as well?

I have received my winnings as well.

And i thank you for your time and effort in my case.

Dear fayedmarksson,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. 

I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team