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Beware of this casino!!!

Do not deposit. I deposited €10 through mbway (recent deposit option on the site). The money didn't come in and they only know how to make excuses. In all the other casinos I used mbway I never had any problems. They don't know how to come up with a valid justification! The money went through Skrill, and they only know how to say that it was a mistake on my part, when I did everything right and even sent them proof. I do not recommend! Horrible casino!!!

Cuidado com este casino!!!

Não depositem. Depositei 10€ através do mbway (opção recente de depósito no site). O dinheiro não entrou e só sabem dar desculpas. Em todos os outros casinos que usei mbway nunca tive problemas. Não sabem arranjar uma justificação valida! O dinheiro foi pela Skrill, e só sabem dizer que foi um erro da minha parte, quando fiz tudo direiro e inclusive lhes mandei comprovativo. Não recomendo! Casino horrível!!!

Dear Pausilva91,

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 explain why the casino says the mistake was yours?

When exactly did you make a deposit?

Could you please send me the communication (emails, chat transcripts) between you and the casino regarding the issue? My email is 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

Dear Pausilva91,

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.

The situation was resolved but only after days and days!!

I have now been waiting for more than 48 hours for a withdrawal. What is said is that withdrawals are fast...

I am afraid as I read several comments from users who did not receive their withdrawals.

A situação ficou resolvida mas apenas passado dias e dias!!

Aguardo agora, há mais de 48h, por um levantamento. O que é dito é que os levantamentos são rápidos...

Fico receosa pois li vários comentários se users que não receberam os seus levantamentos.

Do I understand correctly you have requested a withdrawal of your winnings after the previous issue was resolved?

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 the 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, please, let us know and we will intervene and try to help you. 

I went to check now and they rejected my withdrawal for the second time. I have the account validated, documents validated too.

The answers are always the same, "everything is fine" or "you have to wait". The first time the withdrawal was rejected because I did it twice and they said the withdrawal had to be done once. OK. Now, after more than 48 hours, they reject my withdrawal again because I entered my email with the initial capital letter when I went to withdraw via Skrill and the registration email is in lower case. Can you clarify if these reasons are valid for rejecting withdrawals?

Fui verificar agora e rejeitaram pela segunda vez o meu levantamento. Tenho a conta validada, documentos validados também.

As respostas são sempre as mesmas, "esta tudo bem" ou "tem de aguardar". A primeira vez o levantamento foi rejeitado porque fiz em duas vezes e disseram que o levantamento tinha de ser feito de uma vez. Ok. Agora, passadas mais de 48h, voltam a rejeitar o meu levantamento porque coloquei o meu email com a letra inicial maiúscula quando fui a fazer o levantamento via Skrill e o mail de registo está com letra minúscula. Podem esclarecer-me se estes motivos são válidos para rejeitar os levantamentos?

Hello!

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

We want to pay attention to the actual subject - withdrawal.

Previous withdrawals of this member of the gaming platform have declined for two reasons.

First - mechanical specific of the withdrawal(for correct completion of transaction need to set the whole amount that client wants to withdraw in one transaction). 

Second - incorrect data of the recipient of the transaction. 

At this moment the actual withdrawal of this member of the gaming platform that has been mentioned in this complaint - completed.

The gaming platform "Fairspin" always cares about every transaction and situation of every member of the gaming platform!

Respectfully,

Fairspin! 

Case solved. Thanks!

Caso resolvido. Obrigada!

Did you try to request the withdrawal by entering the email address with the email written in lowercase?

Could you please send me the communication between you and the casino to my email at tomas@casino.guru?

The case was resolved today with the help of the fairspin chat team.

O caso ficou resolvido hoje com a ajuda da equipa do chat da fairspin.

Dear Pausilva91,

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 and Fairspin Casino for your cooperation.

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