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Hello goodnight...

I made a withdrawal on the 2nd of February which has not yet been accepted.

I've contacted support several times and they always tell me the same thing...

That there is nothing wrong with my withdrawal and that they have a delay in the finance department and that I have to wait longer...

A situation that starts to get impossible...

Ola boa noite...

Fiz um levantamento no dia 2 de fevereiro no qual ainda não me foi aceite.

Já entrei várias vezes em contacto com suporte no qual me dizem sempre a mesma coisa...

Que não tem nada de mal com o meu levantamento e que eles estão com delay no departamento financeiro e que tenho de esperar mais...

Uma situaçao que começa a ficar impossivel...

Dear Cavadas,

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

Hi Kristina....

Yes, my kyc was successfully verified, as I have already successfully carried out previous withdrawals...

Now the latter is taking a long time to be confirmed

Ola Kristina....

Sim o meu kyc foi verificado com sucesso até porque já fiz levantamentos anteriores com sucesso...

Agora este último está a demorar bastante tempo para ser confirmado

Dear Kristina, Cavadas,

We kindly request that you mark the complaint as resolved because, based on the information at hand, the withdrawal process has been completed.

Dear Cavadas,

Have you received your withdrawal from the casino yet?

Withdrawal was Accepted... But I still don't have it in my bank account

O levantamento foi Aceite... Mas ainda não o tenho na conta bancária

And I asked for proof of transfer and they still haven't given it to me

E pedi o comprovativo de transferência e também ainda não me deram

Hello Kristina, today I got in touch with firspin support and they told me that the transfer had been carried out on the 13th of February, today the 22nd of February still no money has entered my bank account.

Whenever I contact support, they tell me "that I have to wait" and that "the money will be available in my bank account soon".

And 20 days after my withdrawal request, I still don't have any money.

It's been almost 1 month and their conversation is always the same.

Olá kristina, hoje entrei em contacto com o suporte da firspin e disseram-me que a transferência tinha sido realizada no dia 13 de fevereiro, hoje dia 22 de fevereiro ainda não entrou nenhum dinheiro na conta minha conta bancaria.

Sempre que entro em contacto com o suporte, eles me dizem "que tenho que esperar" e que "em breve o dinheiro vai estar disponível na minha conta bancária".

E passado 20 dias do meu pedido de retirada ainda não tenho dinheiro nenhum.

Já se passou quase 1 mês e a conversa deles é sempre a mesma.

Thank you for the updates, Cavadas. I understand your frustration, however, if the withdrawal has been processed from the casino's side, the rest is in the payment provider's hands.

I would recommend that we give it a few more days. If there is no development within 5 days, we will intervene. Thank you for your patience and please, keep us informed in the meantime.

Hi Kristina, it's been 5 days and I still don't have the money in my account

Olá Kristina, já se passaram os 5 dias e ainda não tenho o dinheiro na minha conta

Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Have you tried contacting the casino's support regarding this issue? Have you received any transaction number to trace your withdrawal?

My withdrawal request is marked as processed...

Yes, I already got in touch with support, they tell me that I have to wait, since the date of 10 working days has already been exceeded a long time ago... No, they didn't give me any number to track my withdrawal

O meu pedido de saque esta marcado como processado...

Sim já entrei em contacto com o suporte eles dizem-me que tenho que esperar sendo que a data de 10 dias úteis já foi ultrapassada á muito... Não não me deram nenhum número para rastrear a minha retirada

Thank you very much, Cavadas, for your cooperation. I will now transfer your complaint to my colleague Veronika (Veronika.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Cavadas,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.

Dear Fairspin Casino representative, can you please provide us with updated information about the player's withdrawal? What is the reason for the payment delay?

Hi Veronika thanks for the help...

They told me a few days ago that my withdrawal by bank transfer had failed, and they asked me for another transfer method... In this case, I provided my skrill account to which they still haven't made the transfer...

Olá Veronika obrigado pela ajuda...

Forneceram a alguns dias atrás que a minha retirada por transferência bancária tinha dado erro, e pediram-me outro método de transferência... Neste caso forneci a minha conta skrill no qual ainda não me fizeram a transferência...

Dear Kristina, Cavadas,

Thank you for accorded time and attention, the payment was successfully processed to the payers crypto wallet

We kindly request that you mark the complaint as resolved

Dear Cavadas, could you please confirm if you received your winnings?

Yes I already received the funds thanks for the help

Sim já recebi os fundos obrigado pela ajuda

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 any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru