Fairspin - Crypto withdrawal still in process for days

Hello!

Thank you for opening that topic.

We would like to be straight to the topic of this complaint.
Actual withdrawal of the client of the gaming platform “Fairspin” in process and it is not out of the normal time for completion.
According to the “Terms and Conditions”(with which that member of the gaming platform agrees during the registration) of the gaming platform - withdrawal can take up to 10 days.
We always do all of our best to complete every transaction of every member of the gaming platform as fast as possible but some transactions can take time.
10 days is set as the maximal period of time for withdrawal because different processes can take part in the transaction.

At this moment we are waiting for the result of the security check by our Security Department.
After the successful result of the security check we can continue work with that withdrawal and complete that successfully.
Also we would like to remind that a security check is standard procedure that can be used with transactions of any member of the gaming platform for correct completion of that.

We are sorry that such a subject has become a topic of complaint but as anyone can see there is no point that has been violated by gaming platform.
Gaming platform always cares about every transaction of every member of the “Fairspin”.

Respectfully,
Fairspin!

Dear Fairspin,

Thank you for the reply, I appreciate that you have replyed fast.
While I am aware of your Terms and conditions, I can not wrap my head arround the fact that in 2023 a security check and process of crypto transatcion can take up to 10 days. My profile was verfied (you have my ID and selfie) and funds deposited were from same address to which I am withdrawing, so its hard for me to understand why a security check is needed and if it is needed, how can it take multiple days. Creating your Terms and Conditions does not automaticly mean that they are correct or justefied, but yes you are right, I have agreed to them when signing up. You are probably aware that many other sites do withdrawal within few hours max. I just hope that you will consider your customers complaints and try to improve in future. Another part of my complaint, which you did not answer was, that you are promoted on various websites as NON KYC casino, and even your chat support told me that Fairspin does not enforce KYC but it is recomended, but for withdrawal I had no other option but to do KYC.
In any case as mentioned already, besides the withdrawal time and the falsley advertised NON KYC , I actualy like your site, its easy to navigate, good game selection and the tokens staking option is a great thing. In case you will change your withdrawal time in future I will be more then happy to play on your site.
I will wait for the withdrawal, and inform Ask Gamblers once withdrawal is recived.

Best regards,

Luka

Hello!

We appreciate your attention to this situation.

We are always ready to help you with any situation or question you may have.

To be straight to the point of your last post in this complaint.
Verification of identity - can be part of the withdrawal process. That is why the gaming platform “Fairspin” recommended completing this process before withdrawal. With completed verification of identity you can be sure that you did all steps correctly from your side.
Important to mention that “Terms and Conditions of the gaming platform also include information that verification of identity also can be a requirement for successful withdrawal.

Time of transaction with crypto wallet as a method does not take long - that is true.
Only reason why your transaction takes such time is the additional process that we have mentioned before.
With that fact you have no point to worry and can be sure that your withdrawal will be completed with the full amount of transaction that you have set.

We are really happy to hear that even with such an impression about withdrawal you find out something good for you on the “Fairspin”!
Team of the gaming platform is sure that after finishing this situation you will get only more of a positive experience with us.

Respectfully,
Fairspin!

Dear Fairspin,

Thank you for the reply.

Yesterday on 30.05.23 you have written: "At this moment we are waiting for the result of the security check by our Security Department."
Its strange that it can take this long to get result of a security check. I would also like to u derstand what kimd of security check is being done, what is the process? My account is verefied and you have my crypto XRP address, so what kimd of security check is needed?
You have alsoentiomed that KYC was recomended because it might be needed at withdrawal, but it was not recomended it was required in order to make wihtdrawal. It still does not justify your NON KYC advertising. NON KYC means there is no KYC, it does not mean that sometimes you can request KYC. NON KYC casinos never request KYC, taht are true NON KYC casinos.

Best regards,

Luka

Hello!

Verification of identity can be part of the withdrawal process.
If this process is required for successful completion of a transaction - members of the gaming platform need to complete that process.
But if a transaction does not require such a step then verification of identity is not required.

Security check by the Security Department is a standard process of the gaming platform that can be used with transactions.
This process is used for correct completion of transactions.
According to the confidentiality policy we can not provide you with details of that process at the moment.
As soon as we have the result of this check - your transaction will be complete and we can provide you with more details.

Respectfully,
Fairspin!

Dear Fairspin,

Please explain why was verefication needed for this withdrawal? If for amy withdrawal verification should not be needed it is for a Crypto transaction. One of the benefits of crypto transactions is annonimity. In any case you still did not acknowledge that if a casino promotes itself as NON KYC casino, then there should never be a KYC request, so your advertising is false. I kindly request AskGamblers to mention on their platform that Fairspin is a KYC casino, so that potential players are aware of this.
Regarding the security check, as mentioned there is no reasonable way it can take this long, this feels more and more like an excuse for delaying the withdrawal. Furthermore, you have mentioned yourself that Crypto whitdrawals should be the fastes, but today it is the 6th bussines day since my withdrawal was requested. The more you delay the less chance I will ever play on your site again. Its up to you, you can keep delaying untill 10 bussines days and loose a customer or you can be fair (the word Fair is inthe casino name) and make the withdrawal now.

Brgds,

Luka

Hello!

We are sorry that you have such an impression.
However, all processes and all requirements that take part in your withdrawal and activity on the gaming platform in general - set by “Terms and Conditions” of the gaming platform “Fairspin”(with which you agree during the registration).
There is nothing more than standard processes.
At this moment your transaction is not out of normal period of time for completion.
Process that is used with your withdrawal and requirement for completion of it is set by “Terms and Conditions” of the gaming platform as we have mentioned earlier.

We do all of our best to complete your transaction as soon as possible.
Wait and your winnings will reach you.

Respectfully,
Fairspin!

Hello,

1. Your support chat operator has already few days ago informed that my withdrawal is apporved (I can send screen shot), which should mean that it already went through all the checks, otherwise it would not have been approved, so please dont tell stories about security check and dont have your customers for fools. Furthermore if you would be so security oriented, why dont you make security checks for deposites, my crypto deposit was om my Fairspin account within minutes.

2. Again you are avoid to properly reply on my NON KYC comments.

3. ASK GAMBLERS, I kindly ask you to issue a warning on your platform about Fairspin unethical withdrawal practacies/T&C as well as their NON KYC false advertising. Only by holding online casinos accountable for their bad actions we will make the onlime gambling sector more safe fair for customers.

Brgds,

Luka

Hello!

We ask you to pay attention to the actual information that has been provided to you in this complaint and in private responses to your letter/requests in livechat of the Support Department on the gaming platform.

To respond to your actual requests in this complaint:

1. Your withdrawal is approved - that is correct. Your transaction is in process and that means that there was no specific factor that did not allow us to work with your withdrawal request or cancel that.
2. Response with available information about verification of identity process has been provided.
3. At this moment we have provided you with responses to your requests and as you can see all points of your requests going according to the “Terms and Conditions” of the gaming platform. If you have a different impression - we are sorry about that. But fact still fact - gaming platform do nothing that is out of the “Terms and Conditions” with which you agree during the registration.

Respectfully,
Fairspin!

Dear @LookSee,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Dear Fairspin,

Thank you for the reply.

As you have said my withdrawal was approved, but in previous replyes you were saying it is undergoing security checks. How does this make any sence? If withdrawal is approved, then for what reason you are not making the transfer toy crypto wallet? On all other sites once withdrawal is approved you do not have possibilty to cancell withdrawal request and funds are recived, but on your site there still option to cancell the withdrawal and it does not say "approved". Only reasons for your delaying that I find logic are that you either hope that I will cancell my withdraeal and continue playing, which I definetly will not, or that you do not have enough liquid funds to send them, which I actualy highly doubt, so probably the first stated reason would be the correct one. Your tactics are immorall, you can hide behind your T&C , but it does not make it right. If you would care about your customers you would not have them for fools and you would transfer the withdrawal as soon as it was apporved.

Luka

Hello,

Today on the 7th working day after my withdrawal request I have finaly recived my funds. Very dissapointed in Fairspin crypto withdrawal process. Ask Gamblers should make a warning on their platform that crypto withdrawals are unusualy long.

Luka

Hello!

We are happy to inform anyone who takes part in work with that complaint - the transaction of the client has been completed successfully.

Today we received the results of the successful security check from our Security Department.
According to the result that we received, transactions have no difficulties or incorrect parts.

Withdrawal has been completed successfully and already reach member of the gaming platform.

Gaming platform always care about every transaction of every member of the gaming platform.
We would like to admit one more time that all processes have been completed according to the “Terms and Conditions” of the gaming platform - only standard processes have been used and transaction have not taken longer than the maximum period of time that has been set for it.

Respectfully,
Fairspin!

Complaint is resolved. In any case I am asking AskGamblers to warn players about the long crypto withdrawal time.

Luka

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.