Hi, please help.

I've been a member of fabspins casino also known as Carnival Room Casino for a long time.

I made a withdrawal of 2 X $2500 on the 29th of April after winning on the daily free spins. I checked all the rules and I've done everything correctly.

When I spoke to the customer help line regarding the rules and max amount I could withdrawal for the win I got , I was told that I could only withdrawal $5000.

I was fine with that, and was told that the withdrawal process shouldn't take longer than 17 business days. I knew it'd take a bit longer from the experience of waiting for my last withdrawal of 28 business days.

But now it's way over time.

I've been using live chat and emails to follow up with the withdrawal, but I just keep getting the same results of, were sorry but the payment team are backed up and busy but your payment should be paid soon. All my details are correct and confirmed, and it's using a Bitcoin withdrawal, which I have used before.

I cancelled one of the $2500 withdrawals and have done smaller withdrawals on the 30th of June to see if that's the problem.

Now again those withdrawals are way past the timeframe too.

Please help

Hello Dylan1989,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Fabspin Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Is there any link you can provide which would show the bonus you used with it's terms? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Thank you Dylan1989 for all the information. I will now forward your complaint to my colleague Stefan who will be assisting you from now on.

Wish you best luck resolving it.

Thankyou Nick for your help

Dear Dylan1989,

I am so disappointed to hear your withdrawal hasn't reached you yet. I don't want you to worry at all. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Fabspins Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Fabspins Casino,

Could you please state why the player's withdrawal has not yet been paid out and when can he expect payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hi Stefan, thankyou so much for helping me with this.

I've got an update from the casino that I've attached. They want me to send my banking details to do a wire transfer.

I don't understand why?

I requested a withdrawal to my Bitcoin account so i wouldn't have to wait for a wire transfer, or have to pay any fees. Please let me know what I should do.

Hope to hear from you soon.

Thanks again.

Dear Dylan1989,

The casino asks you to provide them with your banking details to speed up the transaction. It seems you are still waiting for a bitcoin transaction, which should be fast too. Is that right?

Thank you for your response in advance.

Kind regards,

Stefan

Hi Stefan,

Yeah all the withdrawals are for Bitcoin, because I have used it before, and it is supposed to be the fastest way to receive your winnings.

So do I need to send my banking details now instead?

Or are they just trying to delay it further?

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’.

Dear Dylan1989,

Thank you for your answer.

The casino claims that your withdrawal should be escalated if you provide them with your banking details. It is up to you. You can wait for a bitcoin transaction or provide the casino with your banking details.

Kind regards,

Stefan

Ok, so I sent the casino's payment team an email yesterday to try talk to them about the banking details needed, but had no reply.

So now I've sent all the details requested for a wire transfer.

As well as another copy of the Bitcoin address.

So hopefully this works.

I'll let you what happens.

Dear Dylan1989,

I have tried to contact the casino repeatedly but it appears they have stopped responding. There is not much that can be done now without the casino's cooperation. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I wish I could be of more help.

Kind regards,

Stefan