I made two deposits of 20 euros each. However, neither of them reflected in my casino balance, but both were deducted from my bank account.

Fiz dois depósitos de 20 euros cada um, no entanto nenhum deles entrou no saldo do casino, mas ambos saíram da minha conta bancária.

Dear Davidfireal,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello!

We would like to take part in this complaint to prevent any type of misunderstanding.

Member of the gaming platform informed us about that situation and provided us with required data.

Our Team is already working with that transaction to fix it.

The process of fixing can take time but we can assure all part of this complaint that  we really care about it.

We understand that transactions are a big part of the experience for every member with our gaming platform and always care about every deposit/withdrawal. 

Our Team is sure that this situation can be fixed soon.

In case of any clarifications or additional questions - we are always ready to cooperate! 

Respectfully,

Fairspin 

Thank you for your assistance, but the problem still hasn't been solved.

Obrigado pele assistência, entretanto ainda n?o está resolvido o problema.

It's been 7 days since I made my deposits. I really need your help because I don't know how to proceed in this situation.

Já passaram 7 dias desde que fiz os meus depósitos. Pe?o encarecidamente pela vossa ajuda pois n?o sei como proceder nesta situa??o.

Dear Davidfireal, could you clarify if you have tried contacting your payment provider regarding this issue?

Hello! 

We are happy to inform all parties of this complaint that the transaction which became the subject of this situation has already been fixed.

Funds of the deposit reached the active balance of the Davidfireal and have been used. 

Our Team understands that transactions are a big part of experience for every member of the platform and we always care about every deposit/withdrawal. 

Respectfully,

Fairspin

Dear Fairspin Casino, thank you for the information provided.

Dear Davidfireal, can you confirm that the issue is now resolved?

Hello.

I have to inform you that only one of the transactions has been successfully completed, and another of the same value, in this case 20 euros, is still unresolved.

Best regards

David G.

Boas.

Devo informar que apenas uma das transa??es foi completa com sucesso, sendo que outra do mesmo valor, neste caso 20 euros ainda se encontra por resolver.

Com os melhores cumprimentos

David G.

I would like to remind you again that my case has still not been resolved. I would urge you to help me in this case, as I feel that the platform in question is not giving me due consideration.

Best regards

David G.

Venho aqui novamente relembrar que o meu caso ainda n?o foi resolvido. Pe?o encarecidamente que me ajudem neste caso pois sinto que n?o está a ser dada a devida importancia por parte da plataforma em quest?o.

Com os melhores cumprimentos

David G.

Hello, Davidfireal!

Thank you for following up with us.

Situations like this can sometimes happen due to the nature of payment processing, but rest assured, we are always here to help and resolve such cases as quickly as possible.

To continue with the investigation and finalize the issue, we require additional information, as mentioned in the emails we sent to you earlier.

Please review those emails and provide the requested details.

This will allow us to complete the verification process and address the issue promptly.

We appreciate your cooperation and are ready to assist as soon as we receive the necessary information.

Best regards,

Fairspin Team

I can only express my deepest sympathy for fairspin's lack of professionalism and seriousness.

I've done everything I can to get the problem resolved, but there's always a PDF or some other document missing.

I'd also like to make it clear that I've lost 20 euros on the whole thing, as only one of the two transactions was successfully completed.

Thank you CASINOGURU for your support, at the moment I will not provide any more documents to fairspin, as I believe they have everything they need to correct the problem.

Best regards

David G.

N?o posso deixar de expressar o meu mais profundo sentimento de pena pela falta de profissionalismo e seriedade da fairspin.

Fiz tudo para que o problema fosse resolvido mas falta sempre um PDF, ou um documento qualquer.

Queria também deixar bem claro que fiquei a perder 20 euros com tudo isto, pois apenas uma das duas transa??es foi concluída com sucesso.

Obrigado ao CASINOGURU pelo apoio prestado, neste momento n?o vou fornecer mais nenhum documento á fairspin, pois considero que têm em seu poder tudo o que precisam para corrigir o problema.

Com os melhores cumprimentos

David G.

Thank you very much, Davidfireal, for providing the necessary information. I will now transfer your complaint to my colleague Katarina ([email protected]) 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 Davidfireal, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Dear Fairspin Casino, I would like to inquire if you have received the necessary documents. Additionally, please let me know if there is anything further you require.

Looking forward to your reply.

Dear Katarina,

Thank you for your inquiry regarding the clarification of the transaction in question.

To proceed with resolving this matter, we have requested specific proof of the transaction in question.

Unfortunately, we have not yet received the required details or documentation from Davidfireal.

We kindly asked for all the necessary information via email to complete the verification process and promptly address the issue.

We appreciate your cooperation and assure you that we are ready to assist further as soon as we receive the required documentation.

Best regards,

Fairspin

Fairspin the problem is on your side and I'm the one who has to provide the information, not only have I already provided it but I don't have to.

Please don't play games with me, I don't even care about the money anymore but at least admit your mistake and be more professional.

The complaint will continue until I have a shred of life left in me.

For 20 euros it's shameful.

Thanks again to CASINOGURU for giving me a voice on your platform.

Best regards

David Gon?alves

Fairspin o problema é do vosso lado e eu é que tenho fornecer as informa??es, n?o só já forneci como n?o tenho de o fazer.

Por favor n?o brinque comigo, eu já nem quero saber do dinheiro mas ao menos admitam o erro e sejam mais profissionais.

A queixa vai continuar até eu ter uma réstia de vida em mim.

Por causa de 20 euros é vergonhoso.

Mais uma vez obrigado ao CASINOGURU por me dar voz na sua plataforma.

Com os melhores cumprimentos

David Gon?alves

Dear Fairspin Casino,

thank you for the update.

Dear Davidfireal, 

I understand that compiling all the necessary documents may appear to be a burdensome task; however, it is essential to emphasize that without your cooperation, we will be unable to progress with this complaint effectively. The collaboration from both the casino and the players is pivotal in resolving these cases. Therefore, I kindly request that you provide the documents requested by the casino at your earliest convenience.

Once again I would like to thank the people of CASINOGURU for their help.

I'm going to provide the information to fairspin again, yes I said again, because it's a request made by you, hoping that it's the last time we talk here, because it would be a sign of a good resolution, which I personally don't believe anymore.

In any case, if that's the case, I'll be sure to let you know and update the complaint.

Best regards

David G********

Mais uma vez agrade?o ao pessoal do CASINOGURU pela vossa ajuda.

Vou voltar a fornecer a informa??o á fairspin, sim eu disse voltar, por ser um pedido feito por vocês, esperando que seja a última vez que falamos aqui, pois seria sinal de uma boa resolu??o, que eu pessoalmente já nem acredito.

De qualquer forma se for esse o caso fa?o quest?o de vos informar e de atualizar a reclama??o.

Com os melhores cumprimentos

David G********

Dear Davidfireal, 

thanks for the update.

Dear Fairspin Casino,

have you received the required documents, please?

Dear Katarina,

We really appreciate your attention to this situation!

At the moment there were no new contacts from the member of the gaming platform and we are still waiting for required details to continue working with that situation. 

We are still waiting for a response to our last request. 

Dear Davidfireal,

If you require a reminder from us with clarifications of details that we need - just contact us through email and we will be happy to assist you. 

Dear Fairspin Casino,

thanks for the update.

Dear Davidfireal, 

please let us know, once you forward the required paperwork to casino.

Dear Davidfireal,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.