ElegantSpins Casino - Вилучення гравця відкладено.

I’ve been given the run around since 23 of December that they need to verify my withdrawal. Anytime I go and ask they say I will have an update by the end of the day or within 2-6 hours. they never do I keep getting the same word in the same runaround. They simply will not give me an update. It’s just the same thing over and over. I have furnished every document that they have asked for numerous times.

Dear Jojocasino, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

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, 

Veronika

No I have not. This would me my first time trying since i was a new customer to this casino.

yes I can confirm I’m KYC verified

without bonus. I deposited and played with my deposit.

Thank you for your reply.

Could you please specify what types of games you played? Were they slots or live casino games?

Has the casino customer support contacted you in the meantime? If so, please forward me all the communication that could be relevant to the investigation of your case at veronika.f@casino.guru. Alternatively, you may post screenshots here.

Dear Jojocasino,

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.

Hi. It was slots games and I’m sure the game I won on was a rival gaming slot.

I’ve had no response from them despite my efforts to get them to respond to me.

Also I should add they canceled my withdrawal all together and I no longer have those winnings in my account and no response from them as to where my money went. My balance is zero no answer on why that is and why they canceled my withdrawal. Just nothing.

Could you please clarify if you played any games after your withdrawal request was canceled? Is there a possibility that you unintentionally played through your balance after it was returned to your gaming account? Alternatively, were your winnings confiscated by the casino following the decline of your withdrawal request?

Thank you in advance for your reply.

I have not. I have played no games since the day of my withdrawal.

Thank you very much, Jojocasino, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you

Hello Jojocasino,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.

We would like to invite ElegantSpins Casino to join the conversation.

Dear ElegantSpins Casino, 

We kindly request clarification regarding the unprocessed withdrawal for the player and the subsequent forfeiture of winnings. If there were any rule violations involved that caused these actions, we would appreciate a detailed explanation along with any supporting evidence.

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’ which may negatively affect its rating.

Dear Jojocasino,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the 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 can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru