Velvet Spin Casino - Гравець не може забрати свій виграш.

So i won a tournament on the 22nd of march and immediately put in for the withdraw request for the full 225.

I then continued to ply with noney i hax deposited earlier in yhe day it was 18 dollars i deposited. I ended up entering another tournament and didn't win anything in it. But the supervisor PAUL is his name.

I finally grt aholdof him onthe 14th of april to ask why my withdraw was delayed? He comes back and telld me that it hasn't and wont be reviewed by the payments team because i never completed the playthrough? I gad no idea there was a playthrough attached to tournament winnings, i didn't know they were allowed to do that?

So anyways i canceled the withdrawal because that is what i was told to do by PAUL. I go and complete the playthrough and resubmitted the withdrawal request.

Then PAUL comes back and tells me that the other two withdrawals that i had pending one was for $410 the other was for 100 both were from tournament winnings that were paid entry tournaments the weekend after the 22nd of march.

The thing is that i know 100% that i had completed the playthrough for the other two but PAUL convinced me otherwise (foolishly i admitt) andnof course i lost those funds.

Then i get ahold of PAUL again on the 8th of may to again ask about the delay on the same 225 withdrawal. And he comes back and try's to tell me the same thing he did on the 14th of april that i haven't completed the playthrough for the 225 again?

This time i refuse to cancel and playthrough it again and resubmit. (I think that is what made him mad ir something). Then he co.es back a little bit later and tells me that my withdraw hasn't been reviewed and it will not be reviewed. This time he says that i used the winnings to enter the orher tournament on The 22nd of march. And that it was a violation to do such.

How can he say that when the withdrawal request was for the entire amount i had won? And then hownwoild that void my winnings? I understand that it could void any winnings after if i had used the funds i had won in the tournament. But that wasn't the case it was my own deposited funds?

Then today i had tried to reach out to the casino manager at least thats what i was told the emails address was for. But it was just PAUL rhat answered again this time he was very rude and told me to cancel the withdraw so he can remove the funds because i will not recieve them? And he didn't say why just that i was already told before?

Hello Mikeydee707,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Velvet Spin 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 if yes, since when exactly? When was the last time you deposited into the casino? Is the wagering requirement anywhere visible within your casino account? When was the last time you spoke to the casino and what was it about?

If possible, please forward your deposit, bonus and betting history to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

hello nick thanks for taking this case.

yes my accountis verifiedand g

has been for over a year now it was verified through inclave.

the last time i depositedwas i. march i wi get you the exactdatesoon their site will.not load my transactionlist right now for some reason?

no the playthroughos not showen the only reason i know there is one is because had a withdrawal declined and thats when they said there is a playthrough. but it doesn'tshow it all it showes is that the money is withdrawal able and they said that i have to come and check with them (the chat representatives) to see what the amont is and they will tell me if im completedthe playthrough?

i mean that in it self is wrong in so.many ways players cant even see the amountthat has to be wagered ? we just have to take their word ? and i know first hand that they will lie right to your face.

and for your last questionthe.last time i spoke tok them was a week ago and that is when the same representativethat lied to me camo.on and said that my withdrawwill not be processedand i can wait for the paymentteam to tell me that or i can cancelthe withdraw and he will remove my winningsbecausei wi t be able to keep them?

sorry for the poor spelling and grammar my screen is broken and i can barley see what is typed

Hello Mikeydee707 and thank you for all the information provided. As it is still a little unclear what may have caused the problem, the complaint will be now forwarded to my colleague Michal who will be assisting you from now on. Additionally, if you have any conversation with the casino saved or any proof which would support your case, please forward it to michal.k@casino.guru.

Wish you best luck resolving it.

Regards,

Nick

Hello Mikeydee707,

I'm Michal and I have taken over your complaint. I have reviewed your case and will try to contact the casino to see if I can help. Just to let you know Velvet Spin Casino has recently ignored us in our attempts to mediate any kind of issue, and it appears that Velvet Spin Casino has closed down completely, at least I was not able to access their webpage, however, I will do my best to try to help you.

We would like to invite Velvet Spin Casino to join the conversation.

Dear Velvet Spin Casino,

Can you please provide information on why the player's withdrawal request will not be reviewed and processed?

here is the proof that i had completed the playthrough their supervisor PAUL is still to this day trying to say i haven't done.

that is everything that i have from this incident

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 Mikeydee707,

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