ElegantSpins Casino - Игрок еще не получил свой выигрыш.

Casino confiscated winning using multiple reason that make no sense

Dear kelliedcockcroft,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

There’s no balance and my withdrawal is marked as canceled

So they cancelled it and zero my balance out. The last conversation I had with CS he said I played out the funds. I had withdrawn $240 and it was immediately removed from my balance

Dear kelliedcockcroft,

I hope you are doing well.

Could you please confirm how many accounts you have created at this casino and whether you have used bonuses on all of them?

While playing restricted games should not necessarily lead to the confiscation of winnings—since the casino should ensure such games are not accessible—creating multiple accounts is a violation of the casino's rules. This may result in a permanent ban and the confiscation of any remaining balance across all accounts.

Given this, I strongly advise against continuing to play at this casino, as it is highly likely that any future winnings will not be paid out. Please also keep in mind that online casinos generally do not allow more than one account per player.

Should you have any questions or require further clarification, please let me know.

Best regards,

Nick

I wasn’t aware of multiple and I don’t v

believe I have played there before. I worked thru cs last night and was told I was fine that I needed to email them with which email I wanted the account to remain open with

I sent. You the screen shot earlier

Here is the last communication I received from casino

Dear kelliedcockcroft,

Did you e-mail them regarding which account do you want to keep open?

Please note that even if they allow you to keep one account, I would not recommend to play in the casino anymore for the previously stated reason.

Additionally, as they have the right to confiscate your winnings due to having multiple accounts, there isn't much anybody can do to retrieve your balance - it is entirely up to the casino whether they allow you to withdraw or not.

Is there anything else we could assist you with?

Regards,

Nick

Yes I also sent you a copy of that email

Dear Kelliedcockcroft,

I have not received any email from you so far.

However, as explained above, breaching the casino's rules means we have no authority to override their decision regarding the confiscated balance—this remains entirely at their discretion.

Since you have not requested any further assistance from us, we will now proceed with closing the complaint. Please keep in mind that creating multiple accounts at any online casino is strictly prohibited and will always result in the same outcome.

If you need any further clarification, feel free to reach out.

Best regards,

Nick