ElegantSpins Casino - Вывод средств игрока задерживается.

I am reaching out to request assistance with a situation involving my withdrawal request from Elegant Spins. Despite following all the terms and conditions associated with a bonus I used, my withdrawal has been repeatedly rejected, and I believe this has been handled unfairly.

Here’s what happened:

1. I deposited $30 and used the bonus code MEGA200. The terms of this bonus specified a maximum cash-out amount of $250, which is five times my deposit.

2. I played the game Cleopatra Coins and successfully completed the wagering requirements associated with this bonus.

3. I submitted a withdrawal request for the $250, which I understood to be fully compliant with the bonus terms. Your agent confirmed that the wagering requirements had been met, and my withdrawal was approved. Based on this, the agent also informed me that I could use another bonus code.

4. However, I never received the $250. Despite my compliance with all the terms and your agent’s confirmation, my withdrawal was rejected multiple times without clear explanation.

I feel misled by the communication I received from the company’s agent, who confirmed my withdrawal and encouraged me to proceed with a new bonus. The transaction history clearly demonstrates that I fulfilled the requirements, yet I am being denied my rightful winnings.

This situation has caused significant frustration and confusion. I am seeking mediation to ensure that my $250 withdrawal is processed fairly and that this issue is resolved. I also believe clarity on the company’s actions and the misleading guidance I was provided is necessary to prevent similar situations in the future.

Thank you for your assistance in this matter.

Sincerely,

Robert

Dear Player007,

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.

I am already KYC verified.

Dear Player007,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Nope I never got my $250

Dear Player007,

Can you please advise if your account is verified and since when exactly?

Additionally, if you claim you deposited $30 - 5x your deposit isn't $250 but $150 - so requesting a higher amount should be the issue too.

Regards,

Nick

i ask them these questions max cash out etc that’s why I thought it was $250 but they never told me to request a smaller amount if they did it would have been an easy fix.

the day I was KYC verified

Dear Player007,

Can you please kindly advise if you did try to cancel your previous withdrawal and request for $150 only since my last post?

If not, please do it as soon as possible and let us know the outcome within the next 14 days (recommended time frame for a withdrawal).

Looking forward to hearing from you.

Regards,

Nick

They wiped away the balance. The same time it happened

Dear Player007,

Thank you very much for all the information provided so far. To clarify the situation with the casino, we will try to get in touch with them.

I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Can I get a little bit more details on why it was transferred to a different representative

Hello Player007,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will answer your question. My colleague Nick was handling your complaint at the "first response stage," where the usual issues can be handled. If the case turns out to be more intricate, like in this case, it is forwarded to a complaint specialist who will conduct a more detailed investigation in collaboration with the casino team.

I will reach out to the casino to gather further information on this issue. We would also like to extend an invitation to ElegantSpins Casino to participate in this discussion.

Dear ElegantSpins Casino,  

I would appreciate your assistance in clarifying the reasons behind the non-disbursement and subsequent voiding of the player's winnings. The player has indicated that they adhered to all bonus rules, and it seemed that their winnings were in the process of being disbursed. I would like to gain a better understanding of what has happened. If there are any details that cannot be disclosed publicly, please feel free to send them to me at michal.k@casino.guru.

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 Player007,

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