ElegantSpins Casino - プレイヤーが賞金を受け取れずにいます。

I've been given different reasons why my withdrawal is delayed. To keep me from writing an essay. I've been given the runaround. Customer support will not be respond anymore. They responded promptly until I made a deposit. I might have received 1 response since I deposited. I've been told 2-4 hours the money will be in my account numerous times. I've had employees promise they would have it resolved. Up until I made a deposit it was a great casino and I left a 5 star review on Trustpilot. They put up a good front but are shady behind the scenes. Quick breakdown

$ amount is approximate

Bonus redeemed

$1600 winnings ($50 max withdrawl)

KYC complete

Withdrawal request for $1600

Deposit made (account balance $99 from winning off my deposit)

Withdrawal request denied (was told I had multiple accounts with the same email which if you use your email to log in how could I have multiple accounts. I never received an answer on how I had multiple accounts even after I inquire multiple times.)

Alleged duplicate accounts deleted and was informed to resubmit withdrawal request

On no action on my part bonus funds and my clean deposit balance are combined

I've sent emails explaining and asking. I have not received anv response

Dear david81674,

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.

Dear david81674,

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.

Dear david81674,

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.