ElegantSpins Casino - プレイヤーの撤退が許可なくキャンセルされました。

My withdrawal request will be canceled without permission. And the message "Withdrawl cancelled for lacking/wrong data" remains in the history, but the support does not tell me what it means. They give a cryptic explanation that it is "for verification".

Is it possible for the casino to cancel without permission and verify the contents of the withdrawal request?

You probably won't be able to withdraw money from a place that cheats this casino, but I'll make a complaint. Please cooperate.

If you don't hurry down the rating of this casino, there will be other victims.

Hello mmgg33441,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with ElegantSpins Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that according to your description, you simply has to finish the verification process in the casino which may take up to 14 days.

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

12/17 first withdrawal application

12/17 first cancel

※But it can't be helped. The KYC was not over. However, the message at this time was also "Withdrawl cancelled for lacking/wrong data". From now on, the cancellation message is always this.

12/18 kyc compelled(received email)

When I ask chat support, I am told the same thing every time. "Your application has been verified by the finance team, just wait for them to email you." But then it was canceled. And when I ask in the chat again, I am told the same thing.

24/12/2024 11:40:08WithdrawalDebit2,150.000.9424/12/2024 06:51:55Withdrawl cancelled for lacking/wrong dataCredit1,900.002,150.9423/12/2024 23:03:21WithdrawalDebit1,900.00250.9423/12/2024 15:37:41Withdrawl cancelled for lacking/wrong dataCredit1,900.002,150.9422/12/2024 23:09:36WithdrawalDebit1,900.00250.9422/12/2024 13:53:04Withdrawl cancelled for lacking/wrong dataCredit1,900.002,150.9421/12/2024 03:04:26WithdrawalDebit1,900.00250.9420/12/2024 23:38:47Withdrawl cancelled for lacking/wrong dataCredit1,950.002,150.9418/12/2024 20:42:38WithdrawalDebit1,950.00200.9418/12/2024 16:59:59Withdrawl cancelled for lacking/wrong dataCredit1,950.002,150.94

Hello mmgg33441,

Would it be possible to forward a screenshot of your withdrawal tab from the casino along with the communication between you and them to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

I am convinced that to give time to scam casinos is to give profits to scam casinos. Your actions are the same as what this casino does. They try to get players to give up by taking their time. Well, what I'm worried about now is whether you guys are still getting any benefit from the casino? I've asked this question a few times. But no one denies it. You're protecting your customers because you're profiting from the casino, aren't you? Otherwise, you don't have to spend this time.

And the site has too few screenshots to attach to it. I will send it to you by e-mail

Thank you mmgg33441 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, mmgg33441,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear ElegantSpins Casino team,

Could you please explain the player's situation in more detail? What is he supposed to do to withdraw his disputed winnings?

Can you provide him with clear instructions on how to withdraw his funds?

Thank you.

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 mmgg33441,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime by contacting me via email.

Best regards,

Branislav, Casino.Guru