Velvet Spin Casino - 決済が遅延しているとのクレームがあります。

Won on 4 separate occasions, was told by casino past timeframe for processing my withdrawal, talked to them several times with no real reason why, other than they are dealing with more than usual payouts??? Can you see if you can help me get paid?

Dear gilbertmorales2980,

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

Dear gilbertmorales2980,

Have you received your withdrawal from the casino yet?

Hello, No, My withdrawal posted on 7/23/23 is just sitting in the withdrawal process pending. Today is day 15 and nothing but excuses. I had 3 other $100 withdrawals that I cashed in, tired of waiting! I will not cash in the $950, can you please help me get my money from this shady casino?? Thanks for helping me and good luck with this casino. Probably won't even reply???

Thank you for your reply, gilbertmorales2980. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I won $100 on a signup bonus, i verified my identity and was paidout. That’s why I played here, thought if I’d won again, I wouldn’t have a problem being paid again?? Guess I was WRONG!!! Checked today, still not even processed!! Please help me!!! Thankyou

Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post here a screenshot of your withdrawal history.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I don't know how to forward that info, but I got an email from them today saying my withdrawal has been sent to withdrawal dept but not yet processed. It still shows in my acct pending, been like that since 7/23/23 without anything done. They at least replied via email today, after I sent 5 emails to them. Please see if you can get me some help.

This is how my withdrawal has been sitting here since 7/23.

As of today, still nothing happening. They say they esculate or shortlist my withdrawal.

Thank you very much, gilbertmorales2980, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you gilbertmorales2980 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Velvet Spin Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Things are looking better, my withdrawl is now approved by manager, have not recieved it yet,

Just got off chat with casino, Now they are saying they are only paying me $100, that’s not correct! I played 3 seperate promos JINGLEBELL, was a no playthrough promo. Had to playthrough my deposite plus promo match, I did on all 3 deposites using promo. I won on each deposite and cashed out, At the end of winning the 3 times I cancelled them and consolidated the 3 to the $950. So 3 seperate wins consolidated, now they only want to pay $100. There was no maxcashout. Please help they are really trying to scam me!

Got an email saying they made a mistake, paying me another $475,that makes it still $400 short. I’ll post the email and transaction.

Well, I got the $475 they said they owed me, so far I’ve got $575 of the $950. Seems like they are seeing if I’ll just go away or keep complaining???

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.

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,

Peter