Velvet Spin Casino - 選手の退会が遅れました。

I have a pending withrawal request since Sep 19 but until now I haven't receive any update regarding my withrawal request.

The casino is responding to my chats and emails but no actual resolution or clear answer as to when should I expect the money to be transferred to my e-wallet account.

I didn't see this casino here so I also just want to post this to see if this casino is reputable or if there's actually other players who already had a successful withdrawal from them. (I figure its because they're one of the casinos who were just established this year)

Still I hope someone else can check in with them cause i do like how simple their platform is and would like to keep playing on their site. But of course, I would like to confirm if they're actually 'legit' base on this first withdrawal trasaction, but sadly its taking forever for them to process my request.

FYI, my account is already fully verified since players cannot submit a withdrawal request on their site if the account is not yet verified.

I also want to commend their support since they're actually very responsive--- but again there's no actual update/resolution that they can provide to me other than "they're still waiting for the other department to process it"

Dear jae32,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.

Best regards,

Kristina

Hi there,

I realize I put the wrong date(month). I meant I submitted my withdrawal request on August 19 --so its been a month now.

Thanks for the reply.

Here's the screenshot of my withdrawal request dated 8/19/2022 which is over a month now. They haven't provide any update until now. Hope you guys can help.

Thank you for your reply, jae32. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Could you 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.

This is my first withdrawal trasaction and I was able to complete all the necessary wager required before I submitted my withdrawal request.

Here are some of the conversations I have with Velvet Spin Customer Support:

Thank you very much jae32 for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

So for the last month I was able to create and account, PLAY, VERIFY my account with your support through email, DEPOSIT money and continously communicate with you guys to follow up about my withdrawal request and now THIS!. All of the sudden its no longer available in my country?!? I guess this should conclude that this casino just don't want to pay their players. This casino should just be blacklisted and tagged as scam.

Dear jae32,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Velvet Spin Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Velvet Spin Casino, could you please state the reason why the player's withdrawal has not yet been paid out and when can she expect the payment?

Could you please explain why the player has received a warning, that the Velvet Spin Casino is not available in his country?

Thank you in advance for providing the information.

Kind regards,

Štefan

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’.

Dear jae32,

I have tried to contact the casino repeatedly but it appears they have stopped responding. There is not much that can be done now without the casino's cooperation. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in 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 wish I could be of more help.

Kind regards,

Stefan