I deposited 250 no bonus clean deposit . Played for hours many games (slots only) when I completed the gaming session I had 8 k. I cashed out 2k per their terms. 2000 withdrawal max. My winnings were confiscated as per their terms you can only cash out 2x your deposit when playing table games. They listed "Jack Frost" by Rival as a table game and confiscated my 6k. Paid me the 2k they state that was prior to me playing a "table game". Jack Frost is not a table game. After much back and forth they agreed that is was a glitch in their side. ( I had no winnings from the small amount of time I played that game. It was losing so I closed it and moved onto a different slot) They have to returned my 6k. Continue to tell me they are waiting to hear back from their "provider" . These were legitimate winnings, erroneously confiscated. They have not corrected this or returned my funds.

Dear Mesh,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re facing. To help clarify your situation, I’d like to ask a few questions:

• Have you played any table games with your deposit? Could you kindly specify all the games you played?
• Could you provide a screenshot of your bonus history to confirm that you have not played with a bonus? Please note that the rule regarding the withdrawal cap on table games is found in the bonus terms and conditions.
• Please forward me any communication you’ve had with the casino's customer support regarding the confiscation of your winnings. You can send these details to [email protected], or alternatively, post the screenshots here.

I hope we will be able to help you resolve this issue as soon as possible. Looking forward to your reply.

Best regards,

Veronika

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.

I will do my best, but their chat feature that sends you the chat history does NOT send me the chats. How convenient.

I did not play a single table game. Winnings were at one point up to 20k and played down. 10k was won on April Fury and the table of Scarbs, 3k on Rockstar, 4K on Tigers Luck. Also played Tycoons Billionaire Bucks won the 1709 major, and many others. The only game they are stating that caused the void was Jack Frost by Rival which is Not a table game. Per their terms you may cash out 2x your deposit on table games. I did not play a single table game. I have attached screen shots best I can. I have also attached where they paid out the 2k, but there is nothing in my history showing the removal of the remaining balance of 6k. I have also attached my deposits showing no bonus. I hope this is enough. Again, the game they claim voids my winnings is Jack Frost by Rival and it is not a table game, and they confirmed that it was an error, but have done nothing else. Stated this is the first time this has happened and we need to hear "From the provider" I have requested a full copy of my chats. But I have never once heard from "The Team" since this has happened, and dont have much faith they will honor my documents request.

I would like to add that today I was informed by Harry in chat that they are awaiting the processor to reverse the confiscated funds. The timeframe I was given was "Soon" I will continue to update and attach the screencap of the conversation. I have not received anything yet and still view my complaint as open and valid.

Thank you for the screenshots. Have you received the reversed transaction by any chance?

No they have not, and yesterday in chat Harry changed his tune and said "We’re waiting for the tech team" which is very different than we requested a reversal. I questioned this, but got no place and was once again left hanging and told to wait, I’d hear "soon"

Today I was able to speak with a manager on chat after "making an appointment" lol. He was nice, and stated to give them another 1-2 days and to reach back out on Friday. I will update again after I speak with him on Friday.

They are crazy. They wanted me to deposit 1000.00 and then they would add 2000k to my balance and I can immediately cash out 2k, but would have to play through 1x the 1k and the offered to do this 2x. It was crazy and I declined then settled on 500 and withdrawal 1000. During this process the INADVERTENTLY showed their hand because THEY Messed UP AND RESTORED MY BALANCE THEY CONFISCATED THAT THEY CLAIMED THERES NO WAY TO RESTORE ! I’m done trying, it’s all up to you casino guru. I cannot deal with their lies, deceit and blatant scams. They owe me now $4952.74. They did send me the 1k after the reversed my 6k winnning for a 2nd time then they said WE DIDNT DO THAT WE DONT SEE IT? once they realized what they did they quickly removed it. It just added the thousand dollars, but I had already seen it and screen capped it and brought it to their attention but then they denied it happened like I’m insane or something yet it’s on the screen cap and in my transactions. You can’t make this up .

Thank you very much, Mesh, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Mesh,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

Since ElegantSpins Casino hasn’t registered their representative account on our platform yet, they can’t respond directly in this thread. However, I’ve reached out to their representative through another channel regarding your issue and am currently awaiting their response. I’ll keep you updated here as soon as I have any news. 

Thank you for your understanding and patience!

Best Regards,

Kubo

They never respond to anything, but they still have a few days. I’ll truly be shocked if they answer. I’m convinced at this point this is just a bunch of scammers . Maybe we will be surprised. 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.

They responded on Trust pilot that they paid out all my legitimate winnings. This is a blatant lie! As explained above. They did not pay out all my legitimate winnings. They are the worst and then go on a forum and lie! They came up with scheme, then partially paid me, and then lied that it was the full legitimate winnings. And even though I have screen caps lied to me, lied on another sight. You see my full balance. I had to send them 500 they deposited 1k. I had play through MY money which I didn’t win a dime off, and they knew would happen They still owe me, but you’re dealing with liars and thieves. Good luck.

Dear Mesh,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not 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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on 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,

Kubo