I was given 75 free spins on a particular game. After wagering onthe same game i requested withdrawal which was cancelled 3 times, each time asking for kyc documents which I provided each time it was requested. Even tho my profile said my verification was successful. After the fourth time it was cancelled I got onto chat and they said it was cancelled and my balance voided because I had played another game. I argued there was nowhere stated only that one game was permitted and requested them show me in the rules of that bonus

They agreed I was correct and that rule was not stated on that bonus but still refused to pay the $50 withdrawal requested and still voided the $300 balance in my account. I have screenshots of the conversation.

Dear Smurfin123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawal from the casino.

To help us understand your situation better, could you please provide answers to the following questions?

• Have you ever had any successful withdrawals with this casino?
• Could you provide more details about the KYC documents that were requested?
• How long have you been a player at this casino, please?

Your cooperation in providing these details will help us investigate and work towards a resolution. We want to ensure that everything is handled fairly and that your concerns are addressed.

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

Thank you in advance for your reply.

Best regards,

Katarina

? no withdrawals

? just the usual selfie with a bill and photo identification. All of which i had previously used to verify my account. They said the IP i was using was different to the IP used when I signed up. I explained it was because I was using a vpn when I requested withdrawal. So I removed vpn and explained AGAIN without vpn but they proceeded to ask me 3 times to send ID and I did each time. Then the 4th time they said I still had $14 to wager (which is bullshit) and so I just logged into the first MASCOT game i found (bonus spins were on a MASCOT game) and wagered a further probably $50 just to be sure. Then they cancelled the withdrawal again citing I'd played a different game.

? I guess it's been roughly 6 months ago i signed up to this scam site, at a rough guess.

Dear Smurfin123,

thank you for your message.

• Am I right to assume that your initial problem with IP address was solved?
• Is your KYC verification now completed?
• Upon commencing gameplay, did you receive any notification or message indicating that the game in question was excluded from bonus eligibility?

Looking forward to your reply.

Katarina

Yeah the IP issue was instantly solved because I turned off the vpn during the live chat.

There was no indication anywhere that playing a different game was against the rules and nothing was said during or after I played the other game. It was only mentioned after the alleged IP issue, subsequent kyc documents, failure to have completed wagering requirements (bullshit) then they came up with the whole "playing another game not being allowed" excuse. It seems to me they had to find an excuse not to pay the withdrawal and when I kept up with their demands they just plucked something out of thin air that I couldn't resolve. They even admitted that it wasn't stated anywhere that playing a different game wasn't allowed!!

Sketchy as they come that mob. Shocking.

Dear Smurfin123,

thank you for your message.

• Could you please send any communication you had with this casino regarding this issue to my email [email protected]? Kindly include emails, live chat transcripts and screenshots.

Looking forward to your reply.

Katarina

All I have are the screenshots I provided here.

Thank you very much, Smurfin123, for your cooperation. I apologize for the delayed response. I was on sick leave and unable to reply. I will now transfer your complaint to my colleague Stefan ([email protected]) who will be at your service. However, I would like to warn you that it seems to be a common practice of ElegantSpins Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Sincerely,

Katarina

Dear Smurfin123,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a ElegantSpins Casino representative to join this conversation and participate in resolving this complaint.

Dear ElegantSpins Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

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,

Stefan, www.kpvfaw.com