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I put in for a withdrawl request on 1/28/25 in the amount of 798.00 and they wernt releasing it they would say it is because the bonus code used has expired . I never used a bonus code or any free spins after Explaining that they said ok I will pass this on to the banking team escalated. Few more days go by nothing deposited somi asked again this went on for weeks then finally they told me that im not vip so the amount cant be done in one request i had to do 2 withdtawl requests so I put the first request in for the 400.00 and after a few times of asking the status of it it finally was deposited into my crypto account. So the remaining balance of 398 I did another withdrawl request and again they wernt depositing it having to explain the whole situation over again to multiple customer serv reps and week went by I talk to rep Anna and she said she was gonna escalate it I told her I've been told that now numerous times she said ok I will cancel the request credit the money back to your casino acct and you can put in for a new request or play on it. So I played on it and that brought my balance up to 1300.00 which then I put in for a withdrawl request that and nothing was being done with it for weeks again and then they credited my casino acct 400 dollars and I said that they owe me 900 more and they told me no that im not getting it and only the 400 because when the 398 was credited back to my acct I was not suppose to play with that money it was for withdrawl only. So any money won I was not getting. Which I was never told that I couldn't use the money that I had canceled wirhdrawl request to play at their casino which was all won in the first place off of the 100 dollar deposit I made to the casino not using any bonus codes free spins or casino chips of any kind. So that is all my money I won by playing slots . And no where in the rules does it state you can't use money that was put in for a withdrawl and canceled to play again and the rep credited the balance of 398 told me it was my choice to play or put in for a new wifhdrawl. It has been a problem with them for time wise and fairness. Can you please help me I've tried everything to work with them. I woukd like to add I have screenshots of all the transaction history and of all the chats as well. It is alot of them so I didnt include them with this but if you woukd like them I can send them in to you. Thank you for your time.

Sincerely,

Paubo1974

Dear Paubo74,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Is it correct that you did not use any bonuses?

Could you please share your bonus history?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Yes I'm kyc verified.

No bonuses were used

And want to clear up they credited the 398 back to my casino acct and I used it to play again at that casino they said I wasn't suppose to play on that only was suppose to withdrawl it so the money thT I won from playing again was 1300 they will not pay me anything over the 398 balance because they said I was not able to use that money. I sent all the screenshots I apologize if not in order if you need anything else let me know I will send you the emails I got also from them and showing I was kyc verified. Again thank you.

So real quick::So they credited the 398 back to my acct which is still sitting in the acct im waiting for the 900 to be credited because that is whT the balance was 1300 when played again.

I'm sorry i.must of missed your question of if i.made any successful withdraws yet.. Yes one withdrawl for the 400.00.

Dear Paubo74, did you play with the $398 that was credited back to your account before you requested a withdrawal, or did you only play with it after you had already requested the withdrawal?

What are the daily withdrawal limits for your account?

I played on it after the withdrawl was canceled and credited back to my account. My account was at zero cuz I has the 398 in for withdrawl request so when the lady canceled the withdrawl request then for the 398 and credited it back to my account she said I can put in for another request or play on it. So that is when I played on it. But the reasoning on why she canceled and credited it back is because they were taking to long again to release the funds into my crypto address so she said request again or play . I played then with that money was not told from anyone that I couldn't I never entered any agreement stating I coukd use my money to play again after a canceled wirhdrawl . And that is when I won more playing again and it brought my balance to 1300 from 398.

Also woukd like to add that when I won the 1300 I put in for a withdrawl request and then thats when they said they woukd not pay me out the 1300 only 398 and only credited the 398 into my casino acct and adept my other 900.00.

I'm not sure what the wirhdrawl limits are...but I know I couldnt do rhe full 798 at once thats why the 400 qirhdrawl request was done first and then the balance of 398 but they were making excuses again and not depositing it into my crypto acct for like a week so then rhe customer service rep who was doing the live chat with me said she was gonna credit it vack to casino acct and to put in for a withdrawl again she woukd escalate it or I could play on it. And I played on it.

Thank you very much, Paubo74, for providing the necessary information. 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 Paubo74 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask ElegantSpins Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

I woukd like the 900.00 dollars deposited back to my account that I won. They only credited back 398.00 because they said I couldn't use the money that was canceled withdrawal request to play again on. But the lady that canceled the withdrawl request told me I coukd either put in for another withdrawal request or play on the money amd I played on it and won which brought my balance up to 1300.00 I put in for a withdrawl request then for that and they said no will only refund the 398 that was in your account first. That is wrong and not fair considering all of the issues I had with them in the first place due to their errors and also because all the money won stemmed from me depositing 100.00 and not using any bonus or free chip or free spins at all. So it is all played money not matched or given to me. I feel if and when I played on the 398.00 and not have won the 1300 then and lost it all they woukd not have given me my money back because I shouldn't of used it to play on as they said.....correct . Also it states nowhere in their rules nor was I told at anytime I coukd not use that money to play on. I've included all the chat transcripts to prove thst as well. And also believe they have no right telling me how I can spend my money that was won fairly anyways. Thank you so much for looking into this for me. I hope they do the right thing and pay what should be paid to keep a fairly ran casino name .

Also Peter your summary is not correct. If you could please look over the account again or if you need me to explain it to you if easier I can also. But the amount im requesting is 900.00 additional funds I won on top of the 398 that was my money owed to me from a prior balance won.

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.

Hello peter I do have some more information id like to share with you that actually pertains to the open complaints right now and then now just taking the 400 back saying I aint getting it because I was only suppose to withdrawl it not play on it . When they already took the other money that I won when I played on it and gave me just the 400 back to my casino acct. And said I cant have the 900 i won because I shouldn't of played with the money in my acct. But now took it again and said I cant have it at all..... that is wrong .. but first when I asked the status on my wirhdrwl request again they first tried the same lie and scam saying oh because the bonus code I used expired so the money cant be withdrawn.....until I told them that I never used a bonus code and more of the current situation and who I was then they took a long time before they responded back to me and then said that they aint giving it back to me ... so they are really doing some fraudulent crap that is totally not fair Nd have no right to do. I do have screenshits and the transcripts of this occurence as well now also .

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