ElegantSpins Casino - Spillerens tilbagetrækning er forsinket på grund af landebegrænsning.

Hello. I am from Russia, since January 17, they have not paid me money, initially they promised to pay within 24 hours. When registering on the site and activating the bonus in the casino chat, they told me several times that it is possible to play and receive payments from Russia, you just need to pass the document check. I successfully passed the document check and put 50 dollars on payment. For several days they brazenly lied to me that I would receive money within a few hours, and then they simply said that they blocked my country. The casino is an ordinary scam. They do not care that when I put money on payment, my country was allowed.

Hello vika554,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with ElegantSpins Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when is your account fully verified?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

I have completely passed verification verification on January 18, I received a letter that I have passed it successfully and can receive payments and play calmly. I have been through verification for 3 days from January 15 to January 18. All these days my applications for payment were canceled. Initially, before the game, I wrote that I am from Russia and asked if I can play with bonuses and receive payments, the casino answered that of course I can and everything is fine. My application from January 17 received the status "confirmed" the support told me that I will receive money in 24 hours maximum. But I have not received anything. Every day they lied that I need to wait 2-4 hours and the money will come. But a few days ago they started saying that now my country is in their block. Then some nonsense about the license. I am just in shock

Hello vika554,

As based on the recommended time frame you should have received your withdrawal today, can you please confirm whether you have received it or it is still pending?

Awaiting your response.

Regards,

Nick

Hello. I haven’t received anything, and my payment is still being processed! The support says that my country is now in the block! I don’t think this is fair; at the time of my registration, my country was allowed and I successfully passed verification, but they don’t care.

Hello. I haven’t received anything, and my payment is still being processed! The support says that my country is now in the block! I don’t think this is fair; at the time of my registration, my country was allowed and I successfully passed verification, but they don’t care.

Here is their answer today. It's just a lie what they write. when I bet on payment, my country was allowed. This is what I wrote about in the screenshot with the successful verification of documents. they just don't want to pay

Hello vika554,

Can you please clarify what country did you chose while registering as Russia is not available there?

Awaiting your response.

Regards,

Nick

When I registered, Russia was accessible and they accepted players very well. And when I placed a payment, Russia was also allowed. It was they who then, when my application for payment stood in processing for almost a week, banned my country so as not to pay! they are simply deceiving you. Even the support told me that everything was fine in Russia, and they successfully accepted my Russian documents! they don't want to pay money.

Thank you vika554 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello vika554,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and based on all the information you have provided and that you passed the KYC when submitting your documents, which were issued by Russian authorities, the current reasoning from the casino team as to why they cannot process your withdrawal does not seem fair. 

While I will reach out to the casino to shed more light on this matter, I must mention that ElegantSpins Casino was not very cooperative in addressing player complaints. There are already quite a few unresolved complaints; therefore, the likelihood of a favourable resolution to your complaint is uncertain. Nonetheless, I will make every effort to engage with them.

We would like to invite ElegantSpins Casino to join the conversation.

Dear ElegantSpins Casino,  

The player has indicated that they registered their account at a time when Russia was not included in the list of restricted countries. They have also supplied their residence information in Russia in their casino account and successfully completed the KYC process by providing their Russian documents. Therefore, your reasoning for withholding the payment does not align with the fair practices we anticipate from casinos. I respectfully urge you to process the player's withdrawal at your earliest convenience.

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.

Dear vika554,

I have tried to contact the casino repeatedly but as expected I 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,

Michal

Casino Guru