Velvet Spin Casino - Вывод средств игрока задержан.

On March 18th I made a deposit and happened to have a little luck and hit some good wins. I had over 2000 so I decided to make a withdrawal of 1200. I've been using Bitcoin so I knew that the withdrawal process would be quick, maybe a 2-3 days tops. A week passed and nothing.

On the 29th I decided I better get the rest of my money so I made another request for $500.

I've contacted live support and support @velvetspins email numerous times with the same answer that the casino is having high volumes of withdrawal request and to rest assured that it would be taken care of.

Here it is almost May 1st and they continue to give me reassurance that it will be handled.

What I do t understand is why they continue to take ppls money if they are in fact shut down. That's not very good of them.

Thanks

Lisaluvlee

Dear lisaluvlee,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawals.

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but six weeks is really a long time. Do I understand correctly that payments are still pending inside your account without being processed? Have you accumulated your winnings with or without an active bonus? Have you received any winnings from this casino in the past?

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,

Petronela

Hello Petronela,

Yes I totally agree that the withdrawal process can in fact take several weeks in some cases. Normally, it never stays in the cashier area for long. Mine is still there in limbo, under pending. I expected a small waiting period bc this is my first withdrawal from this particular casino.

As for my winnings, I won them with a deposit bonus yes, I believe with a 30x wagering requirement. Which took me no time to acheive. Not only that but this is the only transaction I've ever made so there is no excuse of back to back free anything. .....

I, too hope this can be resolved. What do we do next? If they are closed..... Then... ?

Thank you!

Lisaluvlee

Thank you very much, lisaluvlee, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future. 

Hello, Lisaluvlee!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

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.

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. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team