ElegantSpins Casino - Player’s winnings have been confiscated.

I won a jackpot of $6000 on "Shake your Mummymaker" on Elegant spins by filling up the hold and spin feature completely. I went to withdraw and the customer service reps all told me it was going to be completed in two hours. Then a few hours later I got on and asked Alex why it was taking so long and he said they said there was a "system glitch" and my winnings weren't real so they took off my over $6500 balance and left me a $100 balance and told me "not to worry that I could win it again." At first they told me the game provider verified that there was a glitch then when I asked for proof of that via a transcript they kept ignoring me and refused to provide it. Then they changed their story and said it was an error on their end. I have screenshots of all conversations, my balance before they stole my winnings and left me with $100, of the actual game when I won the jackpot. I have proof of everything. They even deleted one of the chats I had with them which I kept ll screen shots of They are freaking crooks and WILL NOT PAY YOU IF YOU WIN. DO NOT PLAY HERE. THEY ARE CROOKS WHO WILL NOT PAY IF YOU WIN. They told me not to worry about it because they put $100 back on my account and that "I could win again." What, so you guys can claim a "glitch" again. I have lots more attachments if you guys need them.

Dear Balfano31,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Have you noticed any bugs or errors while playing the game in which you won the jackpot?

Additionally, could you provide a screenshot from your gaming history that shows the jackpot win?

Do you have any videos of the game in which you won the jackpot?

Am I correct in understanding that the casino did not provide you with any proof that a glitch occurred?

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

Thank you so very much for trying to help me resolve this issue with these crooks. Here are my replies to all your questions.

Have you noticed any bugs or errors while playing the game in which you won the jackpot? No, there was not a single bug or error that occured while I was playing.

Additionally, could you provide a screenshot from your gaming history that shows the jackpot win? Yes. I have a screenshot of the actual win and screenshots where I was trying to withdraw and how much my balance was and then screenshots of where they removed all my winnings and left me with $100 and told me not to worry that I could, "win again"

Do you have any videos of the game in which you won the jackpot? Unfortunately, I did not do a screen recording while I play, but I will do so in the future. I just never thought anything like this would ever happen.

Am I correct in understanding that the casino did not provide you with any proof that a glitch occurred? You are correct. They refuse to show me any proof of the conversation they allegedly had with the game provider saying that they told them their was a glitch and my jackpot was not real. I also have screenshots of the conversation I had with Alex where he changed his story and said the glitch was on their end when I asked them for proof from the game provider that they said a glitch had occurred. Alex also tried deleting this conversation, but luckily, I had taken a screen shot of all our conversations.