ElegantSpins Casino - Player’s withdrawal has been delayed.

I am reaching out to request assistance with a situation involving my withdrawal request from Elegant Spins. Despite following all the terms and conditions associated with a bonus I used, my withdrawal has been repeatedly rejected, and I believe this has been handled unfairly.

Here’s what happened:

1. I deposited $30 and used the bonus code MEGA200. The terms of this bonus specified a maximum cash-out amount of $250, which is five times my deposit.

2. I played the game Cleopatra Coins and successfully completed the wagering requirements associated with this bonus.

3. I submitted a withdrawal request for the $250, which I understood to be fully compliant with the bonus terms. Your agent confirmed that the wagering requirements had been met, and my withdrawal was approved. Based on this, the agent also informed me that I could use another bonus code.

4. However, I never received the $250. Despite my compliance with all the terms and your agent’s confirmation, my withdrawal was rejected multiple times without clear explanation.

I feel misled by the communication I received from the company’s agent, who confirmed my withdrawal and encouraged me to proceed with a new bonus. The transaction history clearly demonstrates that I fulfilled the requirements, yet I am being denied my rightful winnings.

This situation has caused significant frustration and confusion. I am seeking mediation to ensure that my $250 withdrawal is processed fairly and that this issue is resolved. I also believe clarity on the company’s actions and the misleading guidance I was provided is necessary to prevent similar situations in the future.

Thank you for your assistance in this matter.

Sincerely,

Robert

Dear Player007,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

I am already KYC verified.