Prestige Spin Casino - Player’s struggling to withdraw her winnings.

I had been playing at this casino and had won over €6000. When I tried to withdraw I was told there was a technical issue with MasterCard withdrawals which they were trying to fix. I left it a few days and tried again and still the same problem. By this stage I had obviously played again and my balance went down to over €4000. I was constantly contacting chat and they told me to try another method, I really didn't want to as I would have to make two withdrawals. Anyway, I tried perfect money which they advised and this didn't work with. They then told me they had issues with it as well. It went like this for days, I was then told the only option was bitcoin. I have never used this and hadn't a clue what I was doing. It was so complicated. Every time I made a withdrawal request as well my funds just stayed in my account, they didn't lock them in. I have ended up with €1300, currently waiting on being put into the bitcoin account. I have sent my account manager emails and have had no response. I feel something dubious is going on as when I asked again if it affected everyone and was told only some clients. I want them to reimburse the money I lost as they couldn't fulfil my withdrawal. It even states on there t&C's that withdrawals are to go back to original deposit method.

Dear Sarah,

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

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence. If a payment method was available for deposits it doesn’t mean necessarily, that it will be offered for withdrawals too.

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please confirm that your account has been fully verified? If you’ve been advised by the casino to use an alternative payment method to withdraw your winnings, I would strongly recommend following their instructions.

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

Hi, yes my account is fully verified

Hello Sarah,

If you have been advised by the casino to use a Bitcoin e-wallet, I would recommend opening a Bitcoin account. It is fast, safe and you can always convert bitcoin to cash and ultimately move it to a bank account. There is a lot of online articles available, where you can learn how it works and decide if it would be convenient for you (e.g https://www.bitcoin.com/get-started/how-to-get-started-with-bitcoin/)

Please let me know how you decided and we will agree on how to pursue this case. Looking forward to hearing from you.

I have set up a bitcoin account and made a withdrawal to it on 8th March but the money is still not in my account

Have you received any payment confirmation from the casino?

No I haven't. I never even received emails when I made a deposit. The withdrawal in my account just shows as accepted and that's it

Thank you very much, Sarah, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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 SARAH!

From now on, I will try my best to help you with your issue. I would like to ask Prestige Spin Casino's representatives to join this conversation and provide us with an insight on the situation with the withdrawal.

We would like to ask Prestige Spin 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 will have negative impact on the casino's rating.

Thanks for the update Martin, I don't hold out much hope if I'm honest on them responding

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.