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

I had been playing for a couple of months then I won a large amount. I tried to withdraw it and they closed my account. I send lots of emails asking why they said that I needed to verify in writing that I didn’t have a gambling problem to which I did. Then it’s been over 2 weeks of constant emails as no one answers the phone lines and you can’t chat to anyone without being logged in. Really feel I won’t see my money again they keep saying it’s been passed to the team whom deal with reopening my account. Then I get message saying it’s going to take a long time as I’ve asked for only part of my winnings. This is a total lie

AVOID like the plaque

Dear Lee,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you have ever mentioned a gambling problem when communicating with the casino? How long ago was your account blocked and was it successfully verified beforehand?

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible.

Looking forward to hearing from you.

Best regards,

Petronela

Hello

They asked me if I had a gambling problem to which I answered no thinking they could close my account. All documentation has been varied. I have emailed every day since the 07/04/22 which they then say it is being dealt and to be patient.

Today I have received an email saying it is being reviewed by their technical team for reopening. I don’t know if to believe that or not.

I have now received a email saying that I have requested charge back. They say if I didn’t request this they can close my account indefinitely. That have asked if I did ? I haven’t requested this but could have been my bank ?

thanks lee

Thank you, Lee, for your reply. Could you please forward any relevant communication to petronela.k@casino.guru?

Thank you, Lee, for your reply. Could you please advise which payment method you have used to deposit funds into your account? Would you please forward the transaction history of your payment method (bank statement) to petronela.k@casino.guru?

I have done this today

Thank you, Lee, for your email. Could you please advise which transaction is being disputed?

its the withdrawal that is is the issue not any deposits.

Dear Lee,

If you have been accused of a chargeback then it's a deposit, is that correct?

No they are saying a charge back inquiry but I’ve only ask for a withdrawal so don’t understand why they are saying this.

Lee

Thank you very much, Lee, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@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 Lee,

I will assist you with the complaint from now on. I went over the details of the case and will do my best to help you.

Prestige Spin Casino, what makes you think there has been a chargeback made in Lee's account? Could you provide a more detailed explanation of the situation?

Thank you

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’.

Ok well thanks for trying.

all I can do is warn others

Hello Lee,

I had no luck getting in touch with the casino. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in 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 wish I would be of more help.

The casino can reopen this complaint anytime.