Velvet Spin Casino - Player's withdrawal has been delayed.

Velvet spin holding 2500 AUD . I deposited March 1st . took a bonus and hit a few nice spins and made playthrough and was able to with draw 2500 on March 1st. I only played slots and didn't bet more than 5 bucks . So I know I didn't break any rules but the withdrawal still just says pending. I bug chat at least 2 times a day and just get the run around . Saying it's been escalated. It WAS BTC deposit and is a BTC withdrawal and I am fully verified at this casino. So forums are last hope. Ty

Dear ggurwell111,

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

Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Could you please share your recent communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

No successful withdraws from the casino but did get 100 $ with drawal on a free chip from heaps o wins which is in their group. I am fully verified and have made a verification deposit at all the casinos in the group.

I apologize for the late reply,

Could you please share your communication with the casino and a screenshot of your withdrawal request? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Don't have screen shots of chat communication

Thank you very much, ggurwell111, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Velvet Spin Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Thanks for doing what you can

Hi ggurwell111,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done if they reply.

Dear Velvet Spin Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request and when they can expect it to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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.

Hi ggurwell111,

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the 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 can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia

Hi everyone,

We have recently received the following email from the player:

Just wanted to let you know this casino did finally pay me. It took almost 3 months but I got my BTC withdrawal today.

The player also confirmed receiving their funds on our forum: https://casino.guru/forum/casinos/velvet-spin-casino---general-discussion/2#post-111469

Based on the updates, I will change the status of the complaint to a "resolved" one.

Thank you for your cooperation, ggurwell111. Please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia