Velvet Spin Casino - Player’s withdrawals have been discontinued.

I won a jackpot amount of $25000 no bonus money or free spins attached in Jan this year. I withdrew $5000 which I could only withdraw $2,500 once per week and the two deposits went through about 10 days after the withdrawals were made.

I have 6 x $2,500 withdrawals still pending from 19/01/23 and they have not processed. I have been on their support chat and I only get told to wait and that they have escalated my query to the payment team and also ask me to email them. I have emailed their payment department so many times and I get no response. All of my documents are verified and there is nothing from my end stopping the payments.

I just get brushed off all the time and they have no complaints process or contact number so I can speak to their payment department or a higher authority. I have been told they are behind with their payments but I have been told this for nearly 7 months now. They keep reassuring me I will get my money but I am still waiting! Their terms and conditions state 7-10 days to have your withdrawals approved . I am so frustrated as I won and it should be an exciting time for me but all they have done is made me stressed. I just want to be paid what’s rightfully mine.

Dear Sarah636,

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. Could you please advise if the entire amount of €25,000 has been approved by the casino and subsequently split into several installments? Do I understand correctly that €10,000 has been received already and €15,000 is the remaining disputed amount?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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 they approved $5.000 which they paid out to me out of my $25,000 winnings but the remaining 15,000 is still waiting to be approved in $2,500 withdrawal lots.

Could you please forward the exact URL for the casino website? Is it an independent casino website or a VIP room of some other online casino, please?

The url is https://www.arcticwins.com/landing/entry-promo/

Is it an independent casino website or a VIP room of some other online casino, please?

I am not sure it may be a VIP room but I cannot say for sure can you find out?

Their payments department email is payments@articwins.com

i have emailed them numerous times with no response

Hi do you have any update?

Regrettably, the online casino you mentioned is not present in our database, and when attempting to access the website, only the landing page loads without providing any additional information about the casino, its terms and conditions, or contact details. Unfortunately, we lack the means to reach out to this gambling establishment, which hinders our ability to assist you further. It would be beneficial if you could recall how you initially discovered this website. Did you receive an invitation or perhaps a referral link?

Hi I just went back through my emails and I was invited by Velvet Spin Casino’s room Arctic Wins that is how I got to join.

Could you please forward the invitation email to petronela.k@casino.guru? Thank you very much.

Screenshot from the player:

Thank you very much, Sarah636, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. 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.

Hello there,

Thank you Sarah636 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Velvet Spin Casino for their help in resolving this complaint. We would like to know why are these withdrawals taking as long as they are and if we can do anything to help make it quicker.

Thank you!

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.

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,

Peter