Velvet Spin Casino - The player struggles to withdraw his balance.

Won a small but decent amount 3 weeks ago. Went it to check the withdrawal process today.

Transaction list says Manager Approved and the line is green YAY! Nope, just thought I’d join the chat to confirm the bank details only to be told it was actually cancelled and the Manager Approved just meant it was denied.. was told I used 2 bonuses consecutively, however my transaction and bonus list showed nothing of the sort. Operator refused to provide evidence, quit the chat on me twice and would not provide me the complaints process. #velvetspincasino

Hello MissYellow,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Velvet Spin Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Is it possible to forward all deposit, betting and bonus history to nikolas.b@casino.guru please? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

Yes it was verified prior to the withdrawal request.

I’ll gather the required information for you and email it through shortly.

I last spoke with them yesterday, I was wanting to double check the bank details as it said on my account the withdrawal had been approved.

Thank you for assisting

Danielle

Hello MissYellow,

Do I understand it correctly that your issue has been resolved?

I don’t believe it’s been resolved. The casino are saying I used a bonus twice but my transaction record doesn’t have the bonus recorded that they say I used. They won’t provide me the record they have of the bonus.

Hello MissYellow and thank you for the information provided so far. As we will need more information from the casino, I will be forwarding your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear MissYellow,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Velvet Spin Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Velvet Spin Casino,

Could you please state why the player's withdrawal has not yet been paid out and when she can expect the payment? Could you please specify the problem regarding the bonuses?

Thank you in advance for providing the information.

Kind regards,

Stefan

Thank you Casino Guru.

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.

Dear MissYellow,

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,

Stefan