ElegantSpins Casino - Spelarens vinster har konfiskerats.

I won a jackpot of $6000 on "Shake your Mummymaker" on Elegant spins by filling up the hold and spin feature completely. I went to withdraw and the customer service reps all told me it was going to be completed in two hours. Then a few hours later I got on and asked Alex why it was taking so long and he said they said there was a "system glitch" and my winnings weren't real so they took off my over $6500 balance and left me a $100 balance and told me "not to worry that I could win it again." At first they told me the game provider verified that there was a glitch then when I asked for proof of that via a transcript they kept ignoring me and refused to provide it. Then they changed their story and said it was an error on their end. I have screenshots of all conversations, my balance before they stole my winnings and left me with $100, of the actual game when I won the jackpot. I have proof of everything. They even deleted one of the chats I had with them which I kept ll screen shots of They are freaking crooks and WILL NOT PAY YOU IF YOU WIN. DO NOT PLAY HERE. THEY ARE CROOKS WHO WILL NOT PAY IF YOU WIN. They told me not to worry about it because they put $100 back on my account and that "I could win again." What, so you guys can claim a "glitch" again. I have lots more attachments if you guys need them.

Dear Balfano31,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Have you noticed any bugs or errors while playing the game in which you won the jackpot?

Additionally, could you provide a screenshot from your gaming history that shows the jackpot win?

Do you have any videos of the game in which you won the jackpot?

Am I correct in understanding that the casino did not provide you with any proof that a glitch occurred?

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Thank you so very much for trying to help me resolve this issue with these crooks. Here are my replies to all your questions.

Have you noticed any bugs or errors while playing the game in which you won the jackpot? No, there was not a single bug or error that occured while I was playing.

Additionally, could you provide a screenshot from your gaming history that shows the jackpot win? Yes. I have a screenshot of the actual win and screenshots where I was trying to withdraw and how much my balance was and then screenshots of where they removed all my winnings and left me with $100 and told me not to worry that I could, "win again"

Do you have any videos of the game in which you won the jackpot? Unfortunately, I did not do a screen recording while I play, but I will do so in the future. I just never thought anything like this would ever happen.

Am I correct in understanding that the casino did not provide you with any proof that a glitch occurred? You are correct. They refuse to show me any proof of the conversation they allegedly had with the game provider saying that they told them their was a glitch and my jackpot was not real. I also have screenshots of the conversation I had with Alex where he changed his story and said the glitch was on their end when I asked them for proof from the game provider that they said a glitch had occurred. Alex also tried deleting this conversation, but luckily, I had taken a screen shot of all our conversations.

If you have any additional screenshots beyond those already provided when submitting this complaint, please forward them to me at veronika.f@casino.guru. You are welcome to include any other relevant evidence, such as email correspondence or chat transcripts, that could help clarify your case.

Thank you for your cooperation.

Hello,

Sorrry for taking so long to reply, I jist saw your response. I emailed you the rest of the screenshots and pictures that I had of conversations and everything between the chat and I. They have still yet to send me any proof of having had correspondence with Rival Games at all. And they said they would send me transcripts of ther conversations with them almost a week ago. Every time I ask them about it now, they just tell me that they already told me "there was a glitch" therefore I'm not getting my money. But they still will not send me proof of anything. I would be so happy if you are able to get them to do the right thing and pay me because I am so broken up over this. Especially after sending them and losing hundreds of thousands of dollars over the course of only a couple weeks.

Thank you very much, Balfano31, 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. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you so much!

Hello there,

Thank you Balfano31 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask ElegantSpins Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Hello Peter,

They keep telling me that there allegedly was a "glitch" and that my jackpot win wasn't legitimate. They told me last week that they had been in, "constant contact" with Rival Gamming (the creators of the game I was playing) and said that they (Rival) told them (ElegantSpins) that a glitch had accord. I have been asking them for proof that they spoke with rival gamming by sending me screenshots of the conversation transcript they allegedly had with them and every time they tell me I will be receiving it in my email "shortly" it's been almost 2 weeks now that they have been telling me this every day now and I still have not received a single ounce of proof. Furthermore on a chat forum on this website I saw another user saying the exact same thing about elegantspins. That they player won a big win then when they went to cash out elegantapins declined it and confiscated their entire balance as well claiming there was yet another glitch. I truly believe and think it's very obvious that they are simply trying to get out of paying me my $6500 and it's absolutely disgusting behavior. They never once claimed their was a "system glitch" on the hundreds and thousands of dollars I deposited and lost with them. I'm getting in touch with rival gamming myself to see what I can find out from them because this is unbelievable

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.

And then I still don't get a penny of the money they stole from me. Which was just over $6500!

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