ElegantSpins

I have reached out to thus casino for the past 2 weeks about my withdrawal each time I send my account info to receive my withdrawal its returned to my account and when asking about it its always under verification or processing and now they just dont respond to me at all and have not sent my winnings nor a refund for my play and I was not playing on any bonuses either. Casino: ElegantSpins Case #: 3950

I have been a player at Elegant Spins Casino for almost 2 years and have deposited about close $450 into my account during this time.. On 05/06/2026, I deposited $20.48 USD worth of cryptocurrency, specifically LiteCoin.. I did not add a bonus to my deposit, such as the casino matching the deposit or free spins.. After the LiteCoin was successfully deposited, I began to play "Aztec Clusters".. After about 10-15 of spins, I hit a bonus of 10 free spins.. Whilen in the bonus I reach the max bonus multiplier, and I watched as it kept hitting for example $115, $220, $175.. This kept going until it maxed out at $5,000.. The screen changed and it displayed "GOD-LIKE WIN" with a number amount tallying up to $5000.. I hit the withdrawel tab immediately and proceeded to submit a withdrawel request of $5000 through Bitcoin, copying and pasting my cryptocurrency wallet address.. This Casino's uses Instant Withdrawels to attract players, and that was what I was expecting, I kept checking my crypto wallet every few hours and my transaction history on the Casinos site.. 15 hours later when on the site, I contacted customer support regarding the withdrawel of $5000 and I was told my withdrawel was cancelled for lacking info/wrong data and I was told I needed to submit a picture of my ID, front and back, take a selfie with the front of my ID in hand clearly visible next to my face, and a current utility bill or bank statement.. I quickly got those requested items in order and sent them on 05/07/2026 to their specific support address.. On 05/08/2026 I received a email confirming receipt of the documents and they were currently in review.. I sent a response email right then for a specific timeframe they would take to complete the verification process.. On 05/09/2026, I got a response from their support team stating the verification process would take 24 hours.. During this time, I continued to gamble on this site and I actually lost half the jackpot I won, with my account having a balance close to $2500, By chance I just happen to take a break and waited a day or so before trying to win back some of what I lost.. I specifically opened "TRUE WAYS WILD WEST" hit bonus on this game, then got high multipliers and won around $3000 this time, not a jackpot but a high multiplier bonus.. May 10th goes by, May 11th, May 12th goes by and no email from Elegant Spins regarding the KYC verification.. Finally on 05/13/2026, I contacted customer support through chat, asking them what's going on KYC , I'm then told I will get a response from support in less than 4 hours.. Nothing came until the next day 05/14/2026.. In this email it states "after reviewing my documents they noticed the IP address I was currently using was different than the IP address I used when I created the account.. That I would need to submit another Bank Statement with my new home address and a selfie holding the Bank Statement showing the new home address.. Hmmm kinda awkward since that has nothing to do with identity documents and since home address on my Drivers License and the Bank Statement I originally submitted already had my new home address.. IP addresses change with use of a different cell phone and if you sign into wifi anywhere other than home, obviously a new IP address would be show for every single wifi logged into and Im pretty sure their tech team knows that.. Instead of making a issue of it, I just went ahead as per their request 05/15/2026, submitted the additional verification documents.. So earlier today on 05/17/2026, I received an email from Elegant Spins Support Team and it exactly word for word Dear Valued Player, We hope this message finds you well. We would like to inform you that your account has been reviewed following your recent Jackpot win. As per our terms and conditions, a maximum of 2x the deposit amount is approved for withdrawal in the event of a Jackpot win. Accordingly, your account balance has been adjusted and a remaining balance of $40 has been retained in your account. We appreciate your understanding and continued loyalty to us. Should you have any questions or concerns please do not hesitate to reach out to our support team and we will be happy to assist you. Thank you for being a valued member of our community and we wish you the best of luck on your future games. Warm Regards Elegant Spins Support Team Never in my 43 years alive, have ever been subject to such bs regarding someone hitting a jackpot at a online Casino, in person at a Casino.. Basically they took $4752 off of my account.. Winnings that were earned honestly and legally, while abiding by all this Casinos terms and conditions.. So I was only allowed to make $20 on my the $20 deposited, on any jackpot won.. When I asked them to produce these terms and conditions, they responded by copying and pasting the same email that they sent earlier..And as of today they still have not approved the KYC verification.. Disputed amount: 4752$ Casino: ElegantSpins Case #: 4296

I made a clean deposit and was told I can only cash out 2x my deposit amount which was $24 due to playing a table game yet their terms state and I quote "Winnings from non-slot games are eligible for withdrawal up to a maximum of twice the initial deposit amount" it says nothing about slot winnings and btw I won $8 on the table game Disputed amount: 1357$ Casino: ElegantSpins Case #: 4372

Hello i hope this gets into the corrects hands. This is the email I sent to them and I have sent several similar ones with no response via email and also chat just says same thing. I have a photo somewhere ---------- Forwarded message --------- From: Dallas Blanchard Date: Fri., Mar. 21, 2025, 5:56 p.m. Subject: Entitled wins complaint. Alex your chat Canceled my wins $7169.92 usd wins from a promo code for free $50, which said the prominent email didn't match my account email... ! casino system fault and I will break it down. To: Hello my name is Dallas Blanchard. I am from British Columbia Canada. I'm going to break down every detail if this casino glitches and faults and very poor and unprofessional and horrible customer service I have noticed and experienced. I have read the policy over and over and over and I'm going to show you you casino mistakes. 1) when you go to log into my account I use the username: RewardingHealth once logged in, go to my account details and this is what shows as my username: rewardinghealth On March 14, 2025 I was able to log into my account with username: Rewardinghealth Do you see the mistake here?? I should never have been able to log in with any of the usernames except for the one spelled and lookalike the one inside the account details. before I get into details with the promo code I want to mention I'm going to show the layout how my account details were unfinished and also were incorrect filled by not myself, only from your casino. such as birthdate. I never provided any info but I was able to update through the whole promo code situation with congratulations approval ect.. now let's break down the promo code in details and how I'm not in the wrong and not my fault and why I'm entitled to my $7169.92 usd. on March 14 I received a promo code for a free bonus and it was sent to my email blancharddallas33 @gmail. not anywhere does it say for new player only nor does it say anything about what account it's only to be played from and willingly be able to be redeemed. for example when I receive bonus offeres in my legit reputable casino rewards the bonus has the casino and the username it's only eligible to be redeemed. so your promotion code power50 had no explanation other than this.... * Whether you’re chasing jackpots or just enjoying the thrill of the reels, this is your golden opportunity to shine. Don’t let it pass you by—claim POWER50 today and play like a star! Wagering: 50x D+B| MCO: $50 |Redemption: 1x Lifetime | Eligible Games: Rival Slots Only | Outstanding Bonus Expiry: 24 Hours post redemption now this gets real good and interesting and huge fault to your casino... when I tap on the email it took me to my account elegant spins with email account: belangerdallas1 @gmail.com hmmm. well well. that's not my fault it's not the other email it was sent too. but that's not the problem. I have 2 Gmail's and I have 1 Hotmail account. the Blanch 33 is a advertisement haven. i get emails sent to than email all-day long. but my actually casino accounts I use only belangerdallas1... and than for my winnings I withdrawl into my banking email which is my Hotmail. so it don't matter where the bonus code is sent. except your casino sent and email bonus code offer to an email that don't exist with your casino so how could I have even used the code in the email you sent if I don't have email casino account to match... so not only did I lo into my casino with my username not correctly using the proper spelling. so sign-in shouldn't have been accepted and only a few attempts withering info signing I should have put temporary block until contacted your casino. ok so now I'm redeeming the free bonus code power50 and boom I was approved and congratulations bonus money has been redeemed and added to my account good luck. so I go double check by going to account details and yes the money added but I notice my info is incorrect and I was able to edit it.. thank get an email prompt to my Gmail wanting me to verify my update and that it's all been updated by casino and to proceed. congratulations good luck.. so I go play. I'm pretty smart. I been online gambling for 3-4 years with high end casinos. I've won big amounts and I know how all the wagering bonuses playthroughs ect work. so I knew when I had been winning with luck in that power50 that at any point the casino was going to take my winnings and I would be left with my MCO $50... but no that wasn't the case at all. the casino did not stop my games. did not stop my playthrough. Infact ijeot playing for 15 hours and I won a lot of money. I even lost a lot of money. I spun 1 round and won $3300.00. usd on the one spin. so I decided to check what's going on and it showed in my account I can cash out all my wins. so I go to chat and spoke to Alex. he tells me I have to have a crypto account to withdrawal. I use my husbands crypto account for $200 trial. cause I've never done this crypto withdrawal before. itsseemedto go pending with my bf account. as I'm waiting I go to chat again and he explains that it could take upto 24hours for the transaction to go forth. very vague. I than get a different chat guy. I want to cancel the 200 and withdraw the full amount. he than asks me to send email of where I got the bonus sent to. with the email showing in the screenshot. soi do. he instantly tells me that I was not allowed to use that promo code and that it doesn't match and it's going to be canceled. I said excuse me?? I just won over $1700 and I was able to withdrawl $200 as a trial to make sure it went into my husband crypto unsure if name and info needed to match with casino ect. no one explained. he continued to tell me it should not have been used how dare I use with my casino account that's not matching my email account where I get hundreds of casino advertisement. also not to mention the sites online with bonus codes available ect. he than told me he's going to cancel my winnings. I lost it.i cried and cried and cried. at this moment in my life God was helping me Ina very critical critical horrible time when this win was a miracle This Disputed amount: 7169.72$ Casino: Elegant Spins Case #: 4379

I have been trying to get Elegant Spins Casino to pay me for 2 months and need help.

I have been trying to verify my identity for the past few days and have already sent multiple documents, including my driver's license and vehicle documentation, as requested. Despite sending everything, I keep receiving requests to resubmit the same documentation. Please let me know specifically what the issue is with the documents I provided so we can resolve this and proceed with my withdrawal. Disputed amount: 1850$ Casino: ElegantSpins Case #: 4539