FECHADO: [devido à falta de resposta do cassino]: Giros elegantes - Nenhum problema de pagamento

I believe this casino is quite new. I recently created an account with Elegant Spins Online recently, made several deposits, and attempted a withdrawal However, they canceled my request, citing I have duplicate accounts. This is incorrect. After discussing this with my girlfriend, who is the one who referred me to the casino, we do not live under the same house hold nor are we married so our accounts should not tie in although we may play around each other online at times, which should not interfere should it? Anyway I however  did learn that she wanted to help me get started  after bragging all about them and previously created an account for me as I’m not typically tech savvy. However, I was unaware of this at the time. & That account was never used—no deposits, free play, or activity occurred, and I don’t even know the login details that were used. I have only ever used the account I personally created with the casino just a few days ago myself. When I initially inquired about my withdrawal, their support team responded (Annie) and She told me to leave $160 in my balance and I could request the remaining to be withdrawn. but did not mention any issues regarding multiple accounts or any issues at all during that time. Had they informed me earlier, this could have been resolved before my withdrawal request had been issued, preventing unnecessary complications. What’s confusing is that despite denying my withdrawal, they have not banned or restricted my account. If they truly believed I violated their policies, wouldn’t they close my account entirely? Instead, they left my deposit in my balance rather than refunding it. If I continue playing, wouldn’t they just deny any future withdrawals again? If not, why deny this one? At the very least, if they refuse to honor any winnings, shouldn’t they refund the deposits I’ve made? Otherwise, I’ve essentially paid for a service that they are refusing to provide. Or accommodate me for. I’ve already reached out via email to Elegant Spins Online at support@elegantspins.com but still waiting for a response. I can’t help but to feel This is unfair and targeted towards me to just not have to payout my $2600.00 I won. I don’t believe I had done any wrong doing, and hope it will be corrected. After the casino finds my complaint they will probably then decide to revoke my profile considering what I explained in this thread. We will see. It’s active at this time.

Quantia disputada : 2600$

Casino: Elegant spins

Caso #: 3093

Dear Rob Ellis,

Welcome to our forum! 

Thank you for bringing this to our attention.

Please note that, according to their T&C:

Only one account is allowed per player, per household, and per I.P. address. If it's detected that the same player is using multiple accounts, stringent and disciplinary action will be initiated by the casino, blocking the necessary accounts and any unfair winning amounts will be forfeited accordingly.

Given that, the casino may have flagged this as a duplicate account, even if that first account was never used.

Have you explained the full situation to the casino and shared these details with their support team? If so, we’d appreciate it if you could let us know what response you received from them.

Also, could you please let us know if your account has been verified? These types of issues are usually discovered during the KYC process.

Please note that we've received multiple complaints related to Elegant Spins, but unfortunately, the casino has not been actively involved in resolving them.

However, we will forward your complaint to the casino and request further information in order to assist you. Hopefully, they will respond this time.

Hello thank you for responding,

I understand that one account per person is policy but isn't the reason to not have multiple accounts is so people don't bonus abuse or potentially use a additional account to there advantage or benefit ?  With my case, not only was I unaware of what the login information was to be able to use the account ever at all but  I have never have logged into it not once so it's just an mistaken lost account that never has been utilized floating around in the system innocently with zero activity made. So as I understand only one account per person is the point I find it hard to be denied for this reason when really only one account has ever been used with my name. so there just using the excuse/ reason to have to not pay me bc if they were ethical and cared about customer service or having loyal members they would look at the root of the problem and understand I didn't deserve to be denied. If I was aware of the account in advance I would have asked for them to delete the profile , to which could have probably prevented the hole thing.

I have reached out to support at other casinos when I had a old account from 8 years prior I forgot about and I would request them to cancel it, jWith no issues. I know the rules I wouldn't knowingly use two accounts with my name that's not very smart lol And they would have probably canceled it for me if I asked  but I was unaware if it so I couldn't. I don't  know why they didn't tell me when I reached out in chat about the withdrawal. Instead she was like ya you're good to withdrawal xxxx amount??
 

. No my account nor my girlfriends account nor any accounts have been verified and no kyc process has been initiated ever. Would it of helped my situation more if I was verified first? Or should I do it now?
Why do you think there not blocking or restricting my account and leaving open and active? With my deposit balance on it?

I explained the full situation to the support team in chat and they gave me the email address to their support and told me reach out to them. I still am waiting for a response after sending them a explanation of my situation. I will update when I do or if I do receive anything.

Dear Rob Ellis,

We still haven’t received any response from the casino regarding your complaint. We’ve sent another reminder in the hope that this time we’ll get some feedback from them so we can further assist you. Any updates on your side?

Thank you for your patience.

Dear Rob Ellis,

We received no response from the casino despite numerous attempts to find out more about your case. We will have to close this case #3093 due to the casino's unresponsiveness.

If they respond at any time, we will reopen the thread.

Thanks for your understanding.