RESOLVED: VELVET SPIN CASINO

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. 

Hello Danielle Davis,

Thanks for reaching out to us. As per their T&C regarding your issue:

• Players cannot redeem multiple no deposit bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible for withdrawal from a win originating from the second No Deposit Bonus.

• The Player is entitled to only one free chip in between deposits; any winnings resulting from multiple free chips will be void. For example, should a Player redeem two free chips in a row, he/she will not be able to withdraw any winnings generated.

• In the event where a Player uses a promotional offer or coupon that he/she is not entitled to use, any and all winnings generated from that promotion are forfeited.

 Hope this will help you understand the rules when taking bonuses.

Hi there, thanks for that. That's my issue I don't not have 2 active bonuses. 
the operator states my withdrawal was cancelleddue to a bonus WEMISSYOU that was activated on the 20th January. 
there is no bonus listed in my transaction history on that date and they refused to provide me evidence of it. 
they would just cut me off

Could you please send us your Casino username via private message and we will notify Casino rep regarding this issue?

Can do, I'll also send the chat transcripts

Username - sdbq4je9no

dan*********@gmail.com

We have sent all the provided information to Casino Rep and once we get a response we will let you know. Keep an eye on this thread.

Hello Danielle Davis,

Casino Rep got back to us and said that your withdrawal has been denied due to mixing funds. 

You had a Rewards Club Deposit (free bonus) on your playable balance from 1/5/2023 at 11:47. On top of that bonus  you redeemed another free coupon WEMISSYOU30 on 1/20/2023 at 03:13.

Unfortunately your winnings are not valid and your request was denied.

This decision is final and we will close this complaint and make as Resolved.

berks that is not fair that they did that to her. rewards club is added by the system she has no control over when the casino adds that on her account. rewareds money is often added automatically by the system on top of bonuses. there is nothing the player can do to prevent it

Hello Daisy11111,

Thank you for the advice, but this complaint has been closed and resolved few months ago. We can not do anything else regarding this case.

Thank you for understanding.