Bonus not given error

To whom it may concern,

I have been a registered user of the site for many years and recently won a considerable sum in the region of £5,000. At the point of withdrawal, I was then asked to supply additional proofs to validate my identity, which I did. The additional documents included:

1. Bank statement in PDF format showing the past 3 months' transactions
2. Proof of PayPal account ownership
3. A 'selfie' style photo holding my Passport.
4. Copies of the front and bank of the Payment Card used
5. Copies of the front and back of my Drivers Licence

After some back-and-forth, I received confirmation from the security team at Amber Spins that the documents had been received and approved. I have attached the relevant e-mail confirmation for reference.

A number of weeks then passed, without the funds entering my account. Tens, if not hundreds, of phone calls and e-mails later, i finally received additional confirmation from the security team that the withdrawals had been approved and would be processed within 24 hours.

We are another 2 weeks on from that confirmation and im still none the wiser as to where my funds are or when they will be paid.

In addition, the customer service has been shocking. To date:

1. I have been provided incorrect and false information
2. I have been promised several call-backs from a manager (none of which have been fulfilled)
3. I have been promised with 100% confidence that the funds would be released within 24 hours more than once, they have not.
4. I have been told to 'leave it for another 24 hours' almost every time I contact them
5. There is no direct way to initiate contact with the security team other than via e-mail. To which an automated response is received confirming a reply will be received within 72 hours - this has not happened once.

Put simply, I don't know what is going on and am now being told my account is under review and that someone from the security team will be in touch 'in due course,' this is despite all of the validations and confirmations that have already been provided.

I would like to know what is going on, where my money is and what is being done to fulfil the obligation that has been provided by the security team.

Allan

So I joined Amber Spins and made a few deposits and ended up winning £2450.00. I withdrew it in two parts. £420.00 and then £2,050.00.

I submitted the withdrawal on 13/01/23 and then was met with KYC regulations which I had no issues with and sent all required documents. I then went to login to check the status of my withdrawals only to discover my account was blocked. They told me I was temporarily suspended due to being self excluded (not true, but ok), but my withdrawals would be paid.

I received an email on 13.01.23 (attached) confirming that £420.00 was paid to my VISA, and that £2,050.00 would be submitted for processing. It is now 23.01.23 and I have still not received any payment for the £2,050.00 withdrawal.

I have emailed them five times without a single response back.

1) 16th

2) 18th

3) 19th

4) 21st

5) 22nd

I attempted to call their customer service number but they were completely unhelpful and just fobbed me off to say it is not something they could update me on via phone and I’d have to email (which I had already explained have done many times without a response).

I have submitted an official complaint via email to them directly too, although I doubt they will care or respond either.

If they had just told me there was a delay I would be fine but there has been zero response, so I can only assume they have decided to steal my withdrawal money.