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                    Chat ID 598926 at 2023-02-10 11:10:04
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[2023-02-10 11:10:05] [Live Support] Thank you for visiting Live Support! What can we do for you today?
[2023-02-10 11:10:04] [sdbq4je9no] Good morning, I’m wanting to confirm the details of where my withdrawal has been sent to please? Bank Transfer or Bitcoin
[2023-02-10 11:10:17] [Paul] Hi Danielle
[2023-02-10 11:10:35] [sdbq4je9no] Hi 🙂
[2023-02-10 11:10:54] [Paul] Checking it now
[2023-02-10 11:11:05] [sdbq4je9no] Thank you
[2023-02-10 11:12:35] [Paul] Thanks for waiting
[2023-02-10 11:12:39] [Paul] Your request was denied
[2023-02-10 11:12:45] [sdbq4je9no] Why?
[2023-02-10 11:13:18] [Paul] That is due to mixing of funds. The great majority of our bonuses are meant to be played independently. "Mixing funds" is a situation created when a deposit is made while having a balance of more than $5 already in your account which in turn is associated with another bonus that has different wagering or max cash out requirements. Unfortunately, this situation invalidates any winnings received from those funds.
[2023-02-10 11:13:38] [Paul] You have combined two free bonus which is not allowed
[2023-02-10 11:14:15] [Paul] You have received the rewards club and redeemed the WEMISSYOU30 free bonus
[2023-02-10 11:14:34] [sdbq4je9no] No I didn’t. The second one only activated after I’d made the Cashout request. This is ridiculous. Why does my account say Withdrawal Approved?
[2023-02-10 11:16:18] [sdbq4je9no] And why was I not emailed to explain this? I’ve been contacting you guys for 2.5 weeks and no one has raised any issues. A customer service operator even advised that the transaction would be approved and it was just needing to be processed. All operators have said, please be assured your withdrawal will be processed.
[2023-02-10 11:17:27] [Paul] You may check the date and time you have redeemed both and your balance is $40: 1/20/2023 3:13:49 AM
[2023-02-10 11:18:27] [sdbq4je9no] I will check, but why does it say withdrawal approved?
[2023-02-10 11:19:26] [sdbq4je9no] And why has every other advisor confirmed and guaranteed my withdrawal?
[2023-02-10 11:20:18] [sdbq4je9no] I’m trying to attach screenshots of the transaction and messages
[2023-02-10 11:20:44] [Paul] It is actually approved to be denied due to mixing of funds
[2023-02-10 11:20:56] [Paul] I believe you are referring to the information you can see that approve by Manager
[2023-02-10 11:21:13] [Paul] It is approved by Manager for funds to be removed since there's a mixing of funds
[2023-02-10 11:22:28] [Paul] Kindly check the date and time I provide in your transactions
[2023-02-10 11:22:42] [sdbq4je9no] It’s impossible to mix two bonuses… and why have I been told several times, I would be receiving the withdrawal?
[2023-02-10 11:23:33] [Paul] You have mixed as you have redeemed the coupon: WEMISSYOU30 on top of the rewards club bonus
[2023-02-10 11:23:47] [sdbq4je9no] that was after the withdrawal request!,,
[2023-02-10 11:24:04] [Paul] I'm sorry but we don't confirm that withdrawal will be received, it is not for us to decide on it
[2023-02-10 11:24:26] [Paul] Our payouts team review the request. Once there's a withdrawal request then it is always subject for review
[2023-02-10 11:24:28] [sdbq4je9no] I made the withdrawal request on the 25th the we will miss you was sent to me and applied on the 26th
[2023-02-10 11:26:15] [sdbq4je9no] Actually I Apologise. The withdrawal request was 26/01 1:25am The We will miss you coupon was added on the 26/01 1:45am
[2023-02-10 11:26:45] [sdbq4je9no] it was after the final withdrawal request as I was advised to change the withdrawal method
[2023-02-10 11:27:12] [Paul] You are referring to the 2nd redemption of 	WEMISSYOU30
[2023-02-10 11:27:21] [Paul] You actually redeemed it twice
[2023-02-10 11:27:35] [Paul] You received the rewards club on 1/5/2023 11:47:04 AM
[2023-02-10 11:28:25] [Paul] You redeemed the WEMISSYOU30 on 1/20/2023 3:13:49 AM while you still have the rewards club and balance is $10.58,
[2023-02-10 11:29:23] [sdbq4je9no] I’m unable to see those transactions, and the 2nd redemption was still after the withdrawal request
[2023-02-10 11:31:44] [Paul] Your 2nd redemption doesn't have any connection anymore as the 1st you have redeemed it, there's already mixing of funds
[2023-02-10 11:32:33] [Paul] You can go to your game logs
[2023-02-10 11:32:47] [Paul] Check this date and time : 1/20/2023 3:13:49 AM
[2023-02-10 11:32:59] [sdbq4je9no] why am I unable to see that anywhere? And so you’re saying people are unable to make a deposit whilst there are funds in the account?
[2023-02-10 11:33:00] [Paul] You'll see how much you have
[2023-02-10 11:33:18] [sdbq4je9no] I have attempted to look, the system does not show me what the balance was
[2023-02-10 11:33:32] [Paul] We don't encourage a deposit if the funds in the account is from any type of bonus as that will result to mixing of funds
[2023-02-10 11:34:51] [Paul] All of this are under the terms and conditions
[2023-02-10 11:35:00] [Paul] We've put it all there for our players reference
[2023-02-10 11:35:29] [Paul] I already provided you the date and time
[2023-02-10 11:35:35] [Paul] You can check it from your end
[2023-02-10 11:36:31] [sdbq4je9no] This is so wrong! I have read your T&Cs but as I said I am unable to see where this mixing funds occurred.. there is no way I would have doubled up. 
You know I can’t see it from my end.I have tried to see. I can see what balances were left .
[2023-02-10 11:37:01] [Paul] You can go to your game history
[2023-02-10 11:37:06] [Paul] In case you need to check a particular game result, on several games, you will find at the lower right corner the Menu button. Click on it and choose History?. This will display the results of the last 100 games you have played.
[2023-02-10 11:37:18] [Paul] You can go to the date and time I provide where mixing of funds happened
[2023-02-10 11:37:32] [Paul] Then check how much you have when you started on that date and time
[2023-02-10 11:37:56] [Paul] I'm sorry but that information is available from your end. There's nothing we can do about it
[2023-02-10 11:38:02] [Paul] We have rules to follow
[2023-02-10 11:38:12] [Paul] That is clearly stated on the website
[2023-02-10 11:38:51] [sdbq4je9no] No I can’t see it on my end,I’ve told you I have tried to look. 
You guys are such scammers, first it was because I used the we will miss you Bonus. Which was after the Cashout request. Now you’ve changed the reasoning and refuse to provide me evidence of how I have.
[2023-02-10 11:39:10] [Paul] When is the 1st time you have redeemed the 	WEMISSYOU30 coupon?
[2023-02-10 11:39:47] [sdbq4je9no] I followed the rules, you guys are just making stuff up. 
Why wasn’t I advised that the transaction was cancelled? 
Why is it in free and states manager approved? How would anyone know that that means denied?
[2023-02-10 11:40:16] [sdbq4je9no] In green colouri mean
[2023-02-10 11:40:54] [sdbq4je9no] January 26 2023, 01:45am
[2023-02-10 11:40:56] [Paul] How about the 1st redemption of 	WEMISSYOU30?
[2023-02-10 11:41:17] [sdbq4je9no] and that is searching transactions back to the 2022-02-02
[2023-02-10 11:41:28] [sdbq4je9no] thats the date
[2023-02-10 11:42:01] [Paul] When is the 1st time you have redeemed the 	WEMISSYOU30?
[2023-02-10 11:42:26] [sdbq4je9no] the date I just provided you.
[2023-02-10 11:42:31] [sdbq4je9no] January 26 2023, 01:45am
[2023-02-10 11:42:41] [Paul] So you are able to see that but you cannot view the 1/20/2023 3:13:49 AM transaction
[2023-02-10 11:43:09] [Paul] You can actually view the transactions for the last 30 days
[2023-02-10 11:43:42] [sdbq4je9no] There no transaction for that date. I’ve tried to screenshot it to show you
[2023-02-10 11:43:44] [Paul] Anyhow, I'm sorry if you are saying you cannot view it but for sure you can view it as you are able to see the 2nd redemption.
[2023-02-10 11:44:09] [Paul] There's nothing we can do here. Do you have any other concerns ?
[2023-02-10 11:44:41] [sdbq4je9no] Yes, I believe that you’re wrong as you’re listing a transaction that does not exist. Please show me the e Odense?
[2023-02-10 11:45:03] [Paul] I will tell it to you again, 1/5/2023 11:47:04 AM	- rewards club bonus
[2023-02-10 11:45:17] [Paul] 1/20/2023 3:13:49 AM - Wemissyou coupon
[2023-02-10 11:45:24] [Paul] Those are the details
[2023-02-10 11:45:32] [sdbq4je9no] Please show me this on a transaction list?
[2023-02-10 11:45:35] [Paul] Kindly contact us if you have any other concerns
[2023-02-10 11:45:40] [Paul] Thanks so much for playing at Velvet Spin! We really appreciate your loyalty. Have fun, good luck and don't hesitate to come back anytime, we're here for you 24/7!