All Slots Casino - Player’s withdrawal at All Slots is delayed.

I tried to withdraw funds on the same card which I had deposited. After verification sent and approved and then further delay, All Slots told me they could not send funds to Mastercard and I had to chose another method. I am not registered with any other other methods, but I did try, only then to be told that I had to deposit money before funds could be credited to that method (e.g. Skrill).  I obviously am getting very suspicious and do not want to deposit any more money with this site before I get what I am due from it first. I am talking about a sum of £2,500 - (I have actually deposited more than that with the site).  After numerous emails, finally got through to a complaints dept, who investigated and said they would pay via Swift to my account (further verification supplied to them). Swift confirmation came through - further delay to say on its way. Now I have had notification that swift did not work and I have to try another method........  I have run out of options and have notified Alderney Gamblng Commission, but feel their hands will also be tied. Am convinced that loopholes and extra hurdles with prevent me ever getting the monies I am rightfully owed. This is a terrible site for customer assistance. Is there anything else I can do to get my money back from this site?

Dear Francesca58,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers. It is customary to request an additional minimum deposit through a new payment method as part of the standard procedure to verify the legitimacy of the new payment method.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings?
• Was your account verified successfully in the past?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Yes, account was all verified successfully.

I can understand that casino might not be responsible for how method of withdraw is accepted, but players surely should be advised if their deposit method won't also be able to accept withdrawals - if I had known that prior, I would never have deposited. Nevertheless, yes I have been asked to use another method. However, that method is asking me to deposit more funds before it can accept withdraw - obviously I don't want to give All Slots any more of my money at this time. Also, difficult for me to register with another method - I only have the one bank account. New methods ask me to scan on my phone (I don't have an iphone) to register. All Slots then said they understood and would pay via Swift direct into my bank account. they then said it was not being accepted (find that difficult to believe that a bank account won't accept swift payment) and i have had other payments via swift into that account. There must be a solution to this but All Slots do not appear very helpful and are very slow to respond to correspondence, so its taking forever and now I am back to square one in a circle as they have gone back to saying "use another method" - there are limited options of methods on the site anyway. I just don't know what to do.

Thanks for any advice you can give.

P.S. The same mastercard I used to deposit, and try to withdraw with, I have succesfully withdrawn funds from several other casinos, so I know its not the card.

Hi Francesca58,

I get your frustration, but it's important to acknowledge if the casino insists on an alternative payment method. The new method has to go through verification, and part of that involves making a minimum deposit. I'm confident an iPhone isn't necessary for this process. Have you been informed about the available payment methods? Share that info, and we can assist you in setting it up.

Thank you.

hi, Can I have more time to reply please. I am systematically going through all the payment options to see what I can and can't do. So far, I am getting stuck because they won't accept Mastercard (which is all I have). I will do them all until/if I can get somewhere and get back to you.

Hi Francesca58,

Are you in direct contact with the casino, please? If there's any relevant communication that could help us understand the whole situation, please forward it to petronela.k@casino.guru.

Thank you.

Hi. So, I have now gone through every available option for withdrawal and am unable to register with them as I only have Mastercard (i.e. no VISA) and/or I reside in the Channel Islands and they will not accept a Channel Island bank account. My real issue is that I obviously was unaware that I would not be able to withdraw funds and so I would never have deposited funds (and I cannot believe it is morally correct that a casino site is able to accept funds in one way (i.e. via Mastercard) and not be able to withdraw in the same method - they should have a warning before you deposit).

I feel I am hitting a brick wall with everything, so I am at the point where I will lose £2,680 which is due to me and give up (probably what the site wants me to do, but I cannot see I have any other option).

Just in case you want to know, I have tried: Skrill, Payz, Neteller and Swift - these are all the options availalble to me on the site.

Unless you have a completely new idea, I will close this query and give up. But thank you for trying to help.

Thank you very much, Francesca58, for your reply. I’m afraid we've reached a stage where I’m not able to help you anymore with this case. Unfortunately, casinos from this group refuse to cooperate and comment on any complaints due to strict GDPR regulations.

Therefore, we recommend players contact the casino or reach out to the Licensing Authority directly and use this complaint as a reference.

You can reach the Casino Customer Support here:

10.14 COMPLAINTS AND DISPUTES

Any customer who has any concerns, questions or complaints regarding the Casino or regarding a settlement should contact Customer services via live chat, email. Customers with unresolved complaints may raise a formal complaint within 6 months of the issue occurring.

To ensure Your complaint/concern is dealt with promptly please email the following email address and include the following information:

Your Username/ Account number

First and Last name

Detailed Explanation of complaint/concern

Any other information specific to the complaint/concern including any evidence (If applicable) 

Please send the above information to complaints@playersupportcenter.com

Alternatively, you can file an official complaint using the casino's official ADR eCOGRA through the following link.

I wish we could be of more help, sadly, there’s not much we can do for you in this matter. Please let us know how you wish to proceed and if you need any assistance when filing an official complaint. Thank you for your understanding.

Dear Francesca58,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.