All Slots Casino - Player’s withdrawal is delayed.

Dear THE GURU,

I ask you to accept a complaint against AllSlots Casino. The casino has been processing my withdrawal for over a month.

On May 02, 2023, I registered an account at Allslots Casino. As a result of the game, I managed to win a little, and my balance was 1644 US dollars.

On May 03, 2023, as part of the verification process, I sent a photo of my ID Card and a photo of my bank statement to the casino for verification.

On May 4, 2023, I received a message that the documents were accepted and the account was verified. On the same day I put my funds for withdrawal.

After that, on May 04, I received a second request for the documents that I sent earlier. I contacted the chat for clarification, and they told me that the request was sent in error, there is no need to provide documents. I was also informed in the chat that my withdrawal was being processed and it would not take long.

On June 01, I sent an official claim to the casino. The casino confirmed receipt of my claim, but on May 2, 2023, I registered an account with Allslots Casino. As a result of the game, I managed to win a little, and my balance was 1644 US dollars.

On May 03, 2023, as part of the verification process, I sent you a photo of my ID Card and a photo of my bank statement for verification.

On May 4, 2023, I received a message that the documents were accepted and the account was verified. On the same day I put my funds for withdrawal.

After that, on May 04, I received a second request for the documents that I sent earlier. I contacted the chat for clarification, and they told me that the request was sent in error, there is no need to provide documents. I was also informed in the chat that my withdrawal was being processed and it would not take long.

On June 01, I sent an official claim to the casino, the casino confirmed the receipt of it

Also on June 09, I asked the casino for a game history to confirm that there was no violation of the casino rules on my part. However, as of June 19, the casino did not provide me with any game history or funds.

Please help me to get 1644 US dollars belonging to me.

Dear ANAZA,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Have you accumulated your winnings with or without an active bonus?

When was the last time you communicated with the casino and what was it about?

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

Best regards,

Veronika

Hello,

there have been no previous successes.

I accumulated winnings using the first deposit bonus.

The last time I spoke with the casino was on June 13th in a chat regarding the provision of the game history that I requested from the casino on Friday June 09th. In the chat, I was informed that the casino specialists need time to provide the history of the games. More than 10 days have passed since the date of the request, the game history has not been provided to me.

Before we move forward with the case, please forward any relevant communication between you and the casino to veronika.l@casino.guru. Thank you.

I sent the correspondence with the casino to veronika.l@casino.guru

I sent the correspondence with the casino to veronika.l@casino.guru

Thank you very much, ANAZA, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, ANAZA!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Thank you very much, ANAZA, for your reply. I’m afraid we've reached a stage where I’m not able to help you any more 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 contacting the Licensing Authority directly and use this complaint as a reference. You can file an official complaint using casino's official ADR through the following link https://ecogra.org/alternative-dispute-resolution/. 

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.