All Slots Casino - Player’s withdrawal is delayed due to account issues.

Hello,

I have a complaint regarding All Slots casino.

I am writing to address concerns regarding my withdrawn winnings from February 22, 2024. 

I verified my account and then casino locked it because they asked for a verification call. I have been asking for verification call on multiple occasions but the casino does not call me. I have a total of €6,767 in winnings that remain unpaid.

I'm unsure how to proceed in this situation, as I've fulfilled all their requirements, yet they seem to be ignoring me. Your understanding and assistance are greatly appreciated.

 Despite their repeated promises to call me, they have not followed through. I have saved all chat histories as evidence. Over the past few days, their chat service has been unavailable, and they are not responding to emails.

Best regards,

Dorian

Dear dorianpsenica,

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. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Do I understand correctly that the call is part of the verification process?
• Did you accumulate your winnings with or without an active bonus?

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello, I concentrated on playing slots, received a bonus, and completed the wagering requirements. As part of the verification process, they were supposed to call me, but I never received a call. I reached out to them again last week and contacted them four times via chat. Each time, they assured me they would call immediately, but I waited by the phone and never heard back. This has been going on for months—I've been contacting them about this call nearly every week for the past four months.

Thank you very much, dorianpsenica, 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.