All Spins Win Casino - Player's winnings have been voided.

I deposited $30 and got a $13 bonus. I won money on small bets totaling nearly $2000 due to the playthrough requirements I increased my bet for a short period of time just to meet the wagering requirements made by the casino. Please remember we are talking about a $13 bonus which was lost prior to me winning any money. The money I won I won after loosing the bonus $13 and although there is a requirement to play through the bonus money I received I had done so. Last time I won at this casino I was told that bonus money is used prior to my own money and that’s why they voided my payout on that occasion now they are saying bonus money is used after my money and are voiding my payout on this occasion due to that. So they in fact will never payout if you receive a bonus as even the money deposited from my account will be regarded as bonus money if I win. Despite all this I played through the sufficient amount of money required by this casino and was still denied a payout. I am raising this issue with a lawyer who is going to go to every authority known to shut this casino and all of its off branches down as apparently on investigation thousands of people have the same complaints about this group. I am writing to you as I am everyone so you are able to make all punters aware that this casino is a rip off and does not pay out. The currently go under the name of all spins win 293. However should be called all punters loose big !!!

Dear rlamb2273,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Could you please advise whether the casino specified the reason for denying your withdrawal?

Would you be so kind and send me all the relevant communication between you and the casino so we can gather as much information as possible about the case? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

The casino have stated that my bets were to large whilst the bonus was active. However the bonus was clearly lost prior to any money being won. Also I have had the same issue with this casino before and requested they close my account which they refused to do. Since then due to some confusion I have deposited thousands into their casino which I wouldn’t have done knowing they do not pay out in most instances. After investigation I realised this is very common with this casino and they have ripped thousand of people off with similar clauses in their fine print. I have plenty of emails I am happy to forward you as I have requested documentation from my account so my lawyer is able to go through the terms and conditions along with my bets placed to get a better understanding of how this casino operates. After nine emails to them they still won’t provide the documentation requested. I would like to get the word out to previous complainants to start a class action against this casino as I know many others have been tricked by the fine print or just plain ripped off.it is also fact that none of my larger bets resulted in any wins and in fact reduced my account from nearly $2000 down to $800 and larger bets were only placed to meet the play through requirements, however the casino refuse to provide the information to prove this fact

I have all the printouts I could get off their website (which does not show a complete history of bets) to prove that there was no financial gain in any bets that exceeded their so called limit. I would understand if I gained $100000 breaking the rules however I lost nearly $1200 making larger bets and as previously stated the bonus money was lost way before I started winning anything. I still played through the 35 times required even though all money won wasn’t off the bonus money given the withdrawal was approved and extra documentation was asked for, after that extra documentation was supplied and approved the withdrawal was canceled due to a so called breach which in fact is not the case. I have sought legal advice and have been told I have a case should I wish to continue. Especially as it had been requested last time this casino ripped me off that this account be closed for which the casino refused. My lawyer says it may be possible for me to get all monies deposited since that request returns as legally they must close an account if requested. This alone is a major breach of gambling laws.

Thank you for your reply, rlamb2273. I checked the Bonus T&Cs and I found this:

"13. Players are allowed to place single bets lower than 20% of the total value of the Active Bonus credited and should not exceed 8 EUR, 8 USD, 8 AUD, 8 CAD, 8 NZD, 80 SEK, 80 NOK (as applicable). Therefore, placing a bet of 8 EUR while there's an Active Bonus of 100 EUR in effect is considered acceptable practice. VIP players are allowed to place single bets lower than 30% of the total value of the Active Bonus credited and should not exceed 15 EUR, 15 USD, 15 AUD, 15 CAD, 15 NZD, 150 SEK, 150 NOK (as applicable). Please note that your VIP level is defined by the casino's own discretion."

Please note, that the maximum allowed bet rule is valid until the wagering requirements are fully met. Would you be so kind and forward me your whole game history? Please, also forward all the relevant communication between you and the casino. My email address is kristina.s@casino.guru.

The casino have refused to send me the gaming history, I have asked them nine times. Also whilst I wasn’t aware of this rule initially the casino has previously told me that bonus monies are used first therefore I can understand playing the bonus money given through 35 times if a win occurs whilst using the money, however once the bonus money is lost and I am in to my own funds this should not apply.

eg.. I deposit $20 and get say $10 as a bonus.

so I have $30 in my account.

I spin $15 leaving only $15 in my account.

then I have a win…… that win is not as a result of the bonus as the bonus was lost prior to this win. This was how it was explained to me when I went and got some free legal advice in regards to this casino

Please note this is not how it works. First, I would like to point your attention to the fact, that each casino can decide which funds will be used first - whether your real money or bonus money balance. In this case, you first place bets with the money you deposited. Please, see here:

"5. All bets will be deducted from the players’ Cash Balance first, even if there’s an Active Bonus in effect. Only when there are not enough funds in the Cash Balance will the bets be deducted from the Bonus Balance."

Moreover, as I mentioned in my previous message, the maximum allowed bet is valid until the wagering requirements are met, and not until you lose the bonus funds.

You systematically placed bets way over the allowed limit, and I am afraid that we are not able to help you further in this case. We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet. 

I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. Please do not hesitate to contact me if there is anything else, I could do for you in this matter. Thank you for your understanding.

What about the refusal to close my account down a year ago when it was requested and last time this casino canceled a payout on me they told me bonus money was used first that’s why they canceled the payout then and now their terms say bonus money is used last. Either way I’ve been ripped off on at least one occasion. I also thought it was law for them to close accounts upon request not refuse to do so.

Also I have requested the documentation as I believe I played through what I needed to before raising my bets. The casino say that’s not the case but refuse to supply the documentation.

As I said, bonuses don't work as you described. I would strongly recommend that you read our article How Do Online Casino Bonuses Work? as it contains a lot of useful information about bonuses that may help you better understand and use them correctly. Also, you can always consult the casino's support and ask them for help. The principal when playing with a bonus is usually the same, but not all bonuses in all casinos have the same bonus conditions.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.