All Spins Win Casino - The player's winnings were voided.

ALLSPINSWIN

I have been playing at this casino for years and have never had an issue with withdrawls , bonuses etc..until now!

I am a VIP player with the casino.

I deposited $50 and took free spins and won $112 from those free spins.

I played and completed all the wagering requirements before I started to increase my bet amounts.

I always play safe and usually will not exceed $5 bets unless im into the thousands .

Once I had reached over $1000 I increased my bets.

I got up to over $8K and played it down to $5k for withdrawl.

Once I had submitted my withdrawl I was told to verify all my documents , which was fine . It had been a while since my last withdrawl.

They returned my winnings because my documents failed. That was fine I sorted that out

I withdraw again.

I then receive an email stating I have breached their terms and conditions and withdrawl denied and only $50 returned to my account.

They said I placed a bet over €8 while still playing bonus. The bet amount was €10.

1. I dont believe this to be true

2. I AM A VIP MEMBER AND THE TERMS SAY I AM ALLOWED BETS OF UP TO 30% NOT 20%

THEREFORE I DID NOT BREACH ANY TERMS .

Stay away from these theives!!!

Hello Mystify79,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with All Spins Win Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Is it possible to check your betting history within your account and if yes, can you please forward it to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hey Nick

Yes I can provide this info tonight after work.

Im not sure how to download gaming history are screenshots ok?

Thanks Faye

Hello Mystify79,

Thank you for the provided information so far. Unfortunately the game history does not show whether you had an active bonus while you did bet over the allowed limit. Can you please clarify when exactly did you claim the bonus and when did you finish the wagering of it?

Hi

I claimed it right at the beginning on the royal coin game. It was 75 free spins . You can see there is no balance at the start then a $104 win from that bonus . I then continued to play that game. When you Start seeing my bets go over 7.50 that is when I finished the wager. I think I went from 7.50 to $10. Then up qnd up then down until $5000.

Hope that makes sense?

Hello Mystify79 and thank you for all the information provided so far. As we will definitely need more details from the casino, your complaint will be now forwarded to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Ok thank you for youre help so far. All the best

Hello, Mystify79,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

In the meantime, please, provide me with the information on how did you find out that you are a VIP member and that the VIP rules should have been applied to your bonus. Also, if it is possible, send me a screenshot with this information from your account profile or email where it is clear you are/were a VIP member. You can send it directly here with your reply or send it to me via email (branislav.b@casino.guru).

Now I would like to invite All Spins Win Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear All Spins Win Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the winnings been confiscated? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

The ways of sharing the necessary data were mentioned above.

Thank you in advance for providing the information.

I joined them years ago, like 6 years ago and they regulary have VIP only bonuses and free spins. Well thats how they advertise things. I havent played there for sometime until recently. Ill try and find something to show you this. Either way I know I played fairly. I use bonuses all the time at other casinos and never have this issue because I am fully aware of their terms and conditions

Thanks so much I do appreciate your hard work to hopefully resolve this.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hey,

In your experience do casinos respond? In particular AllSpinsWins? I guess it would be in their best interest to.

With regards to the VIP there is no longer evidence of this which i find ironic.

I would like to see the evidence of me breaching the terms and conditions because now that we have copies of the game play which were taken the following day or so after, it would make it difficult for the casino to alter it in their favour. I will be going over every spin in detail.

For them to make such a decision in such a short amount of time they would have to have evidence which was not provided to me.

They wrote to me after having to verify my ID again saying " from time to time our audit team assess withdraws" something like that. Must be the larger amounts they are unwilling to pay.

Ive had to recently escape domestic violence and im currently in a shelter and have had to quit my job, this money would have been a lifeline for me.. 😢

Hey i have just gone through my emails from the casino and found a personal one from the VIP team . I have screenshot it and will attach here. This confirms i am a VIP player. Dated back to 2019. 😊 i new i was now i have proof of that too.

Please use the second screenshot as it has the casino email etc as evidence it came from them

Dear Mystify79,

Regarding your question - it depends on which casino we are talking about. In the case of All Spins Wins Casino, it looks like they do not cooperate with us in resolving the players' issues. However, there are still 3 more days for their reply.

Thank you for your patience and understanding.

Dear Mystify79,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

However, please note the complaint will have fewer ‘black points‘ because of the documents provided to support your VIP status. Although you claimed that you are a VIP member, the provided email contains only the information about a Christmas gift, probably some bonus offer, that was sent by the casino's VIP team more than 3 years ago. And, as you stated, you did not play in the casino for some time before. It is common that players have to meet some conditions to become VIP members, which usually include regular deposits and activity. It means that we cannot consider a 3-year-old general email relevant to the case or as a confirmation of your VIP status in the casino. Therefore, the casino's explanation and details would be needed.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru