All Star Slots Casino - Player's winnings have been delayed.

I got a welcome bonus of 20$ I played and won 169$ I live chatted with a woman who told me all I have to do to meet the requirements is win 20* the bonus and get verified w documents and withdrawal first deposit in Bitcoin. When I went to withdraw it did fine but didn't ever hit my bank. I live chatted again and they told me I had to make a deposit to verify my account. It was a no deposit bonus. They wouldn't honor that. That was wrong and not good customer service.

Dear jazzclhgrasshopper,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with All Star Slots Casino. I have checked the Terms & Conditions and this is what I found:

5.Only one free bonus can be claimed on any account before the first deposit is completed. If an account is funded entirely with a free bonus, in addition to our other requirements, an approved deposit is necessary to validate the account before any withdrawals will be processed.

6.Only one free bonus can be claimed across the Be Software N.V group before the first deposit is completed. If there is more than one free bonus claimed without making a deposit any winnings will be considered void.

Could you please advise if you sent your identity documents to the casino for verification? Has your account been verified yet?

Do I understand correctly that you have not been able to make your first deposit due to unfinished verification?

When was the last time you communicated with customer support regarding your problem?

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

Best regards

Veronika

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Dear jazzclhgrasshopper,

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.

I have verified my account with my documents

Could you please send me all the communication between you and the casino that could be relevant to the investigation of your case? My email address is veronika.l@casino.guru. Thank you.

Dear jazzclhgrasshopper,

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.

Thank you for your email. From the transaction history you sent me, it seems that you requested coupon SHOWDOWN777 twice and coupon SHOWDOWNJACK before requesting a withdrawal. Were these coupons for no-deposit bonuses?

Yes

Thank you very much, jazzclhgrasshopper, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Hi jazzclhgrasshopper,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear All Star Slots Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if the player's account is fully verified? Do I understand correctly, that the following rule applies in the player's situation:

Only one free bonus can be claimed on any account before the first deposit is completed. If an account is funded entirely with a free bonus, in addition to our other requirements, an approved deposit is necessary to validate the account before any withdrawals will be processed.

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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.

Hi Natalia,

We are still looking into this, so we will come back to you asap.

Regards,

The All Star Team

Hi Natalia,

Having looked into this we can find no player with the username provided.

Regards,

The All Star Team

Hi Natalia,

We have now reviewed this and found the player via the email provided. As per our Ts & Cs a deposit was required by the player in order to make their withdrawal. Our support team kindly informed the player of this. On the back of this jazzclhgrasshopper went on to make their deposit and successfully made their withdrawal.

Thanks,

The All Star Team

Thank you for the updates, All Star Slots Casino.

Dear jazzclhgrasshopper, could you please confirm that you have already received your winnings from the casino?

No I never did

Dear jazzclhgrasshopper, can you please write your username at the casino? The casino representative needs your correct username to check all the details.

I have contacted them several times. I was on chat trying to find out where it went and they kept giving me the run around.

Dear jazzclhgrasshopper, could you please share the Bitcoin address to which you requested the withdrawal? Could you please provide us with the transaction statement from your crypto wallet (for April-May) so we can check if you received the payment from the casino?

Dear jazzclhgrasshopper,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.