All Wins Casino - Player is experiencing technical difficulties while playing casino games.

The game I was playing says that I have an unfinished round so won’t let me play any other games however it won’t let me load the game that has unfinished rounds. You cannot get through in the online chat and you just get an automated response  is email. Totally disgusted as it won’t let me withdraw the funds as it says I have t reached the wagering limits even though I didnt accept any bonuses

Dear Kathy,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We will contact the casino and ask for their cooperation resolving this matter, but, before we do so, could you please clarify if you have withdrawn money successfully in the past? If you could take some screenshots of the message showing when you try to load a different game, please post it here when replying. Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you. 

Best regards,

Petronela

Thank you very much Kathy for providing all the necessary information. I will transfer now your complaint to my colleague Kristina who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Kathy,

I contacted the casino, so hopefully we will receive some answer soon.

Thank you for being patient.

Thank you and I await your response 

Dear Casino Guru and Kathy

We appreciate you bringing this matter to our attention.

We have checked your account and we cannot find any unfinished rounds.  A technical issue is now raised to the game provider.  We will update you once we received their response.

Regarding the issue with our Customer Service, we apologise if they missed the mark.  

We see that you did came to the casino live chat 14x between the 20th and the 21st of February 2020, however, you left the chats without responding to the agent.

"Operator xx has joined the chat.
[22:33:20] xx: Hi there, how may I help you?
The visitor has left the chat.
The chat is ended. (22:41:58)"

Regarding the wagering requirements, you received an automatic first deposit bonus and we see that you never requested for the bonus to be removed and therefore, you have the wagering requirements on your account.

If you require further assistance, please do not hesitate to contact us directly.

Kind regards

ALLWINS CASINO

@Kathy

We see that you are able to access the games now.

Please update us if the issue has been rectified.

Kind regards

ALLWINS CASINO

All good now thanks for your help 

Hello Kathy,

Can we consider this complaint to be resolved and close it?

Hello Kathy,

since you haven't replied to my last message, I cosider your issue to be solved. Thank you for contacting Casino Guru and I hope you won't come across a problem like this again.

I would also like to thank All Wins Casino for their help in resolving this complaint.