All Wins Casino - Player’s deposit has never been credited into his account.

I made a deposit 1 week ago. After the balance did not update to show my deposited funds, I used the live chat feature on the website to raise my issue. I was told that the site had been experiencing technical difficulties and that my balance would update in due course, or the funds would be returned to my bank account. After a week of neither happening, I once again returned to the live chat. The advisor (Jacob if that’s of any relevance) was extremely inefficient. He was aware of which deposit I was querying before I even mentioned an amount. It took almost 20 minutes for him to ask for a screenshot of the transaction from my online banking. After providing this, he then took another 30 minutes to ask me for a screenshot of every one of my deposits made 10 days prior to the one I had an issue with, claiming that they were somehow relevant to the transaction in question. After being polite for almost an hour, I could no longer hold back my frustration and informed ‘Jacob’ that I would not be providing screenshots of irrelevant deposits, and that they could keep my £18.10.

Dear Rob,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you tried contacting your payment provider regarding this issue? If your deposit has never been credited to your casino account, the best thing I would recommend is contacting your payment provider, as this is a standard procedure. The payment provider needs to investigate what happened to your funds, but bear in mind, that it’s a complicated process that takes one month approximately.

Please inform us about the outcome, and do not hesitate to let me know if there is anything else I could do for you in the meantime.

Best regards,

Kristina

We have checked this issue, and we can see that the funds were allocated to the player's account on the 7th of January 2021. We have seen that Rob came online and played the said deposit.

Further issues, please do not hesitate to contact us.

Regards

Hello everyone,

Thank you All Wins Casino for taking your time to look at this issue.

Rob, can we consider this complaint to be resolved? Do I have your permission to close this case? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Even if we’ve assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.