All Wins Casino - Player’s husband wishes to receive back all deposits his wife made.

Hi.

my wife signed upto this casino, I must state that she is currently getting help for problem gambling.

Anyway she signed up here via a marketing email.

she went on to deposit a lot of money over the course of one night and may I add that not once did the casino question this although with all the deposits made this should of sparked a red flag.

my wife ended up in a right state mentally and as you will probably know when the gambling addiction takes hold they become oblivious of all going on and lose control.

once the cloud lifted I she informed me we looked into this casino.

we looked at reviews on a site called CasinoFreak.

they State that this casino doesn’t accept U.K. players ?

This is when we realised that this casino doesn’t hold a UKGC licence so therefore should not be accepting players from the U.K.

my contacted the All Wins Casino and explained all of this and asked them to return all deposits made as she should never of been allowed to accept them.

After many emails sent the casino offered a goodwill gesture of 700 euros, my wife believes that a total of over £1250 GBP was deposited.

my wife was in such a state that she agreed as we desperately needed the money for out rent, and signed a contract that states all complaints ect towards the casino would be removed ect.

I am not happy in the slightest and believe that all deposits made should be returned.

i have contacted Topia Solutions and made a complaint but they have favoured with the casino.

i have looked into all information with regards to the UKGC and their terms and conditions do not justify them allowing U.K. players.

i please ask for your help.

my wife may have signed a contract but I haven’t, the money came from a joint account so I have every right to fight in what I believe is right.

i please ask for you help and advise as it would be very much appreciated.

kind regards

S.Graham

Dear Stewart,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I can only imagine how frustrating this whole situation must be for you. I must admit this is quite complicated case. Firstly, because you are writing in the name of your wife. Additionally, there is also a problem, that she personally agreed with the return of €700.

I have a few questions, that could help us move further with this case:

1. Has the credit card/payment method that she used to deposit been issued under yours or her name?
2. Was the €700 part of the money she already had in her account, or did she lose everything and this was only some kind of compensation for her loss?

I apologize, but I am not completely sure if we will be able to help you in this case, but we will try our best.

Looking forward to hearing from you.

Best regards,

Kristina

Thank you for your reply.

The money was deposited using her card.

She also had 0 in her account but was offered the 700 euro as a goodwill gesture, only may I add once she said she is going to report them to the UKGC.

why would a casino offer a goodwill gesture if they had did no wrong, it’s because they know fine well that they should not accept U.K. players.

They could quite clearly tell form all the emails that my wife was in such a state mentally and I believe that they could tell this and new she was desperate and would accept the 700 Euro.

I would also like to add that previous to this maybe a week or two before she had sent them an email asking them to close her account permanently, when she went on and asked them to reopen they did with no questions asked, surly if someone asks to close an account permanently and state they don’t want to play online gaming anymore this is a sign for concern?

Not to this casino.

Topia solution has tried to say that they did ask, my wife asked for a copy of the transcript, they only send her a copy form a different casino and cropped the top off that would show the date.

my wife forwarded them the email she received when she had made the first deposit since the account opened and the times are completely different that proves it’s not the correct transcript.

the chat transcriptions time is

22.26 pm and her email for the deposit was 16.05 pm but like I say they have cropped the top off the chat that shows the date.

thank you.

Hello Stewart,

Unfortunately, the casino can reopen the account as long as it wasn't closed due to self-exclusion reasons. In this case it is the player's responsibility to express directly her/his gambling problem to the casino. I am sorry, but we cannot punish the casino for something it wasn't aware of.

hi.

below is a copy of the email she received when she asked for her account to be closed permanently.

They state that if the player wants to reopen their account it would be after 7 days.

They went against their terms and opened it straight away with no questions asked.

Hello

Following your request to close your account, I want to inform you that your account has now been closed.

Self-Exclusion: If you chose this option, your account will be blocked for the time you specify. You cannot undo the self-exclusion unless you inform us in writing that your gambling problem is under control. The self-exclusion will be lifted 1 week after your request. Self-exclusion is done by contacting the support staff via the chat in each and every casino where you want to self-exclude. You are not allowed to deposit in any affiliated casino, or open any new accounts. If you do so it will be considered an attempt to defraud the casino. All deposits will be at your own risk. Exclusion will not speed up your withdrawals. Your withdrawals will be processed as stated in the Terms and Conditions.

Retraction: In this option you are declaring that your original statement that you have a gambling addiction was in error and is untrue. If you chose this option you are completely responsible for everything that happens in your accounts. You absolve us of any future claims you may have in resulting from your original statement. Your withdrawals will remain unaffected. You may only retract within 12 hours of receiving this e-mail. If you do not, then you will remain self-excluded at this casino. Any requests to remove the self-exclusion after this 12 hour period, will be subject to a 7 day waiting period, as detailed above. Kind regards Online Support Team

PS: In order to be sure that our e mails are well received in your mailbox, add us in your reliable contacts.

Best regards,

The online support

Ticket Details

Ticket ID: TOH-318-94764

Department: Allwins Support

If they had followed their own terms and conditions then no deposits could have been made.

surly the whole point of the 7 days is to help protect problem gamblers by giving them the time to think instead of acting irrationally.

the casino completely failed the player by breaking their own terms and conditions.

The casino should take responsibility for their actions of violating Their own rules instead of just my wife as they truly did fail her.

All deposits made prior to the closure of the account my wife takes full responsibility but the ones after the casino should and return all remains deposits.

My wife should not be the only one penalised here, they should also too.

thank you.

S. Graham.

Hello Stewart,

I read the email from the casino you posted here, and I can see that this is only an automatically generated message. If your wife didn't confirm her addiction, the casino is not to blame. The casino should refund only those deposits, which were accepted in the time period between her directly expressing her addiction to the casino and the casino closing her account for this exact reason.

Additionally, before we continue resolving this case, I would like to ask you about this complaint:

https://casino.guru/sin-me-casino-player-is-dissatisfied-with-compensation

I made a little investigation and I found out, that there is a very interesting connection between your complaint and the complaint about the Sin Me Casino. Not only your names and email addresses are a mix of each other, but the whole theme of the complaint is very similar as well - the casino which is not licensed by UKGC accepted the player from the UK, the player wishes for a refund of deposits despite the fact that compensation was placed and self-exclusion is mentioned there as well, but from a very different perspective.

Would you be so kind and explain this?

Hi.

although it maybe a generated email, it still states their T&Cs,

they still broke the own terms.

if it was the other way around and involved winnings, they would use there T&CS against a player and confiscate their winnings.

yes I can confirm that it is my wife making that complaint, but they are two individual complaints.

thank you for your help.

what I also don’t understand is in their terms and conditions, under the prohibited countries U.K. is listed.

why do they have U.K. as an option on their registration page if they say it’s prohibited?

Online gambling in the U.K. is not illegal so really their T&Cs do not justify this.

what is illegal is a online casino operating without a licence from the UKGC and allowing U.K. players.

thank you for taken the time to look into this for me.

Hi Stewart,

Please, let me explain all the necessery points I think you need to know in this message.

First of all, the self-exclusion problem.

Some casinos use lots of tools for responsible gambling. What player can do if he is unhappy in the casino:

Close the account or self-exclude himself, that's the two basic choices.

Closing an account is simple and has almost none impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If the player successfully makes a self-exclusion the casino agree not to open this account or if yes only under particular circumstances. (After cooling off period and this cannot be done for players whos are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, the player may ask for a refund.

In your case, I still don't know if your wife asked the casino to close her account or for self-exclusion, and you are avoiding to clarify this. If your wife asked for self-exclusion, please send me a valid proof of this and we will try our best to help - otherwise our hands are tied in this situation and opening of the account was in fact perfectly fine.

As long as the casino didn't know about gambling addiction, there is nothing we can do for you.

Second of all - accepting a player from restricted country. Here is our standpoint:

If you lost fairly, you have no right for refund. If the casino accepts your bet, they should also pay your winning even if you are from a restricted country. After the casino pays out the winnings to the player, his account should be closed. The casino should not take players from restricted countries, but if something like this would happened (they let you play and win), we believe your winnings should be paid as well. Also, please understand the fact, that you as a player accept the casino's T&C by creating a new account and it is your responsibility to act accordingly to those T&Cs as well, not only the casino.

In this case your wife lost money and the casino decided to refund part of her money, which was really generous gesture, because no other casino, not even those licensed by UKGC, wouldn't give back your deposits in case you lose fairly! (Not to mention the fact, that she was asked not to make a complaint, but you did instead).

And now the last point - the license.

UKGC license is necessary for those casinos which want to operate on UK market (targeting the UK) but if the casino does not target UK market with their commercials (do not offer GBP currency, bonuses for UK players etc.) and their license authority allows it, they can accept UK players, they are just not protected by UKGC.

I haven't seen here anything that we could help you with so far. I am sorry, but if this doesn't change, we will be forced to reject your complaint.

Unfortunately, after gathering all the necessary information we are rejecting 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.