All Wins Casino - Player’s requests for deposit limits and account closure have been overlooked.

I played on this casino whilst having a gambling problem. I asked to set a deposit limit to control my spending and this wasn’t done. I was told if I set a deposit limit my withdrawal limit would be severely reduced. I found this very strange and tried to avoid the casino but due to my problems I went back and spent money I should never been allowed to. Additionally, I’ve now registered with Gamstop to really try and address my issues. I wasn’t sure if this casino would be covered by this so I emailed them to close my account. They haven’t done this and they keep sending me emails and promotions.

i find this casino most definitely not to be a responsible casino and feel I lost money due to their lack of action

Dear Kate,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward any emails or screenshots showing that you have requested deposit limits and account closure. My email address is petronela.k@casino.guru.

Unfortunately, Gamstop (Self-Exclusion scheme) works for the casinos with UKGC license only. Since the All Wins Casino operates under Curaçao license it wouldn’t be covered by the Gamstop protection.

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

Best regards,

Petronela

Thank you very much Kate for providing all the necessary information via email. I will now transfer your complaint to my colleague Jozef 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 Kate.

I am very sorry about your situation and I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Thank you for bringing this matter to our attention.

We have examined the account history and we cannot find any records that Kate has declared to the casino that she has a gambling issue or addiction.

We have not seen any email requesting for account closure or self-exclusion.

The terms and conditions of the casino clearly say that if a player wants to avail the services under the responsible gaming tool to contact support@allwinscasino.com.

On the issue of deposit limit, we see that an account manager was in contact with you and had informed you of the following "As your account manager, I must inform you if there are steps which can limit your possibility to win big. If you still wish to put a limit, please come to live chat or reply to this email ."

We can confirm that no response was received and you have not contacted the casino Live Chat Support.

Hi,

I emailed you on 4th March to ask for a break and then on the 31st March to set a £200 a month limit. You then emailed back on 1st April to say if I set a limit I could only win up to 5x?! I then emailed you to ask why this was the case but had no reply. On the 4th May I emailed to close my account permanently and on the 19th May you were still sending emails so I emailed again on the 20th May to tell you to close my account as I could still access it

Kate, we have contacted you directly. Can you please provide screenshots with date stamp of the said account closure request. For unknown reasons the casino have not receive any emails on the mentioned dates.

Thank you Kate. Can you please show the intended/receiver's email address for email dated 4 and 20 of May 2020.

Also, can you confirm if you have received any of our latest email sent to you from support@allwinscasino.com

Dear Kate.

Have you provided the All Wins Casino team with the requested information and documents? Is there any new info about the case?

To update, we contacted Kate numerous times and our emails remain unanswered to date.

Hi,

Apologies for the delayed response. I’ve had one message asking for more images so I’ll send them over shortly.

thanks

when I upload pictures it won’t let me send them (the box goes red). I’ll email them now

I am extending the timer by 7 days. Please, is there any new info regarding the player?

Hi, I emailed the images as requested yesterday

Hi,

Ive emailed the may account closure email.

When I asked for deposit limits to protect me, you shouldn’t be restricting my winnings, this is totally unacceptable and the fact that I am requesting them shows I have concerns.

Hi,

I asked you why withdrawals would be limited, I’ll send you emails of this. These emails were sent at the time

Casino Management is in contact with Kate and we will update this thread of the outcome.

Case closed - please retract my complaint

Dear Kate,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.

Best regards, Jozef

Casino.Guru