All Wins Casino - Player’s struggling to complete KYC verification.

I submitted my withdrawal on the 10th of August and still don’t have my winnings !

i have deposited over £600 with this company using my old and new debit cards.

even though my last deposit was made using my new card that I’m still using they’ve said they can’t give me my winnings as they need proof of all my debit cards !

ive sent bank statements dated back to January 2020 showing my deposits but they still won’t give me my winnings.

absolutely disgraceful !

Dear Charlotte,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Could you please advise if the bank card issue seems to be the only obstacle standing between you and your winnings? Did you provide all the other relevant documents needed to complete KYC (verification) process? I believe we will be able to help you resolving this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Nick

Hello there

yes this is apparently the only issue all the rest of my documents have checked out fine ..

I don’t really understand why they need 4 of my old destroyed cards when I’ve been using my current card to deposit for some time.

thank you

Charlotte

Dar Charlotte,

Could you please specify when did you use your old card for the last time? Is that card still a deposit option in the casino? Did you verify your new card in the casino? If so, when did you verify it?

Looking forward your answer.

Best regards,

Nick

Hello

I just used my new card to deposit when I received it never had to verify just deposited ..

been using my new card for a long time

so don’t really understand why they need this ?

i can give bank statements but not proof of my old cards unfortunately as I don’t have them anymore

Dear Charlotte,

Have your informed the casino that you use only the new card and you can't provide more documents to the old one? If yes, how did the casino reply?

Best regards,

Nick

Hi

they just said I couldn’t have the winnings ...

Dear Charlotte,

What reason did the casino provide? Could you please forward your communication with the casino to nikolas.b@guruadmins.com? Thank you in advance.

Best regards,

Nick

Morning

I will forward the emails over to your now ..

Thank you very much Charlotte for providing all the necessary information. I will now transfer your complaint to my colleague Zuzana 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.

Thank you

Dear Charlotte,

I am very sorry to hear about your problem. 

I would like to ask the casino what’s their standpoint in this situation. Would the bank statement be sufficient for you when she doesn't have the old card physically?

Ok

thank you

any help is greatly received.

Hello

I have received another email this morning from Allwins casino stating the same thing,

that they need these 4 cards to continue with my withdrawal!

even though I’ve told them on many occasions I do not have these cards anymore ...

I can send bank statements which I’ve done but it doesn’t say which card was used on the statement just shows the deposit.

hope this is something you can help me with ?

thanks

They have now refunded my £178 to my account !

i have made another withdrawal.

is this something you can help me with ?

its been a while since I’ve heard anything ..

thanks

I am very sorry Charlotte, we can only wait for the casino reply. I sent them a reminder per email, we may give them an additional 7days. If the casino fails to reply we will close it as unresolved and it will negatively influence their rating.

Meanwhile, you can write to Curacao license authority, they might have more options to investigate this case. Here is the email from the casino terms info@gaming-curacao.com.

We would like to ask the All Wins  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’.

I have reversed the withdrawal as I’m not getting anywhere fast !

AllWins Casino is an absolute joke.

please please don’t waste your time Depositing.

i have spent a lot of money with them and never had a Pennie back as they constantly put obstacles in the way so you can’t withdraw !

well No more from me . .

just hope people realise before depositing.

CON COMPANY !

Thank you for reaching out to us.

We will check what had happened to your account and update this post accordingly.

Dear Charlotte

Firstly, we are sorry to hear that you had issues with the completion of your account verification.

We have seen that the withdrawal was approved for payment, however, it is unfortunate that you cancelled it. 

Regarding the verification, these are essential for the casino to adhere to AML laws. In the last 6 months you have used 6 different cards. Under the AML clause of the casino it states:

4.5. You may be requested and agree to provide identifying personal documentation to aid the Casino in the fulfilment of its requirements. These documents include but are not limited to a valid passport or other government issued identification document, proof of residence, and proof of ownership of financial accounts.

We confirmed that you have provided bank statements, however, the finance team cannot reconcile the deposits at the casino against these statements. 

You claimed that these cards are debit cards and therefore should have a transaction record.

If you have further questions let us know.

Regards

Dear Charlotte,

are you aware that you used 6 different cards in 6 months? Were they all registered in your name? Would you be able to provide all the bank statements? Hence, the finance team could reconcile the deposits at the casino against these statements. 

Dear Charlotte,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.