All Wins Casino - Player’s winnings have been cancelled.

My withdrawal had been cancelled and winnings taken for breaking their 30% bet limit rule. Ive been playing on this website since January 2020 and made 2402 euro deposit during that time. Is it possible to get refund for all my deposits as Ive lost all my money for same reason?

Dear Krammy,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue. I have checked the T&Cs, and this is what I found: 

"Betting Rules

The casino expects you to follow the rules of each game while playing at the casino.

"Irregular play" includes, inter alia:

Placing total bets equal to or greater than 30% of the value of the smallest deposit currently in play.

Buying an in-game special feature (including but not limited to free spins) for a purchase/buy-in cost equal to or over the 30% of the current deposit in play."

I would like to emphasize that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos 

'Fair and safe casinos' are those that meet all criteria for 'fair casinos' and have also implemented measures that prevent players from accidentally doing something against the rules or their own best interests.

'Fair and safe casinos' should therefore prevent players from accidentally breaking the T&Cs, Bonus T&Cs, or doing anything else that might jeopardize the money in their player accounts.

Could you please confirm that you were playing without an active bonus and advise how much was your last deposit? We will contact the casino and ask for their standpoint, right after your confirmation. Looking forward to hearing from you.

Best regards, 

Petronela 

I deposited £71 (80eu) without bonus. If they dont payout my winnings eu1014. I would like to get my entire deposit (eu2402) since I started using their site, as I have been playing over 30% of the value of the smallest deposit currently in play.

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

I am sorry for how this casino treated you. From our rating, you can see that they are on the bottom of the pit. They have several unfair terms in their T&Cs and aren't afraid to use them to steal legitimate winnings from the players. We are making an effort to contact the casino and explain to them that the rule they used in this case is highly unfair. Unfortunately, their terms and conditions are full of traps for the players. If they fail to pay you, we will publish the complaint which will have also impact on the rating, but as you can see they are already almost on the bottom.

Best regards,

Juli

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’ which may affect its rating.

Hello,

We don't consider this a valid complaint. The 30% rule is part of our terms and conditions.

We invite you to play without bonuses next time.

Does the 30% rule only applies with deposit with bonus?

Opening a dispute without fully knowing the terms and conditions is not ideal.

We invite you to contact our support for any question you might have.

Looking forward to seeing you back at AllWins soon.

May I kindly request a supporting evidence that the player played with the bonus money? Please forward all the relevant documents to my email address yuliia.k@guruadmins.com. Thank you in advance. 

We can confirm that the withdrawal was declined as the 30% betting rules was broken. The betting rules applies even if there is no bonus involved. This is the terms and conditions that you agreed upon creation of the account.

Hello Krammy,

We punished casino for their predatory and unfair term, there should not be any max bet applied for a real money.

16.2. "Irregular play" includes, inter alia:

Placing total bets equal to or greater than 30% of the value of the smallest deposit currently in play.

We consider this rule unfair and classify this complaint as: "Against Fair Gambling Codex" .

https://casino.guru/fair-gambling-codex-for-casinos

All Wins Casino has Curacao license and you can write an email to Curacao licensing authority for free: complaints@gaming-curacao.com. This info is from their terms point 20.7.

I am afraid that until somebody from the platform start thinking why their casinos are so poorly rated and decide to change their terms, we can't do much to get your winnings. Of course, we publish your complaint and give the All Wins Casino more black points.