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

Hi,I've had the same issue on a withdrawal as others concerning the 30% stake of deposit,I wanted to withdraw 1200, but after waiting an age as this was left pending and after several emails I was told it was refused and got quoted the rule number,

I didn't realise this,but my main argument is the I made a withdrawal a month ago for the amount of 1000,this was paid into my bank as 4 separate refund payments,strange I thought but I got paid so didn't care

Now the issue is I played exactly the same way on this money that was paid,as on the amount that's been refused,not changed my game play at all,

I've had phone calls informing me I'm a vip member also

Now if I'd been told on one of these calls about my game play,I would then have adjusted or choose to go elsewhere,

I know there rules are there and they are covered,as ridiculous as it is,but how pay one and not another,after the same game play.

Matt

Dear Matt,

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.

Matt, 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 

Dear Matt,

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.

Hi,my last deposit was 200 euros,and I have played with a bonus,

I won with real money tho,

I have looked more into allwins casino and they don't hold a UKGC license,can you confirm this?

If this is correct this company has broken the law in taking my deposits?

This is just a scam site,I'm not expecting to receive my winnings that I won fairly,thieves rarely return what they steal

Thank you very much Matt for providing all the necessary information. 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 Matt.

Thank you very much for sharing your negative experience with the All Wins Casino. We will now try to get in touch with them.

Hello and thanks for reaching out to us.

The 30% rule is part of our terms and conditions. The winnings were cut in line with our terms and conditions.

Allwins

My winnings were not cut!

You withheld the full withdrawal of 1200 euros

My total stake per spin did not exceed 30% of my deposit

You have a slot which you!your provided game offers a heads or tails gamble!

I choose to gamble on this your offered gamble on your game!

My stake to get to your offered gamble was well below 30% of my deposit

I was paid before on the exact game play

I was not informed I was apparently gambling your games wrong

What about when I played this game and won on a feature during this game,I won at least 300 on one feature,won by staking 6 euros on one spin,no gamble involved,so on a deposit of 150 euros how can 6 euros be more than 30%?

This is by far not a case of losing and having complaint about not winning

I gamble knowing win some lose some,I take responsibility for my money and gambling and gamble knowing the risk

To lose money gambling,fair enough,my risk

To gamble and win then told your not getting what you won when deposited in good faith,is a bitter pill to swollow

This money should be paid!

Hello,

As it seems, you have also breached the rule on your first winnings, nevertheless your earnings were paid.

We don't consider this claim valid. The 30% rule is part of our terms and conditions and you should choose your games accordingly if playing with bonuses.

We invite you to play without bonuses next time.

Hello Matt.

Unfortunately, the bonus is still active until you request the withdrawal (or loose whole amount). 

Have you requested the withdrawal after completing of wagering requirements? 

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.

Hi,this is pointless isn't it,allwins casino is just a scam,they are now also known as agent spins casino,same format, same agents, same scam,never mind my unpaid winnings,allwins accepted my custom illigally as I'm a UK resident and they are not to accept players from the UK.

At no point have I lied about my details

I gamble and can accept losing money,

But when this is fraud,I cannot accept

I'm seeking legal advice and am exploring a charge back on transactions

How and why should they allowed to break the law

I got penalised by allwins for not abiding by the 30% rule by mere fractions,but they are allowed to break legal laws,how is this acceptable?

I would like this matter resolved and hopefully you are in a position to help

Allwins shouldn't be allowed to set there rules but break rules and laws they are to abide by,I will await a response

Dear Matt. 

Please, be aware that the bonuses usually carries three phases; activation, wagering and withdrawal. Until you ask for the withdrawal, the bonus is still active. Although, we believe the casinos should enforce the max bet rule with bonuses it is an industry-standard nowadays. By the way, we do not consider to be fair behaviour, when the casino applies max bet rule against real money player. 

Please, could you confirm the casino returned your last deposit? 

I would like to also recommend you to choose casinos with a better reputation on our website and especially for cases like this, you should look for the badge Fair & Safe Casino as Petronela has mentioned.

Best regards, Jozef

Casino.Guru 

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, we’re forced to reject this case because 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.