All Wins Casino - Player's winnings have been confiscated.

Allwins casino is refusing to pay my winnings under the pretense of violating the 30% rule.

I played a game which has the option of a buy in bonus. My last deposit was 20 euros, no bonus.

I bought a buy -in bonus on a bet that does not surpass the 30% rule. On stake 1 euro, the buy in bonus costs 100 euro.

More so, another player here filled a simillar complaint to one of their affiliate's casinos which was resolved in a positive way- the casino does not regard buy in bonuses on a bet that does not surpass the 30% rule as a breach of TC.

I feel this casino is offering options on games and misleading players which they later discount. A highly corrupt practice.

They are using the game providers built in software against players.

I feel I have won fair and square and I have requested a withdrawal of 1500 which they are now refusing to payout. My total deposits from last month are more than my withdrawal.

Dear SuzzieQ78,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the T&Cs and I found this:

"9.1.1. Placing total bets equal to or greater than 30% of the value of the smallest deposit currently in play. This includes purchasing in-game features including but not limited to free spins, double up feature and etc."

However, if you feel like you have been accused mistakenly, feel free to forward me your game history and clarify what feature you bought in which game. My email address is kristina.s@casino.guru.

If there is any relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Kristina

Today afternoon I received a goodwill offer from the casino that they were going to pay me 1000 euros in winnings.

This evening I received an email from the casino that my winnings have been confiscated stating that I had made 300 euro single bets which I had not.

This is highly unprofessional.

I have never made a bet on a stake that surpasses the 30% rule. I bought a buy in bonus on stakes under the 30%.

The casino offers games with buy- in bonuses. The buy- in bonus on a 3 euro stake is 300 euro. How much is a player supposed to deposit to use the buy in bonus feature? 900 euro??

This is a scam. Game providers the casino uses have calculated the odds of a buy- in bonus on a certain bet and determined it's price. How can a casino offer a product and then if you use it and win confiscate your winnings?

When I lost, I didn't complain. It was fair game on my part. Yet now that I won and want to make a withdrawal my winnings are being confiscated.

I have deposited to this casino much more than I want to withdraw. I have no objections to that. I played, they profited, but this is pure theft.

I am being further abused by this casino. This is adding to my stress levels and overall health.

The casino suggested a good will payment of 500 first, then I asked for 1300. Then they suggested 1000, I then said, "okay, let's meet half way at 1150."

After this, all my winnings have been confiscated and my account void to 100 euros under the pretense that I have tried to bargain multiple times.

I did not bargain multiple times, I said "okay, let's meet half way at 1150." This was trying to reach an agreement where both parties are satisfied.

Voiding me of any payments is down right abuse. As though free speach is something to be forbiden. They can pay me the 1000 euros if they don't want accept my suggestion.

This is abuse and complete disregard of human rights.

NEVER EVER PLAY AT THIS CASINO.

A reminder to everyone, I did not deposit 100 euros and win 1500 euros. I deposited more than 2000 euros.

I want my deposits back as this is a complete disregard of human rights.

Thank you very much, SuzzieQ78, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello SuzzieQ78,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite All Wins Casino to join the conversation and participate in the resolution of this complaint.

Dear All Wins Casino,

Can you please provide further information regarding the player's winnings being confiscated?

Kind regards,

Adam

Thank you Adam for your help.

This casino is further insisting that it is legit for them to void me of not only my winnings but their goodwill offer because I dared to ask for 150 euros more.

They could have paid me the 1000 euros if they were really planning to.

I am asking for their licence and Managers' names, yet they are continuously sending me the same generic e-mail.

I want to report them to their authorities. Can I have further info about their licence, as I will pursue this case to a higher level?

Hello SuzzieQ78,

Unfortunately, we could find no evidence of this casino having a license, so I am afraid there is no regulatory authority to turn to.

I have had no response from the casino so far, upon expiry of the timer I will attempt to contact them once more.

If there is still no response after that, the complaint will be closed as 'unresolved' and have a further negative effect on the casino's rating.

Kind regards,

Adam

Dear SuzzieQ78,

There has been no response from the casino, I will contact them once more as mentioned. In the meantime, please let us know of any developments.

We would like to ask All Wins Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Apart from their usual, "you have breached TC" and "you have attempted to bargain" (as though that is a sin and something only they are allowed to do), there are no further developments.

They do add a remark that goes something like .. " you have 100 euros in your account and you can play and win again. You have the skills!" which I consider beyond arrogant.

They have asked me to forward my case to their complaints department (like I don't know they're one and the same). I have asked them to provide me with the name of their "Authority " as mentioned under article 16. od their Security policy.

They have Betsoft games and games of other providers. If they have a licence to use them, I will contact the game providers directly. It seems illegit to me to use someone's software yet disallow players to use the features the software provides.

A buy in bonus on a 3 euro stake is 300 euros. According to their policy, a player would need to deposit 1000 euros to use the buy in bonus feature. And that's only on a small stake such as 3 euros! Somehow I don't believe players are depositing thousands of euros just to be able to use the buy in bonus feature. The whole thing is a scam and I am not sure game providers allows such misuse of their software. It can't be good marketing for them.

I want to know the name of the " Authority" under article 16 as I believe voiding me of a good will offer because I tried to reach an agreement a direct violation of my legal right to free speech. I want to file a complaint with the "Authority".

I also want to file complaints with all their game providers. Having some experience in business law practice, it seems fishy to me that a game provider would allow such misuse of their software.

I will also leave reviews about the casino on sites that are in the languages I speak.

I now believe Allwins casino is a complete scam and there is nothing that can be done with them. My further plan is to pursue the above.

And yes, my account has been closed due to "investigation".

Dear Adam,

My last post contains sensitive infomation. Please don't post my second picture from the attachment.

We would like to ask the 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 negatively affect its rating.

Dear SuzzieQ78,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I am sorry we could not be of more help on this occasion.

Best regards,

Adam