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

I won £600 pounds and they won't pay me out. I've passed verification and I was told numerous time that my withdrawal has been processed, congratulations on your win etc. Then I got a phone call from them telling me I've breached some sort of rule so as a good will gesture they will give me £100 pounds. This is a terrible site. I will be taking this further

Hello Blackking77,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with All Wins Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi

Yes my account was fully verified on 25th October. I was sent an email saying they will be processing my withdrawal. I used real money and no bonus. I got a phone call from the casino on 2nd november saying as I've not adhered to their rules my withdrawal will no be processed but as a good will gesture they will give me £100 pounds. I turned this down. I have deposited over 700 pounds and I won fairly but they state I didn't stick to some rule which is in the terms and conditions

This is what they sent me. Its ridiculous

Hello Blackking77,

We strongly disagree with term the casino based their decision on as it is unfair to limit the bets based on deposits (without any bonus active), therefor the casino had no right to confiscate any balance. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you

Hello there,

Thank you Blackking77 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask All Wins Casino for their help in resolving this complaint. We would like to know what rule has the player violated and what can we do to help resolve this issue.

Thank you!

Ok thank you

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.

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 can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter