All Wins Casino - The player's winnings were voided.

They said i had bet more than 30% but i was betting with winnings i put a withdrawal request for 6000 but they took it all and refunded 100 i was playing on live roullette so i was betting as i was winning surely this is the idea of playing if this is the case its a rip off

Edited due an auto respond.

Hello Moyle61,

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 is yes, since when exactly? Can you recall how many times did you bet over the maximum allowed limit? Was the 100£ returned to you the amount you deposited?

Please note that the player needs to be careful when playing with a bonus as breaching the conditions may lead to situations like this.

Looking forward to your answer.

Regards,

Nick

Why was i allowed to put the bet on if it was a breech of the rules i was winning before this so called breech wa suppossidly done so why take all the winnings this is a rip off i had put in 300 so when i lost they still took my money and nothing was said about breaking the rules what is the point of betting if when your winning you cant increase the stake so why are they acceppting the bet they only void it if you win and not if you lose this site should be banned for unfair gameing practices total rip off

Hello Moyle61,

We would like to see the online casinos to implement a system which would prevent the players to bet over the maximum allowed amount but unfortunately this is not yet a casino standard. Can you access your betting history and forward it to nikolas.b@casino.guru? If not, can you advise how many times did you bet over the allowed amount?

Yes my account is verified im not sure how many times i exeeded the limit because i didnt know there was one and yes 100 was returned to my account and is still there please help this happening to anyone else as this is unfair they make enough money without robbing people they should be made to pay for this scandelous rule or be banned from trading

Hello Moyle61,

What about the betting history? Are you able to access it and forward it to nikolas.b@casino.guru?

If I went over the limit why did they accept it when I lost but took it off me when I won

Hello Moyle61,

The final decision is only made when you try to withdraw your balance. Until then the casino does not check the betting history. If they found out at that point that you have breached the terms, they void your balance. However, it also depends on how many times did you bet over the max limit and if that bet was a winnings or losing one.

When I lost they accepted the bet I think I bet over the supposed limit and lost so why didn't they refund my stakes then they only refunded my stake when I won and cancelled my winnings (rip off they should be banned) unfair gaming

Can you take steps to stop this unfair casino

Hello Moyle61,

I would still require to see the betting history from the time you have used the bonus. Can you please forward it to the above mentioned e-mail address? Please note that without the evidence, our hands are tied.

Dear Moyle61,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Dear Moyle61,

Was there a bonus active during those bets? Based on the forward history it is visible that you did bet over the maximum limit multiple times and even won with them, if a bonus was active, the casino had every right to void the balance as you did breach the terms of the bonus.

Please let me know if there was a bonus active.

No there was no active bonus

There was no active bonus

Thank you Moyle61 for the information. We believe that there shouldn't be any bet limitations if the player is not using any bonus on his casino account. If you did play purely with real money, the casino had no right to void any balance.

I will now forward your complaint to my colleague Jozef who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Moyle61,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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’.

How can it be unresolved why can't you do something about this it's 6000 not 60 please help me and stop them doing this to anyone else

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Moyle61,

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. The casino is licensed, I can help you with contacting the licensing authority, although I am afraid that their opinion would back the casino (they behaved according to their T&Cs). 

Our position is quite opposite. The maximal bet limitation on the real money play has no justification. There is no unfair advantage you gained, and it is not an industry standard. We respect if the casino decides to limit it, however, it should be enforced by the software, so the system prohibits you from breaching such a condition.

This is not the first complaint of its kind that we received about a group of these casinos, and applying this condition is one of the reasons why they are so badly rated on our website. In the future, I highly recommend you to choose the brand with at least a very good reputation on our site. You may avoid similar problems, but also in case of any issues, the resolution would have a much bigger chance of success.

Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

jozef.k@casino.guru