AllCashBack Casino - Player has not received the promised funds.

Absolutely untold issues with this casino.

To get straight to the point I signed an agreement with them to accept 500 gbp GOODWILL GESTURE basically so I wouldn't report them or take my issue any further.

I am still after over 100 emails have not got the funds and yet they say they sent it. They never. They just block my emails, never reply. This is going on since April.

I have lots of emails from them saying it's sent, then they say they have to contact the provider sending the money oh the excuses are endless.

Still to this day I have not got the 500 pounds.

So distressed over it. I had been with them for a couple of years, I won 5000 euro they took 4600.00 of me and come up with excuses as to why I couldn't have my money. They paid me 200 pounds as a goodwill gesture that time. So many issues, no wonder i feel how i feel.

Thank you for your help.

Rachel G***.

I contacted the gambling commission about these I don't know how i can add the emails in attachments. They are important for you to see.

And also emails from allcashbackcasino. I Also contacted a Solicitor in this case, I have the email if you want it.

Basically i have copied some info from an email but this started in April. (I think before this actually) I can email you anything else that will help.

Re: Good will gesture

AllCashback Casino <vip@allcashbackcasino.com>

To:RACHEL G*** <r***110@btinternet.com>

03/04/22 10:08

1

 

 

Hello Rachel,

The 500 euros was sent back to your credit card ending in 7010.

Check that account please. You should see 5 transactions totaling 500 euros.

If it has yet to arrive, please give it more time but I can confirm that payment was made 100%.

Regards,

AllCashback Casino Support

AllCashback Casino <vip@allcashbackcasino.com>

To: RACHEL G*** r***110@btinternet.com;

08/04/22 09:38

1

 

 

Hello Rachel,

We are checking with provider as your funds already should have been reached your account.

We will update you.

Regards,

Compliance Team

On Thu, Apr 7, 2022 at 1:20 PM, RACHEL G*** <r***110@btinternet.com> wrote via Mail:

PLEASE READ THE FOLLOWING WHEN IT WAS ASSURED PAYMENT HAD BEEN SENT.

I NEED RECIEPT FOR THIS TO GIVE TO MY BANK.

IT HAS NOT GONE IN MY BANK.

RACHEL

On Thu, Apr 7, 2022 at 1:19 PM, RACHEL G*** <r***110@btinternet.com> wrote via Mail:

THE PAYMENT STILL HAS NOT REACHED MY BANK. I AM FED UP WITH ASKING IF THE PROVIDER DETAILS CAN BE SENT TO ME SO AS MY BANK CAN TRACE THE PAYMENT'S.

THANK YOU.

RACHEL G***

On Thu, Apr 7, 2022 at 8:59 AM, RACHEL G*** <r***110@btinternet.com> wrote via Mail:

I'm being totally ignored by everyone at allcashback and I'm very ill right now.

I'm just asking for senders details so my bank can trace these payments. its been 10 days and nothing has reached my bank. 

the bank will trace the payments.

could you please have the decency to reply.

many thanks 

Rachel G***

On Thu, Apr 7, 2022 at 3:52 AM, RACHEL G*** <r***110@btinternet.com> wrote via Mail:

I NEED THE PROVIDER DETAILS SO MY BANK CAN TRACE.

MAYBE YOU WILL HAVE THE DECENCY TO REPLY.

THANKS FOR THE STRESS. 

RACHEL G*** 

On Thu, Apr 7, 2022 at 3:51 AM, RACHEL G*** <r***110@btinternet.com> wrote via Mail:

thank you for all this stress. 

I STILL NEED THE PROVIDERS DETAILS SO AS MY BANK CAN TRACE THE PAYMENTS 

RACHEL G*** 

On Wed, Apr 6, 2022 at 5:06 PM, RACHEL G***<r***110@btinternet.com> wrote via Mail:

why is no one replying to me.? 

Hello rachelgould67,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Before we move forward with this complaint could you please clarify the reason why you should receive these funds?

Looking forward to hearing from you.

Best regards,

Kristina

The merchants they were using to take my funds were reading I had been on safari in Africa. Using a lactation specialist and more.

I had informed them of gambling issues and closed the account. They said I never informed them. I had a long break not using the site and then played again with them. I will copy here of the very first email they sent me regarding the good will gesture.

Hello Rachel,

Thank you for your emails. I read all three.

To be honest, I'm very disturbed by the things you mentioned. You have been a member of ours for a long time and at no point have you ever made it clear to us that you have a gambling addiction. Now that you've stated this, we would like to help.

For starters, I've gone ahead and blocked your account. In addition, I've spoken with finance and gotten approval from them to send you 500 euros as compensation. Please let me know if you wish to receive this 500 euros and I will help set it up.

Looking forward to your reply Rachel.

Kind regards,

Jack

VIP Account Manager

AllCashback

On Tue, Mar 22, 2022 at 4:58 PM, RACHEL G*** <r***110@btinternet.com> wrote via Mail:

SOKOKE VIEW LTD

A NIGERIAN COMPANY OFFERING SAFARI'S.

THIS IS NOT ACCEPTABLE.

But these companies are not registered as GAMBLING hence the visa payments going through.

I am extremely unhappy and my mental health is at its rock bottom right now.

Rachel G***.

Over a hundred emails and still nothing.

They ignore me.

Can send anything you need.

Thank you

Rachel G***

More from them. I signed an agreement to accept 500 euro.

Here is more.

Hi Rachel,

Yes we received them. Before we can go ahead and proceed with the 500 euro payment, you will need to agree to a compensation agreement.

In the upcoming 24 hours you will receive an email agreement from our compliance team.

Read it over and if you agree, reply saying you "agree" and once thats done it will be sent over to our finance team for payment.

Kind regards,

Jack

VIP Account Manager

AllCashback

On Wed, Mar 23, 2022 at 7:15 PM, RACHEL G*** <r***110@btinternet.com> wrote via Mail:

I sent replies today. Have you received them?

Rachel G***

Sent via BT Email App

They replied they received I signed the agreement accepting 500 as a goodwill gesture.

I still have not received.

Rachel G***

More from them

AGREEMENT & REMOVAL OF CLAIMS

Rachel G***

and

Allcashback Casino

Agreement date: 24 March 2022

Both parties agreed:

Allcashback Casino will pay Rachel G*** 500.00 EUR as a goodwill gesture.

In the event that the credit card option is not feasible, the funds will be transferred by wire transfer. As agreed, Rachel G*** will provide all relevant information or documentation as requested by the financial department to facilitate your payment.

Rachel G*** hereby releases and forever discharge Bronze Casino from any and all claims, causes of actions and demands of every kind and nature arising from her account at the casino.

No information about this settlement will be disclosed to anyone other than by stating that the complaint has been resolved.

Rachel G*** acknowledges that she had not made any chargeback claims against the casino for any of the deposits that recorded in the casino account and will not make any chargeback claims in the future about them.

If you agree to the above terms to provide your acceptance by responding "I Agree" with your full name and date.

Regards,

Allcashback Casino

Compliance Department

Sent with Kayako

I agreed to it because of my mental health and I never had the energy to fight with them. This all caused for my Barclays bank to close my account.

Very upsetting all of it.

Like I said I got untold emails from them, excuse after excuse.

Never have I received the 500 goodwill gesture.

Thank you so much for your help and time.

Rachel

MORE FROM THEM I HAVE SO MANY EMAIKS FROM THEM SAYING IT WAS SENT THEN THEY HAD TO CHECK WITH PROVIDER AS TO WHERE THE MONEY WAS. IT WAS EXCUSE AFTER EXCUSE.

The bottom line is I have still to this day NOT RECEIVED MY 500 EURO.

Hello Rachel,

The 500 euros was sent back to your credit card ending in 7010.

Check that account please. You should see 5 transactions totaling 500 euros.

If it has yet to arrive, please give it more time but I can confirm that payment was made 100%.

Regards,

AllCashback Casino Support

On Fri, Apr 1, 2022 at 6:12 AM, RACHEL G*** <r***110@btinternet.com> wrote via Mail:

As agreed between myself and you the 500 Euros has still not gone into my bank. 

I have contacted the bank and they inform me that international payments should go in with 48 hours to a maximum of 3 working days. 

Can you please confirm and send proof this has been sent. I have been told different things to the status of thus payment since the agreement was agreed. 

Thank you 

Rachel G*** 

Sent with Kayako

DO YOU NEED ANY MORE.

LIKE I SAID ITS BEEN EXCUSE AFTER EXCUSE AND I STILL DONT HAVE MY MONEY. OF COURSE I QUESTION THEM BUT I GET DIFFERENT REPLYS.

ANOTHER ONE SENT TO ME:

Hello Rachel,

Just got an answer from provider and your refund transaction is appearing as pending, they are on it.

Unfortunately, we do not have an exact day when your money can reach an account as it's an international transaction and may take up to 10 business days to appear on your account. But we can confirm that your funds are on their way, awaiting for a proof from provider so we can send it out.

Kind regards,

Compliance Department 

On Mon, Mar 28, 2022 at 9:31 AM, RACHEL G*** <r***110@btinternet.com> wrote via Mail:

I notice this is not in the bank. 

Can you send proof please it was sent the other day as said. 

Rachel 

ONE MINUTE ITS SENT THEN IT'S WITH PROVIDER THEN THERE CHASING PROVIDER THEN THEY DONT KNOW THE PROVIDER.

HONESTLYI HAVE RECEIVED EVERY EXCUSE AND LIES FOR MONTHS.

Do you need any more?

They never ever did send proof.

I'm going through hundreds of emails.

Do you need anything else?

Thanks

Rachel

You see my Son committed suicide due to gambling addiction and after his death 11 years back I have had addiction and then gone into rehab and Bern to N.A I still go to N.A trying to help me.

Yes the last couple of weeks I have relapsed and lost 3k on other sites all of which I learn are unlicensed or have some kind of problem with the sites.

I even asked a casino to close an account I can't remember what site they said I had to provide all kyc and just wouldn't close it. Terrible really. I'm trying to find what site it was as I asked a few.

I joined gamstop years ago. Offshore casinos love vulnerable people like me.

Thank you any information you need I can send

Thanks again.

Rachel

AGREEMENT & REMOVAL OF CLAIMS

Rachel G***

and

Allcashback Casino

Agreement date: 24 March 2022

Both parties agreed:

Allcashback Casino will pay Rachel G*** 500.00 EUR as a goodwill gesture.

In the event that the credit card option is not feasible, the funds will be transferred by wire transfer. As agreed, Rachel G*** will provide all relevant information or documentation as requested by the financial department to facilitate your payment.

Rachel G*** hereby releases and forever discharge Bronze Casino from any and all claims, causes of actions and demands of every kind and nature arising from her account at the casino.

No information about this settlement will be disclosed to anyone other than by stating that the complaint has been resolved.

Rachel G*** acknowledges that she had not made any chargeback claims against the casino for any of the deposits that recorded in the casino account and will not make any chargeback claims in the future about them.

If you agree to the above terms to provide your acceptance by responding "I Agree" with your full name and date.

Regards,

Allcashback Casino

Compliance Department

Sent with Kayako

Note it reads BRONZE CASINO ON AGREEMENT

I never played on Bronze in my life.

I later find out its a sister site.

Anything else to help I can send.

I only wanted my 500 euro. Still never ever received and resulted in Mt Bank Account being closed.

Very upset.

Rachel

The moment I mentioned they were using merchant's to bypass visa as in not registered with visa as gambling, I contacted them. They offered me the goodwill gesture.

I can provide bank statements to prove I have never ever received the goodwill gesture. Its very upsetting. The online chats, the emails. You might wonder why I'm do depressed and I'm previous messages it should read G.A.

I'm a disabled lady of 55 years old with progressive multiple sclerosis and c.o.p.d and mental health issues. I also suffer with memory problems hence when I remember things I send on to you.

Yes it all makes me feel absolutely suicidal. Of course I'm under my doctor and the the resources we have here in the UK.

Again I thank you for your time.

Rachel 😢

My card with Barclays was also blocked from gambling transactions yet the transactions still went through due to the merchants not verified with VISA UNDER THE GAMBLING CATEGORY.

so upsetting all of it.

Thank you for your reply, rachelgould67. Just to make sure I understand everything correctly - you informed the casino about your gambling problem and requested account closure. This was not done and you were able to continue playing. When the casino found out, they promised you a refund of €500. Is that correct?

Could you please forward me the message in which you informed the casino about your problem for the first time? (My email address is kristina.s@casino.guru.) How much money did you deposit after sending this message, please? Do I understand correctly that your account has been blocked?

Sent reply to.your email

Thank you.

I asked in there chat to close account.

I am sorry, rachelgould67, but if the recipient of deposits is the only reason for this goodwill gesture, and you don't have evidence that you requested self-exclusion due to gambling problems before you made these deposits, we are not able to proceed further with this complaint. I agree that if the casino promised you this, they should keep their word, but unfortunately, we cannot ask the casino to pay you anything without a valid reason for us.

If there is any other evidence or information that would help us to support you in this case, please forward it to me, otherwise, I will be forced to reject this complaint. Thank you very much for your understanding.

Well is there agreement not enough evidence?

Thanks for your help.

I never asked for nothing of this casino.

They offered it to me.

They never paid.

Like I said I closed the account online on the chat.

Thanks.

Rachel.

I truly hope that the casino will process the transaction, but as I said, we cannot force the casino to pay something we don't think they must pay. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.