AllReels Casino - Delay in player’s withdrawal request.

I made an deposit of 20,00€ played in their casino, made an withdrawal of 92,00€ and it has been well over a month now since the request I made. The person in chat tells me that the withdrawal is underway but nothing has changed since.

Dear nyaredoxvirallinen,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I have passed KYC Verification, I collected this profit without an active bonus because it was a raw deposit and I have made successful withdrawals before.

Thank you for your reply, nyaredoxvirallinen. How long did it take for the last withdrawal to be processed?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I've sent an email to you with all the information regarding the casino.

Thank you very much, nyaredoxvirallinen, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@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 nyaredoxvirallinen,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear AllReels Casino,

Could you possibly provide additional information regarding the delayed withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hey,

I have not received an email from you regarding the matter.

How long does the inspection take? However, I've already waited almost two months so you'd think that the inspection has already been done.

Kind regards.

nyaredox

Dear AllReels Casino,

Please let us know here in the thread with any updates. We will be waiting to hear from you.

Dear nyaredoxvirallinen,

We inform you that an additional check of your account by the Risk Department was completed on March 7th.

2024-03-07 10:20:11 UTC+0 you have received a notification via email associated with your casino account that your payment in the amount of 92 EUR has been successfully completed.

We ask you to confirm receipt of payment.

We also inform you that your account was closed by decision of the administration without the right to reopen, of which you were notified by email 2024-03-07 13:25:17 UTC+0, in accordance with clause 14.5 of the casino rules:

- AllReels, in turn, reserves the right to close your account at any time, terminate the Terms of Use and provide you with written notice using the contact information in your account.

The casino is not responsible for opening a new account or for any losses you may incur after opening a new account. We reserve the right to terminate an account created in violation of these rules at any time.

This decision is final and cannot be changed.

All actions regarding your account are carried out strictly within the framework of the rules of our project.

Sincerely,

AllReels Casino Risk Department.

Dear nyaredoxvirallinen,

Could you confirm that you have received the payment?

Hey,

I have received the payment, everything has come home.

Dear nyaredoxvirallinen,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal V, Casino.Guru