The player from Finland had requested a withdrawal of €92 over a month ago after making a deposit and winning at the casino. Despite multiple communications with the casino, the withdrawal had still been pending. The player had passed KYC verification and had made successful withdrawals in the past. After the Complaints Team intervened and contacted the casino, an additional check had been conducted by the casino's Risk Department. The casino had confirmed that the payment was completed and the player's account was closed as per their administration's decision. The player had confirmed receipt of the payment, successfully resolving the complaint.
AllReels Casino - Delay in player’s withdrawal request.
Amount: €92
AllReels Casino
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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9 months ago
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.
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9 months ago
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
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9 months ago
Translation
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.
Automatic translation:
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9 months ago
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.
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8 months ago
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.
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8 months ago
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
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8 months ago
Translation
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
Automatic translation:
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8 months ago
Dear AllReels Casino,
Please let us know here in the thread with any updates. We will be waiting to hear from you.
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8 months ago
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.
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8 months ago
Dear nyaredoxvirallinen,
Could you confirm that you have received the payment?
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8 months ago
Translation
Hey,
I have received the payment, everything has come home.
Automatic translation:
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8 months ago
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
