AllReels Casino - Player's account is inaccessible, preventing withdrawal.

Mein Konto ist verifiziert und ich spiele schon sehr lange. Ich wollte mein Geld auszahlen lassen und seitdem kann ich nicht mehr auf mein Konto zugreifen. Den Support habe ich schon 2 mal kontaktiert, aber keine Antwort.

Hello femme-fatale,

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

Could you please advise since when is your account fully verified? 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

Hallo Nick,

Mein Konto ist seit Januar 2023 vollständig verifiziert. Ich habe 150€ von meinem eigenen Geld eingezahlt und keinen Bonus angenommen. Ich kann hier einen Screenshot beifügen von der Fehlermeldung. Ich habe bereits 2 E-Mails geschrieben am 29.07.2023 und am 17.08.2023.

Vielen Dank.

Herzliche Grüße

Ivona

Hello femme-fatale,

Please forward any conversation with the casino or screenshot you have regarding this case to nikolas.b@casino.guru.

Dear femme-fatale,

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

Hallo Nick,

ich habe jetzt die E-Mail mit den Screenshots gesendet.

freundliche Grüße

Thank you femme-fatale for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi femme-fatale,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask AllReels Casino to join this conversation and share more information regarding the case.

Could you kindly explain the reason for blocking the player's account and withholding their winnings?

Thank you.

Best regards,

Tomas

Dear femme-fatale,

We have made a detailed check regarding the situation with your account.

We provide data on your account

2023-05-11 you have applied for withdrawal in the amount of 161EUR and 0.80EUR you have left on the gaming account.

2023-05-11 the finance department has requested documents from you to verify your account by writing to your email: i.kukic@gmx.de 

We inform you that account verification is performed precisely when considering the withdrawal request. Until 2023-05-11, you did not apply for withdrawal and did not pass account verification.

The following documents were requested from you:

- A screenshot of your bank account with the following information on it:

Bank Account Number / IBAN (International Bank Account Number).

Bank ID / BIC (bank code)

Detailed address of the recipient (postal code, street, city, country)

* Please also repeat in writing your bank details (IBAN, BIC, detailed address of the recipient).

- A color copy of the credit / debit card used for deposit (both sides). For security reasons, only the first 6 and the last 4 digits of the card may be visible. The digits on the back and the CVV must also be covered.

- Your selfie with your driver's license in hand.

Within 90 days from the moment of requesting documents for verification, you have not provided documents.

According to the punt of the rules:

14.6.1. AllReels reserves the right to close your account and terminate the terms and conditions unilaterally if:

- the user has not logged into his account for 90 days in a row;

- the user did not confirm ownership of the account (did not pass through the verification procedure), did not confirm his payment method within 90 days, or refused to go through verification, AllReels has the right to write off the remaining funds from the inactive account in its favor.

Your FEMMEFATALE account has been closed. You have been notified of the closure of your account also by an email to your email i.kukic@gmx.de

The Finance Department has repeatedly notified you within 90 days that you are required to verify your account, but there has been no response from your side.

The administration of the casino has reviewed your situation and is proceeding to help you.

You need to provide the specified list of documents by e-mailing - kyc@allreels.com

After verification is completed, your account will be opened and you will be able to withdraw your winnings.

Best regards.

Allreels Casino Risk Department.

Dear femme-fatale,

Can you please provide the casino with the requested documents? Kindly let us know once you do so.

Thank you.

Kind regards,

Tomas

Hallo Tomas,

ich bedanke mich herzlich für Ihre Hilfe und Mühe. Ich habe jetzt alle geforderten Dokumente an Allreels gesendet am Sonntag, den 8. Oktober 2023 um 15:49 Uhr. Ich bitte um Entsperrung meines Accounts.

Freundliche Grüße

Ivona

Dear femme-fatale,

The Finance Department has checked the documents that you have sent. It was determined that you did not send all of the documents.

Please check your e-mail, and send all the documents requested from you by the Finance Department of our casino - to complete the verification of your account.

Best regards.

Allreels Casino Risk Department.

@Allreels

ich habe die geforderten Unterlagen am Donnerstag, den 12.10.23 um 8:58 Uhr per Email nachgereicht.

Gruß Ivona

Dear femme-fatale,

On October 12, the documents you sent were successfully checked by the finance department and your account was successfully verified, of which you were notified by email.

Also on October 12 your account was opened and your game balance was restored. You can make a withdrawal request or use the funds in the amount of 161,80EUR for betting on games.

Best regards.

Allreels Casino Risk Department.

Dear femme-fatale,

Can you please update us once you have made a successful withdrawal? So we can consider the case resolved.

Thank you.

Kind regards,

Tomas

Dear Tomas,

The player's account was successfully verified and the request for withdrawal in the amount of 160EUR to the player's bank account was successfully processed by financial.

The specified amount should be transferred to the player's bank account within 1-5 working banking days.

From our side, all obligations to the player were fulfilled strictly according to the rules of our casino.

Best regards.

Allreels Casino Risk Department.

Vielen Dank dafür.

Ich melde mich, sobald ich meine Auszahlung erhalten habe.

Freundliche Grüße

Ivona

Ich habe heute meine Auszahlung erhalten. Vielen lieben Dank Casino Guru!!!!

Dear femme-fatale,

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,

Tomas