AllReels Casino - Player's funds withdrawal got delayed.

I can't withdrawal my funds. This was not even related to bonus wins or such, I recall it was my own, a playful deposit of 30€ and a withdrawal of 68€. They sent me an email stating that my account is under some security check or something, but despite my inquiries, I have not heard anything back.

Dear mustardtigerr,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Have you completed account verification in the casino?

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,

Tomas

Hey.

• I registered on 18.12.2023 The account has not been blocked, but the notification about the security check came on 17.1.2024.
• Slots on the casino side
• I have completed account verification.

Thank you very much, mustardtigerr, for providing the necessary information. 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 mustardtigerr,

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 payment and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear mustardtigerr,

We inform you that your account is being checked by the risk department of our casino, of which you were notified via the email associated with your casino account 2024-02-22 07:11:26 UTC+0.

Once the risk department checks, you will receive a notification via email associated with your casino account, after which your withdrawal requests will be processed in accordance with the casino's rules.

We inform you that all actions in relation to your account have been and will be carried out strictly in accordance with the current rules of our casino, which you agreed to when registering your account.

Thank you for your understanding.

Sincerely,

Allreels Casino Risk Department.

Dear AllReels Casino,

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

Dear mustardtigerr,

We inform you that an additional check of your account by the Risk Department was completed on March 11th.

2024-03-11 08:50:19 UTC+0 you have received a notification via email associated with your casino account that your payment in the amount of 68 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 2024-03-11 10:23:21 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 mustardtigerr,

Can you confirm you have received your funds?

Dear mustardtigerr,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.