The player from Germany encountered issues with her withdrawal after winning 2000 euros. The casino requested additional documents for verification and also conveyed that a check of her gaming session was needed. We contacted the casino, and it informed us that the payout was split into installments, later the player was notified about the exact dates when the payment were to be processed. Later, the player confirmed receiving the whole amount of her withdrawal requests, so we closed the complaint as resolved.
AllReels Casino - Player's large win is delayed due to additional checks.
Amount: €1,200
AllReels Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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9 months ago
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Hello
I have the following problem. I registered at this casino on 7/6/23 and also immediately had my account verified. Uploaded my ID, proof of address and proof of payment. Then the status was verified during the check. Today I deposited another 20 euros without a bonus, I won 3 different slots, always with a bet of 1 euro, and continued to play. Then I played Book of Fallen, also every round with a bet of 1 euro. In one round I got 10 free spins and won 2000 euros. I went to the live chat to ask how I can withdraw because I saw that you can only withdraw 400 euros here, they told me 3 withdrawals at the same time. I did, and asked again later in the chat. Yes it was ok, but then I was asked if I hadn't received any email from the finance department. No, I didn't, and I already had this problem with Dozenspins, that I didn't get any email. In the chat, the content of this email was made available to me, in which it said that I should send the missing documents. Which wasn't a problem for me and I then sent them to kyc support. But I was shown the content of another email that I can't understand at all. My gaming session needs to be checked. I looked at the game history, but weirdly I can only see the game history right up to just before that one game. Very strange. I am sending the content of the 2nd email here
Your game session has been sent to the game provider for verification. As soon as we receive a reply from the gaming provider regarding your gaming session and bets, we will notify you immediately by email. The review of your withdrawal request has been postponed until the game provider provides an official response. An additional check is carried out according to paragraph 2.4.1 of the rules. of the project: 2.4.1. The finance department may defer processing a withdrawal request due to additional verification. The exam takes 3-14 business days.
Is it now a delay in my payout? Is it checked here whether I would have cheated??? I played normally and legally. My feeling is not good as I also had a problem with my payout at Dozenspins and this casino belongs to the same provider.
I have already won such an amount in other casinos in this game, what is unusual about the fact that you have to have it checked???? Or am I being tested here???? Can't understand all that. Maybe you can help me?
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9 months ago
Dear Gretche70,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem and fully understand your frustration.
Could you please specify the date when the casino informed you that your game session has been sent to the game provider for verification?
Please note that the casino is eligible to do any additional verification checks if needed. Usually, we recommend the players wait up to 14 days and if they do not receive any message by then, we’ll intervene.
I hope we will be able to help you resolve this issue as soon as possible. Thank you for your patience and understanding.
Best regards
Veronika
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9 months ago
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Hello Veronika
Thank you for accepting my complaint
That they ask for additional documents is completely ok for me.
I just don't understand the game session audit. I found out all this yesterday on July 10th, and only in live chat. They would have sent me 2 emails but I didn't get them, not even in the spam folder. The strange thing is that I can only see the course of the game until shortly before the one game in which I won the 2000 euros. Have all screenshot and full chat history
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9 months ago
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I can't get any further in this casino, I constantly have to go into the live chat to ask what the status is. I should wait until I get an email. But that's exactly my problem. I'm not getting any, not from finance and not from support. I created a new email so that I could get any information at all, I sent it to the support, finance department and live chat. But nothing comes there either. On the 11th I asked again in the live chat for the status. They showed me another letter asking me to send screenshots of my bank account, I had sent a bank statement which they didn't accept. I sent the screenshots and haven't heard anything new in the live chat since then. They just keep saying I have to wait for an email. For days I have been addressing the problem that I am not receiving any emails, but there is simply no response. I think it will be a long process that will not end well.
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9 months ago
Do I understand correctly that the casino asked you to send them a bank statement but your document was rejected? Have you tried sending them another one?
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9 months ago
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Hello
No, I got this from the casino.
please send us the following documents:
- 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)
Receiver's detailed address (zip code, street, city, country)
Please also repeat your bank details in writing (IBAN, BIC, detailed address of the recipient).
- Your selfie with your passport
I had sent them everything, selfie with passport, everything again in writing and then simply sent a current bank statement, because all the data you want is on one page on this statement. I didn't think anything of it, but
Unfortunately, they did not accept this account statement, they preferred screenshots with all the data.
Ok then I sent the screenshots on 11.07 and haven't heard anything since then. I don't get any emails anyway and in the live chat I was told the status hasn't changed. I can only contact the live chat, my emails to support or finance are ignored.
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9 months ago
Thank you very much, Gretche70, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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9 months ago
Hi Gretche70,
I've just reviewed your case and am sorry to hear about your struggles with the verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear AllReels Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if you have received all the documents from the players? What were the reasons to reject some of them?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
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9 months ago
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Hello Natalia, yesterday I wanted to inquire about the status in the chat. That's when I saw that they approved a payout of 400 euros for me. In the chat I then asked if my account was verified. The employee Henry said I must have received an email. I told him that I have not received a single email to date. He said everything would be ok with you, I should look at my settings in my email account. I wrote him that I've been writing every day for almost 2 weeks, that I'm not getting any emails and that it's not because of my settings, this topic has always been ignored. Another Allreels employee told me to create and send a new email so we can keep in touch. I did that, but I still haven't received anything on the new email address. I asked him to show me the email in the chat, the others did too. He said it would only say that my account was verified. I asked about the exam, he said it was over. I couldn't imagine anything underneath it and asked him again to show me the email. Which he finally did. It says my account is verified and the check was successfully completed. Ok thank god I thought. Only on 7/10 I requested 3 withdrawals of 400 each and they only approved one. Again I asked why only 1 withdrawal was approved then he just sent me a standard reply which the finance department checks daily and if I had any questions about the withdrawal I should write to the finance department. Which doesn't do me any good since they don't answer me. I decided to end the conversation because I couldn't get any further here. There are no correct answers. Since only 3 payments are allowed to be active, I then applied for another one with 400 euros. Now I have 3 active payments of 400 euros each and still 600 euros on the account that I would also like to pay out. So still 1800 euro total deposit. I don't know why they only authorized me to withdraw 400 euros. Maybe they want to hesitate now because I've filed a complaint here. I want to leave the case open until I get my money. It's all a bit strange. I can also send the chat history
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9 months ago
Dear Gretche70, I'm glad to hear that your account is now verified.
So just to sum up, you currently have one approved withdrawal request of 400 EUR, which you haven't received yet, 3x400 EUR pending withdrawal requests and additionally, there's 600 EUR on your balance. Is this right?
We will certainly keep your complaint opened until you receive your funds.
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9 months ago
Dear Natalia,
We have reviewed the player's complaint in detail and provide detailed data on his account ****.
The player deposited 2023-07-10 10:20 UTC+0 in the amount of 20EUR.
On 2023-07-10 11:43 the player made three withdrawal requests for 400EUR each.
According to the current rules of our casino, every player is obliged to pass the account verification procedure.
2023-07-10 15:00 UTC+0 The player was sent a email requesting to provide documents for account verification, as well as an email stating that his withdrawal requests were delayed due to the сhecking of the game session. Such check be provider takes from 5 to 14 business days.
The player also addressed the live chat, complaining that he does not receive mails to his e-mail. All information on the emails sent to him was successfully provided in the live chat.
2023-07-17 after receiving all necessary documents for account verification and completing the verification of the game session by the provider - player's account ****, was successfully verified.
2023-07-17 request for withdrawal of 400EUR was successfully processed by the financial department of the casino. Since the payment was made to the bank account, the average time of receipt of withdrawal is 2-5 working banking days. This term of receipt of funds of our casino can not affect.
On 2023-07-17 also the player made another withdrawal request.
As you can see all actions in our casino in regard to the player were carried out in accordance with the current rules. All payments to the player will be made and the funds will not be withheld.
Dear Gretche70,
Please confirm that your withdrawal request has been successfully processed, and as soon as the withdrawal is received, please confirm it.
Best regards.
Allreels Casino Risk Department.
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9 months ago
Dear AllReels Casino, thank you very much for your explanation.
I will now set the timer for 14 days while we'll wait for the confirmation about the received funds.
Dear Gretche70, please let us know as soon as you receive your first withdrawal.
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9 months ago
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Hello Natalia
Yes, a payout from July 10th was approved yesterday, and these 400 euros were immediately in my bank account. 2 withdrawals from 10.7 and 1 withdrawal from 17.7 are pending, of 400 euros each. And 600 euros are still on my game account, which I would like to have paid out. But I can only apply for this once the other payments have been completed.
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9 months ago
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Here are my outstanding withdrawals and my account balance at Allreels. So that you don't think that I'm telling something wrong.
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9 months ago
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I'm really wondering why they aren't processing my further withdrawals???
The casino writes above, all payments are made. So why was only one edited from 10.7 until now??? For me a totally dubious behavior, they don't stick to their own rules.
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9 months ago
Dear Gretche70,
Both the verification of your account and the payment of winnings are made strictly in accordance with the current rules of our casino with which you have agreed and committed to fulfill.
Payments for your account are made according to an individual schedule.
9.2.- Allreels has the right to determine its own payment and withdrawal terms and maximum and minimum withdrawal amount for each procedure, which may differ depending on the withdrawal method, account status and other possible factors affecting the withdrawal process.
You can always find out the payment schedule of your withdrawal requests by contacting the Finance Department or Live Chat.
Best regards.
Allreels Casino Risk Department.
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9 months ago
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I can find point 9.2 with you, but this has nothing to do with what you write there. My account is verified and my profit checked, and now you are making a payout plan? I was just on the live chat, again I just got the answer I need to contact the finance department. I don't need to write there anymore, I haven't received a single answer to this day.
You can also send the payment plan here, I have no problems with that. And so also Casino Guru and also the players can see this plan. I'll post the plan here anyway. I assume I get a special payment plan since I filed a complaint here. I have never heard of a payment plan at any casino, even the worst. On your page you state that you will pay out the payment in 2 days, then you should also correct that, because you don't do that.
Now I googled the topic of payment plan and really found a complaint at Cosmicslot with the topic of payment plan. Only this player won 15000 euros and I just won 2000, and you have to create a payment plan for that? This player was paid 400 euros once a week. How is it with me, once a month? I can't believe it because I think if you explained your payment plan properly on your site, no one would play at your site anymore.
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9 months ago
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Maybe the casino representative here can send me the payout schedule. Live chat don't know anything, I have to write to the kyc myself. I did this at noon today and then I went to the live chat again this evening because I still haven't received any emails. I asked if I got a reply from kyc, he sent me a message that came from Casino Windetta. Windetta??? Ok he apologizes for the wrong emails. Then he sent me a message that I no longer need any documents. Another wrong message. Do you see now that I can't get any further???? You make a payout plan for 2000 euros, pull it out extra, hoping that the payout will be canceled???? The money gambled away??? Or because I filed a complaint here???? Which reputable casino does something like this? For the last 2 weeks I've been saying every day that I don't get any emails and they don't even check themselves. No they just say it's up to my settings. Just weird that I get the emails from every other casino except altacore casinos and they don't even address this issue. I feel totally bullied by this casino
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9 months ago
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Now I've read through the terms and conditions again and can't find this section that the casino sent here. According to the casino:
9.2.- Allreels has the right to set its own terms of payment and withdrawal, as well as the maximum and minimum withdrawal amount for each procedure, which may differ depending on the withdrawal method, account status and other possible factors affecting the withdrawal process
Where is that written please???
I only found this one
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9 months ago
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Update: I actually got an email from the finance department this morning with the payout plan. You pay out 400 euros on Mondays and Thursdays. They have now also processed a payout from 10.7. As soon as it is in my account I will confirm it here. I have now given another 400 euros in payment. Now there are still 200 euros on my game account, which I would like to have paid out as soon as the next one is processed. I've really never experienced that you get a payout in installments. Also don't understand why you can only request 3 payouts at the same time if you pay in installments anyway.
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9 months ago
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Wow another email after I requested another 400 euros to be paid out, then there were probably no problems, but my emails were really ignored
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9 months ago
Thank you for the updates, Gretche70.
I understand your dissatisfaction with the speed of withdrawal processing, but it really seems to be a common practice with many online casinos, that there're some delays in payouts that can be caused by many factors (including payment processors, which casinos cannot affect).
In your case, it is stated in the Terms&Conditions of the AllReels Casino: the casino allows a maximum of 400 EUR per transaction, and only 3 simultaneous transactions. Please, check the terms on the website:
This is also mentioned in our review, that the casino has low daily withdrawal limits.
For now, it seems that the casino is willing to cooperate and I hope that your withdrawals will be processed according to the plan you shared and all your funds will be credited to you in the nearest time.
Regards,
Natalia
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9 months ago
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Hello Natalia
Very interesting for me to see what you sent me. Strangely enough, I can't see that in my case. What I can see under point 9 I send here. And yes, it is stated here at guru that this casino has a low withdrawal limit, but it was nowhere stated that you can get the payment in installments and get a payment plan for it. Yes, the casino seems to agree to the cooperation, and maybe only because I filed a complaint here. Because if I didn't have that, I would still be waiting for an answer today.
Incidentally, the 2nd payment of 400 euros from 10.7 was credited to my bank account
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9 months ago
Dear Gretche70, I'm glad to hear that you keep receiving your payments.
I checked the terms of the casino again, and the issue seems to lie in the website address - I made a screenshot from the main website allreels.com, but when I checked the website with the German VPN (where you are located), it redirected me to allreels.eu/de and the terms there do not contain these specifications indeed.
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9 months ago
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Hello Natalia, thanks for the tip. I've just tried to open allreels.com, but I can't even get to that page, only to eu/de. Then the casino would have to adjust it that way, surely there are still several German players registered with them??? And to be honest, I don't even know what VPN means. According to the plan, another payout will be processed tomorrow, then I will have the last 200 euros paid out. And if they stick to it, then the last payment would have to be processed on 8/3. They only work on Mondays and Thursdays, I really hadn't seen that in any casino before.
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9 months ago
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I got my 3rd payout of 400 euros yesterday and also applied for the last 200 euros to be paid out. According to the email with the payout schedule, I should get a new notification for each payout. I still haven't received anything over the 200 euros, so I don't know when this amount will be paid out.
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9 months ago
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Hello Natalia
Yesterday I deposited another 25 euros and won. When my account balance was 1000 euros, I canceled the 200 euros that were due for payment so that I could have another 3 x 400 euros paid out. My account balance was then 1200 euros. But then I could only apply for 2 X 400 euros, since 1 payment of 400 was still in progress. This was processed today and has already been credited to my bank account. Of the 400 euros that I then wanted to pay out, I gambled away another 100 euros and then gave 300 euros to the payout. All in all, I currently have 2 x 400 euros and 1 x 300 euros, which I will no longer cancel. If the casino is here, then I ask you to send me a new payment plan. Because according to the last payment plan, I should automatically get a new payment plan with every payout. But that is not the case and I no longer get an answer to emails to Kyc.
I was paid all my money from this complaint, in installments, but I got it. Only without that complaint I might still be waiting.
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9 months ago
Dear Gretche70,
All payments for your account are made according to the payment schedule provided to you by the Finance Department.
Your complaint was based on the fact that our casino does not pay out winnings.
As you can see, our casino pays absolutely all winnings and operates strictly according to the established rules.
Also today you have been sent a payment schedule - please check your email carefully.
Dear Natalia
At the moment all obligations regarding the player's complaint have been fulfilled in full.
Best regards.
Allreels Casino Risk Department.
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9 months ago
Dear AllReels Casino, thank you very much for your cooperation on this case.
Dear Gretche70, since you finally received the amount that was initially in question in full, I consider this complaint to be resolved. Though it took some time, I'm glad that all the money was credited to you as requested per your withdrawals. I hope, that your further withdrawal requests will be processed and sent to you according to the plan the casino sent you in a private email.
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,
Natalia
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