AllReels Casino - Player's large withdrawal is delayed.

Hello,

I made a deposit with a welcome bonus at this casino and managed to hit the jackpot. I performed a KYC verification because the casino's withdrawal limit is €500 per day, so my withdrawal had to be made in three parts.

The first withdrawal was approved immediately, but after the second withdrawal, I received a message from the risk department regarding a review.

After waiting for a few weeks, I sent a new message and received the same response again.

I need help to get my winnings back, as my money is being withheld with no rules or terms being broken.

Hello noutaja,

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 if your account is already verified and if yes, since when exactly? Is your account currently still open? If yes, can you please forward your betting history to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Helllo,

My account got the second account verification notification on 10th of january. I replied to it on the same day.

My account is still open.

I sent the betting history everything the casinos website was visiblle and accesible to me.

My last talk was:

20th of february and got a response on the same day. "Dear Joonas Surakka,            

We would like to inform you that your game account is undergoing additional check by the Risk Department.

We will notify you by email when the check is complete. 

We hope you understand.

Regards, Finance Department!"

Hello noutaja,

Can you please clarify since when exactly are those checks ongoing? If possible, please forward the betting history in excel or pdf format (if possible to download it from the casino website) and the communication between you and the casino regarding this case to nikolas.b@casinog.guru.

Hello,

I am not able to download the betting history from the casino.

I sent you email with all the communication between me and allreels.

Thank you noutaja for all the information provided. As we will require more details from the casino, your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello noutaja,

I'm Michal and I have taken over your complaint. I have reviewed your case and just so you know, it is an industry standard that once a withdrawal in a higher amount is submitted the casino Risk Department checks the player's gameplay and this of course takes a bit of time

I will contact the casino to shed more light on this.

We would like to invite AllReels Casino to join the conversation.

Dear AllReels Casino,

Could you please share information about when the player's gameplay check is completed and the withdrawal processed?

Dear noutaja,

We inform you that your account has been checked by the risk department of our casino.

2024-03-08 06:05:08 UTC +0 You have been notified that your payment has been successfully made in the amount of 200 EUR.

2024-03-12 09:30:08 UTC +0 You have been notified that your payment has been successfully made in the amount of 200 EUR.

2024-03-15 06:55:12 UTC +0 You have been notified that your payment has been successfully made in the amount of 200 EUR.

You have also submitted another withdrawal request in the amount of 200 EUR.

These withdrawal requests are processed on an individual schedule, by the rules:

9.2. The finance department has the right to determine its own payment and withdrawal terms, 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.

You can also always request a customized payment schedule by contacting kyc@allreels.com.

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

Sincerely,

Allreels Casino Risk Department.

Dear noutaja,

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.

Hey,

I have received withdrawals of 200e for nothing.

The withdrawal was stuck for 10 days again.

Dear Noutaja,

I acknowledge your less-than-satisfactory user experience regarding withdrawal times. Nevertheless, the casino team is adhering to the withdrawal rules stipulated in their terms and conditions while processing your withdrawal request.

To my understanding, you should have already withdrawn €800 by now. Could you please confirm the remaining amount you wish to withdraw?

hey,

i have received 600€, not 800.

So we are 200€ short.

Dear Noutaja,

Thank you for clarifying.

Dear Allreels team,

When can the player expect the remaining withdrawal to be paid out?

Dear noutaja,

Please be notified that the payment for your account has been successfully made. Please confirm receipt of the funds.

Sincerely,

Allreels Casino Risk Department.

Dear noutaja,

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.

Hey,

withdrawal was okay and i have received my money.

Great news, noutaja. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the situation has been resolved and they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru