The player from Germany is experiencing difficulties withdrawing his winnings due to an alleged self-exclusion in sister casino.
AllReels Casino - Player’s winnings have been cancelled.
Amount: €2,450
AllReels Casino
Safety Index:Very highSafety Index
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9.2
AllReels Casino has a Safety Index of 9.2, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Closed
Our verdict
Unjustified complaint
REJECTED
Case summary
12 months ago
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3 years ago
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I signed up at the casino and won almost € 2500. When the payout was about to be processed, I received an email that I had been banned from partner sites due to gambling addiction. Therefore, all winnings will be canceled. It is unbelievable that the partner sites that I registered with days ago and only lost did not give any information about it. Ie these losses are not reimbursed? But profits are not possible? Even though I'm banned from dozenspins, burningbet and regalscasino? Please help me stop these crooks and warn other players. Screenshots attached.
I was never registered with allreels before!
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3 years ago
Dear Stefan,
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 ever requested your account to be closed or suggested a gambling problem when communicating with the casino? Could you please advise if you have self-excluded yourself from any other casino in the past?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
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I never blocked myself from allreels! The account was open, I deposited and won fairly. I wasn't registered there before. The provider closed the account himself and canceled all winnings. The casino does not respond to any of my further emails. I sent the e-mail as a screenshot.
At burningbet, a partner casino, I had myself blocked years ago and opened a new account with exactly the same data a few days ago. The casino welcomed the losses of € 1000. I didn't get the money back.
I don't know that I'm not allowed to play at another casino where I didn't even know that they belonged together. If I had lost, I would certainly have liked to keep playing.
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3 years ago
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Just one more time to clarify: I have just registered with the partners Regals Casino and Burningbet and only lost. 1000 € each. The casino didn't complain and didn't refund anything.
With allreels, where I was not registered before, do you block the account independently after I have won and am blocked at a partner casino? Do you suddenly reimburse the bets? At the other two casinos, of course, they take my losses with them and don't reimburse anything? Obviously, you have to urgently warn against the provider!
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3 years ago
Dear Stefan,
Could you please forward any relevant communication between you and All Reels Casino to petronela.k@casino.guru? Thank you very much in advance.
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3 years ago
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Some emails sent and forwarded. Unfortunately, allreels doesn't answer me at all.
For flimsy reasons, you don't want to pay a profit. Untrustworthy!
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3 years ago
Thank you, Stefan, for the forwarded email. Could you please advise if you have ever self-excluded yourself from any of the following casinos https://validator.antillephone.com/validate?domain=allreels.com&seal_id=abed2a2ffaf5a546923a58344c012405b56b80c90daa90eae7fd4bcc140cbf63319d1070b64921e5167243626b004510&stamp=a7fdf7fdfd5ef2dc2b2a2589868acdf1:
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3 years ago
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With burningbet and stelario I excluded myself. I think lecturer spins too. Of course, I cannot know that these casinos belong together. That they steal my profits because of that is crazy. I registered with burningbet last weekend, lost 1000 € and then closed the account. I was not reimbursed for the money, although my accounts with the partner like stelario had already been closed due to gambling addiction. Obviously, the casino only reacts if users win. They can lose ... unbelievable. I have just sent a stelario screenshot of my account, which was closed due to gambling addiction. If the profits are already stolen, they would at least have to reimburse the losses from burningbet and the payment of allreels. Instead, the provider steals the profits and does not reimburse anything. Please consider carefully whether you would not support better here. Otherwise I will no longer register using the links on your site in order to be stolen from such dubious providers. Not paying out because of such flimsy excuses is really the peak of what I have experienced so far.
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3 years ago
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Incidentally, they didn't even reimburse me for my stakes today. Every email remains unanswered. Especially since I am still wondering how I should find out that burningbet and allreels belong together. With burningbet I lost a lot of sums and they don't reimburse that either. And now, with a small profit, do you still bag it? I expect your help, otherwise I can no longer register with such providers using the links here.
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3 years ago
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Especially since the provider already knew my addiction from stelario, Regals Casino and burningbet. Then he could have closed the account, but he didn't because I only lost there. That could have happened with allreels - so of course it would be better to leave it open. It really is time to block such bad and fraudulent providers! I am now not supposed to receive fair winnings ... unbelievable
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3 years ago
Hello Stefan.
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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3 years ago
Hello Jozef,
Below we will describe in detail all the points about the player after a detailed check with our partners.
The first account of SPORTWETTE2 player was registered on 26.03.2021 and was closed because of gaming addiction at the request of the player on the project burningbet.
After 11.09.2021 player creates on the project allreels login SPORTWETTE2, with other personal data as well as phone number, e-mail, address, etc.
Also on 12.09.2021 the player creates a login SPORTWETTER2 on the project burningbet, again with excellent registration data.
On 12.09.2021 the player SPORTWETTER2 on the project burningbet asked to close his account since he is gaming addiction. The account is closed within 24 hours according to the rules.
This data was provided to the partners to check on their part end close his account since he is gaming addiction problems.
Since the player entered different data everywhere when registering, trying to mislead everyone, time was allocated to find the player Risk Department.
2021-09-13 at 08:18 a.m. The Risk Department found a player with similar data and was shut down according to project regulations due to "game addiction".
Meanwhile, the player made a deposit 2021-09-13 at 06:30 in the amount of 100eur.
Accordingly, the player was blocked due to gambling addiction, and all his winnings were canceled according to the regulations of the project.
In this situation, the Risk Department conducted a full check, the player was closed on all partner projects.
But since the player indicated everywhere different personal data in the shortest time to close it on all projects was not possible. But based on this situation, the player thus tried to mislead all projects, thereby obtaining benefits for himself by violating the rules of the project that he guarantees to indicate only valid data at registration.
Nevertheless, the player on all projects was closed within 24 hours according to our project rules.
Moreover, the player disregarded the rules of the project, namely:
Also according to the rules of the project, the player is obliged not to open a new account. The Casino is not responsible for you opening a new account and any losses you may incur after opening a new account. We reserve the right to close any account that has been created in violation of these rules at any time.
The player is a scammer who tries to mislead every project and you also, unfortunately.
If necessary, we will provide all data to players, as well as personal data at the request of the licensing authority in confirmation that the player everywhere indicated false data in an attempt to circumvent our system of blocking players with a gambling addiction.
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3 years ago
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Only a different email address was given, all other data would be exactly the same. I was banned from stelario for a long time because of gambling addiction, but I could open a new account with burningbet. The fact that I should already have an account with allreels is completely new to me. You have liked to bag my losses everywhere, but profits are apparently not welcomed! It is not for nothing that you obviously only need a new e-mail to be able to play with the exact same data again. Pay out the winnings, you have taken all losses with you. The losses were far higher. You didn't even reimburse the stake - that says it all.
I see two options to resolve the case fairly.
1) you pay out my winnings
2) you reimburse my bets from burningbet and allreels
Alternatively, you are the fraudster, because a new registration with a different email is deliberately allowed. All other personal information was the same. Or you faked that.
If you don't go into that, Casinoguru will hopefully lower your rating drastically to warn others!
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3 years ago
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How questionable this provider is is shown by the fact that even the stakes were not reimbursed, although this was announced by email. The cheater is allreels casino. I haven't even played a bonus at any time. Please warn others about this obviously greedy scam casino and drastically lower the rating!
As my complaint about Regals Casino, which belongs to the same provider, shows, the provider deliberately did not answer my request for self-rejection so that I lose more. The casino does not respond to this open complaint at Casinoguru, as it is aware that you have acted wrongly. You just don't seem to want to reimburse any money because you are extremely greedy and multiple registrations are possible as soon as you enter a new email address.
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3 years ago
Dear AllReels Casino team.
Thank you for your cooperation in this case. Please, could you forward all the mentioned data to my email address (jozef.k@casino.guru)?
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3 years ago
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And then gladly send the data of all sister casinos to Casinoguru. I always registered with the same data and changed the email address at most.
As I said, the casino didn't even refund the stakes, despite the announcement that they were refunded in a few days. It's been weeks. Obviously right?
I am noted with both emails in all blacklists. The arguments are just plain bold.
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3 years ago
Hello Jozef,
All necessary information has been emailed to you at jozef.k@casino.guru.
Some information is classified for security reasons. But it will be enough for you to be convinced that we are right and that everything was done by us according to the regulations.
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3 years ago
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It is always legal to delete winnings from players because they are registered as addicts at a sister casino. And it is completely ok not even to reimburse the stakes despite the announcement. Fortunately, every possible new customer reads this here!
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3 years ago
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Even after many more days, the casino has not even refunded the stakes, despite the announcement. These should allegedly be reimbursed well over a week ago. Casinoguru has also received the email
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3 years ago
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Despite the announcement by email, I was not even reimbursed for the stakes. That clearly shows how this provider acts. Greed without end. I have never claimed any bonuses and in no way have I cheated. Please make sure that no new users fall for this provider.
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3 years ago
I am extending the timer by 7 days because we need more time to evaluate the case.
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3 years ago
Dear Stefan.
I am very sorry about the situation, but I am forced to reject your case. On the evidence provided by the casino team, it is clear that you were trying to bypass the protection and register (different email, phone number, added surname into the first name, missing address number, change in capitals). Therefore, we believe you are not obliged to receive the refund.
Since you have multiple complaints about similar topic (plus there are ones where the topic is quite different), I recommend you to check our article about responsible gambling and I highly recommend you refrain from playing in any online casino.
If you do not agree with our decision, you can try to contact the licensing authority of the casino. I can help you with it, although I am convinced that their opinion would be the same.
Best regards, Jozef
