The player from Germany self-excluded in one casino, but the sister casino confiscated his winnings due to this self-exclusion. We ended up rejecting the complaint because it was duplicated.
AllReels Casino - Player’s winnings were confiscated.
Amount: €1,000
AllReels Casino
Safety Index:HighSafety Index
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8.9
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Case closed
Our verdict
Other
REJECTED
Case summary
8 months ago
Public
Public
3 years ago
Translation
I registered at the casino mentioned above and lost € 1,000. I have the account because Gambling addiction closed. Subsequently, I was not told that I am not allowed to register at any of the partner casinos. After I deposited and lost, none of the partners responded. But when I won € 2,450 at the partner casino allreels, the provider closed my account and canceled all winnings. Not even the stakes were reimbursed! The casino never responded until I suddenly won a few €.
All attempts to contact you have failed. No email will be answered. Losing is allowed, but winnings are not paid out. I have NEVER used bonuses.
Automatic translation:
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3 years ago
Hello Stefan,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that All Reels Casino (https://allreels.com) is the casino that confiscated your winnings? Also, do I understand correctly that your deposits haven’t been returned?
Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
Translation
That's correct - I sent the relevant emails. At Burningbet I was able to log in again with the exact same data, even though I already had an account there. Gambling addiction had closed. The account with the user sportwette2 was already closed when I was able to open the account with the user sportwetter2. All personal details were the same, I only had to change the e-mail address. The provider is not interested in gambling addiction. I'm in all kinds of lock files. The provider apparently deliberately allows new registrations by only changing the email.
I was not reimbursed for any stakes here either.
Edited
Automatic translation:
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3 years ago
Thank you very much Stefan for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Hi Stefan,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite All Reels Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
Hello Peter,
This is the second complaint from the client.
All points of this complaint are described in detail from our side in the first complaint player which is handled by your colleague Jozef.
And also we have provided all the evidence of compliance with the rules from our side to the e-mail address jozef.k@casino.guru.
