HomeComplaintsAllReels Casino - Player’s winnings were reduced.

AllReels Casino - Player’s winnings were reduced.

Amount: €2,000

AllReels Casino
Safety Index:High
Submitted: 02 Feb 2022 | Resolved : 20 Apr 2023
Resolved Our verdict

Case closed

RESOLVED

Case summary

1 year ago

The player from Austria had her bonus winnings capped. We closed the complaint as ‘unresolved’ but after the casino decided to reconsider its decision and pay the player, the complaint became resolved.

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2 years ago
Translation

Good day. I have been playing at this casino for a very long time and I have rated it very highly. What I now regret. Received a bonus of 100 euros from the bonus shop. I managed to play to 2500 euros and implemented everything. When I requested the payouts, an email came that only 500 will be paid out and 2000 have been canceled. I was assured in the chat that the payout is a maximum of x 25. That would be 2500. According to the email they only paid me x5. You meant depending on the status of the account. It does not appear that only x5 is paid out. It says x 25.and also if it depends on the status of the account. My status is more than high because I have been playing here regularly for at least 2 years. Then I read here on Casino Guru that another player had the same problem and they gave x25 instead of x5. Please help me to get my remaining 2000 euros. Many Thanks

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2 years ago

Dear Jasmin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I have checked the general bonus terms and conditions, and this is what I found (here):


„Bonus terms

...

1.1 Maximum possible withdrawal amount from no deposit bonuses received in the Bonus Shop: x5 of the amount of bonus or funds received from free spins (depends on the status of the account)."


Do I understand correctly that your winnings have been accumulated solely from No Deposit bonus?

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play, especially when it comes to No Deposit bonuses.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

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2 years ago
Translation

Good day. You have only now changed that. I have a screenshot where x25 was at the time I received the bonus from the shop. Also have several emails where they wrote that the status allows to pay out x5. But my status is more than high because I've been playing there for 2 years and have deposited several times a week. Also see that 1 week ago another player in sister casino had the same problem there was still x25. They only changed the x5 now. For me it was still x25. Please help me pay my 2000. file

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2 years ago
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You can also see that the other player who also submitted a complaint to you for the sister casino that the management then paid out x25 instead of x5. So you see that they only changed that now. So at my time on January 3rd it was still x25. Also got the emails where they kept saying depending on my account status. But I'm sure I've paid in a few thousand euros there. I was always satisfied because everything else always worked out. Had a lot of deposits and withdrawals. So please help me to get the 2000 then I will continue to play there, if I don't get the money it's over. thank you

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2 years ago

Dear Jasmin,

Could you please forward me a link for the abovementioned complaint related to a sister casino? Thank you very much in advance.

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2 years ago

filefile

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2 years ago
Translation

Hi. The player's name is Linda and it was about 1 week ago via icebet casino. They first wrote that the player's status was not high enough and then gave x25. But I definitely have a very high status. I've been playing regularly for over a year. That would be more than unfair since it was also x25 in my day.

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2 years ago

Is this the case that you referred to, please?

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2 years ago
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Yes, at my time it was also x25 as you can see on January 3rd and in 2000 they simply canceled it. Although I played all reels for a long time and often. So please help me like the other player x25 to get the remaining 2000. thank you

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2 years ago

Thank you very much, Jasmin, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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2 years ago
Translation

Thanks so much. I'm waiting for answer and solution.

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2 years ago

Hi Jasmin,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite AllReels Casino to the conversation to participate in the resolution of this complaint.

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2 years ago
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Many Thanks. I'm waiting and hoping that the casino will be so fair and pay me my 2000 as well.

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2 years ago

Dear Peter and Jasmin,

I have reviewed your complaint in detail and after providing information from all departments,  we want to notify you:

  1. Each project is different, even if it is a partner site, and each site has its own rules and approach to each client. 
  2. The situation in this case with the casino partner is radically different. For reasons that this is another site and he is subject to their rules and there the situation was as far as we see related to the VIP section, which here on our site is not and was not. 
  3. As written earlier on the site is not provided at the moment VIP system, respectively, the status of the client regulates the Risk Department. The status includes: the amount of deposits, the amount of withdrawals, the amount of bonuses received and the activity of the account. 
  4. And also plays a big role that the client on each his deposit received a bonus and regular loyalty bonuses, almost every day, which the client regularly asked for technical support. 

Based on the account statistics, the player was available for withdrawal of the maximum value of x5 of the amount of bonus, which he received in the bonus shop. 


Let's repeat, it is not winning with real funds, but with bonus funds, and winning funds from the bonus shop is regulated by the rules and the maximum possible amount of funds to be withdrawn.


Our obligations to the client have been fulfilled in full. 


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2 years ago
Translation

Hello All Reels.

Thanks for the answer but that's not true. At that time it was clear x25 in the terms and conditions. They have only now changed that. They wrote me depending on the status of my account. As you already wrote, I deposited very often, whether with or without a bonus, it doesn't matter. The point is that they are fair and the T&Cs are the same in all their casinos so treat players the same. They know that I have played with you very often and enjoy playing, so please be so fair and pay out the 2000. Then I'm also willing to continue playing with you. I think for the amount of money that I have already deposited with you, that would be more than appropriate and fair. Please for solution

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2 years ago
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If you are not willing to act fairly and honestly you will lose me as a player in your and the partner casino. Because 2000 is not a lot of money for you for the money you already got from me. Thank you I am also waiting for an answer.

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2 years ago
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And one more thing, the management is the same. They also initially resisted the other player and only wanted to give her x5 and then they wrote that they would make an exception and give her x25. So don't lie and treat all players equally and fairly. If it's x5 from now on, I understand because you've changed it now, but at the time it was x25. And we don't need to talk about the status of deposits and withdrawals as I have deposited much, much more than I have withdrawn. What they also wrote above almost daily a deposit. So let's deal with it fairly.

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2 years ago

Dear AllReels Casino team,

I hope you are only joking. You can't change the terms of a bonus after the player finished the wagering. It's like buying a Ferrari but after paying, the car dealer decides to only give you a Fiat Multipla. The max cash out of the bonus at the time of the player playing was 25x and therefore she should get paid in full.

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2 years ago
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Dear Peter Thank you for your support. I hope that the casino finally sees it too.

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2 years ago

We would like to ask AllReels Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

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2 years ago
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Hi Peter. Thanks. I'm curious if All Reels will finally get in touch. I have never received a deposit offer since I submitted the complaint and before that almost every day. And today, as soon as the timer ran out, I got a deposit bonus offer. I won't deposit anything there unless they pay me my money. All Reels should finally pay me my 2000 euros.

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2 years ago
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Dear Peter. As you can see, the management always answers all your complaints but not for me. Which clearly shows that you know you'll have to pay my 2000. I hope the casino finally gets in touch.

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2 years ago

Dear Peter,

We repeat that the client does not have VIP status, as the project does not have a VIP program. 

The client was repeatedly notified about his account status, that he is available for withdrawal from the no deposit bonus from the bonus shop in the amount of x5 of the received bonus. (This does not apply to bonuses that the client received for deposits).


In the rules and a screenshot of the client clearly states x25 (depending on the status of the account). The client at the moment had a status allowing to withdraw funds from the bonus x5, which was applied to his account, as well as the client further used them at his discretion. 


The player won these funds from a bonus account, NOT from a REAL BALANCE and not for making a deposit. And this bonus has a restriction on the withdrawal of funds which is strictly regulated by the rules of the project. 


Our position has not changed. The client with this bonus received the maximum possible amount of funds available to him for withdrawal. 

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2 years ago
Translation

They write depending on the status of the account. But you know that I deposited almost every day. It was x 25 as well as the other player. Then why did they change it to x 25 for her. That's unfair. Why have they changed the x5 only now? So don't lie and give me my money.

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2 years ago
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You write I don't have a vip status why do you write depending on my status if I don't have one??? They lie and don't want to pay. If they don't pay the money post it on other sites too and I will never play with you again. Please Peter help me. Thanks

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2 years ago

Dear Jasmin,

If you have questions about the project where you saw the complaint, you can contact them, but they have nothing to do with us, these are different brands and different rules and regulations.

The fact that you funded your account every day, it does not say that you have the maximum status to get x25 from the bonus store. You also on each deposit, I repeat on each, took a bonus and asked for it in Live Chat and you always went to a meeting. 


In this case, you got the maximum possible amount at wagering, which is equal to x5. 


It is your right to appeal to any authorities, as well as the licensing authority.


In this case, we will provide, upon request of the licensee, the entire history of your deposits and show the status of the account and that on each deposit you received bonuses, loyalty and so on. 


Dear Peter,

If you don't see a clear reason why the client wasn't paid x25, we're sorry.

But our position on this customer complaint remains unchanged. 

We never limit winnings for real money, but received bonuses are regulated by each project according to the rules specified for public access. 

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2 years ago
Translation

Dear Peter as you can see they only changed it with x5 and at my time it was x25. Why did they suddenly change it because I'm the 2nd player with this complaint. Allreels doesn't suit me in any way. Would also be open to an interim solution so that I can report the complaint as resolved. So I ask All reels what can you offer me to find a compromise where we are both satisfied and the complaint is resolved?? I hope for an agreement.

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2 years ago
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You have the same management. And the T&Cs were the same at each of their casinos. Yes I received bonuses but that has nothing to do with their terms and conditions that it was x 25 and it was only changed afterwards. For the last time, can we now find an agreement? suggest me something

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2 years ago

Regarding the bonus you received from the bonus store, our decision is unchanged. 


If you wish:

  1. we can credit you a no deposit bonus of 200 EUR with wager x10, no withdrawal limit for this bonus. 
  2. Also we can give you 75% deposit bonus from 25 EUR, no maximum bonus amount and no withdrawal limit for this bonus. 

This is what we can offer for your account at the moment. 


Let us know your decision, please. 

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2 years ago
Translation

I am very disappointed in you. I had so many deposits and withdrawals and everything has always worked out very well except for this time. Can we at least agree that I only get half that is 1000 instead of 2000. Then we both have something of it and I set the complaint as solved. Thanks

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2 years ago

The Risk Department has reviewed your request and have come to a final decision - these are the two bonuses offered in the last post.


It is only your choice to accept or decline this offer, we do not insist on it in any way. 


This is not compensation from x25, but a loyalty bonus to you as our customer. 


We are always happy to see you, and we are also uncomfortable with this situation and that you still can't understand that this bonus was limited by the rules. 


But at the moment we offer you a bonus with no withdrawal limit.


Dear Jasmin, Please let me know your decision. 

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2 years ago
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Apparently that's their last word as they say. Then please give a 500 euro bonus without maximum payout?

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2 years ago
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Dear All reels, do you now agree to the 500 euro bonus with no max withdrawal. Turnover x 10. Then please post it to my account and I will close this complaint?

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2 years ago

Dear Jasmin,

Your tactic of arguing about getting bonuses is very familiar to us, as you regularly asked for bonuses in Live Chat.


We also perfectly understand your desire for a bigger bonus, but please understand that this is not compensation, but a loyalty bonus to you.


That's why we offer you two kinds of bonus:

1. no deposit bonus of 200 EUR with wager x10, no withdrawal limit for this bonus. 

2. 75% deposit bonus from 25 EUR, no maximum bonus amount and no withdrawal limit for this bonus. 

Unfortunately, we cannot offer you a more bonus at this time. 


Unfortunately, this is not bidding. And it's a bonus for you from the administration. 


We look forward to your decision and settlement of this complaint. 

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2 years ago
Translation

Apparently, unfortunately, I will not receive the money that I am entitled to. I guess I'll have to settle for the 200 bonus then. Hope to win something with it. Please post the 200 directly to my account. Thanks

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2 years ago

Dear Jasmin,


The 200EUR bonus has been credited to your account, please activate it under "Bonus".


If you have any other questions, we will be happy to help. 

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2 years ago
Translation

Dear Peter thank you for your efforts unfortunately the casino didn't give in and only gave me a bonus of 200 euros and 75%. Unfortunately, we can't do anything because the casino insists on your opinion. Unfortunately, the complaint did not go well for me.

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2 years ago

Dear AllReels Casino team,

You stated the following:

"The client was repeatedly notified about his account status, that he is available for withdrawal from the no deposit bonus from the bonus shop in the amount of x5 of the received bonus."

I want to see that email or conversation where you informed Jasmin about the 5x max cash out from the bonus. And of course, I mean before she started to play, not after you confiscated her winnings. This is already my fourth case in a row with the same scenario. The casino offers a bonus with a 25x max cashout and when the player wins, the winnings are cut to 5x because of the "account status" or somebody just decided so. No, the rules are clear, the player should get paid in full and I strongly suggest you make the rules transparent for the future.

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2 years ago
Translation

Thank you dear Peter. The casino gave me 200 bonus and 75% yesterday but of course there was no profit at all. I didn't know that there were already 4 identical cases. They only wrote an email after winning that the 2000 were canceled, before that the terms and conditions said x 25 when I won and now they have changed it to x 5. Thank you for keeping trying.

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2 years ago
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Yesterday they wrote the 200 bonus are no compensation for the x 25 but it was clear when I activated the bonus not bonus but complaint solution so I got that yesterday so I can resolve the complaint. Maybe we can still agree.

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2 years ago
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Dear Peter, did the casino pay out x25 in your other cases, right? Then it would be more than fair to give it to me too.

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2 years ago

Hi Jasmin, in some cases the money was paid, in others, it wasn't.

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2 years ago
Translation

OK thanks then I hope that the casino will finally come to an agreement with me and get in touch.

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2 years ago
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Dear All Reels Casino, would you now be ready for a solution that I can close the complaint?

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2 years ago
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All reels does not seem to feel the need to respond to the complaint. All Reels we can agree on an amount that you pay me instead of the 2000 that we can close the complaint. If the casino doesn't get in touch again, you can classify it as unresolved and give it black points. So all reels I'm waiting.

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2 years ago

Dear Peter,

The client was paid all that was previously due. If the client does not agree with the rules of the project, it is not our fault, the rules are always open to each client. 

The rules clearly stated that the maximum possible amount x25 (depending on the status of the account). 

If you take only part of the rule and operate on it, then you can substitute any rules for the client's benefit. The win was received from the bonus balance, not from the real one.


The customer was offered a loyalty bonus, the customer agreed to it and we credited it and the customer used it in full, and now again demands compensation?

We know how a customer communicates and begs for any bonuses and loyalty not only here, but with that every day with our technical support. 


At this point our decision remains unchanged. 

The obligations to the customer were fulfilled in full, and even more, the customer was credited an additional bonus, which he agreed to so that the complaint remained satisfactory, but the customer is not enough unfortunately. 


We see no further point in this complaint. If the customer does not agree with the rules and you support them as well, that is your choice. The rules of the project were detailed. 


Our decision remains unchanged. 

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2 years ago
Translation

Now write the bonus was a compensation above you wrote but the 200 bonus should not be a compensation of x25. They contradict each other and you can see that they talk their way out of it. I even accommodated them that they might only give me 1000 instead of 2000. But you can't talk to them so I now warn against this casino and Peter you can now give this casino a bad rating. Thanks Peter for trying.

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2 years ago

Dear Jasmin,

Also want to notify you that by the decision of the administration you are disconnected from the bonus policy of the project. 

As of this moment no bonuses on the project are available to you. 


But you can play for real money, and withdraw your winnings, without difficulty. 


The decision may be reviewed after one month, upon your request, by writing to support@allreels.com.

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2 years ago
Translation

They still dare to write that. That says it all anyway 🤣 You don't seriously think I'll ever play at you or your partner casinos? They could have had it so easy to just pay me the 1000 instead of the 2000. Then I would have continued to play with you. So they lost a customer who often paid in, 1000 euros would not have been much. You didn't even do that. Your decision and now your consequences.

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2 years ago

Hi all, thank you for your replies.


Dear AllReels Casino team,

Sorry to hear about your decision. The players should know the rules of each bonus before they start to play with it, not after. The complaint will become "unresolved".

Dear Jasmin,

I'm afraid I can't help you with this one and convince the casino to pay you in full. There's the option to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. However, I'm not sure if they will help you with this specific case. I wish I could be of more help.

Best regards,

Peter

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1 year ago

We’ve reopened this complaint at the request of AllReels Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. We received the following message from the casino:


"Dear Casino Guru Team,

 

We would like to inform you that we are ready to reconsider our decision regarding the complaint of the player JASMIN.

Our casino policy has been reconsidered and we are very sorry about this situation with the player JASMIN.

Please note that the Risk Department has reviewed the player's complaint and has taken all aspects of it into consideration.

In case of revision of the complaint of the player, under the rules of our project, we are ready (to withdraw to the account details from which were deposited to the gaming account within 10 working days) the amount of €2,000 specified in the complaint.

In the case of the payment of this amount, the player JASMIN has to confirm his agreement within 10 business days in this complaint and provide details of the payment system to which he wants to receive money.

 

Best regards.

Allreels Casino Risk Department."


Dear Jasmin,

Please respond to the message here.


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1 year ago
Translation

Dear Peter and All Reels Casino. Thank you I agree.

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1 year ago
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I am very happy that the casino has a different view and please transfer the 2000 euros to the bank account. Do you still have my bank details?

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1 year ago

Dear Jasi6,


Please confirm the following paragraphs:

1) The amount of the payment will be €2000 according to the complaint.

2) The payment will be made to the bank account AT22 2070 6*** ***3 5847, which you used before.

3) You agree to confirm that you will receive the payment, by providing a screenshot of your bank account, with the information about receiving the mentioned amount in this complaint.


Best regards.

Allreels Casino Risk Department.

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1 year ago
Translation

Dear All Reels, I confirm the amount of 2000 euros and the bank details are correct as you have written. As soon as the 2000 are in the account I will send a screenshot of the receipt of 2000. Thank you for your decision and that you are still fair trade have.

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1 year ago

Dear Jasi6,


We would like to inform you that the amount of €2000 has been successfully paid to the bank account that you indicated by AT22 2070 6*** ***3 5847.


This may take 3 to 5 working days to be credited to your bank account.

When the payment amount has been received on your bank account, please attach a screenshot of your bank account with the received amount to this complaint.


Best regards.

Allreels Casino Risk Department.

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1 year ago
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I thank you very much that it has been clarified. I will send you a screenshot as soon as the money is in my account. Thank you

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1 year ago
Translation

Thanks again

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1 year ago

Dear Jasi6,


Thank you for your cooperation and for providing confirmation on receiving the payment. 


Best regards.

Allreels Casino Risk Department.

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1 year ago

Hi all,

Thank you for your replies.

Dear Jasi6,

I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter

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