AllReels Casino - Player's withdrawal delayed.

I deposited 30€ at Stellaris on 11.1.2024 and requested a withdrawal of 39€.

This was not concerning any bonuses or free games. They still haven't paid and have provided no explanation as to why?

Dear jmlgamebox,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with AllReels Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• When was the last time you were in contact with casino support and what did you discuss?
• Is this complaint assigned to the correct casino? Please provide a screenshot of your withdrawal request with the casino name, or website link visible.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

My account has been verified. I started playing there in December 2023. I have made successful withdrawals from the casino before. I played this win with real money, there were no bonuses or free spins involved. I have sent an email about it, but it has not been answered.

Thank you very much, jmlgamebox, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear jmlgamebox, 

My name is Katarina, and I will be assisting you in solving this case. Now, I would like to invite AllReels Casino representative to join this conversation. 

Dear AllReels Casino, could you please provide more information about this case? 

Looking forward to your reply, 

Katarina

Dear jmlgamebox,

We inform you that your casino account is under additional check by the risk department, of which you were notified by email (********/@gmail.com) linked to your account 2024-01-17 08:26:54 UTC+0.

As soon as the check of your account by the risk department is completed, you will be notified about this by email associated with your account.

We inform you that all actions in relation to your account have been and will be carried out strictly in accordance with the current rules of our casino, which you agreed to when registering your account.

Thank you for your understanding.

Sincerely,

Risk department of AllReels Casino.

Dear AllReels Casino , 

Would you please share with us on how long is this player going to be reviewed by your casino’s risk department? 

Dear jmlgamebox,

We inform you that all your withdrawal requests have been successfully completed by our Financial Department.

2024-03-11 08:50:19 UTC +0 You have been notified that your payment has been successfully made in the amount of 39 EUR.

Please confirm in this complaint that you have successfully received all of your funds.

Sincerely,

Risk department of Allreels Casino.

Thank you for the fast response, AllReels Casino. 

jmlgamebox, could you please advise if you have received the payment?

Yes, the withdrawal is reflected in my account, thank you!

Thank you, jmlgamebox, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.