AllReels Casino - Player’s withdrawal is delayed.

I deposited 200 for the welcome bonus on Allreessille. I won from the casino and did the necessary verifications for the casino and email, but I haven't heard anything back from the casino. I have been trying to inquire about the withdrawal but I'm not getting any responses. Can you please assist me? Thank you in advance.

Dear alexanderelias,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with AllReels Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Can you please confirm if your identity documents have been approved by the casino? Have you sent all the required documents on time and in the correct format? Also, could you let me know the date when you sent the last of your documents?

Additionally, can you please update me on the status of your withdrawal request? When did you submit your withdrawal request exactly?

Finally, can you please tell me the date and subject of your last communication with customer support?

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

Best regards

Veronika

my identity card has been accepted. the other documents have been approved, I have inquired about the status of my return by e-mail several times, but without success. repatriation 13.12.2023. the last document was sent on January 9, 2024.

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

Dear aleksanderelias,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite AllReels Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Dear aleksanderelias,

We inform you that your account is being checked by the risk department of our casino

2024-03-20 09:33:20 UTC +0 An email was sent to you from our financial department to the email address that is linked to your casino account.

Please follow the instructions provided in the email to expedite the processing of your withdrawal requests.

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

Sincerely,

Risk department of Allreels Casino.

thanks for the answer. I sent the necessary documents to e-mail according to the instructions.

Hello aleksanderelias, do you have any updates please?

Hi. I sent the casino the receipts that the casino requested from me, nothing has been heard since then.

Dear AllReels Casino, could you please state the reason why the player's withdrawal has not yet been paid out and when can he expect the payment?

Dear aleksanderelias,

2024-04-04 09:37:18 UTC +0 You received an email from our financial department, notifying you that you have successfully completed verification at our casino.

2024-04-05 05:20:08 UTC +0 You have been notified that your payment has been successfully made in the amount of 400 EUR.

You have also submitted another request for withdrawal of funds for 394 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,

Risk department of Allreels Casino.

Dear aleksanderelias, could you please confirm once you have received the first payment, please?

Hey. I have received the first payment that appears on my account.

Hello aleksanderelias, do you have any updates regarding the second payment, please?

Yes it is. the repatriations have come. the matter has been resolved, thank you all for your cooperation

Dear aleksanderelias,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Dominika

Casino.Guru