AllReels Casino - Player's withdrawal is significantly delayed.

I made a deposit to the casino as part of the bonus program. I played the bonus completely in accordance with the casino's terms and conditions. After I met the bonus rollover requirements, I initiated a withdrawal. The casino paid me the initial withdrawable amount of €1700, but €779 still remains in the "pending" stage. The casino now claims they have a large workload, which is why they haven't been able to complete my withdrawal. I've been waiting for the remainder of the withdrawal for 2.5 months already, and the casino just keeps repeating the same explanation about being "busy" and is now not responding to me at all. I have already completed the KYC procedure for this casino successfully as I have previously played there.

Dear Toni98,

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.

Could you kindly specify which bonus you took? Please send me the screenshot or the link to the bonus.

When was the last time you communicated with customer support regarding your delayed payments?

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

The casino offers several welcome bonuses and I made that deposit to the casino's second welcome bonus. I don't understand how I could get a screenshot of it because I have already redeemed it a long time ago and it is no longer visible to the player after redemption! But it was 100% another welcome bonus. I have been in contact with customer support many times and every time they just claim that they are urgent... The last time I contacted the casino was almost two weeks ago.

Thank you very much, Toni98, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 Toni98,

My name is Mirka, 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?

Thank you in advance,

Mirka

Dear Toni98,

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

Once the risk department checks, you will receive a notification via email associated with your casino account, after which your withdrawal requests will be processed in accordance with the casino's rules.

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,

Allreels Casino Risk Department.

Dear Toni98,

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

2024-03-07 11:22:55 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.

Dear Toni98,

I hope you have received the necessary clarification from the casino.

Have you been able to meet the requirements of the casino, and escalate the withdrawal request?

Thank you for your answer.

Dear Toni98,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Toni98,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.