AllStarz Casino - Player’s winnings have been confiscated.

I am experiencing a problem with this casino. I was playing with bonus money after making a deposit, completed the required wagering, and requested a withdrawal of €210. This morning, I received an email stating that my winnings were canceled because I played games that I wasn't supposed to play with bonus funds—something that isn't true. In their bonus terms, they list certain games as contributing 0% towards wagering if played. I only played one of these games, "The Dog House," after I had completed the wagering. They are thieves.

Hello Kouratzina,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with AllStarz Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Was this your first ever bonus in the casino?
• When was the last time you spoke to the casino and what was it about?

We believe that playing restricted games should not lead to confiscation of the player's winnings as the casino should technically prevent the player to even access those games.

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

My account has been verified as they informed me, I spoke to the casino again today and they told me that my money was seized and they can't do anything about it. What they did to me is very unfair

I still haven't figured it out with the casino, I'm sending them a chat saying that this was all unfair and for 5 days in a row every day they tell me that the issue has been forwarded to the relevant team and they are looking into it. They're lying to me, I need your help.

I also send you the lies they tell me

Hello Kouratzina,

Would it be possible to provide the specific conversation where they claim that your winnings were confiscated due to playing with restricted games?

You can forward it to nikolas.b@casino.guru.

Regards,

Nick

I sent you two photos in an email with the conversation where they told me that my winnings were confiscated, Mr. NIKO

I sent Mr. NIKO an email to the address he gave me. I am also attaching a photo of the email the casino sent me that my winnings were confiscated. They also tell me that I used a no deposit bonus, while I used the first deposit bonus.

Hello Kouratzina,

Thank you for the communication provided.

Is there any deposit history window which you can make and send a screenshot of to nikolas.b@casino.guru as well?

Regards,

Nick

The casino replied to me three days ago and returned my deposit of €30 and told me that there was a misunderstanding, I want my winnings of €210 back.

Hello Kouratzina and thank you for all the information provided.

As long as you breached the terms only by playing restricted games, the casino should not confiscate your winnings.

I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you very much Mr. NICK I am waiting for your colleague

Hello, Kouratzina,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear AllStarz Casino team,

Could you please explain the player's situation in more detail? Why has the user's withdrawal been cancelled and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence and the applied rule(s)?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

However, please note we do not see it as a justified reason to confiscate the user's winnings if he played restricted games with an active bonus, especially, if he played them after the wagering requirements were fully met or he played games with 0% contribution to the bonus wagering requirements. In such a case, they should not be considered restricted games but rather not counted to the bonus WRs. There are several ways how it could be enforced on the casino's side to prevent players fall into such a situation. If you are interested, I can explain it.

Thank you.

Good morning, I spoke with allstarz casino today and asked them why they don't come out to answer publicly and this is what they told me

Dear player,

We would like to extend our sincerest apologies for the issues you’ve encountered with your winnings. We understand your frustration, and we want to assure you that we are actively reviewing the situation with our support team. We take your concerns seriously and are working to resolve the matter as quickly as possible.

Please understand that the first level support agents are only doing their jobs to assist and ensure everything is in line with our policies. We kindly ask for your patience and understanding while we investigate further.

Rest assured, we will update you with the latest news as soon as possible. Thank you for your patience, and once again, we are truly sorry for the inconvenience caused.

Best regards,

Viktor | Casino Manager

Please stop lying this morning in support you told me that the matter is over for the casino and I will not get back the money I won

Hello, we've re-checked your case and found the following :

You deposited, got a bonus and lost both. As part of the 1st deposit bonus, you got free spins in Big Bass Bonanza, and went play on not just 1, but 3 restricted games with the win from free spins. The games you played : The Dog House Megaways, The Dog House Multihold and The Dog House.

We returned to you the initial deposit of 30.00 €.

We would like to extend our gratitude for your patience by giving you 20 free spins in 5 Lions Megaways.

All you have to do is login and play them, the free spins are awarded automatically.

Best regards,

Viktor | Casino Manager

I want the rest of the money back, not free spins.

Dear Casino Guru Team,

We would like to express our heartfelt gratitude for your ongoing support and for bringing to light the recent issue regarding the player’s winnings. Your detailed feedback and assistance have been invaluable in helping us identify areas where we can improve.

At AllstarzCasino, we are committed to offering the best possible customer experience, and your insights play a vital role in that process. We take all feedback seriously and will continue to work hard to ensure that we meet and exceed the expectations of our players.

Thank you for being an essential partner in our journey towards providing better service. We truly appreciate the opportunity to learn and grow through your guidance.

Warm regards,

Viktor | Casino Manager

Hello xristospavlou1990, kindly give us some time to re-review and talk to our internal team.

Will get back to you today.

Regards,

Viktor

I want the rest of the money back, what you did was not legal, it doesn't say prohibited games anywhere, it says that it has 0% of the turnover and I didn't make any turnover from these games.

No problem, as i said, we are re-checking with legal team and will get back to you today.

Wait

I also trusted you and continued to play money at your casino even after what you did to me.

I want to say a big thank you to the casino, they returned my money back. With this move they show that they are an honest casino. I will continue to play only at this casino

UPDATED (January 28, 2025):

What great news, Kouratzina!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. 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.

ADDITIONAL EMAIL FROM THE CASINO AFTER THE COMPLAINT CLOSURE:

"Hello xristospavlou1990, you were in fact right and the terms were not clear enough, so we returned your winnings. It is only fair, we are just sorry we couldn't have done it sooner. The communication always goes through support chat, and they did their job correctly from a workflow standpoint.

We are glad everything is resolved and feel free to reach out if anything else is needed,

Regards,

AllStarzCasino Team"

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.

Thank you very much, AllStarz Casino Team, for your help and cooperation! We appreciate your approach.

Best regards,

Branislav, Casino.guru