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.