All Wins Casino - Pelaajan voitot on laskettu x10 viimeiseen talletukseen.

Hi

I had 1900 euros pending a withdrawal, sent all the documents and received an email informing me that the maximum I can withdraw is 600 and the rest of the win was canceled. According to the casino rules the maximum withdrawal is 5000 euros. To make matters worse, I received an e-mail informing me that 600 euros was approved and so far I have not received anything in my account. I spoke with a chat operator and asked how much I would receive my money. They replied that the documents were ok but they could not do payment.

Can you change the withdrawal limits like that?

Can you help?

Thanks

Olá

Eu tinha 1900 euros pendente de levantamento, envei todos os documentos e recebi um e-mail a informar-me que o máximo que posso levantar é 600 e o resto do ganho foi anulado. Segundo as regras do casino o máximo de levantamento é de 5000 euros. Para piorar a situação recebi um e-mail a informar que 600 euros foi aprovado e até agora não recebi nada na minha conta falei com um operador em chat e perguntei quanto ia receber meu dinheiro responderam que os documentos estavam ok mas que não podiam fazer o pagamento.

Podem alterar os limites de levantamento assim?

Podem ajudar?

Obrigada

Dear Carla,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked general terms and conditions (no bonus terms), and this is what I found https://www.allwinscasino.com/general-terms-conditions/?lang=en:

"When a player's total deposit amount equals or is less than €200, the player will be limited to withdrawing up to x10 of the deposit currently in play. This rule will also be taken into account in a case where the Casinos sees that a player made additional deposits, specifically to surpass this rule."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider this rule to be unfair and predatory when it’s applied to a real money game. Please, could you confirm, that you have accumulated winnings without any active bonus and clarify how much was your last and lifetime accumulative deposits? Ideally, you could forward your "cashier" history to petronela.k@casino.guru

Hi

Thanks. I sent the reply to your inbox.

And yes, I accumulated the earnings without an active bonus.

Olá

Obrigada. Enviei a resposta para sua caixa de email.

E sim acumulei os ganhos sem bônus ativo.

Thank you very much, Carla, for your reply and for forwarding relevant screenshots.

Do I understand correctly that after deposit of €65 you have requested first withdrawal for €1,600?

Subsequently, you’ve received an email that you’ll get paid in two installments but also you should deposit more, is that correct?

Therefore, you’ve cancelled your withdrawal deposited additional €65 in three payments and requested another withdrawal of €1,900 which was capped at €600.

Looking forward to hearing from you.

Hi

Yes . After depositing 65 I requested a withdrawal of 2400 but they said it was too much and that I had to keep playing and making deposits in order to advance in my level and speed up the withdrawal. Then I canceled and made a new withdrawal request from 1900 and made 3 more deposits totaling 65 euros.

Thanks

Olá

Sim . Após o depósito de 65 solicitei um saque de 2400 mas disseram que era muito e que eu tinha que continuar a jogar e fazer depósitos para puder avançar no meu nível e acelerar o levantamento. Depois cancelei e fiz um novo pedido de levantamento de 1900 e fiz mais 3 depósitos no total de 65 euros.

Obrigada

Thank you very much, Carla, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you

Muito obrigada

Hello Carla.

I am very sorry to hear what happened to you. I wished, you read our review before you signed up to this casino.

Unfortunatelly this casino has many similar cases, and the problem here is that the casino believes it is all right to put basically whatever into the rules, and players must play by these rules—my best advice: withdraw what you can and play in a different casino.

I prefer to wait until your withdrawal will be completed and then invite the casino representative into the discussion. (for better safety)

Please let me know when the withdrawal will be complete.

Thank you. The problem is that I do not know when I will receive, it has been 20 days since I placed the order and so far nothing.

Muito obrigada. O problema é que não sei quando vou receber, já passaram 20 dias desde que fiz o pedido e até agora nada.

Hi

I already received the 600 euros transfer. And now ? Thanks

Olá

Eu já recebi a transferência dos 600 euros. E agora ? Obrigada

Now we can invite the casino representatives into the discussion. But unfortunatelly in similar cases, they just wrote it's according to their T&C's. (which are predatory) So my advice is, you should find a better casino, with the rating at least 8.

Thanks. But if I didn't play with bonus money, do these conditions still apply?

Obrigado. Mas se eu não joguei com dinheiro do bônus mesmo assim se aplica estas condições?

Well, in good casinos with real money you can play without limitations, and the only limit is what system allows you. (a maximum bet, minimum bet etc.) However, there are casinos which put totally unfair rules, and they are affecting even real money play - like in your case.

So short answer is yes they apply, but these conditions are predatory and should be removed. Only bad casinos use them to confiscate the legit winnings.

Thank you for reaching out to us.

We will review the withdrawal involved and update you of the outcome.

Regards

Thank you for your patience.

We understand that Carla was informed by her account manager that there was an error when the withdrawal was approved. The balance was restored and a total withdrawal of 1900EUR was paid to the players account.

@Carla, can you please update us if you receive the funds.

Thanks for the update, we will wait for Carla's response.

Hi

I still haven't received the money in my bank account.

Olá

Eu ainda não recebi o dinheiro na minha conta bancária.

I am afraid that it may take a while. I am setting the timer on 7 days, let's wait a week and we will see.

Hi

I already received my money. Thank you so much for your help.

Olá

Já recebi o meu dinheiro. Muito obrigada pela vossa ajuda.

Dear Carla,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.