Hallmark Casino - Player is struggling to withdraw her funds.

I requested a withdrawal from Hallmark Casino and they have yet to send my funds. They said that I had a reversal on my account but I am not aware of any. Finally I requested that they just withhold the money they allege that was reversed with a $60.00 fee from my withdrawal request and I have not heard back from them on it. I have continually emailed them with no response.

Dear mittsrichardson,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if your account has been fully verified?
• Do I understand correctly the casino alleges there was a chargeback requested for the deposited funds?
• Would you be able to forward me any relevant communication (emails, chat transcripts) between you and the casino on the topic? My email is tomas@casino.guru

Looking forward to hearing from you.

Best regards,

Tomas

Tomas....the following are emails you requested: Mitzi Richardson

To:support@hallmarkassistance.com

Thu 5/11/2023

I would like to receive my withdrawal. It has been since January that this has been going on. Researching reviews and complaints on your casino now.

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To:peter@hallmarkassistance.com

Fri 4/28/2023

Still waiting on my withdrawal...no gaming until I get it.

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To:peter@hallmarkassistance.com

Sat 4/15/2023

Peter, I'm still waiting for my withdrawal deposit. I am playing at other Casinos until then. I'm getting ready to check out Ask Gamblers sight for reviews and complaints.

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From: peter@hallmarkassistance.com

Sent: Friday, February 24, 2023

Dear Mitzi,

I am trying to convince our withdrawal team to deduct whatever the

deposits refunded from your withdrawal amount and pay the rest.

I tried to reach you over the phone however was was not able to.

I am still waiting for their reply. Hopefully you would hear the good

news very soon. Please try to make a minimum deposit with us and try your luck so as to

make my case stronger. I hope you understand.

Thanks & Regards,

Peter ****

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On 2023-03-18 Mitzi Richardson wrote:

Peter, what is the status of my withdrawal request. I haven't heard anything in awhile.

Mitzi ****

***

peter@hallmarkassistance.com

Sat 3/18/2023

Thank you. I appreciate that. I look forward to hearing from you.

***

Dear Mitzi,

Let me contact our Banking team and get back to you with the latest

update on your withdrawal.

Regards, Peter

***

On 2023-03-18 Mitzi ***** wrote:

Peter, what is the status of my withdrawal request. I haven't heard anything in awhile.

Mitzi *****

***

On 2023-02-1, peter@hallmarkassistance.com wrote:

Dear Mitzi,

I understand this must be not be a good feeling for you. It is very unfortunate that we are discussing such a matter with you instead of releasing your withdrawal right away. I am very sorry to tell you that the refunded deposits can not be with held from the winnings. I would have loved to do it for you if that was possible. You are requested to make a deposit in order to settle the refunds made against the two deposits. Please feel free to revert for any clarification.

Thanks & regards,

Peter *****

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On 2023-02-19 Mitzi ***** wrote:

It would be SO MUCH easier if the funds you say I owe were just withheld from my withdrawal request. This is ridiculous and I am SO disappointed.

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From: peter@hallmarkassistance.com

Sent: Tuesday, February 14, 2023

Subject: Re: Fw: Withdrawal Confirmation

Dear Mitzi,

We received chargebacks notification(dated 19th Sept 2022) from your bank on the following two deposit transactions. 1) $50 deposit done on 2nd Aug 2022 at 23:30 EST 2) $40 deposit done on 3rd Aug 2022 at 00:13 EST The withdrawal team has put your current withdrawal request on hold. As per policy there should not be any unsettled chargebacks showing in the account before the withdrawal could e processed. There is no restriction on your card deposit as of now. Please make a deposit of a total of $150 in order to settle the two chargebacks. This includes $50 deposit + $40 deposit + $60 fees that was incurred to us. Once you make a successful deposit of $150 we need to remove the amount immediately from the account. This would settle the chargebacks. I will get your withdrawal released as soon as possible thereafter. I am available 1:00 PM EST to 10:00 PM EST. Please feel free to call 188*****99 to get connected to me for any queries. Please do not worry. We, together, will get this sorted. Everything would be smooth.

Thanks & Regards,

Peter *****

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On 2023-02-13 Mitzi Richardson wrote:

Peter....I need to know what is going on with my withdrawal request. I was told in Chat that there was a $90.00 charge back in September of last year, which I was totally unaware of. I would have NEVER done

that. I play to much and like playing in Hallmark. I was supposed to have gotten calls (2 times) and never heard back. There was one voice mail I didn't know who it was because I couldn't understand whoever it was.

I have requested that if there is in fact a $90.00 chargeback that it be withheld from my Withdrawal funds on my request. I was ready to pay with my card but was told they could not accept it with the chargeback. This has gotten out of hand and needs to be resolved. I would appreciate a quick resolution and continue with my withdrawal request.

Mitzi *****

***

From: hallmarkcasino

Sent: Wednesday, January 25, 2023

Subject: Withdrawal Confirmation

Hi Mitzi,

CONGRATULATIONS! YOUR WITHDRAWAL WAS COMPLETED SUCCESSFULLY.

Your withdrawal request with Transaction ID: 55484 has been performed successfully.

Remember to access your account to check the updated Balance. You can still enjoy all the games offered by Hallmark Casino and keep winning real money. Thank you so much for playing at Hallmark Casino.

Meg Hallmark Marketing Team

Thank you very much, mittsrichardson, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello mittsrichardson,

I'm Michal and I have taken over your complaint. I have reviewed this case and can you please confirm if there was really a chargeback done from your side? Can you please forward me (michal.k@casino.guru) your bank statement to see if the transactions (deposit to the casino and the chargeback) are reflected there? Have you made any other successful deposits into Hallmark Casino before? How did you gain the $699 winnings?

I will try to contact the casino to shed more light on this matter.

We would like to invite Hallmark Casino to join the conversation.

Dear Hallmark Casino,

Can you please clarify the situation more? Were there more deposits done by the player to your casino? Was the disputed sum gained from a real money play or from a bonus? If there really was a chargeback on 19th Sept 2022, how could this have an impact on the winnings from January 2023?

Michal, attached are my bank statements. Yes I have made deposits to Hallmark before and have played in their casino for several years now. I gained the winnings by playing the slots.

I don't show where the bank statements were attached here. I will send them from my personal email.

Mitzi Richardson

Hi mittsrichardson and Michal,

Our CS team is going to contact the player to help her solve this issue, once she's contacted we will update you on the resolution here.

Regards

Thank you for the response, Hallmark Casino.

Dear mittsrichardson,

Please let me know once your issue is sorted, or if you need any further assistance from us.

I have replied to Peter's email twice and just tried calling and left a voice mail.

Mitzi Richardson

Thank you for the response, mittsrichardson.

Dear Hallmark Casino,

Can you please provide any updates?

I received the following email from Hallmark last evening. This is so irritating! They are screwing their players out of their winnings. Not to mention they are wanting me to deposit and play their casino. NOT.

peter@hallmarkassistance.com

To:You

Mon 5/29/2023 2:18 PM

Dear Mitzi,

I got a response from our withdrawal team today in regards to your

withdrawal request.

As discussed with you, there is a chargeback of $90 which was done by

your bank and we already paid this amount to your bank.

You need to pay this chargeback amount back to us as you played and

tried your luck with this amount. You need to settle the chargeback

first to be eligible for any withdrawal. However, our withdrawal team

agreed to give you an exception and deduct this amount out of your

approved withdrawal.

The important this is that when our withdrawal team checked your

withdrawal request then they found that you made your last deposit with

us on 15th January 2023 worth $50.

After losing on this deposit, you received 3 consecutive free chips in

your account without any deposit in between. Any winnings on consecutive

free chip is not eligible for withdrawal. Your winnings came from one

such consecutive free chip. Hence your withdrawal request can not been

approved.

(NOTE** It has been found that when you make a deposit, you first play

and consume your deposit and then after few days redeem bonus against

the same deposit. This is not allowed. If at all done then that

particular bonus is treated as free chip or no-deposit bonus)

Your withdrawal request is being cancelled and the balance is going to

be made void as it would be a play for fun amount only.

You need to make a deposit of a minimum of $30 and start afresh to be

eligible for withdrawal again. You could get a 300% bonus(Use code

SDB300) and $100 free chips(HM100) after the deposit to try your luck

and win again. We would be more than happy to process your withdrawal.

Please revert for any clarification.

Regards,

Peter Woods(your VIP Host)

HALLMARK

18884807999

www.hallmarkcasino.com

Hi mittsrichardson,

As explained by Peter in the email due to the history of bonuses received and played, the team is not able to proceed with the withdrawal as requested by the player. Let me know if I can help you with anything else.

Regards.

Thank you for the response, Hallmark Casino.

Dear mittsrichardson,

I'm glad the "chargeback issue" has been somehow sorted, but sadly, as mentioned above, there is another issue with the 3 consecutive free chips in your account without any deposit in between. I am awaiting proof of this from the casino team, but I'm afraid we won't be much of a help with this anymore. The casino has stated this in its Bonus T&Cs here:

"Players cannot redeem consecutive multiple free bonuses. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to be made before you are eligible to redeem the second No Deposit Bonus...

* Back to back free chip between deposits may limit or void your chance of cashing-out. The Player is entitled to only one free chip in between deposits; any winnings resulting from multiple free chips will be void. For example, if a Player wants to redeem two free chips in a row, players will not be able to withdraw any winnings generated by playing on said chips. The casino reserve the right to make exceptions on the Withdrawals approvals. For further questions please contact Customer Service."

Dear mittsrichardson,

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.

It is still my belief Hallmark is cheating its players on withdrawals and will continue to post negative reviews where they are available.

Dear mittsrichardson,

I understand your frustration, but as the casino team explained to you and as I have shown you the corresponding casino terms section that was breached, sadly there is not much we can do and we have to agree with the casino's decision in this case. I have received proof that you have not made a real money deposit between the free chip bonuses. And this as mentioned by the casino team occurred as well:

"It has been found that when you make a deposit, you first play

and consume your deposit and then after few days redeem bonus against

the same deposit. This is not allowed. If at all done then that

particular bonus is treated as free chip or no-deposit bonus"

Ideally, we would like the casino's system to not allow players to claim bonuses they are not entitled to, but at the moment this is not yet an industry standard. I can only recommend that you read the bonus T&Cs thoroughly before you activate any bonuses and if you are not sure about anything, check this with the casino support team to avoid disappointments like this.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards

Michal