Hallmark Casino - Player’s struggling to withdraw her winnings.

Never recieved. They asked for my id and bank information as well as address to tell me the next day i cant receive my winnings as if there waiting on funds to give out...they also said they wouldn't pay because i never deposited before nor after and used bonus code when i didn't. I had to close my bank account due to 2 fraudulent charges later for different amounts higher than what i gave and still nothing back. Why did they take my money after promising me that i would be able to receive my winnings I've won???

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you deposited funds into your account? Have you accumulated your winnings with or without an active bonus? Lastly, did you complete your account verification successfully? I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Yes i made 2 deposits. No bonus code was used until after i processed my withdrawal. They said they would pay out after i talked to my bank about my deposits and when thwy recieve my id bank info and etc. My bank said they tried to charge me more than what i agreed to deposit which was $30. After i spoke to a rep he informed me that because ot wasn't my fault that i would still be paid my winnings. Next day different story. They told me one thing had me wait 48 hrs for a call i never received and a payment they never intended to pay. Its still on my account and bank account transactions. I tried more than 6 times since to withdraw it but customer service is giving me a hard time. If i knew this would happen id NEVER give my last. What can i do? Sadly i had to close and open a new bank account due to someone trying to overdraft my account. Who they are? i do not know.

Is it because of my race? It seems like a race thing to me. The minute u see my id u say no...come on. This casino has horrible reviews all over the internet. Sadly i didn't research them before giving my money and information.

Hello,

Thank you very much for your reply. Do I understand it correctly that you have been overcharged when depositing funds in to your account and subsequently, your winnings have been cancelled?

My account was overdrawn after the first deposit and first request to cash out winnings won. As far as a refund...no i haven't received a refund to my bank. They promised to pay me winnings once i sent off my id and bank info as well as my proof of residency for the second time for verification.

Could you please clarify how much was the overcharged amount of deposited funds and accumulated winnings? Thank you.

$60 two deposits of $30 and the winnings $1800.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Zuzana 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.

Hello,

I am very sorry to hear about your issue. I will do my best to help you.

Hallmark Casino, could you please shed some light on this case? Thank you very much in advance for your reply.

Thank you

Is this legal?

We would like to ask the Hallmark Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Additional comments from the player:

Don't want to pay out winnings. Made me deposit my money twice send all my information over 6 times for nothing and overdrawn my bank account!!!! My email was hacked and i couldn't even send or receive emails for a week. I took my phone to a computer store and they said it was hacked by a rep from casino.

I have transcripts of all conversations to prove it and bank statement as well as a video showing what they did to my phone.

We would like to ask the Hallmark Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Yes, yes no bonus was used and yes their being unfair. My account been verified. They just don't want to pay. The rep told me that they don't allow blacks at their casino and asked me repeatedly to Send my documents before the statement just to see my color! I have copies of all statemnets except the last phone call. My laywers wants me to sue the casino for discrimination.

Hi Zuzana,

Hope you're doing well!

I went through the account and found multiple reasons due to which player is not eligible to get a withdrawal. Before mentioning those reasons (which are as follows) I would also like to mention that player has only made a successful deposit of $30 that was on 5/30/2020. Before this player did try to make a deposit of $30 (which was on 5/22/2020) however it was a declined by her bank but since it was her first deposit in the account which was declined, casino added the same amount of money ($30) in her account as a good will gesture so that her gaming experience doesn't get hampered.

Reason for cancelling the withdrawal are as follows:

1. On 5/22/2020 - player took a $250 free chips to play with and played till she raised it to $451.90 and after that raised the withdrawal for $400 and continued to played with remaining $51 until she finished that balance. and after finishing that balance player took another free chip (welcome $50 free chip) the same day and started playing with it and as per the terms she disqualified because you can you play on multiple free chips without making a deposit (mentioned in the terms).
2. She finished that $50 and made her first deposit (which was a declined from her bank & was another free chip from us). she played on that and finished that one as well.
3. The next day on 05/23 - she cancelled her withdrawal of $400 re-raised for $300 and started playing with the remaining $100 which she raised till $635. She then cancelled her previous withdrawal of $300 and then re-raised the withdrawal of $825 out of the total and continued playing with the remaining $110.16
4. And this is how she continued to do that she was cancelling the withdrawal re-raising with the lesser amount and raising the winnings, then cancelling again and re-raising with the hire amount (which is again against the terms & conditions).
5. Then she has multiple duplicate accounts on the same internet IP address but the address and other details are different on each account (which is again suspicious). AS PER THE TERMS - Only one account per user/player, per household, phone number and IP is permitted. The creation of multiple accounts will result in the suspension, closure and/or auditing of the account.

We see that player also complaint that the rep told her that we don't allow blacks in the casino but that is absolutely wrong because we never discriminate. If the player is not going through the terms and then expecting us to go as per them then I am afraid there's nothing can be done.

Hope this answers all your questions. Please feel free to revert for any clarification or concerns.

Regards

Hallmark Casino

Support Team

Didnt use a bonus until after i processed my withdrawal. They dont even have a bonus code for $250. Thats a lie. Idk who profile your viewing but i have no problem uploading my transactions list from first to last deposit. I cashed put at $640 without using a bonus code. I have proof of this not only that they overdrawn my account by assuming my deposit failed when in fact ot didnt. Also have proof of this. And if you check the reviews on this casino...their is over 60 complaints against this casino and everyone has the same issue. Its not the players its the casino and they will tell you quick its not up to the computers but the owner!!! The owner is a hard paymaster and will refuse anyone who isnt family.i record all conversations so i dont mind fighting to prove a point!!!

And me canceling my withdrawal to increase my winnings is not illegal. Its my money. Its agaisnt their rules for 2 payouts in 2 weeks. I never recieved anything except an overdrawn bank account and attorney fees.

Then had the nerve to block me email from verification of documents for 3 weeks. The hold time im thinking its being view there tampering with my account. Im already a victim of identity theft and life just getting better. You learn alot about the law and what you can and cant do to protect yourself against people like this. Still here if u need proof. Have no problem sending documents.

I will never let another human being use my information for personal gain. I refuse and will fight for my rights!

Dear Hallmark Casino,

I am kindly requesting the supporting evidence regarding your accuse toward the player. Any evidence can be sent to my email address zuzana.r@casino.guru. Prove of duplicate account and game history showing that the player played with multiple bonuses would be very appreciated. It would help us to decide in this case.

We would like to ask the Hallmark Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

They dont have to because they wont. Thats why I contacted the fbi and reported the casino and its employees. Fraud is a serious crime and the best way to handle it is to inform the federal bureau of Investigations. I doubt anyone will have anymore problems out of them. Too many complaints and proof of complaints were sent and filed against them. Thank you for your help!!!

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.