Hallmark Casino - Player's struggling to withdraw his winnings.

Hello, I made this account due to Hallmark casino rejecting my withdrawal request and sending the withdrawal back to account. I had a 115$ sign up bonus. Cleared the bonus 100% with 400.80$ left when I attempted to withdraw. Now, I'm not one to hit and run. I use Betmgm, draftings, etc..., I'm on all legit casinos in Michigan and bet thousands weekly. I've also signed up for sites out of the U.S like Hallmark casino and none of those have I cleared wagering requirement and still had cash left to withdraw so for me to see I had 400.80$ after clearing requirement I was a bit skeptical and attempted to do the withdrawal process. Submitted my ID along with the account number and all. Next day I log in to see it was reversed. I contacted support to see what went wrong and they said they can't access my account to see what went wrong unless I make a deposit. So I attempted a deposit and it wasn't going through. Next I contacted support to assist me in making a deposit...they transferred me to a specialist that said if I make a deposit I'd lose any balance in the account and it'd be my deposit balance only. So I explained I had an issue withdrawing and if he'd know why and he then said I shouldn't have had an issue. He also gave me the "I can't fully access your account unless you make a deposit". Then I went on to say okay maybe if u knew what happened from sign up till now you'd know why, I explained everything from sign up till this point and he goes and says, check to see if the bonus requirements were met and I explained that they have, then he asks if I'm sure of it and to go back and count every wager from beginning to end to see if I cleared it correctly. I'm guessing he must've been joking before telling me to have a great day and to contact if I need further assistance. So I can't withdraw my winnings, if I deposit (and it works) I lose all my winnings. How am I supposed to trust sites like these? Help me understand. Thanks!

Dear Dubaily,

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 made any successful withdrawals before? Have you received any confirmation regarding successful verification? Do I understand correctly that the casino didn't explain clearly what seems to be the issue or why your withdrawals were rejected?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina, I have not received a withdrawal from Hallmark Casino in the past, as this is the first time I signed up for an account. After completing free play wager requirements I attempted a withdrawal of 400.80$ , it says that I’d be informed of the process by email. I got nothing whatsoever to let me know why or how it can be processed and why it wasn’t processed. Every agent I spoke with would say they couldn’t access my account without me depositing real cash and would end the chat instantly as if they couldn’t be bothered, but they can tell u that u have an amount on your account and if u deposit you’ll lose that amount? How can you see how much is on my account but you can’t access the account without me depositing? Also nothing for verification, no emails or anything. I did add my Drivers License attached to the withdrawal tho as they ask u to do. I also assumed maybe it is a 1x max withdrawal and attempted to withdraw 115$ (the free play amount I was given during sign up) and that was returned today as well. Thanks!

Thank you very much for your reply, Dubaily. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Sure, if the agent chats will still show previous discussions. I’ll log into the account now and check…

Kristina,

I have asked an agent if I may be sent previous/recent chats I’ve had with agents in the past few weeks. He said I wasn’t a depositor so he/she could not access my account, he gave me an email to contact in regards to the discussions I’ve had with agents. Fingers crossed I receive a reply from support@hallmarkassistance.com, I will update as soon as possible.

Has there been any news since our last conversation?

Dear Dubaily,

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.

So sorry Kristina, I was not aware of your reply a week ago. I have contacted support and they finally got back to me yesterday that they wouldn’t be able to send me script of the chat between myself and the agent but that I’d be able to access and see history of chats in my account once they’ve enabled it. I will log in today and you shall have it all. Thank you for the extension as well. Took them days/a week to get back to me.

Unfortunately, I still have not received any emails from you.

Dear Dubaily,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.