Home Complaints Hallmark Casino - Player’s winnings have been reduced.

Amount: $2,000

Hallmark Casino - Player’s winnings have been reduced.

Hallmark Casino
5.6/10 Questionable reputation
Submitted: 19 Mar 2021 | Unresolved : 14 Apr 2021
Our verdict

No reaction policy, passive regulator

UNRESOLVED

Case summary

66 days ago - 14 Apr 2021

The player from Canada had his winnings capped without further explanation. Casino didn't respond.

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I went to withdrawl my winnings 2000 us they wanted a utility bill well my place my utilities are in my rent I sent them a credit card bill it is only to back up my residence now they won’t send my withdrawal and if I deposit it back to my account it isn’t 2000 they only wanna give me 395 this site is a fraud nothing but a scam I will never use this site again

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Sensitive information

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Dear Donnell,

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 accumulated your winnings with or without an active bonus? If you have redeemed any promotional offer, please specify which one was it. You can forward its name or a specific link when replying.

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

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Additional comments from the player:


"I have met any wage requirements I have sent in any docs they needed"

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If you have redeemed a promotional offer, please specify which one was it.

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500% match bonus with a $100 free chip

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Could you please advise how much was your deposit?

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50 cdn = 40 us

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Thank you, Donnell, for your reply. I have checked bonus terms and conditions, and this is what I found https://www.hallmarkcasino.com/bonus-terms/:

"Unless otherwise stated, all bonuses must be wagered a minimum of 20 times Slots; 50 times for All Allowed Table Games and Video Poker with 10 x Max Cashout. The maximum withdrawal amount from any Deposit bonus is ten times the face value of the deposit amount. Play in Baccarat, Craps, Roulette and Pai Gow Poker will never count towards wagering requirements."


If you've deposited $40 then your maximum allowed cashout from the promotional offer would be 10x $40 = $400. Could you please advise if you've accumulated any winnings from a Free Chip? Thank you in advance

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Oh I have wagered that amount and I passed

all requirements they said all I needed utility bill but I do not have one so I sent in a credit card bill it’s to verify ur residence .

and if I only I can take out 400 then send it and credit my account 1600

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I'm sorry but if the maximum cashout is $400 the rest of the winnings is cancelled not put back to the player's account.

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Please let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

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ok so there are supposed to send $400 problem is they don’t want to send nothing

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

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Hello Donnell,

I looked at your complaint and will do my best to help you. I would like to invite Hallmark Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal from the bonus?

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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’.

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And what does that do? Claiming it unresolved so they can rip people off

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Dear Donnell,

If Casino is not responding we have almost nothing to do just close the case as unresolved what will have negative effect on Casino's rating so other players can be informed about Casino's quality.

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I apologize, but since we haven’t received any response from the casino regarding the issue, we can not 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.