Hallmark Casino - Player’s winnings were capped.

On January 26, 2022 I deposited $30 twice (Trace ID 261835 and trace ID 261837) onto my players account at the Hallmark Casino. I did not use any bonuses on these deposits. I won $1500+ and decided to get a withdraw of $1000 and I kept $500 of my winnings in my account. I received an email stating that my request was approved. Then it was a couple of days and I sent an email asking about the process which they sent an email back saying it was being processed. I filled out the account authorization form and sent the pictures of my id and my cards front and back and my utility bill. They sent me an email stating that my withdraw request was approved for $300 and I am like what happened to the remaining $700? I have been dealing with this we are going on three weeks I have been working on this just to get my winnings. I used my hard earned money. I have a copy of all our correspondances and copies if my transaction history, my top victories, my game history, etc. They state that on the inital withdraw they only give 100% of the deposit? How is that possible? it shouldn't matter what I deposited I won that money fair and square and no where in their terms and conditions does it state that is what they intend to do. So what happens to the balance of $700? I dont want to play at this casino anymore I want my winnings. I tried getting a contact information with regards to contacting the person who takes complaints and the lady I was chatting with refused to give me this information I asked politely like four times for that information to no avail which is very frustrating for me. I shouldn't have to deal with this. I have cancer and was just trying to enjoy some time at the casino since I cannot go physically to the casino right now. I never thought that this would ever happen to me. Can your company please help me? These winnings will help me with my bills.

Dear Tonya,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Could you please forward me a message in which you were informed about the reason why the casino limited your winnings? I haven't found it in the attachments.

Have you already received the withdrawal of $300?

Additionally, if there is any other relevant communication between you and the casino, please, forward it to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Ii have sent the document to your email. Please let me know you got the forwarded email or if I need to send it again.

Thank you very much for your reply, Tonya. I have received your emails, however, I don't see the message stating, that you will only receive 100% of your deposit. Could you please forward it as well? Or you can post the screenshot of that message here.

That is what the lady told me when we were on the on the chat line. Let me see if I can pull that up!

Have you managed to find the conversation, Tonya?

I didn't find the conversation but I sent an email to you yesterday stating that the agent I spoke with yesterday said the same thing and I snapshotted the conversation and sent it to your email addresss. Did you not get that?

Yes, I got it, thank you. I checked the General and Bonus T&Cs and I found this:

"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."

I would like to emphasize, that according to our Fair Gambling Codex, we consider the cashout limit rule to be unfair and predatory, only when it’s applied to a real money game, however, we accept a bonus T&Cs that restrict the maximum cash out from a bonus play. Before we move forward with this complaint, could you please once again confirm that you didn't play with any deposit bonuses?

I did not play with any bonus when I deposited $30 and $30. I played with my own money. You can look at my account. They sent me an email on true 17th I sent it to your email I will send it again.

Thank you very much Tonya for your confirmation. We believe that if players only play with their real money, all accumulated winnings should be paid out.

I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you for all the help you have given me and I am glad that I have someone on my side. I look forward to working with your colleague

Hello Tonya,

I have reviewed your case and I am sorry to hear about the problems you are having with your winnings. I will contact the casino to see if I can help.

We would like to invite Hallmark Casino to join the conversation and participate in the resolution of this complaint.

Hallmark Casino, could you please explain the rule that has caused the reduction of the player's winnings?

So what happens if they dont't respond? What steps should I take then?

Hello Tonya,

We allow the casino 7 days to respond initially. If there is no response within that timeframe, we will contact them again and extend the timer for a final 7 days.

In case there is still no response after that, the complaint will be closed as 'unresolved' and have a negative effect on the casino's rating.

At that point, we would recommend you escalate the matter to the casino's Official ADR service or Licensing Authority.

For now, we should try to remain positive whilst we wait for the casino to respond.

Hello Tonya & Adam,

Greetings from Hallmark Casino!

We went through your complaint on the forum and we apologize for your experience with us but please give us a chance and let us look into this and come back to you at the earliest. We found some glitches in your account and that is the reason for not getting the instant resolution but please note that you will be notified within 7 business days. We will be more than happy to share the resolution on the forum itself. Once again we apologize for whatever you had to go through but we will fix this for you. We hope both of you have a great weekend ahead.

Hallmark Casino

Support Team

Thank you for your response Hallmark Casino. I will extend the timer for another 7 days whilst we await a further update.

Hello Tonya,

I am not sure I understand fully, are you stating that the casino has since credited your account with $100?

Yes they have. I am not understanding why this is such a big issue. I won the money and I feel like they are trying to find a way not to pay me. Why would there now be $100 in my account? Looks like they are trying to find some way to say that I used either a bonus or something but I have made copies of all the histories which they now have removed the history showing my top victories and the history of all my victories. If all of that is calculated there is going to be $1000 unaccounted for. What is going to be their reasoning behind this? I feel that their licensing needs to be pulled. I am going on a month and a half dealing with this nonsense. This is crazy. I will not settle for anything less than what is owed to me.

Dear Hallmark Casino,

Could you please explain the credit of $100 to the player's account?

Hello Tonya & Adam,

Greetings from Hallmark Casino!

Hope you guy's doing well. We are sorry Tonya that you had to go through all of that and consult the forum however the casino went through your account & has decided to pay you your winnings i.e. your $1000 since you did not play on any bonus but with your own money. Also the $100 that you have in your account is a small free chip token for you to play with (for fun only).

We would request you to please contact us on live chat/call and ask for Elwin and he will help you with the processing of your winnings. Hope you have a great day ahead!

Regards

Support Team

Hallmark Casino

Hello Hallmark Casino,

Thank you very much for the response, we hope you are well too.

Dear Tonya,

Please keep us updated and let us know when you receive your payment. I will then close the complaint as 'resolved'.

Kind regards,

Adam

Thank you so much

Hi Tonya,

Hope you're doing well.

I tried reaching you couple of times but the number went on voicemail and your mail box is full. Please request you to lave a call back number and pref. call back time with our chat support team (they're available 24/7) so I can call you & discuss about this cash out.

Regards

Elwin

Hallmark Casino

Ok so they paid $295 and said once that clears they would send the rest that was like two days ago and I notified Elwin that the payment went through but no response the live agent said that it would be resolved in 24 hours we are going on day three. I did everything they have asked. I don’t understand why they won’t pay what they owe. This is getting frustrating for me because I have cancer and I shouldn’t have to worry about getting my winnings I have more important issues to deal with not hold the hand of a casino that wants to rip off its customers.

Ok they sent me $295 by Bitcoin with the understanding that the balance $700 was to follow. I woke up this morning no $700 and they added an additional $200 to my players account so what is really going on. They said that the "bonus of $100 was just to be played for fun. Why aren’t they paying me my money? I have done everything they have asked of me and they said that they were going to pay me the $1000 yet they don’t follow through with what they agreed to. This is a complete nightmare. I have things going on in my life that are more important yet I am finding myself having to fight for what is rightfully mine why is that? They saw that I did not use their bonus and they don’t want to hold their end of the agreement and they are expecting me to go away and I am not going away. So my question is what is the next step for me to take because they think that they are getting away with this and their are sadly mistaking I am not going away.

Dear Hallmark Casino,

Please respond and explain what is happening with the player's payment.

When can the player expect to receive their winnings?

Hi Adam & Tonya,

Hope you're doing well!

I would like to start by mentioning that on 10th you received $300 withdrawal ($295 because there is a bitcoin processing charges of 1.5%). And I remember that you sent a thank you message for me as I was not available. However I did send an email congratulating you to receive your first $300 withdrawal and informing that I have added another $300 in your account and you need to raise the withdrawal request as soon as possible so I can get it to you at the earliest but I still see the $300 lying in your account and you have not raised the withdrawal yet.

The reason I added another $300 and not more because the big withdrawals are taking little time and since you are already waiting on your money it's better that I try and send the amount in parts as you already got a $300 very quickly.

Please keep an eye on your email and leave a message for me and I will promise to respond through email or if I am available I would love to have a chat while I get your withdrawal processed.

Regards

Elwin

Hallmark Casino

Either they are trying to get me confused or they are giving me the run around. Everything is halted until we can get to the bottom of this. Elwin said that I needed to do the first $300 request and then the second withdraw would follow once they saw that I got the first withdraw. I can’t continue to do this. I am sick I have cancer I don’t need to be running around trying to figure this out.

Hi Tonya,

I tried calling you today but again reached voicemail. I left a message to raise a withdrawal for $300 that I added in your account. I also asked you to call me as I am available but haven't heard from you yet. The $100 free chip that you are talking about was removed and this $300 was added so you can raise the withdrawal.

I understand that you are a cancer patient and I am not trying to give you any run around. I am here to help you to get you your winnings but please understand that everything has a procedure. I would request you to call me if you have any doubts or leave a pref. call back time so I can reach you and not your voice mail.

Regards

Elwin

Hallmark Casino

So now I have to give my bank info? Why can’t you just send the $700 instead of piecing it 300 at a time?

Dear Tonya,

Have you received any further payment? Were you able to make contact with Elwin as requested?

Kind regards,

Adam

So the first $300 was sent no problem. They sent another $300 and I am having nothing but problems getting it to my coinbase wallet. I then requested the final $400 and I am waiting for that, I am trying to work on the second

$300 as i am typing ri.ght now

Hello Tonya,

Has there been any further progress with your payments? Have you now received them all?

Kind regards,

Adam

Thank you so very much for all of your help. They finally paid me in full. I want to thank you so much this means so much to me. Things can work out with the right patience and persistence and casino guru on your side. Take care and hopefully I won’t have to contact you to file a complaint again. I will promise to inform anybody I know that has an issue with an online casino to contact casino guru. Again thank you from the bottom of my heart.

Dear Tonya,

I'm glad to hear that your issue got resolved and your payment has been received. I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.