Home Complaints Hallmark Casino - Player’s winnings were confiscated.

Amount: $850

Hallmark Casino - Player’s winnings were confiscated.

Hallmark Casino
5.6/10 Questionable reputation
Submitted: 24 Jan 2020 | Unresolved : 21 Jul 2020
Our verdict

No reaction policy, passive regulator

UNRESOLVED

Case summary

333 days ago - 21 Jul 2020

The player’s winnings were confiscated, because he violated the casino’s Bonus T&Cs. We closed the complaint as ‘unresolved’ because the casino failed to reply.

Public

 Casinos with a way to manually abandon withdrawal instead of withdrawing from the next difficult habit

Customer Service will give me a trial once a day by email to me from the day I applied for withdrawal.  "Submit due to lack of necessary documents" "Please fill in the formal application form" "Wrong sign" "Rejected" "Received the application" ← Follow the instructions of the customer each time  Me, how many days do you think you have passed?  Can I get out of this infinite loop?

 

My 850 $ has been confiscated.

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Dear Masa,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with the casino. From the screenshots you attached to your complaint, it seems that you violated the casino’s Bonus T&Cs by claiming multiple bonuses at the same time. I would like to ask you if you claimed another bonus without fulfilling the wagering requirements of the previous bonus.

Thank you in advance for a reply.

Best regards,

Kristina

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These are other screenshots and the message player sent us:

 "Casinos with a way to manually abandon withdrawal instead of withdrawing from the next difficult habit

Customer Service will give me a trial once a day by email to me from the day I applied for withdrawal.  "Submit due to lack of necessary documents" "Please fill in the formal application form" "Wrong sign" "Rejected" "Received the application" ← Follow the instructions of the customer each time  Me, how many days do you think you have passed?  Can I get out of this infinite loop?

 

My 850 $ has been confiscated."

 

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I was told that I had to make at least one deposit to get the bonus, so I made the deposit according to the instructions.  

At that time you have not claimed a bonus.

If the deposit is automatically accompanied by a bonus, is this also a violation?  If that's the reason I forfeited the bonus for violating the rules, I'm stupid and silenced, but I'll keep it in my drawer as a laugh.

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Hello,

I contacted the casino, hopefully I will receive an answer soon.

Thank you for being patient.

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Hello Masa,

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 impact 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.