English in United States
Found for the Casino - We have significant reason to believe that both the key emails and the screenshots this player sent through were fake. As such we will take no further part in the representation of this individual or their claim.
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I deposited 20k and won 47000. Went immediately onto live chat and requested that my account be locked until after my full payout was processed. I received confirmation email stating that the payout would be processed and my account would remain locked until after my full payout was processed. Advised customer service online chat I can't risk to play anymore online or afford to lose my payout and make subsequent deposits.
Received email confirmation that my request to lock account until after payment is made.
I logged into my account 2 days later to ask for my account to be unlocked again assuming that my payout was flushed and no longer pending.
They unlocked my account while my withdrawal was still being processed and I play and lost 47k plus 19k more.
Tied to get refund but they refuse.
I have been onto live chat and asked about policies and procedures and have confirmed in chat that they are responsible for putting notes on the account to prevent it from being reopened, that would set deposit limit to 0.00 and that if a customer request for this service they are unable to reopen the account prior to the full payment being processed even if the customer request for the account to be unlocked.
They refuse to refund or mediate directly with me.
I have all copies of communication request and chats but still no luck with resolution
Already done. Thanks for your support and fast response it's greatly appreciated
Please explain to me what the 30‰ means on the bottom left corner under my complaint
Has there been any reply from all slots casino. I sent you more supportive documents yesterday.
Please explain to me what the 30‰ means on the bottom left corner under my complaint
Hello, no one is responding to my emails and messages?
Hi, can we get an update asap please and a confirmation that you have received all documents to support my claim.
You're not receiving any updates because we don't currently have any information to provide you with. If you review the complaints across the site it is rare that any complainant will receive daily updates as it is very unusual for a case to develop that quickly.
I will contact you about each of your complaints at the point were we have some information to provide you with.
Ok great. Could you please tell me what the 30% means at the bottom left hand side of my complaint. Silly question maybe, does it indicate my chance of a resolution in my favour or percent of claim review or something else?
Sorry for all the questions and requests for updates, just wanted to know if I have provided sufficient evidence to support my claim for a refund or if you require any more evidence to support my claim.
The 30% figure simply means that we have received your complaint, reviewed your complaint and that you've submitted supporting evidence.
Is my supporting evidence compelling or is there anything else I can do to help me to get this resolved in my favour?
Your evidence is just that, your evidence. It is half of the story and we cannot comment on the case until such time as the operator have been given the opportunity to present their side of the story. If we need anything further I'll let you know.
How long does an operator have to reply to my case, and what do I do if they choose not to reply at all. Given the fact that it's now been one week and no response has been received from the operators yet. Is there a time limit. I'm just a little bit concerned about the time it's taking to get a reply and I read that from the end of next month you will no longer be involved in mediation.
Firstly, from the end of next month we are stepping down from the ADR role for the UKGC. This has no bearing on our complaints service which will continue to operate in exactly the same manner. It simply means that we don't fulfil the ADR license requirements for those operators that chose to use our service. Neither of the operators you've submitted complaints about fall into that category.
Secondly, both operators have responded and we are currently who the correct team member in each organisation is to manage the complaints.
Our service currently has almost 100 open complaints, of which you represent only two. You need to be patient.
Thanks for the update, I appreciate your time and effort to get a resolution in my case. Take as much time as you need, it's just that the negligence of the operators has financially ruined my family and almost cost me my life and my marriage.
I'm just trying to get my family and life back on the right track and I have 3 children to support and am unable to at the moment.
The anxiety and stress about the situation requires me to take medication at the moment so that I can function on a daily basis.
I appreciate all the time and effort you are putting in to our case and I will try my best to be patient while you process my claim.
Can you update the name of my dispute to include the words professionally negligent as well. I am so upset that all slots casino refuse to negotiate or mediate with me. I requested a specific lock on my account until the payout was no longer pending and not to accept further deposits or play on the account and had my payout and request confirmed in writing. For them not claim no liability on the advice provided by their own staff is pure professionally negligent. I have sent in multiple copies of chats with various staff members confirming that they have the ability to provide customers with this service if they request it and that it is the sites responsibility to ensure that the deposit limit is set to 0.00 and notes are put on the account to remain locked until after payout is flushed and no longer pending. So if I requested this to be done, have a confirmation email stating that my payout is pending and my account will remain locked until after the full payout is flushed/made... How can they claim to not be negligent.
How can a casino promise to provide a service for a specific period of time, like self exclusion but for the period the payout takes to be pending and flushed and have no claim of a duty of care to the customer to uphold such a request that is made and subsequently confirmed by their own customer service staff.
No I'm afraid we won't be updating the language of the complaint at this stage. At this point in time we have only your side of the story and no justification for making that assertion.
We will discuss this issue with the operator then we will draw conclusions.
Ok great thanks for the update.
Professional negligence is where someone who has a duty of care... In this case it's the customer service staff... And they provided me with information... That they are able to keep my account locked until after my full payout was processed and they did not do this even after confirming that they would do it in writing. They had a duty of care to provide me with the correct information in regards to keeping my account locked while the payout was being processed and to put notes on the account to remain locked until after payout is flushed and no longer accept deposits.
The second part of professional negligence is that I as a customer who relied on the information that was given to me, and I also have copies, numerous copies from different staff members that this service is available and provided... I relied upon the information that was given to me and conformed in an email, and as a result of that I have suffered some kind of loss. In this instance the loss was of my pending withdrawal amount of 45727 plus the extra 22000 in deposits that should never have been allowed to be made during the payout flushing period of time.
That's why I was wanting to get it added to the dispute name.
I'm very happy with your assistance in the claim and will await your response and feedback. Sorry if I'm providing too much info, I really firmly believe that I was treated unjustly and want the best possible chance of a resolution in my favour. This is not a small amount of money and it has financially ruined our family and will take years to recover from if it's not resolved in our favour.
Hi the pogg,
Can you please advise if you change for your arbitrary services?
I'm not debating with you regarding what constitutes negligence, but I am saying that we cannot and will not make accusations of said nature without having provided opportunity for the operator to provide their side of the story. That would be irresponsible and negligent on our part.
I did read them and understand that you are free for mediation service but I saw also you have arbitrary services and I wasn't sure if they are also free or if you combine the two when dealing with a case. Just wanted to clarify with me.
Thanks again for your help I really do appreciate it and hope I'm not asking too many questions, I have a great deal at stake and want to ensure that I do things correctly.
Has there been any progress with my case? I would appreciate any update that you can provide.
I've now had time to go through all the evidence related to your claim and unfortunately you don't have a claim here. The fundamental issue with this, as with your other complaint, is that while you have asked for a restriction to be placed on your account you did not give the operator any indication that the reasoning for the request is that you are struggling to control your gambling.
The timeline of of communications between yourself and All Slots is as follows:
- On the 31/03 you stated on Live Chat "HI can I lock my account and take a break until I received my payouts", but you leave the chat conversation before the operator can discuss the reasons for the request and as such a basic account restriction is actioned.
- On the 01/04 you stated on Live Chat "Please can you unlock my account" at 3:31:58AM server time and "Also Pls unlock my account" at 3:50:28AM
- On the 01/04 you stated on Live Chat "Hi I want to close my account.... Jackpotjelly" at 7:16:04AM and "I want to close my account permanently" and 7:33:57AM. At no point during this conversation do you mention any form of problem gambling issues. Agent suggests locking account until withdrawal is paid. You agreed. As this is not based on responsible gambling polices you were remain free to request that the account be reopened at any time.
- On the 02/04 you stated on Live Chat "Can you unlock my account" at 12:14:45AM and proceeded to play.
- On the 03/04 you emailed stating "I have a gambling problem" at 05:28:11AM this was after the loss of the contested funds.
Finally, again as with your other complaint, you've already submitted this complaint to both the Malta Gambling Authority and CasinoMeister. While I couldn't comment on CasinoMeister's ruling (though I feel it's safe to conclude it's been negative otherwise you wouldn't have submitted here), given that the operator's regulator has already given a clear ruling in both cases in favour of the operator even had we felt you had a case you wouldn't have been paid.
I realise this will be frustrating for you but I'm afraid there's nothing we can do to help you with this case.
That not entirely accurate. I initially asked for my account to be permanently locked while the payout was being processed. I'm NY live chat I clearly advised that it's due to not wanting to play an further and that I couldn't afford to lose my payout and risk further play or deposits. I was advised by staff that a withdrawal end lock on the account would prevent this. My chat was cut due to me receiving a phone call and that is why my chat was disconnected.
After this I received a confirmation email stating that my payout was pending and my account would remain locked until after my full payout was processed /flushed.
When I wanted to unlock the account I was not advised that the payout was still pending and they had not set my deposit limit to 0.00
Casinomeister did not accept my case and did not rule.
I spoke with ecogra who said they are unable to over rule mga in disputes even if here are sufficient grounds which is why I was referred to you as arbitrary rulings can over rule mediation rulings.
I know they were irresponsible and didn't act appropriately. I wanted to settle the disputes amicably. I provided multiple chats from this operator explaining that they provide this service, and are responsible for following the customers request for account to remain locked until after payout is flushed and that they are unable to unlock the account prior to the funds being flushed. They didńt even advise me prior to opening the account that the account was still not flushed, despite advising that it is part of the process of putting notes on the account to remain locked until after payout is flushed preventing me from unlocking it early.
I clearly advised I couldn't afford to lose my payout and risk further play or deposits.
I received confirmation email stating that they will keep my account locked until after payout is flushed.
How can you say that they were not negligent. Had they have advised me prior o unlocking the account that the funds were not flushed I would not have opened the account. And as staff chats advised the deposit limit should have been set to 0.00
Given my overwhelming supporting evidence and indication from ecogra that they may have overruled mga if they could have I'm not happy with your ruling.
If you are unable to help me with my case further I have already spoken to a no win no fee lawyer who confirmed that I have a case and can take it for processing. It just means that I will have to pay a 20percent fee if I win... Which is why I came here first.
I'm totally devastated by the way you have responded to my dispute claim and can't understand your ruling given the evidence.
Yes my chat was cut short bit I did send an email confirmation of my request after the chat and then it the confirmation email stating that my account would remain locked until after payout is process as per my request.
How much proof do you need.
I clearly stated I couldn't afford to lose my payout and risk further play or deposits and wanted to permanently lock the account. They were the ones who said that all I need was a withdrawal end lock which prevents any gaming until after payout is flushed.
Where were the notes on my account?
Why didn't they set the deposits limit to 0.00 when I advised that I can't afford to play anymore.
In the first instance, there is no body that can 'over rule' a regulator short of a court. We are an informal mediation site and having reviewed your claims don't believe you have a case. I'm sorry that upsets you but I've been clear about the justifications for this position.
You stated "Bit I'm scared I will try to win more and lose it". This is a questionable statement, but the basic reality is that every gambler is scared that they'll lose and hoping that they'll win. That's the fundamental incentive to gamble. If there was no risk there's be no excitement. When this is reviewed again with multiple other contacts where you do not give any indication of an compulsive gambling tendencies it's not strong enough that by itself the operator should have inferred an issue.
This again boils down to you being clear in what you're asking for. If you want a gambling operator to take responsibility for not allowing you to gamble you have to be clear that you have a problem and do not feel you can control your gambling. Otherwise any lock you put in place can be overridden simply by contacting support and asking them to re-open your account.
As stated previously there's nothing further we can do to help you, but I would encourage you to review our Responsible Gambling page where you will find links to numerous tools that will prevent you accessing sites related to gambling in the future - https://thepogg.com/responsible-gambling/.
With regard to the emails you've just sent through, they don't make any difference to this case.
I'll again emphasise, you need to have made clear to the operator that you specifically have a gambling problem. While you might have asked the operator not to reopen your account, if the operator is not aware that this related to you being unable to control your own gambling they are under no legal obligation to do so. At best this qualifies as poor customer service. These emails do nothing more than ask then ask the operator not to reopen, they do not inform the operator of any ongoing personal issued preventing you from taking responsibility for your own actions. You are emphatic that you don't want them to re-open, but I say again, you don't tell them about any issues controlling yourself and as such the operator will leave the status of your account open to your decision at any given time and if you asked to reopen your account they would be free to do so.
I will be submitting some more proof to support my case to both you and mga and hope that it's enough to get a resolution in my favour.
The next step will be a litigation case for professional negligence case as I strongly believe that I have suffered a great deals of loss, no on financially but emotionally.. I'm now taking antidepressants and Valium to cope with the situation I am currently in while looking after, 3 small children.
It'sy last shot at a free resolution before its going to cost money for a case and I will sell our fill Cate to ensure we can get the resulting that is fair for the customer.
My issue with this is o shouldn't have to be so specific... I requested a very specific service, was confirmed that the service could be provided and entered into a contractual agreement with the site.
I was confirmef in writing and on live chat and was given misleading information.
Again please go back to mga and try to get a favorable resolution otherwise I'm going to submit a litigation case based on false promises and professional negligence. Which I have provided copies of all documents and my card to s lawyer specialising in this type of complaints bit they take 20% and them it's on record very negativity for the casino and they could lose s lot of customers
I just contacted the support desk who advised me that my email address was blacklisted between 2013-2016, it may have been in my maiden name of sears. But I should never have been allowed to open the new account for slots magic and wish to re-request a refund.
I provided my ID to the site in both my maiden name and married name... But was advised on chat that I was blacklisted and not allowed to have any other accounts for this company and it's affiliated sites.
Please investigate why I was able to deposit and opens a new account even though I provided them my ID documents several times and my email address, first name and Dob have not changed.
Please again contact all slow and request a refund.
I was advised that I am blacklisted by played security between 2013 and 2016 and was Able to open up a new account in 2017. They confirmed that I shouldn't have been allowed to open up a new account.
They confirmed with me directly that I'm blocked by the player security department and not allowed to have any accounts on any of their sites.
So it can't be more simple than that.
If I'm blacklisted by played security and unable to open up an account they have to refund my deposits.
Finally got some good news after all the stress and anxiety that they caused me.
At least if I can get my deposits only back I will be happy with the outcome of my dispute resolution.
I don't care about what I won anymore and doing a no win no fee case for professional negligence.
Please request for a full refund of my deposits asap please.
Can I also add to my complaint that I don't recall that I ever had a previous account with all slots casino. I contacted them to see if I had ever self excluded from any of their sister sites. I provided my email address and they advised me that my email address was blacklisted between 2013-2016 but wouldn't provide me with a date.
I have no recollection of any previous account with all slots casino and want to know how they could have allowed me to open up a new account with the same email address.
Also I must add that I did not abuse any bonus system as I never claimed Any welcome bonus.
How was this not picked up considering the fact that the same email address was used and I sent copies of all of my ID in both my maiden name and married name.
I didn't intentionally open another account or claim any duplicate bonus, there was no financial or monetary gain from opening up another account and it should have been picked up by the staff when I sent in all my documents.
That being said, they accepted deposits onto the account and allowed me to play even though I provided them my ID documents and I was blacklisted. Meaning that even had I done a withdrawal it would have been rejected.
All slots casino staff should have prevented me from opening up this account and accepting my deposits, especially when I provided them my ID documents in both my maiden name and married name.
Please update me on the progress of my dispute resolution with mga
For both cases I need you to provide photos of the email in question showing the sent email and the sending details.
These photos need to show the full screen of your computer including the edges. I'm providing examples of this requirement below:
You can see in the above that the first shows the expanded sending information and the second shows the full email.
I've removed some information from these pictures to protect the identity of the recipient and involved casino. Do not remove any information from your photos.
You can send these to [email protected]
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All Slots - No responsible gaming practices
Posted by Jackpotjelly
May 19, 2017
Jackpotjelly consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:
May 19, 2017
As with your other complaint I'd request that you forward on all correspondence you've had with the operator related to this issue to [email protected]