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AllWins – Unprofessional Staff Giving me the run around.

Ruling

Resolved - A verification issue has been resolved and the submitting complainant has confirmed that they have now been paid by AllWins Casino.,

Read our All Wins Casino Review.

Player's Complaint

I would like to request assistance with All Wins Casino.

On September 4th, 2019 I joined this casino and deposited four times for a total amount of 600 euros. Luckily on my fourth deposit I won a sum of 797.50 Euros which is the amount in dispute. On September 15th, I noticed an e-mail from them in my junk folder which was sent on Sept 6th. The email asked me to complete a phone verification for my withdrawal after sending in all my verification documents. They told me they called without warning , and the call went straight to voice mail which is totally normal when I am at work where cell phone rules are strict. They then told me to go on live chat and request a call on the spot. My withdrawal was then returned to my account which is totally understandable. Everything has been smooth with this casino until I took time from work to be home early enough to get on Live chat when they were open. Due to being from Canada I have a different time zone from them so I had to make an extra effort to be home on chat and catch them ONLINE. Eight days ago on September 30th I took time from work again to make it home and actually caught them online. I quickly explained to the live chat agent that i needed a phone verification. Surely A male Agent called me moments later to ask me questions like My name, date of birth, e-mail and title of casino slot game played. Then I asked the agent if we were done and he said yes and my withdrawal would be paid shortly. October 3rd instead of receiving payment i receive yet another e-mail telling me my withdrawal has been declined as a phone verification has not been made. Furious as i was, i went on live chat to explain to the agent that the phone verification was already done. In reply i was told " A phone verification is required" I explained once more that i had spoken to an agent on the phone already. In reply i was told " A phone verification is required" As if i was talking to a robot.

I was told ThePogg was the place to go when needing assistance with Casinos. Thank you in advance for taking the time in reading my complaint.

Read the casino review

6 Responses

ThePOGG
Oct 10, 2019

Hi caramel79 - welcome to ThePOGG.com!

Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.

Thanks,

ThePOGG

Caramel79
Oct 14, 2019

I have just received an e-mail from All Wins Casino stating That the withdrawal has been paid out. I still have yet to receive the funds and would like to keep this complaint open until i receive my winnings which i would then be glad to respond to my complaint letting you guys know that we are square!

ThePOGG
Oct 17, 2019

Hi Caramel79,

That's no problem - let us know when you receive your payment!

Thanks,

ThePOGG

Caramel79
Oct 21, 2019

I have still yet to receive payment VIA ecopayz which is usually instant. I am on live chat with them at the moment and they are telling me again it has been approved and will be processed in 2 business days. I will report again once received.
thank you

Caramel79
Oct 22, 2019

i can confirm AllWins has paid my winnings. Thank you The Pogg.
This complaint can be closed now :)

ThePOGG
Oct 25, 2019

Hi Caramel79,

Thanks for letting us know - it is appreciated!

ThePOGG

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Agreement

caramel79 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:

  • All Wins Casino
  • Curacao eGaming
  • Topia Solutions N.V.

October 8, 2019