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