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

October 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

October 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

October 17, 2019

Hi Caramel79,

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

Thanks,

ThePOGG

Caramel79

October 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

October 22, 2019

i can confirm AllWins has paid my winnings. Thank you The Pogg.

This complaint can be closed now :)

ThePOGG

October 25, 2019

Hi Caramel79,

Thanks for letting us know - it is appreciated!

ThePOGG