All Wins Casino - プレーヤーがお金を引き出したかったので、カジノはお金を没収しました。

Hello, I want to submit a complaint about All wins casino. Almost a year ago (October, 2018) I won a huge amount of money in casino (4437 EUR) after what I was asked to send documents to verify my identity. After casino received the documents they asked for verification call. Then I received a message telling that manager tried to call me but did not reach me. That was strange because I had no missed calls.Shortly I found out that my casino account is blocked. Support agent in chat informed me that they will need to speak to me over the phone to unblock it. After that the first call was made. Casino reached me without problems, we had a conversation and they gave me the password so I could unblock my account. After I unblocked it I saw that my balance is 0! I started chat and I was informed that to verify my account I need to talk to a manager but manager is not available today anymore. Next day I had a phone conversation with a manager that was offering me promotions and at the end of the call he told me that account is verified now. Shortly after I received an email explaining that my win was confiscated because I was not playing for a long time and it will not be returned. The thing is I did not want to play with this money, I wanted to make a withdrawal! How could they confiscate my win with the reason that I did not play? It is not fair and it makes withdrawal in this casino not possible at all. They offered to explain me over the phone. So third call was made and they did not explain anything. It was just regular verification call, plus they told me that they will call again. I could not believe this!!! I was waiting for them to call forth time but they never called. "They couldn't reach me". Can you imagine? After that they offered to explain me everything in email. I agreed. And you know what? They requested documents. Documents which I sent at the beginning of this whole story. I sent them again and promised to open a dispute if they find another silly reason not to return me money.  Almost 2 weeks passed and casino is silent. As I promised I am submitting a complaint now. I am sorry for such a long storry but  almost a year passed and I still did not get my money.

Hello Tomas.

Thank you for submitting your case. Firstly, I would like to ask about some facts.

Was your balance of €4,437 winnings from some bonus? In case it was, which exactly? Are you sure that you completed the wagering requirements?

In case that you still have your communication with the casino, could you please send it to us? (matej@casino.guru)

Thank you.

Regards, Matej

Hello, yes it was my win from the welcome bonus 250%. And I am sure I completed the wagering requirements, and moreover it wasn't an issue with the casino.  I  continued communication with the casino almost  till end of August more or less, but I am fed up with them, truly. 

Hi. Is there reply from casino? yesterday countdown was showing that 20 hours left for casino to reply. It is again almost 5 days today. Why?

Hello Tomas. 

I adjusted the timer because All Wins Casino is non-responsive to us. We are trying to get some better contact to be able to help you. 

We're really sorry about your negative experience. 

Matej

Well, I am not surprised. I might be contacting their license then 

I am really thankful for your efforts!

Hello Tomas.

I am very sorry, but the All Wins Casino hasn't responded to us in the given time frame. We will publish your complaint, and, hopefully, the casino will notice the lowered rating and try to explain what happened.

Regards, Matej