All Slots Casino - 10k declined payout

RESOLVED
wazzyp Australia
posted on January 27, 2015.

At the start of January 2015 I won $10,000 fair and square with All Slots casino and withdrew the money. I call the casino a few days after I withdrew as I had noticed the money had disappeared from my account only to be told by customer service that my cheque was in the mail.
After waiting a little over a week and still no cheque I called the casino again and was told that I had been sent an email for verification documents to be sent through which I sent over the course of that next week. I got confirmation emails advising that my documents had been received so I again called and was told that everything was verified and approved for my cheque to be sent.
Great I thought and that was nearly a week and a half ago so I called today and was told that my Withdrawral wasn't approved as I had used another card to deposit funds into my account which had someone else's name on it, of course now I was at the point of frustration and the operator 'Eric' told me he would look into it and call me within the hour. The hour came and went so I called back and spoke with 'Justin' who told me the same thing he would look into it and call me within half an hour and sure enough Justin called to advise that he had no news but was keeping me updated that he was still waiting. About an hour or so later Justin called me back and advised that the finance dept had reverified my information and there were no problems. Then another hour had passed and I got another call from Eric and was again told that my Withdrawral was declined. I asked to speak to someone higher and was put into 'Danny' who again told me that because I used a card that didn't have my name on it even though it was verified with a letter from the card holders they had confiscated my winnings.

The cards used that did not have my name on them were used AFTER I had already withdrew my $10k so how can the use of these cards have anything to do with the decline of the money they owe me????

posted on January 28, 2015.

Hi wazzyp,

I am looking into this and will get back to you.

Best regards,
Michal

wazzyp Australia
posted on January 29, 2015.

Thank you Michal I appreciate it

AskGamblers
posted on February 1, 2015.

Any news?

posted on February 1, 2015.

Hi wazzyp,

Upon investigation by our financial department, I have to say that unfortunately, the withdrawal will not be paid, as the credit card used to deposit was not in your name. Our terms & conditions state:

5.6 If using a credit or debit card, the Cardholder's name MUST be the same as the name used when registering with the site. Where this is not the case the account will be suspended. Where an account is suspended, customers should contact Customer Services for details of our verification process.

5.7 Any withdrawals that are made by bank wire or cheque will only be payable to the name used when registering with the site and if a debit or credit card has been used to deposit funds the name must correspond to the name registered on the card.

Of course, the deposits will also be refunded, and we will need instructions from the card holders as to how the deposits should be returned, as we cannot void or process refunds to those cards. Please contact casino support to work this out.

Regards,
Michal

AskGamblers
posted on February 4, 2015.

@wazzyp,
Can we close this complaint, did you received your refunds?

wazzyp Australia
posted on February 5, 2015.

Thank you for you assistance Michal.

However I have received new information which I will be taking further from another All Slots user that I know who has advised they were in the same position as me (using 2 different cards not belonging to them) , made a Withdrawral of $1400 back in August 2014 and sent in EXACTLY the same documentation I had to send for verification of the use of these cards which were all accepted & approved just like mine were and what do you know they were granted the withdrawal which was paid out into a their netteller account!

I have a copy of the users netteller statement showing the refund which has Seabrooke 3 listed as the description (this is All Slots is it not) & also shows an identification number for the merchant transfer.. I am also in the process of trying to recover any sent or recieved email notification regarding this payout made which according to your terms & conditions is not allowed?!!

As I expressed to your customer service operators this declined payout DEFINITELY has something to do with the dollar amount more so than the use of cards that did not match with my information and now I have the proof to back up my theory.
I will again be discussing this new revelation with my lawyer as I am not giving up on this and even more so now. If terms and conditions apply within your company not only to protect you but also assure me I'm not being scammed why is it that it seems this condition is only used at the casino discretion?

Please advise the best email address for me to be contacting with this new information & documentation.

Thanks

posted on February 8, 2015.

Just as an update - AskGamblers has requested proof that the credit cards belonged to a third party, and I am following up on that.

wazzyp Australia
posted on February 8, 2015.

Appreciate it thank you

posted on February 11, 2015.

Hi wazzyp,

Regarding the information you have about the other All Slots player you know, please send the documentation to [email protected]

Thanks,
Michal

AskGamblers
posted on February 14, 2015.

Any news?

posted on February 15, 2015.

I have sent AskGamblers evidence of the player's breach of terms & conditions. I have not yet received any information from the player as to the similar case he noted.

AskGamblers
posted on February 16, 2015.

Upon evidence that we received from a casino, we can confirm that this player breach T&C rule 5.6 and 5.7. We consider this complaint resolved and closed. We can recommend to the player to seek further help with LGA Malta.