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Allreels Casino - Delayed payment, skype call ignored

RESOLVED

Complaint Info

Disputed casino

AllReels Casino

Amount

€ 2083

Nummik Finland
Posted on June 18, 2021

Hello Sir,

I made an account with Allreels casino on June 9th. I took made two deposits, lost the first one but managed to complete the wagering requirements on the second deposit bonus. I requested withdrawals and on June 11th they asked for my documents. First they asked me for these documents:
- A color copy of your passport / ID card.
- A screenshot of your bank account which contains the following information:
• Bank account number / IBAN (international bank account number)
• Bank ID / BIC (bank identification code)
• Detailed address of beneficiary (postal code, street, city, country)
Please also repeat in written form your bank details (IBAN, BIC, detailed address of beneficiary).
- A selfie with your passport / ID card against the background of our site allreels.com.

I have provided them the documents for my identity (passport and a picture of me holding my passport against the background of their website), address (electricity bill) and payment method (screenshot of the transaction in onlinebank showing my name, IBAN etc etc). However they insisted sending them a screenshot from my online bank showing "Detailed address of beneficiary (postal code, street, city, country)". In Nordea banks online bank (one of the biggest banks in Finland) you cannot get this type of screenshot so they are asking for an impossible document for KYC. The address is only shown in the bank statement.

After explaining this to the casino they said I need to do a Skype videocall KYC with them. They said they would call me on Skype today between 9 and 10 pm (GMT+3). I waited by my computer for a full hour for their call and nothing. No call. I have better things to do than wait for them for nothing. I have busy enough schedule as it is and do not appreciate this kind of behaviour from a casino.

Please Ask Gamblers can you ask the casino to stop the delaying and start processing the payments. The withdrawals are only 2083 EUR, but I feel like I am a lotterywinner based on the amount of KYC they are conducting. I made this complaint as neutral as I could, however I am very displeased with Allreels Casino as they have almost a rating of 9 out of 10 here at Askgamblers and I expect better from high rated casinos. I will include pictures of some of the emails and the documents I have provided them with.

Thank you for your time.

Posted on June 20, 2021

Dear NUMMIK,

Thank you for describing the situation in detail.
I will contact the Risk Department with all the details regarding your login and verification.

As soon as I have the information I will contact you immediately.
Thank you for your understanding.

Posted on June 21, 2021

Dear NUMMIK,

Skype verification for your account has been revoked.
Your account has been successfully verified.

You can make withdrawal requests and successfully withdraw your winnings to your Zimpler bank account.

If you have any further questions or difficulties don't hesitate to ask me.

Nummik Finland
Posted on June 21, 2021

Thank you for the swift response Allreels representative. My limits were dropped to max 250 EUR per withdrawal, max 250 EUR per day and max 750 EUR per week. So in case of a large win, it will take a very long time for this casino to pay out the winnings. In my case it will take 3 weeks to get the 2083 EUR.

However they have now paid my first 250 EUR withdrawal (instantly after I requested it) so I am happy with the resolution.

Case can be closed as resolved.

Thank you Allreels and AskGamblers.

AskGamblers
Posted on June 21, 2021

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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