Complaint #21 AllReels Casino

Not getting my winnings Allreels

By jONIspe1

2 years ago

Dear AskGamblers,

I have difficulties getting my winnings from allreels casino. They are simply not processing the withdrawals and I have waited for long. 25.1.2024 they sent an email that they would do additional checks and that it would take maximum of 14 days. But no update since and no payment. I am waiting for payment of eur 843 and I sent them all the documents 4 weeks ago. I only played one game, a new game called Hot Potato, so not sure how they need four weeks to look at that. Hope this is a legit casino.

Disputed Casino AllReels Casino

Reason Delayed payment

Amount €843

Discussion

AskGamblers

• Support Team

2 years ago

Dear @jONIspe1,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

AllReels Casino

• Representative

2 years ago

Dear JONISPE1,

2024-03-07 11:12:17 UTC +0 You have been notified that your account verification has been successfully completed.

2024-03-08 06:00:08 UTC +0 You have been notified that your payment has been successfully made in the amount of 500 EUR.

You have also submitted another withdrawal request in the amount of 343 EUR.

These withdrawal requests are processed on an individual schedule, by the rules:

9.2. The finance department has the right to determine its own payment and withdrawal terms, as well as the maximum and minimum withdrawal amount for each procedure, which may differ depending on the withdrawal method, account status, and other possible factors affecting the withdrawal process.

You can also always request a customized payment schedule by contacting [email protected].

All actions regarding your account are carried out strictly within the framework of the rules of our project.

Sincerely,
AllReels Casino Risk Department.

jONIspe1

2 years ago

It has now been 2 weeks since I filed this complaint and All Reels casino has done absolutely nothing to pay my winnings. Nothing paid. They are just copy pasting the same story they sent me in January!

AllReels Casino

• Representative

2 years ago

Dear JONISPE1,

We inform you that your account is still under review by our casino's risk department.

You will receive a notification via email linked to your casino account as soon as your account is checked by the Risk Department.

We inform you that all actions in relation to your account have been and will be carried out strictly in accordance with the current rules of our casino, which you agreed to when registering your account.

Thank you for your understanding.

Sincerely,
AllReels Casino Risk Department.

AllReels Casino Complaint Stats

Resolved 4 / 4

Avg. Amount $4,113

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

AllReels Casino Complaints

See all complaints for this casino

No payment since January

Good day,

I have waited for my funds from AllReels for a long time. I made a deposit of 350 € and made withdrawals of 500 € and 281 €. After verifying my account on the 22nd of January I received an email from them explaining that

"We would like to inform you that your game account is undergoing additional checks by the Risk Department.

We will notify you by email when the check is complete. The procedure can take up to 14 business days."

My account is verified.

AllReels Casino please pay me my fund requests.

They are well overdue.

Resolved

€781

Big win, but very slow payment

Dear Sir or Madam,

I would like to accept your offer and make a complaint about an online casino. I am already fully verified.

The problem:

I deposited about 200 euros and wanted to withdraw 300 euros first. Thereupon the support says that I have to convert the deposit amount at least 3 times. No sooner said than done. I continued to play and won more. So I could pay out the first two payouts i.h.v 400€ without major problems, only with some waiting time.

When I won the larger sum around 11.000€ the problems started. My withdrawal requests of 400€ were cancelled and I was told to request 200€. That went also, but with unbelievable delay.

Until now only 1200€ were transferred to me.

Still open are now in sum 10.800€.

I understand the sense behind it, they want to keep the money as long as possible and hope that you continue to play. But logically I will not do that until my honestly won money is transferred.

I hope that you can help me.

Best regards

Resolved

€10,800

Allreels Casino - Delayed payment, skype call ignored

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.

Resolved

€2,083