Ag Awards

Always Cool Casino - Delaying withdrawal

Complaint Info
Disputed casino Always Cool Casino
Reason Verification issues
wilmcvey United Kingdom Message
Posted on May 16, 2014

Dear AskGamblers,

I am hoping you can help me swiftly bring to resolution my withdrawal request from this casino.

I requested a withdrawal for 4500 Euro from Always Cool Casino on 03/12/12,and have still to hear anything back regarding this,despite the casino already having in place ALL of my verification documents etc...

I have been an active depositing player here for a few months now, and have never had a withdrawal request successfully processed.

I have been given lots of excuses from this casino,regarding this issue,and I am hoping you help me speed things along.

Posted on December 11, 2012

A response was sent today. The player has not completed the wagering requirements on the bonus.

wilmcvey United Kingdom Message
Posted on December 12, 2012

I played with My Deposit, I WON with my deposit, I didn't complete wagering requirements to release the BONUS money (using the Bonus money), which is separate from my real balance. Deposit has NO wagering requirements, are you trying to say that if a player takes a BONUS whilst depositing, and doesn't make Playthrough on the limited amount of games he/she can play with using SEPARATE bonus money, then their deposit however great or small is kept by yourselves? If that were the case, why does Bonus Money ZERO Out, and NOT my REAL MONEY (Which is my original DEPOSIT). I'll tell you why, it means bad luck on obtaining a bonus to cashout, but hey, you can still play with your real money, simple.

I have never heard of this in all my years playing Online Casinos.

When I take a bonus and it is separated like your Casino does, you can still play with your Real Money Balance if you don't fulfill separate Bonus playthrough requirements.

Now If what you're saying is true, then you would have just ONE balance,and not TWO, where deposit AND bonus is combined like other casino's that use this format, where on completion of Wagering Requirements, a player can easilly see what he/she can withdraw, or play with.

I am hoping someone at ASkGamblers can please see my obvious and valid point.

My Always Cool Casino Account, shows 4500.35 Euros, in my real Balance, I know how it got there, originally it said 25 Euros (My Deposit), To me this is not rocket science.

Always Cool need to address this.

Posted on December 12, 2012

I'm not sure you're understanding what Accounting is telling you properly. Deposits are always connected to the bonuses you take with them. Just because you've lost your bonus does not mean your real money balance now suddenly becomes fully withdrawable (beyond the original deposit which can always be withdrawn by forfeiting anything else you may have in your account). You need to complete the wagering requirements if you want to make a withdrawal on winnings. To get updates on how far along you are, please consult Accounting and they will update you as and how they can.

wilmcvey United Kingdom
Posted on December 13, 2012

You have avoided all my points raised, just like a crafty politician!

Now you are stating, that I could have withdrawn my deposit, well I already knew this, but decided to play with it and try and win some money!!!

Now if I had less than my deposit, the answer I would have gotten back from your Accounting department,which I've had before, word for word

Dear William,

Thank you for contacting us.

We checked your account and your current balance is $0.09. Please remember that we do not process payments for under $20. You can proceed to make your initial deposit at your earliest convenience and continue playing so that you earn enough cash to request a withdrawal.

Well this time I DID earn enough money, you simply DON'T want to pay me.

You keep referring me via live chat (All Transcripts recorded) to your Terms and Conditions.

There is no where, where it states if a player does not fulfill BONUS Wagering Requirements, he/she cannot play on with their deposit money. It only states that Deposit Money does not count towards wagering requirements with associated bonus.

Your T and C's continue ONLY to break down how much of a Bonus a player can cashout on meeting wagering requirements.

I have a copy of your terms and Conditions, at time of initial withdrawal request.

The money is in my account, because I played and won.

wilmcvey United Kingdom
Posted on December 15, 2012

I have just had my deposit refunded and I can't access my casino account!


Posted on December 15, 2012

As you were already told via email & ticket update :

Dear William,

After performing a security review for this account, your withdrawal request has been declined due to violation of our policies on multiple accounts. These can be reviewed at :


Policy violated:

Term #8 - Multiple Accounts Are Not Permitted

Opening multiple accounts is strictly prohibited and results in an immediate ban as well as revoked winnings.

We limit our accounts to one per household. This includes computers, email addresses, and credit card numbers. This also applies to shared environments such as libraries, workplaces, dorms, and universities.


Multiple accounts:


**All accounts mentioned above have the same exact physical address and IP.

Your last active deposit of 25 euros has already been requested to be refunded to your MoneyBookers / Skrill account and Management has decided to close the above accounts permanently.

wilmcvey United Kingdom Message
Posted on December 15, 2012

What a surprise, how did I know you were going to accuse me of that.

I do NOT, and have NEVER had more than my ONE account at your casino, how dare you.

If this was the case you would have detected this way before my complaint of you not paying my winnings.

Everybody reading this can see this.

I have searched the internet for all complaints against you, and I will put them all neatly together on my blog which has a good following, with my video of myself calling you by phone, revealing verbally some lies you have stated on this site against me.

I was correct in filing a complaint against you, I have receipts for numerous deposits at your casino and affiliate casino, I have never received a penny in withdrawals.

You say I have multiple accounts 2 weeks after I made a withdrawal request, you are the liar and fraudsters. This is not an accusation, but the truth.

I want all of my deposits back, you are not a real casino, you have broken Data Protection Laws, of which I have transcripts, you do not even have a system in place where a player can see his or her betting history? I'm sure that that is a requirement to obtain a gaming license.

Fellow gamers, please do not deposit with this casino, I guarantee you will not be paid, you will be called a liar, and eventually you will be called a fraudster.

Details of video and transcripts to follow very, very shortly.

Posted on December 15, 2012

While we are fully in the right even with what we were discussing previously since Accounting detected multiple accounts we did not see the point in continuing the argument.

We have provided you the name of the person who shares your physical address AND your IP address in the email we sent you. Are you denying this?

wilmcvey United Kingdom Message
Posted on December 15, 2012

What email you sent me? What ticket update? This is nonsense and typical of you, just using the same multiple account excuse for not paying winning players.

Extremely slanderous, please do not try and belittle myself.

I record everything, and I do have proof.

wilmcvey United Kingdom
Posted on December 15, 2012

Who < content removed > do you think you are by saying "do you deny this", you would never dare say that to my face. If you were based in the UK, I would have you prosecuted.

Posted on December 15, 2012

The evidence has now been updated in your ticket and emailed to you. Please check and confirm you got it.

wilmcvey United Kingdom Message
Posted on December 15, 2012

You have sent an email to me, showing my email address and another email address.

And this means I have 2 accounts?

I can send you an email back with lots of made up or real email contact details, this means absolutely nothing to me.

First email you send me says payment declined due to Wagering Requirements, now this email says payment declined due to multiple accounts at my address.

You guys have to make up your mind with what story you're going with here.

Just about every declined withdrawal story I've read (quite a lot) regarding Always Cool Casino, ends up in the Player having their accounts closed and being accused of having multiple accounts etc..

You are notorious on all the forums, and I will make sure a lot more will become aware.

I don't believe I have ever been duped, but I will learn from this.

Posted on December 15, 2012

This person's IP (internet connection) and physical address matches yours exactly. If you're saying you don't know them that is truly a miracle. As far as we're concerned, we consider the matter closed.

Ask Gamblers can request the exact technical evidence and we are happy to provide it.

wilmcvey United Kingdom
Posted on December 15, 2012

You consider this matter closed, please provide your fandangled technical evidence to show that I have more than one account.

You are probably typing this other account up as we speak.

If I was a liar, I think I would have given up the ghost by now.

I'm away to bed now, but note to everybody else, if you do want to speak with these guys, please use this site, they seem to be very responsive,makes you wonder, eh?

Good night

Posted on December 15, 2012

The evidence provided you shows the other account from your address and internet connection belongs to a Laura Tate. Are you saying you do not know who this person is? If yes, I am willing to investigate this matter further to see if there is an oversight on our part here.

wilmcvey United Kingdom
Posted on December 16, 2012

Do not know this person?

Posted on December 16, 2012

OK so just confirming, you do not know anyone called Laura < surname removed >?

wilmcvey United Kingdom
Posted on December 17, 2012

I have forwarded this complaint to The Data Protection Commissioner, I find your actions to be in breach of the Data Protection Act.

Also included is a recording of a telephone call, where you have NOT validated my details, and 2

wilmcvey United Kingdom Message
Posted on December 17, 2012

I have forwarded this complaint to The Data Protection Commissioner, I find your actions to be in breach of the Data Protection Act.

Also included is a recording of a telephone call, where you have NOT validated my details, and 2 Live Chat Transcripts where again you have failed to validate myself as a customer of your establishment.

Posted on December 17, 2012

The question was very simple. Do you or do you not know Laura Tate who registered an account with the same physical address as you and used the same IP address as you?

wilmcvey United Kingdom
Posted on December 17, 2012

I have investigated further, and I can confirm there was a second account registered from my home. I am not very happy with this person at the moment.

Please accept my apology, I genuinely only have my own account that I deposit with, I was unaware of this, and now I feel quite deflated.

I know your terms and conditions state only 1 account from one household, same as all the other casinos I play with and I have always accepted this fact with gaming sites.

When you first mentioned her name, I thought you had maybe looked at my Facebook page and fabricated an account!

Up until then, I quite believe I was correct, but you have been thrown a "get out of jail free card", and my complaint has lost weight.

Posted on December 17, 2012

> When you first mentioned her name, I thought you had maybe looked at my Facebook page and fabricated an account!

This is the kind of paranoia that'll get you into trouble. Casino organizations don't go around fabricating accounts just so they don't have to pay you. Have you considered that everyone who gets caught with multiple accounts makes a big fuss about it on forums just like you did even though they're in the wrong? That is why you see all the so-called complaints on this matter that you were looking at and thinking we were doing that to you. I assure you I have never even heard of a casino organization that actually did that and I've worked in this business 15 years.

We were one step away from reporting you to iovation as a scammer. This is why I asked you the question point blank. However since you have apologized we will reconsider that. Your account however, will remain closed along with the account of Laura Tate. I really hope this has been a teaching moment and you will learn from this and not jump to conclusions so hastily in the future.

Thank you for your apology. I now request Ask Gamblers to close this complaint.

wilmcvey United Kingdom
Posted on December 17, 2012

Thankyou for the debate, quite a lengthy one, and yes I do see some of your points now that the fury has gone.

Thankyou AskGamblers once again, I do ask that you close this issue.

Wil McVey

Posted on December 17, 2012

I appreciate the sentiment but you don't have to thank me. Addressing player issues is my job. If anyone posts a complaint in any public or private manner I address it immediately and ensure the player understands what is going on. That has always been our commitment and always will be.

Posted on December 18, 2012

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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