Ag Awards

Always cool casino don't want to pay?

Complaint Info
Disputed casino Always Cool Casino
Reason Delayed payment
Amount € 157
Posted on July 23, 2014


1 week ago I received an email with an free chip inside I redeemed it and wagered the complete chip and I left with €157.50 in my account, that is the maximum what I can withdrawal of the free chip, I created 3 tickets for my withdrawal request! They told me on live chat that the response within 1-3 days! Now 5 days have passed! and no response on livechat! they close the livechat! and the block me from the livechat, I emailed them few times also no response! I want my winnings! Alwayscool casino: what are you doing to players! this is not normal! they tell me they are on holiday the will have a look next week?! i dont believe that! 

Alwayscool! pay my winnings!

Posted on May 17, 2014

The reason this player was denied the payout was due to the player taking a free bonus from a restricted country. Our terms and conditions clearly state that his country of the Netherlands is restricted from bonuses.

The player can play real money and he will get paid with no issues but he is not able to play with bonuses due to our terms and conditions.

Posted on May 19, 2014

oke alwayscool! i understand your answer a little bit, but why do you send me special free bonuses trough email then if you know i never can withdraw then? that's very sadly in my eyes! so please answer this question!

Posted on May 21, 2014

Our Marketing emails are sent to all our players presenting hot new bonuses but it also announces new games that are coming or have come to our site. In fact we just launched Top Game casino suite to our site. You would have not known maybe if you hadn't received our newsletter.

As well, it is the obligation of all of our players to understand all the rules and regulations on the site. We can't be held responsible for players not choosing to read all the terms and conditions. We are more than happy for you to play cash money but unfortunately we are unable to offer bonuses due to country restrictions.

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