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All Slots Casino - Delayed ID verification for withdrawal to be processed and account locked

Complaint Info
Disputed casino All Slots Casino
Reason Delayed payment
Amount $ 5000
Posted on August 3, 2015

I have been trying since the 14/07/2015 to withdraw my winnings from my All Slots Casino Account I have been dealing with 3 different Floor Managers the current one being Anthony who has been the most helpful but unfortunately even he cannot tell me why my withdrawal has not been paid out being in the amount of $5,000.00 aud.

I have supplied all the required documentation plus additional documents that were not even requested and I have in fact emailed these documents over 5 times now as the first 8 days they kept saying they had not received them.

I have been told that my ID has been confirmed and I can now have my payment processed to log on and accept I tried logging into my account and it is locked so I called back to be told my account has been closed. Then I call and get Anthony who had me resend all my documentation once again and he confirmed he personally was taking them to the security team. Then he told me they are saying there is a delay in paymets by 400 + so it can take sometime I find this very unacceptable and understand Anthony does not manage the security departmet and he is trying his best to have my ID vertified but even he said yest he does not know what to tell me as the security team said they will get to it when they can.

Can you please assist me in anyway in finding out why my withdrawal and ID verification has not been done.

I can forward any email correspondence and documentation supplied at your request.

Thanking you in advance for your assistance in this matter.

Regards Kooi-Sim

Posted on July 26, 2015

Hi Kooi-Sim,

It appears that upon investigation, your account was in violation of the casino's shared environment policy:

8.11.7 We reserve the right to restrict players in any way we see fit, at our sole discretion, from opening accounts at the Casino in situations where computers or environments are shared.

Due to the nature of this issue, we cannot publicly reveal precisely how the casino determined that the environment was shared, as this information could be used by players who intend to defraud the casino. But I can assure you that there were several common factors between your account and other accounts at the casino to justify the closure of your account.

As such, the following terms & conditions apply here as well:

6.3 If we de-register, exclude or suspend you from a Casino, we shall have the unlimited right to:

6.3.1 withhold payment to you of any contested funds, whether such funds are deposits, refunds, bonuses, free monies, Casino credits, payouts or the like;

I understand this investigation took a considerable amount of time, but we do take this issue seriously, and needed to complete a thorough investigation to be absolutely certain of the circumstances before closing your account.

Jackpot Factory Representative

Posted on July 29, 2015

When I first registered with All Slots I spoke to live chat to check the following 1) that if I had an existing account and 2) that my computer comes up with an error message saying conflict with IP address as it is the same as another computer - the representative told me that this would not be an issue but from the reasons you listed above it now seems like it has been an issue? I even received emails saying congratulations on your big winnings for $8,345.25 on Eagle Wings and previously 2 other emails similar but for smaller amounts couple of months earlier when I first opened the account and I made number of deposits into my account but now when I win you do then say it will not be paid out??? I cannot believe I got told only 8 days ago that everything had been approved and I would now be receiving my winnings as per my withdrawal method I picked. Can you please explain why only once I had won big that you then do checks but you do not bother whilst I keep making deposits into my account?

Posted on July 30, 2015

Hi Kooi-Sim,

Regarding financial transactions, it is always the responsibility of the person who is initiating a transaction to ensure that the money is going to the intended place. So when you make a deposit to your casino account, it's your responsibility to make sure the money gets to the casino - and that's why we offer a wide variety of safe, trusted payment methods for easy transactions. Likewise, when you request a withdrawal, it is the responsibility of the casino to be sure that the funds are going to the correct account holder. That's why these checks are carried out upon processing a withdrawal.


Posted on August 3, 2015

We consider this complaint unresolved. We didn't get any evidence from a casino to back up their statement. We recommend to the player to seek further help with a licence authority that issued casino's licence.

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