Refund declined due to verification documents not being accepted

Good afternoon,

To make long story short, I am a new customer with a pretty big winnings. First I made a withdrawal back to my Visa card but something went wrong and funds returned to balance. Strange but OK, I had same problems before with other casino, so decided just make another deposit and linked my Skrill account. After that I uploaded all requested documents - passport, bill and proof of ownership for Skrill. And order a withdrawal. All this were 1 week ago. Till today nothing. Emails are showing 72 hours period for documents to be checked. Withdrawal processing time is 72 hours as well. Right now in chat agent explains that there is no timeframe at all and my verification can be pending till next New Year. I had 410 eur my own funds and total balance is 4000 eur.
Please help me to resolve the issue.

Hello. 25/07/2019 made a deposit of 200 + 100 euros and won 3400. When I requested a withdrawal of 2000 euros, it was necessary to send documents.
01/08/2019 my account has been verified and confirmed by email:

email from the casino

Ihre Dokumente wurden akzeptiert

Hallo Benedikt,
Ihr Benutzername ist: Pavian
Wir möchten Sie darüber informieren, dass Ihre Dokumente die Verifikation erfolgreich überstanden haben.

Vielen Dank für Ihre Unterstützung in dieser Angelegenheit und weiterhin viel Glück in unserem Casino!

02/08/2019 online chat said that my withdrawal will be approved soon. After 30 minutes, I will not be able to log into my account. . Online chat did not give any explanation.

I used Sofort to make my purchase for credits on the casino. It was a weekend that I made the purchase but on the Monday, funds that were in my bank account, had gone out already for other various bills that were being paid. Unknowingly I did not have the funds necessary at the time, however, a few days later, when I had funds in my bank account, Sofort took out the 2 amounts that I purchased from the previous weekend. both were for around 280 Euros (320 chf).

Now, a short time later, I won with All Slots. It was not a great deal but it was winnings which I was happy with because I don't really have much luck with online casinos. I cashed out and waited for my winnings to hit my Skrill account. When it arrived, I was missing some of my winnings. After contacting chat help with All Slots, they told me that I was settling funds from my winnings because I did not have the funds in my bank account at the time of the purchase, or at the time that they tried to take my money from my bank account. I told them that the money had gone from my bank account from the credit purchase, I even uploaded them my pdf's confirming that the amounts were taken.

This is where it got a little annoying. Each time I was asking chat help what was happening, they told me that they would send my case to Operations Department. I think I have had at least 10 different emails from 10 different people telling me 10 different things. One sent me the dates of the transactions with the amounts including the order id numbers. The Order Id numbers were on my transaction confirmations through my bank which I emailed to them and yet they still are confused as to how to help me. One email from Operations Department told me 'after a thorough review of my account, my case had been resolved due to 'delayed billing', which means absolutely nothing to me.

This had actually already happened once early last year but I just thought that they knew what they were talking about and I never investigated it further.

I was basically being double charged through incompetence and now it seems that these chat help people are just people you can chat to but without actually getting any help. Chat help can't really do anything for you and their responses are quite arrogant. They use a little Jargon which I don't have a clue about, yet they use it like these things are part of the everyday vocabulary for casino users.

I am very disappointed with the service. Chat especially. After receiving the promise of a phone call and them asking me for convenient dates and times three times, still nobody bothers to call.

The games are fun in this Casino, the platform is a little iffy and once verified, you get your winnings in a good time frame, however, if something out of the ordinary happens, be prepared to go bald with Chat Help.

I attached files and highlighted the order id numbers which I was settling funds. The image I attached of the settlement fields, are actually showing less. To date, I have settled 500chf with my winnings PLUS paid from my bank account! The last time I spoke to chat, they told me that I still had an amount which I owe, outstanding. Incredible that they can not see that these amounts have been paid in and yet I owe THEM money. They also asked me to contact Sofort. This is ridiculous and lazy. Why do I have to do everything? All Slots are the service. Chat help are soooo lazy...... and slow to boot.

All Slots reward loyal customers with a certain amount of loyalty points which can be redeemed for credits. I currently sit on Platinium level and at the start of a calendar month if I have maintained this level (Platinum) for 3 months I get 30,000 loyalty points credited within the first week of the following month. Well, so I thought. After speaking with two different support persons and getting two different responses as to why I haven't received it I am getting nowhere. The second support person had to keep referring to her manager after I had an answer for her crazy suggestions as to why it hasn't gone through. I asked if the casino set the loyalty program up and she said yes and the exteranl support team had done training on it. There needs to be a much better communication line from the casino and the support team. Since All slots got rid of the old support team the service has gone downhill dramatically. The old team were fantastic! Would remember you and remember old conversations. Made it a really enjoyable process. So long story short going off there rules on there site about loyalty bonus I should have been paid and wasn't. Maybe back to bet365

hi, I have a problem with the payment of 2,500 euros in the casino all the machines, I was asked for verification documents, I sent all the documents here in my account and I sent an email with my documents, in a chat that I was told it would take 48 hours. After 48 hours, I asked what my verification said? chat people started talking about a different topic and talking with chat, it will take longer and wait ... however, a week ago, when I asked for payment and still have no answer, where my money is, I sent three e-mails to them and I did not get any answer right now on the chat I'm saying from a blind side of any documents from me, it's not normal why these people do it? I spent a lot of money on casinos and they want to deceive me ... I am asking for help in my case ... I am closing the annexes with the payment order 27/12/2017 I sent the same day on the same day ... I am asking everyone for help in this matter I will be really grateful and thank you very much ...