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All Slots Casino - Still waiting for an answer

RESOLVED
Complaint Info
Disputed casino All Slots Casino
Reason Delayed payment
Amount £ 1000
Posted on July 17, 2014

Just a bit frustrated that I made a withdrawal request on Saturday and Sunday, and still cant get an update from All Slots, having sent 4 emails and not one reply. I understand that they don't process for 48 hours, but we are into the 4th day and not an update and no money in my account. I made previous withdrawals last year, and after the frustration of numerous document sending I finally got paid, and I thought this time would be easier, but no this doesn't seem to be the case. I honestly think that they should take this onboard and that their customer support should at least answer emails, can this be so hard? My withdrawals are just over 1,000, so its not exactly a fortune, but it would be better if they could learn from other sites that pay out promptly.

Posted on June 5, 2014

Having tried to find out what stage my withdrawal request was at after 72 hours, I have now been told that this has been escalated, and no reason has been given. I deposited 500, and withrew just over 1,000, and now feel like I have been scammed. Their terms say that withdrawals are processed after 48 hours, and payment is made in 5 days after this, so where is my money All Slots??

Posted on June 5, 2014

I have now received an update through live chat, who I have to thank for the way he handled my query. I have been told that they cant process a withdrawal to my depositing card, even though they did this last year when I withdrew. I have now asked for a cheque to be sent, by courier, at a cost of 35 pounds to me, and will now have to wait and see if they actually do send me my withdrawal. Can I just say that All Slots are not very customer friendly in the way they handle this, and I would love to get some feedback from them.

Posted on June 5, 2014

I believe all is sorted out, you will receive a cheque, depending on your country of residence, within a few weeks max...since you get paid last year, there is no reason why you shouldn't get paid now, right :) ?

Posted on June 5, 2014

I agree that there should be no reason not to get paid, but it is very frustrating that there is a lack of clarity in the state of the payment, and also that it isn't made clear when a deposit is made that a withdrawal cant be made by the same method. And in all fairness, how can it take so long - up to 3 weeks, for a player to get any winnings he may have, when all deposits are taken from my bank account right away? This is my issue, and this is why I am so frustrated. I have no problem with the game play, I think it is very good and seems to be quite fair, and the chat support helped me out as far as they could, but there seems to be a reluctance an All Slots behalf to make prompt payment, and also it will now cost me 35 pounds to try and speed up the payment by requesting a courier service. On chat last night - and I must point out that Jeremy on the chat was very helpful and tried to help as much as he could - the option of bank transfer was discussed but this facility wasn't an option for me when I went to the banking page, and this would have made things a lot easier and quicker. My frustration is purely with the time it is taking to receive a withdrawal, as I believe this should be much quicker. And finally, can I ask why it will take up to two weeks to receive the cheque, when the withdrawal has been processed and courier service - at my expense - has been requested?
BTW, thanks for the prompt response to my post, if the customer support had replied earlier I wouldn't have needed to use this forum.

Posted on June 5, 2014

Hi

Quick question - why didnt you use the free option? You can get a cheque for free, but of course it will take more time...regarding delivery, I've no idea where you live, that's why I said max 2 weeks...it will be prob less...

I'm not sure which was the problem with the credit card, as normally winnings are paid back there with no problems...

Keep me informed when you receive the cheque

Ciao

Roberto

Posted on June 5, 2014

I will keep you informed Roberto, and hopefully it wont take too long for the cheque to arrive, but I chose the courier option as it is up to 3 weeks without courier, and to be honest I would prefer my withdrawal paid earlier than that. I was told that the card I deposited on did not support incoming payments, which I don't understand as the same card was used previously for both deposits and withdrawals, so is that possibly just a delaying tactic on the payment? And hopefully you will appreciate my frustration, as I did enjoy the game play at All Slots, and have no complaints on that point, I just believe that if I am lucky enough to be in a position to make a withdrawal, it should be honoured in a prompt fashion.

Posted on June 6, 2014

probably some changes in the regulatory system make it impossible now to use that specific card to get money in (you should ask your bank, but it could be a waste of time)...I dont appreciate the frustration, but I do understand it :)

Ciao

Roberto

Posted on June 6, 2014

Hi Roberto, apologies for my phrasing of the frustration, but hopefully you know were I am coming from. I made a call to my bank today to see if anything has changed regarding the accepting of payments into my card, and they aren't aware of anything changing at their end, but they did point out that the paying party may have made changes at their end that prevented a payment coming through. The girl also pointed out that on my latest statement, I have several incoming payments to my account, refunded against my card, so they are confident they don't have an issue. Again this confuses me even more, and I am still no closer to getting my payment.........

Posted on June 10, 2014

Still no checque, and not even a response to my comment above when I rang they bank and they told me that the issue was not at their end. Do casinos like this want repeat customers??? I have to wonder.

Posted on June 10, 2014

Looks to me that your bank may have a problem processing money from gambling purposes...unluckly for gaming, the regulations are more strict because of money laundering issues...

Anyway you will receive a cheque, but cheque takes time to arrive of course...

Posted on June 10, 2014

My bank doesn't have trouble processing money from William Hill, Ladbrokes, Tote, McBookies or other sites that have paid me out in the past 6 months, so I am not sure why there is a problem with All Slots, and as I pointed out previously, All Slots did manage to process a withdrawal to the same card last year......

Posted on June 11, 2014

A quick update on this. I am currently away from home on business, and will be back home on Friday, but in a call home last night I was told that a fed ex letter/envelope had arrived to me, so hopefully this will be my cheque, which hopefully will clear by the end of next week, and will end my frustration. As I said in my earlier comments, I have no issue with All Slots play, I think the games are good, the chat staff are very helpful, but it was frustrating that the payout could not be made back to my card. Hopefully if I am fortunate to win at All Slots in the future, the process will be a bit quicker and I will be more tolerant and understanding of the process.

Posted on June 12, 2014

Returned home from business tonight, and indeed a fedex envelope was waiting for, containing a letter and cheque for 960 pounds. Now I have my withdrawal, but this poses another query for me. My withdrawals were for 1030 pounds, and I requested a cheque by courier, so by my limited mathematical knowledge, I should receive a cheque for 995, so where has the other 35 pounds gone??

Posted on June 12, 2014

in which currency are you playing? $ or £?

Posted on June 12, 2014

pound sterling, and I have just been told by live chat that the fee of 35 pounds is on the withdrawal, not the cheque, so I am not actually paying for a courier service I am paying 35 pounds to make a withdrawal!!!!

Posted on June 15, 2014

this is now resolved, payment received and duplication of charge credited back to my account

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