Anna Casino

FS win removed unfairly after withdrawal

R2500

I received 30 FS on Jimi Hendrix slot and did meet the requirements for a withdrawal. After the withdrawal they rolled back the money to my casino account several times then they completely removed the win stating that I should not have received those spins. Received an email stating I have been abusing the FS bonus. I'll attach a print screen of the withdrawal and the email they sent me.. they dont answer on the chat and not my last mail when I asked why I got the spins credited. I have read on a gambling forum that same thing have happened to several ppl. Hope this information was enough I am sorry that the attached files is in Swedish but hopefully you can translate them if not I can do so. Just noticed that the §12 that they reffering to is completly different on the swedish and english §12 on the swedish terms are §13 on the english if you need further information dont hessitate to contact me Best Regards Jonna

Confiscated my withdrawal unfairly

kr3000

I received free spins on the slot Jimi Hendrix. Won and managed to wager the bonus to a profit of 4200 sek. When I made a withdrawal the money suddenly disappeared. I emailed and wrote in the chat but no one answered me. When i logged of my account and tried to write in the chat they suddenly answered me. Their explanation for my profit confiscated was that I never made a deposit. When I explained and proved that I had deposited money in to Anna Casino the story suddenly changed and they said that I had committed fraud. When I asked them to explain they changed the story a third time and said I had no right to the freespins on Jimi Hendrix.

Freespin wins unfairly confiscated

kr4200

I had freespins on my account and i won some money with them and then they just confiscated the money. Claiming that i wasn't eligble for the spins that they themself had added for me.

Winnings removed due to mysterious bonus term violation, support not answering

€300

My rather small winnings of 57 euros were removed after I had made a withdrawal. My deposit was only returned to my account. After sending them 5 emails, trying to access live chat, I received one short email that I had broken the bonus rules. I did not play with a bonus with this deposit. I didnt receive a bonus with my deposit. They don't respond to emails or live chat. I can access my account, and they keep sending me reloads and promotions. I dont want to play with them before this is resolved and I get my winnings.

Hi, this is my second and more complete - hopefully - compliant. I have an account as "freezad" at Anna Casino. Last days, I deposited a number of times by credit card and by Skrill. Normally I requested by Skrill all withdrawals, and all of them ended fine. But not the last. Strongly delayed, I checked my account: a withdrawal of € 102,50 is ever pending, with something strange. Normally, until the withdrawal is processed, i have a button ROLLBACK so that I change idea I can cancel it to keep playing with that amount of money. In this situation I NEVER had that button, withdrawal is ever mentioned in my pending activities but no money transferred in my Skrill account, no chance to rollback it, totally stopped. I wrote to Annacasino more than 48h ago and nobody replied me.

€57

Delayed payment

Getting the run around with the free spins they promised me

€102

this is about the 3th time that i get an email where free spins are credit into my account, but when i logged in the where not credit. The casino is allways chat closed never open, when i fill in the fom on the website i takes 2/3 days before the answer. when i email straight from my adress never an answer. and when the do answer its allways the same answer: do to technical issues etc etc etc after a few days i recieve an email sorry but here are youre free spins, and there are not!

Reload bonus and free spins not honored

I received and email saying 75% reload on next deposit , I deposited and no reload was giving I sent 2 emails and received no reply then I received another email saying 40 spins have been credited , and when I opened my account they were not honoured , after sending email after email Anna casnio seem impossible to contact ..

Confiscation due to Terms updates afterwards

Hello. Recently I had won 8264 euros. I received an email from Anna casino support that my winnings are confiscated due to a breach of terms and condition,( I made bets of 20s , and apparently I should have played with max 5% of the bonus i received which was 200, so my max bet was 10). I made my deposit on 22 September at 14:30 CET. I contact support and told them that before made my deposit I checked the terms and there was no such an update. They told me that they changed the terms on 22/9 at 10:40 CET. But they could provide any proof. I checked the terms before playing and nothing had been updated. There was no max bet 5% of the bonus. They might have changed their terms on the time they say but there was no visual update after 3 hours. I make this complaint because I think that my confiscation is wrong. if the updates was visual I would have played with more than the 5% I wouldn't want to risk my money.It's not my fault that I was playing and won the same day they changed their rules. I think that this is a casino's fault and I want to receive my winnings. Below I have attached my conversation with the support. I will wait for your response. Thank you.

Welcome bonus not credited

€8264

I just joined this casino based on trusted casino from askgamblers. i have deposited 205 euros and lost them so fast. before losing them i waited so long to get the bonus and i tried opening chat like 10 times but there chat window is closed! So i played with the 205 euro and lost them so fast. I waited for the next day i said maybe they needed time to credit the 200 euro bonus, Then i starting sending many many emails more than 6 or 7 clamining my bonus but no one replies at all. Then i started sending more email to [email protected] but again no replies and even the next day which js today the chat in unavailable. why is this casino trusted? theyre supoort is extremely poor and there bonuses is a scam until this point.

Rejected

€200

Complaint Statistics

Resolved 4

Avg. Amount $ 1,191

Avg. Complaint Duration 9 days

Avg. Response Time 3 days

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Player rating

4.5/10 ● 23 reviews

Top reviews from our players

Casinolover717

7 years ago

8/10

Strict timetable for withdrawals - daily at 5pm
NetEnt plus Play n Go on one site
Communication via ticket system, not via email

The design needs an update, looks very old-fashioned
mobile version needs to be better regarding responsiveness

lblblb

7 years ago

1/10

Nothing absolutely Nothing positive about it.

Worst scam casino on the planet. They offer you cashback through customer message and after you deposit and loose they can't find offers. What they do, they remove offers from message. And when you confront them, they pretend they don't know. Have been very Lucky with casinos before, this is actually first time I got scammed. Terrible, stay away!!!!

Afi4wins

8 years ago

1/10

This is another one of those casinos that many members here in Askgamblers seem to be enjoying and getting free spins or free bonuses. But there are also some complaints submitted against the casino, which is only to be expected of course, as far as I'm concerned, because there cannot be a perfect casino anywhere at any time. Even the best casino would have at least one customer complaining about something, hehehe. This world is never ideal, so no casino can ever be ideal either, simple as that.

The truth is, I have in fact visited Anna Casino a few times already over the last 2 or 3 years, but I have not proceeded to sign up, for one reason or another, until recently, when I finally decided to give Anna a try, all for the sake of a free 5 EUR no-deposit bonus offer! Then I realised why I didn't sign up at Anna Casino much earlier on. The free offer was just too small and too little to attract me enough, hahaha.

Anyway, I then proceeded to complete my registration, which went without any glitches, happy to say, and I also completed my profile to ensure that I would get the no-deposit bonus. After getting everything done, I checked my balance but it was showing zero. I then checked my account for any unactivated bonuses, but that too was empty. Puzzled and dissatisfied, I tried getting assistance from the Live Chat host but to no avail. Couldn't get any response at all after waiting for several minutes. Then I wrote in to their Customer Support via email and waited for a reply. Well, one day passed, 2 days passed, 3 days passed, yet not any reply came back. What the argh is this, I was saying to myself. Even after repeatedly sending emails to them for clarification, I have not received any reply or feedback from the Support team till this day! What a lot of bull the Support team turned out to be! Very disappointing indeed!

Well, if Anna Casino has this kind of indifferent Customer Support, then I'm very glad that I have not made any deposit at the casino thus far. Imagine the sorts of problems I would have encountered! Not only that, I even cannot get any clarification till today as to why I didn't get that no-deposit offer, so I have just assumed that my country is restricted from getting any free bonuses or free spins, as in the case of some other similar casinos too. Well, no regrets from me for getting anything from Anna Casino. Perhaps it was all a blessing in disguise for me, for all I care!

Anddi

9 years ago

1/10

They give freespins to people...

...but take winnings away in case you actually happen to win some. Also support doesn't respond unless you send many emails and don't care about customers. They even don't respond to AskGamblers about complaints. Maybe it's time to take that "trusted" title away from them. Avoid at all cost.

Inactive user

9 years ago

1/10

They use games that most casinos have - their web site looks good to lure you in, but beware of their non-payment if you happen to win.

They do not pay.

I won less than 100 euros, but they still confiscated my winnings.

I did not break any rules, and they failed to answer the AskGamblers complaint form.

They are irresponsible if you win - so BEWARE - I suggest you don't make a deposit at this casino, there are a lot better options out there

See details here

http://www.askgamblers.com/casino-complaints/winnings-removed-support-not-answering

http://www.askgamblers.com/online-casinos/anna-casino-review/complaints

g2loq

9 years ago

1/10

They have a lot of slots. The staff is quite friendly.

It's not a good site, don't play here. The payouts are not as fast as Trada casino or Thrills. And also, if you win more than 200 dollars, you are very lucky.

AceofSpades

2/10

Layout is good, smooth gaming experience and the most popular games are available.

This casino will give you regular free spins. That's good, but it doesn't help much when what you win on the free spins just disappears from the account after you won them. That has happened a lot of times now. Not any big amounts but its still annoying and a waste of time. I tried to inform them about this one time, but I didn't get any answer.

BlackTemple

1/10

Support is non-existent, tried to contact when it was available waited for 15 min no greetings nothing, tried a second time all day not available. I deposited a fair amount first 10 min you get some wins but after you will loose... You are better of lighting a cigarette with you money then depositing on this casino, just awful...

Every deposit method comes with a fee, its ridiculous! How on earth did this casino get such a high rating on AG? Worst online experience off my live!!

Adebisi213

7/10

After getting a positive vibe from the Anna Casino representative who’s active on the AskGamblers forum I decided to give the casino a try. First I thought that it was related to the Unibet group but I was mistaken as Anna Casino is part of EveryMatrix. Having been low on funds during that period of time I decided to give it a try.

On the outside the casino looked great and definitely left a positive impression. For those wanting to know they offer a 100% welcome bonus up to €200 with WR of 40x bonus + 80 free spins after you deposit. I would have taken advantage of the deal but as I said I was broke during that time. Instead, I took a special 5 euro no deposit bonus specifically offered through AskGamblers.

They also offer 10 no deposit free spins when signing up, but you can’t have both I've been told. So it’s either the 5 free euros or 10 free spins. After completing my registration I went to the bonus section and filled in the bonus code and voilà my 5 euros were added. I took a look at the gaming section and saw games from NetEnt and Play’n Go.

What I liked was that you can add your favorite games to the top section and create your own top list so you don’t have to search each time. A very clever and convenient feature indeed. I believe I started out playing DOA and Starburst but the results weren’t impressive unfortunately. After a few spins here and there I failed to hit any significant feature and the money was gone within no time.

I did try to reach their customer support later on but I don’t think they offer 24/7 support. Instead I got a response to my question a day later through mail. Unfortunately I didn't manage to make it to a withdrawal, maybe in the future I will be able to judge how quick they pay as there still should be a welcome bonus offer available for me.

What I didn’t like was that almost each deposit method listed, charges a 2.5% fee unless you deposit more than 100 euros. This will prevent many players from depositing as most competing online casinos don’t have this.

Other than that I would also have liked to see some live table games or some sportsbetting. I always find it convenient to be able to switch up to some live play instead of watching slots reels spin all day.

Kiwiguy