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Allspins wouldn't pay me out

Dear Pamela,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please, could you provide more information and details, so we can understand the whole issue completely? Did the casino give you any particular reason? I hope we will be able to help you resolving this issue as soon as possible.

Best regards,

Petronela

guru complaint id:14541

sorry i just read your email,this is how it went im not sure wherether there was credit on my account prior but allspins sent me a $50 gift not bonus and because im a registered vip to them and i played the gift ,i completeted the required wager and won over $14,000,as i dont play bonus's and it stated GIFT not bonus which is the only reason i played it and theyve now said its a bonus and these are the emails to back up what im fighting for my funds,its upsetting that allspins keeps changing its requirements i do thank you for you looking into my case kind reguards pamela

ps i cant attach my evidence to thiis reply is there an email i can send my documents to please much appreciated

Could you please advise if your winnings have been capped or cancelled completely? Thank you.

by capped do u mean like if they have given me any winnings no they havent they said i could hve $5000 at a time but in saying that i couldnt withrawl that amout amnyway because they accepted but then theyve withdrawn it saying i played it on a bonus which isnt accurate because it actually was played on a $50 gift and i have the emails to proove this , as i stated above response i cant attatch the emails it wont allow nme is there an email i can correct;ly submit to king regaurds pamela

Dear Pamela,

You could forward any relevant communication to petronela.k@casino.guru. Thank you in advance.

thankyou for your response ,i have attatched the appropriate documents to your email ,i look forward to hearing ypur response

kind reguards pamela

Thank you very much, Pamela, for forwarding the relevant account information. One last thing please, would you assist me in putting a timeline together?

-         23rd of June (7:05 am) your last deposit of $30 took place

-         23rd of June (8:43 pm) you have received $50 Gift

-         26th of June (4:41 am) Have you redeemed additional two bonuses of $6403 each?

-         26th of June (5:33 and 8:07 am) withdrawals of $4000 and $5000 were cancelled

-         28th of June balance adjustment of $12825

I have seen that the casino granted $1000 withdrawal from No Deposit bonus (gift). Have you received it?

I'm sure I won The gift on date the 23rd I won the money it was the same day as I won the gift theyv gave me $1000 credit after they withdrawn my winnings and they stated that I wasn't entitled to the $1000 but they will give it to me no money has been deposited into my account

Dear Pamela,

Based on the forwarded communication and casino T&Cs https://www.allspinswin.com/en/terms-and-conditions:

"The maximum withdrawal amount for any free bonus and free spins, is $100 unless mentioned otherwise. For bonuses issued for VIPs, the maximum withdrawal amount is 10 times (10x) the bonus amount up to $5,000. Please note that your VIP level is defined by the casino's own discretion. Unused winnings for a period of 30 days or more will be voided."

If you have received a gift worth of $50 then maximum cash out would be x10 = $500. You have been offered $1000, is that correct? Did you accept the offer?

• That wasn't the rules till I won they changed em as no way would I spend the amount money what I have at allspins casino if that was the case I would of spent Els were as it wouldn't be worth it they made rules up tosuit thereselfs

Hi I'm so up set over this

No way did it say at any time with VIP far as I new I was a VIP member there was no 30 day period and also the rules didn't say what U said as no way would I had played em the 1000 they gave me was from guilt

Dear Pamela,

Could you please confirm that you haven’t deposited any funds into your account and all your winnings have been generated from $50 gift offered by the casino?

Have you been paid $1000? Have you received $1000 winnings? Thank you. 

No I haven't got any money at all yes I played 50 gift and they gave me 1000 which I had to play after they took my winning I couldn't withdraw it in to my bank I had to play it I didn't even get a free spin

No I haven't got any money put in my bank ac yes I won from the 50 gift and I got 1000 bonus after they with drawn my money I couldn't put it in my bank ac

Thank you very much, Pamela, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Pamela.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Thank u so much

We would like to ask the All Spins Win Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

What happens when they don't respond is there any more steps for me to take to be able to receive my winnings and If the casino fails to respond in the set time frame, do i not get reasurence on getting my winnings back or do I get anything out of this what does this mean for me personally if my Complaint is unresolved

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Pamela.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Please, be aware that this complaint will affect their reputation on our website which is already very bad.

For the future, I recommend you to choose the casinos with at least a very good reputation on our website (the resolution in case of any problem would be much easier).

Best regards, Jozef

Casino.Guru