All Wins Casino - Os ganhos do jogador foram reduzidos.

Hello, on April 17, I have deposited in this casino € 50 they have given me a € 50 bonus and playing I have won € 2,437 of which € 1,500 were the bonus requirements (30x) plus the € 50 bonus, staying of earnings € 887, I requested the withdrawal of € 880 and after 8 days where everything was correct, I look at my account and it makes me withdraw € 250, I talk in the chat with an agent and he tells me that they will pay me now 250 € and then another € 250, I ask him about the € 380 that they owe me and he tells me that he does not know, that he is not VIP, to send an email again to support@alwinscasino.com, which I have been doing since the 17th and not they respond.

I demand that my winnings be paid ...

Hola, el día 17 de Abril, he depositado en éste casino 50€ me han dado un bono de 50€ y jugando he ganado 2437€ de los cuales 1500€ eran los requisitos del bono (30x) más los 50€ del bono, quedándome de ganancias 887€, solicité el retiro de los 880€ y después de 8 días dónde todo estaba correcto, miro mi cuenta y me pone de retiro 250€, hablo en el chat con un agente y me dice que me van a abonar ahora 250€ y luego otros 250€, le pregunto por los 380€ que me deben y me dice que no sabe, que no es VIP, que envíe de nuevo un correo support@alwinscasino.com, cosa que llevo haciendo desde el día 17 y no responden.

Exijo me abonen mis ganancias...

Dear Sandrine,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found https://www.allwinscasino.com/general-terms-conditions/?lang=en:

"We reserve the right to adjust your winnings and apply the allowed maximum cashouts as follows:

When a player's total deposit amount equals or is less than €200, the player will be limited to withdrawing up to x10 of the deposit currently in play. This rule will also be taken into account in a case where the Casinos sees that a player made additional deposits, specifically to surpass this rule."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Could you please advise how much were your cumulative lifetime deposits? Looking forward to hearing from you.

Best regards,

Petronela

I’m very sorry but it is nothing unusual to apply a maximum cash-out limit on the bonus winnings. 

Furthermore, keep in mind, it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you.

Okay, I'll wait a few days to see if they pay me ... I'll tell you about it or ask for your help, if you don't make the payments.

Thanks for your help and attention.

All the best

De acuerdo, voy a esperar unos días a ver si me pagan....Ya les comentaré o les pediré ayuda, si no me hacen los pagos

Gracias por su ayuda y atención

Un saludo

Thank you, Sandrine, for your reply. I will set the timer for additional 7 days and if there’s no development by Wednesday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Okay, I hope to have some positive response, in these days from the Casino.

thanks for your help

De acuerdo, espero tener alguna respuesta positiva, en estos días del Casino.

Gracias por su ayuda

I will be waiting for the update patiently.

Hello again, I inform you that I have received a part of the payment of € 500, specifically € 250.

Now the other € 250 is missing, which I have been told that in 5 business days, counting from April 28 ...

So by Wednesday he meets the deadline.

I will notify you when the full payment is

Thanks

Hola de nuevo, le comunico que he recibido una parte del pago de los 500€, concretamente 250€.

Ahora faltan los otros 250€, que me han dicho que en 5 días hábiles, a contar desde el día 28 de Abril...

Así que para el miércoles cumple el plazo.

Le notificaré cuando esté el pago completo

Gracias

Thank you, Sandrine, for the update. I will be waiting for more good news. I wish I could be of more help.

Thank you, Sandrine, for the update. Casino suggests that VIP players experience a shorter waiting period when a withdrawal is requested. Nevertheless, I fully understand your frustration. I will set the timer for additional 6 days (that will allow the casino a full two weeks to process your withdrawal) and if there’s no development by Wednesday, we will intervene. Let’s stay positive and wait for the good news. Thank you in advance for your patience.

Thanks to you.

Let's wait until Wednesday, to see if there are any news.

I'll keep you informed

All the best

Gracias a usted.

Esperemos hasta el miércoles, a ver si hay novedades.

Le mantendré informado

Un saludo

I hope this explanation will help you to understand the difference between the two types of Deposit bonuses:

"A Non-Sticky Casino Bonus is a cashable bonus that a player can convert into cash once they have met all the bonus requirements. A player usually receives the bonus upon signing up and making their first deposit. A typical Non-Sticky Bonus ranges from 50% – 100% of the deposit."

"To put it another way, a Sticky bonus is added to your bankroll, usually when you make a deposit, and when you're done gambling and want to cash out, the sticky bonus is deducted from your balance. ... On a cashable deposit bonus, you can cash out any money from the bonus"

I have checked the general bonus terms and conditions and found the following rule which justifies the deduction https://www.allwinscasino.com/general-terms-conditions/?lang=en:

"The funds received from any type of bonus is non-withdrawable, and the casino reserves the right to deduct issued bonus funds from pending withdrawals."

Hello, I inform you that today I have received the payment of € 200 after 27 days of making inquiries in the chat and sending dozens of emails ...

In summary, of the clean earnings of € 880, I have been paid € 450 ...

From a profit of € 2437, won with a deposit of € 50 plus another 50 Bonus, they have kept almost € 2000 😡

I keep saying and maintain that it is a Casino fraud, I do not advise it to anyone.

And thank you very much for being aware and giving me help.

All the best

Hola, le comunico que hoy he recibido el pago de 200€ después de 27 días de estar haciendo consultas en el chat y enviando decenas de correos...

En resumen, de las ganancias limpias de 880€, me han abonado 450€...

De una ganancia de 2437€, ganados con un depósito de 50€ más otros 50 de Bono, se han quedado con casi 2000€ 😡

Sigo diciendo y mantengo que es un fraude de Casino, no se lo aconsejo a nadie.

Y a usted muchas gracias por estar pendiente y darme ayuda.

Un saludo

Unfortunately, after gathering all the necessary information we are rejecting this complaint us unjustified.

Sorry Sandrine, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.