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Hello, I made a profit of around 500 euros then I bought a freespin in the amount of 50 euros and thus achieved a profit of 1250 euros, of which I wanted to pay out 1300 euros, verified myself and suddenly the money was after 2 Days away I was told after asking in the chat that I would have violated the rules 30 percent but in such an ugly way of saying I had no rights I am not playing in the casino for the first time

Hallo ich habe einen Gewinn in Höhe von ca 500 Euro erzielt dann habe ich ein freespin gekauft in Höhe von 50 Euro und habe damit einen Gewinn von 1250 Euro erreicht habe davon 1300 Euro auszahlen wollen habe mich verifiziert und auf ein Mal war das Geld nach 2 Tagen weg mir wurde dann nach Nachfrage im Chat mitgeteilt ich hätte gegen die Regeln verstoßen 30 Prozent aber in so einem hässlichen Redensart art ich hätte keine rechte ich spiele nicht zum ersten mal im Casino

Dear Ebru22,

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

"Winnings and Betting Rules (applies to both Bonus and Real Money Deposits)

A player must bet while taking into consideration the rules of the game he is on. The Casino has the prerogative to refuse any withdrawal request, which includes the right to remove all bonuses or winnings in the case of Irregular Play. The following are deemed irregular play:

-         Placing total bets equal to or greater than 30% of the value of the smallest deposit currently in play. This includes purchasing in-game features including but not limited to free spins, double up feature and etc.

-         Purchasing in-game features including but not limited to free spins with a total bet amount of 30% or greater than the value of the smallest deposit or bonus currently in play."

Could you please confirm that you haven’t activated any bonus when depositing funds into your account and advise how much was your last deposit? Thank you in advance for your reply.

Best regards,

Petronela

Thank you for the fast answer.

I deposited 30 euros and got a bonus for it, but played for a long time so the bonus limit was already gone

Vielen Dank für die schnelle Antwort.

Ich habe 30 Euro eingezahlt und dafür einen Bonus bekommen habe aber sehr lange gespielt so das der Bonuslimt schon verspielt war

I made screenshots for this

Dazu habe ich Screenshots gemacht

Could you please advise how many Free Spins were included in the purchased bonus feature? Was it only one Free Spin for €50? Thank you in advance.

25 freespins waren es

Thank you, Ebru22, for your reply. Just to sum it up, your initial deposit was placed without activating any promotional offer, is that correct? Later, you bought a bonus feature for €50 (25 Free Spins) and requested a withdrawal which was cancelled at the end.

I deposited 30 euros to get a 100 percent bonus and I implemented it so that I only had real money available and bought a bonus of 50 euros 25 free spins and then received this amount that I was paid out I should submit documents I did then my win was canceled

Ich habe 30 Euro eingezahlt dafür einen 100 Prozent Bonus bekommen diese habe ich umgesetzt so das ich nur noch echt Geld zur Verfügung hatte und damit einen Bonus 50 Euro 25 freespins gekauft und dann diese Summe erhalten die ich Auszahlen wurde ich sollte Dokumente einreichen habe ich gemacht dann wurde mein Gewinn storniert

I think I understand now why your winnings have been voided. Could you please advise if you requested a withdrawal right after wagering requirements have been completed? 

No, I kept playing after that and then let the money be paid out

Nein ich habe danach weiter gespielt und dann das Geld auszahlen lassen

Now they have blocked my account

Jetzt haben die mein Konto gesperrt

Thank you very much, Ebru22, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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.

Many Thanks

Vielen Dank

Hello Ebru22,

I am sorry to hear about your troubles.

Unfortunatelly, you didn't choose well the casino where you played. We have a different opinion with the casino on how the casino should work, and the 30% rule is one of the problems about which I am talking.

However, when the rule is used when players play with a bonus, we do not consider this rule to be predatory.

The problem is that some casinos (this include) deactivate the bonus in the moment of withdrawal and not when you finish the wagering. (as good casinos do)

Do you have access to your game log? I can check what exactly happened.

Hi thanks for the answer they have blocked my account, I wanted to take a picture of it, they are clever and have blocked my account

Hi danke für die Antwort die haben mein Konto gesperrt ich wollte es nämlich abfotografieren die sind ja schlau und haben mein Konto gesperrt

I would like to invite the casino representative into the discussion.

Could you please explain to us what happened and why the Ebru22's account was blocked?

Thanks for reaching out to us.

First on the issue of the confiscated winnings and declined withdrawal.

The source of the contested winnings is Free bonus ID 1925361 of 10.00 EUR. Ebru22 made 37 bets over the limit ranging from 9.90 Euro to 99 Euro.

The account went through additional checks and it shows that Ebru22 broke the following terms and conditions:

2.3. You are only allowed to open one account with the website. In the event that evidence of multi-accounting exists, we may decide to close all associated accounts and cancel all transactions. This includes blocking play and prize distribution.

https://www.allwinscasino.com/general-terms-conditions/?lang=en

I only have one account, the other is from my husband, I asked extra in the chat I was told it was okay, that's really a fool

Ich habe nur ein Konto das andere ist von meinem Mann ich habe extra im chat gefragt mir wurde gesagt es sei Ok das ist doch jetzt echt eine verarsche

Hello Ebru22. 

Unfortunately, the high bets are a problem too. Can you please confirm that you made bets from 9.90 Euro to 99 Euro while your bonus was active?

My bonus was no longer active

Mein Bonus war nicht mehr aktiv

All Wins Casino representative, please send the evidence to matej@casino.guru.

I'll check it and hopefully, we will be able to resolve the case.

Hi Matej

We have sent the requested evidence to the email address you have had provided.

Regards

We checked the game log, and it is clear that the winnings originated from a no deposit bonus of €10. 

While Ebru22 was playing, he multiple times violated max bet rule, and because of that, the casino has the right to void Ebru22's winnings. 

We are rejecting this complaint from the reasons I wrote above.