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I’m from Britain and have seen this casino shouldn’t have let me deposit funds over 2 accounts I’ve lost €3000

Dear Jokewapo,

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

"1.5. You accept and understand that it is your responsibility to ensure that you act within the laws of your respective national legislation when you use this website.

1.5.1. You accept and understand that we are unable to provide you with legal advice or assurances and we take no responsibility in the event of players breaking the laws of their respective country.

1.5.2. If you open an account in a prohibited country then we are not obligated to refund any funds you may have won or wagered in this instance. Specifically, residents of the Afghanistan, Albania, Algeria, Angola, Cambodia, Ecuador, Guyana, Hong Kong, Indonesia, Iran, Iraq, Israel, Kuwait, Lao, Myanmar, Namibia, Nicaragua, North Korea, Pakistan, Panama, Papua New Guinea, Philippines, South Korea, Sudan, Singapore, Syria, Taiwan, Uganda, United States of America, the United Kingdom, Yemen, Zimbabwe are prohibited from using this website."

I would like to emphasize a very important fact from our Fair Gambling Codex: 

https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries

"The right thing to do is to check for restricted countries during the account creation process, and to not allow players from restricted countries to register and play. If the casino knows about restricted countries and also knows the player's country of residence, it's not a big issue to enforce this rule.

If the casino allows a player from a restricted country to play because it hasn't implemented this check, it should accept that it was the casino's mistake and pay out all winnings to the player despite the fact that they shouldn't have been allowed to play in the first place, provided that the player hasn't done anything else that's against the rules."

Since there is a possibility to register an account from a restricted country (see the screenshot below) and deposit funds, I would like you to confirm that you’ve submitted correct data and haven’t used a VPN (Virtual Private Network) to alter your location, when opening the account. Could you please advise how much is your active balance now?

Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi

I did sign up as from the uk. There’s only £28 that they added as free play. It’s the fact they let me deposit €3000 over 2 accounts knowing I couldn’t withdraw or win anything that’s really bad. I’m not sure if you could get any of that back but any help would be amazing. Something needs done about companies like this.

thanks John

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

Great. Thanks for your help

john

got this earlier from them. Absolute disgrace of a company. Asked the question why they’d accept 2 accounts from me when all my details were the same apart from the email address and it was obvious I was from the UK

I would like to invite All Wins Casino to join this case and help us resolve the player's issue.

Please be advised that we do not accept this complaint to be valid. The player accepted the terms and conditions of the casino when he signed up and had deliberately created more than one account which is a breached of the terms and conditions.

Dear All Win,

Could you please send us any proof which shows that the player has multiple account? Please send it to nikolas.b@casino.guru.

I did have 2 accounts. But all the details I used, address, bank account, name, phone number were all the same. Even my user name was the same apart from a 1 at the end. The only other difference was the email address. Surely if this is against company policy then all that information should flag up. Again I’m from Britain and should never have been allowed to set up an account in the first place.

Dear jokewapo,

Unfortunatelly, it is prohibited in almost every single casino to open up multiple accounts. I have found this in All Wins Casino terms aswell:

"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."

I'm really sorry but we can't help you more in this case, as there was a clear violation of casino terms. Also the money you lost, would have been lost probably in other casino, you lost it fairly. Please do not hesitate to contact us in the future if you will come across any trouble. I would also recommend you to carefully read all the casino terms before you start playing there. It's for your own safety. We are now forced to reject your complaint.

Best regards,

Nick