My username is Jlabdo01. I am a VIP player at Hallmark. I spent tons of money there, many thousands, but when I go to make a withdrawal I get stiffed. I requested a withdrawal of 1000.00 I won around 3 months ago. I got no response. I’ve sent email after email and was ignored. I had already verified with Hallmark a year or two ago and when I logged onto live chat they said I need to verify again. I sent in the documents. More time went by and I never heard anything. A month or so later I got an email telling me I was approved for 798.00 instead of the 1000.00 even though I only used no max cashout bonuses. 

I am willing to look past that because at least they are willing to pay something. I sent in all the requested documents again. Nothing. I get another congratulations you win 798.00 asking me for documents again. I sent again, as well as to the VIP host Peter. They say they are looking into it. It’s been a week or so. Nothing. I have sent numerous emails with no response. I sent a demand letter. 

I suppose I will have to file a gaming complaint with Curaco or wherever they are licensed as well as with the CFPB here in the US. 

I just want my winnings. 

I told them they are losing so much money cause I would have spent thousands while they are not paying me this one thousand. I haven’t played with them and I won’t anymore I unless they pay me and make this right. 

Dear abdoojl2,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Do I understand correctly that the casino has not yet approved your latest documents?

Also, do I understand correctly that you accumulated your winnings with a bonus? Have you received any explanation regarding the reduced winnings?

If there is any other relevant communication between you and the casino, please forward it to [email protected]. Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I have received no explanation to the reduced right wages. The bonus that I used said clearly that it was a no rules bonus, and that it had no maximum cash out. It only had 10 times play thru if I can remember as well. Regardless, I met the play through easily probably 5 to 10 times over. I received no explanation. All I got was an email telling me they were paying me 798 instead of the thousand dollars that I was supposed to receive in my withdrawal. Also, no, I have never successfully cashed out in this casino. I am a VIP player and they tell me all these wonderful things like I will get a preference when I cash out over others and things like that but I have not seen that yet in any way shape or form. They have in fact approved my documents. They have approved my documents several times. For some reason or another I still cannot get my money. All I get is an email from him every now and then saying that it is approved and they are going to be processing my withdrawal for 798 and then I never hear back. I never receive anything. Thank you for your help. Anything you can do.

Thank you very much, abdoojl2, for your cooperation. I will now transfer your complaint to my colleague Veronika ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear abdoojl2,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.

I would like to ask Hallmark Casino to join the conversation and aid in the resolution of this complaint.

Hi abdoojl2, I hope you're doing well, I'm the casino representative for Hallmark Casino. First of all, I want to apologize for the inconvenience.

I have reached out to our CS team and they have notified me that your payment has been processed and is now paid, it was completed on March 27th, 2023. Payment of $798 - $30(fees) = $768 sent to the BTC wallet provided by the player. The reason why the player was not approved for the $1000 is that the player first made a withdrawal request for $390 which was canceled due to the player having a chargeback because he refunded a transaction (deposit) back in May 2022. The second request which is the $798 took some time to be finalized by our team but it has successfully been completed, VIP host will be contacting the player to notify him about it.

Dear Hallmark Casino representative, thank you for the information.

Dear abdoojl2, can you please confirm if you've received your winnings?

Dear abdoojl2,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.