i play at a few casinos and i deposit a lot but because i have some minor gambling issues i have only cashed out once for 3k at one casino i play at with no issues whatsoever. i usually have a habit of putting what i win back in as i have done at Hallmark several times. This time however i got my balance to over 5k and was trying to be smart as i really can’t afford to gamble what i do in the first place and even more with the current situation in the world, i really need some money and cheering up. So i put in a withdrawl request for 2000 and submitted my ID proof. I only had option to withdrawl in the form of a cheque so i started a chat and spoke with a very rude rep named Ray. When asking if there was other ways i could withdrawl he rudely asked which account am i talking about and listed a couple other accounts that i only remember creating two. the first one i don’t believe i ever deposited in and when i started actually depositing to casinos i went to login, forgot password and when i went to reset it was sent to email I no longer had. So i guess i should have wrote them and had them change to a new email i instead just opened a new account and started depositing into that one and have used it ever since. Since i started actually depositing my money into the casinos i play at i make sure i play exactly by the rules. don’t bet over the max i am allowed, so the play through that is required and i barely ever use free chips. I explained this to Ray and said i have only deposited into this account i don’t use any of the other accounts nor do i even remember opening the other account that he mentioned. I will get to the point as this is getting lengthy. ?? basically Ray rudely told me i am not entitled to a penny of the money that i won fair and square and played well and i mean well over the required play through amount. I believe this is poor business practice and i guess in the T’s and c’s it says i should have multiple accounts, but also in the Terms and conditions it says that if something like this happens then they will immediately refund the money i deposited into this account (the only one i use) Ray laughed and thought i was an idiot even suggesting that. So my error that i had another account that i didn’t really ever use but my complaint besides them not paying me what i won is why did they ever even accept my many, many deposits if they never were going to honor me finally requesting a cash out when i won and didn’t stupidly put it back in. i am very frustrated about this. the other 3 casinos i play at have never acted like this and have always been good customer service reps and not condescending and rude. Can you please help me? if you can’t it still felt good to rant. i have a copy of the transcript if needed. Thanks! Jessica

Dear Jekka,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address as yours? Have you redeemed any promotional offers in this casino?

I have checked terms and conditions, and this is what I found https://www.hallmarkcasino.com/terms/:

?Only one account per user/player, per household, phone number and IP is permitted. The creation of multiple accounts will result in the suspension, closure and/or auditing of the account (s)."

Could you please clarify on what grounds do you request your deposits to be refunded?

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, Thank you for looking into this for me, i appreciate. So when i spoke to Ray from Hallmark he told me i had four accounts open including the jekka1000 account. i only count 3 total usernames mentioned by him in the transcript. I realized when speaking to him mid conversation that I initially opened accounts at every casino i have played at first as Jesse54321 but at that point i don’t believe i ever deposited any cash. i just learned of casinos and the free chips you could play. So i don’t believe i ever deposited through that account. i am pretty sure i was just playing for fun and trying out all of the games. What i can say for sure is, I never once ever through any casino have ever tried cashing out the money that i have won from free chips, as in my mind there is never anything for free and the time and work that you have to put into cashing in winnings on no deposit bonuses is not worth it. ?? As far as

the other account mentioned I lived for some time with the father of my child, so i guess it wouldn’t surprise me if other ones were opened under my IP. As he liked playing all the free chips too but i would have assumed he would stick with his own login credentials. jekka1000 is the only account i have deposited in. The only reason why that was created was because I no longer had the email tied to the jesse54321. I am not sure if you need this or not but I took a screen shot of all my deposits through this account along with any bonuses that i received on those deposits as well as any no deposit bonuses I have used on this account. Ad you can see most of my transactions are just deposit bonuses as i rarely use free chips out of fear that if i win and decide to cash out that i won’t run into trouble. My big issue with Hallmark is that yes, i may have went about it incorrectly when I no longer had access to the email for jesse54321 and opened jekka1000 but i don’t use the old one nor have i ever tried cashing out that account at any time. Also you would think that they would have checks in place not allowing players to open multiple accounts let alone keep sending emails to them with promotional offers and lastly letting them deposit funds into the account with no plan on ever paying out. As you can see all i gave Ray in chat was my user name, email address and phone number(which is a new number) and very quickly was he rudely and condescendingly bringing up these multiple accounts to me and immediately denying a payout. So why isn’t this same due diligence being taken on the front end or at least at the time of an accounts initial deposit? They had no issue with me having multiple accounts when they debited my bank account. It is also in their T’s and C’s that they will close multiple accounts right away as well as refund and deposits made to duplicate account immediately. Normally I do not complain but I feel that I am owed in this circumstance my winnings. Especially if there is only ONE account that I have been using and depositing in. Jesse54321 wouldn’t have been used for years. Please let me know if you need me to go into my account and supply any other information. Again, thank you for your time and sorry if my responses get lengthy.

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

Thank you Petronela and Juli for your help. just being heard on this one has made me feel a bit better. ??

Hello Jekka,

I looked at your complaint and will do my best to help you. Can you please confirm that you have never used no deposit bonuses in your accounts "jesse54321" and "jekka1000"? Thank you in advance fo your reply.

Hi Juli,

On the jekka1000 account i have only used no deposit chips on May-21-20—$75 free chip, May-10-20— $75fc, Nov-23-2018—$25fc, Jun-02-18—$25fc and May-08-2018–$50fc. Attached is the screen shot showing those dates. You can also see my other deposits into that account.

As far as the jesse54321, i can’t remember the last time I was in that account, i haven’t had access to it in quite a long time. For that account i don’t believe I ever made a cash deposit. i know i played free chips in there though. I know that because that used to be all i did on any gambling site across the board and also i have only used them to just play the games. I never requested a cash out or even anticipated cashing out a free chip. That is my main reason why on the sites I deposit into, i make sure hardly to take advantage of free chips. Hopefully that helps. Thank you again!

Dear Jekka,

I'm verry sorry to inform you but I forced to reject your complaint. We have examined your complaint and decided you are not right. You can't signing up multiple times to claim the no deposit bonus. Hallmark Casino has Curacao license and if you are not satisfied with our decision you can write an email to Curacao licensing authority for free. 

They will much likely reject your request but that’s only my opinion. I'm very sorry, but I believe that we analyzed the complaint and explained it correctly.

We decided to close this complaint as unjustified. Player can reopen the complaint anytime but must have some new information (for example a response from the gabling authority).