My story begins on April 20, when unfortunately I came across this online casino through your platform, I deposited € 500 with the welcome bonus but I was unable to win anything.

Since I liked the slots they offered (betsoft) the next day I decided to deposit € 50 again and luckily I won more than € 2,500.

From that day my nightmare began, the verification of my documents took two weeks, the customer service pretended not to receive my emails .. in desperation I came to upload the files to online file sharing services ...

At the end of May 20, I canceled the withdrawal and sent back only the funds in my account deposited (the initial € 500) without giving me any reason .. I spent a month without sleeping at night and with depression due to this mess .

If you want I can send you all my open ticket reports, the movements of my account and my winnings and all the times I contacted them in chat to be able to understand what was happening (I spent about 14 hours of my life in talk to them in chat and they've all made fun of me).

In addition, one day they even told me to call them and that their number was free .. I found a charge of € 40 on the phone bill.

In the end they closed my account and stole me 2000€ of winnings.

Dear Luckyplayer,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I went through all your chat transcript and I see how you were always told to wait again and again, even though you provided all the necessary documents. It isn’t very professional from the casino to confiscate your winnings without sharing the reason with you. Do I understand it correctly you never received that promised phone call? Did you manage to get in touch with David?

I believe, we will be help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Thank you so much for your response, however, they only returned my initial deposit of € 500 and then canceled the account immediately afterwards. I didn't receive any calls from them, and some operators told me to call instead so they contradicted each other. The call made to hallmark cost me about € 40 of phone credit, so even their number is not "toll free" as written on their site and none of them answered me in an hour of waiting on the phone.

David I don't think it exists but it is only an excuse for them to waste your time checking and withdrawing money, I have never been able to talk to them.

Thanking you in advance I wish you best regards

Thank you very much Luckyplayer for your quick reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I would like to ask Hallmark Casino to join us in this case to explain why is the player's account closed and what was the reason of returning only the initial deposit of 500€ while the rest of 2000€ were voided.

I want to thank both of you for your kindness and for helping me with this problem.

I think there is nothing sadder for a player to be treated like this by a casino.

Looking forward to hallmark's reply, I wish you best regards

Unfortunately the casino hasn’t provided any answer on this case. However, I would like to ask Hallmark Casino again to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Nick

www.kpvfaw.com