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Hi - i am hoping somebody can offer me some assistance or advice on how to handle an issue I am having with Hallmark casino. There is 4 casinos i put a lot of money into monthly. Because i have serious issues I hardly ever withdrawl lol. The few times i have from Casinos it has never been a problem.
Ever since i stopped playing the free chip tour and i actually started depositing into the select few that i do, i have played by the rules. I make sure I don't bet over the max that i am allowed, I play the play-through that is required and much more, and i barely ever use free chips. As nothing seems to be free with the free chips and usually takes more time and energy than the withdrawl amount and hassle are worth.
So my last deposit at Hallmark was only 30. I got my balance up to 5k. It wasn't just a big win i gambled for many hours up and down. A few days later i tried to withdrawl $2,000 and noticed they only had a cheque option so i decided to start a chat after i submitted and see if there was another way to receive the payout. I spoke with a very rude rep named Ray. I gave him my email and username jekka1000 and asked my question. He responds by condescendingly asking which account am i talking about and listed 3 usernames including the I use, the one that i have been playing with for years . He said there was four but i only got 3 usernames he listed.
I only remember the first username i created across casinos and that was the jesse54321 account. I used that account several years ago. It was the first one i created but I don't believe i ever deposited in it. I created jekka1000 when I started playing for real money and realized I no longer had the email account attached to the jesse54321. So I guess i shouldn't have created a new account, but i guess i just didn't see the issue because I never deposited or requested any withdrawal from the first one.
I explained this to Ray but he was very quick to say that basically i am not going to even get a dollar from them because of the multiple accounts, even though I have done everything else right. I believe i am due the money I won and that this is a poor business practice. i guess in the T's and c's it says i shouldn't have multiple accounts, but also in the Terms and conditions it says that if multiple accounts are opened they will close it right away and also they will immediately refund the money i deposited into this account (the only one i use).
When I told Ray he laughed and thought i was an idiot even suggesting that that i was due my winnings and if not they should at least give me all my money i deposited back. 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 a withdrawl. Furthermore, it took good ole' Ray a total of 30 seconds to decline my withdrawl claiming i had multiple accounts.
Why isn't this check done during on boarding or perhaps before they accept a deposit, or maybe during another chat with their customer service. i am very frustrated about this. Normally i will not complain but i truly believe they just don't want to pay. i don't know what to do. 3 casinos i play at have never acted like this and have always been good customer service reps and not condescending and rude. I have the chat transcript, screenshots of all my deposits, and bonuses used either w/deposit or the few no deposit chips i used.
Can anyone help or advise? . Thanks in advance -jess
Reckless Bets 
Silver PlayerHow did you find this casino and what level of vetting did you put in to make sure it was legitimate before depositing? Other people have had issues with this place, and their website looks straight up amateur and scammy to begin with.issues with this place
Anyway, I skimmed your post (it's very hard to read without a single line break) but it sounds like you created multiple accounts? That's a huge no-no in virtually every online casino and a guaranteed way to not get paid (though it sounds like this casino may not be known for paying out anyway). Although if you were using the same email address I would think their system would flag it and prevent a new account being made.
jekka1000 
NewbieThanks, I found it years ago, but didn't start depositing until this past year. i should have done more research on it apparently. i looked at a couple reviews and they had it ranked at a 7.5 i believe. I just thought the old account maybe was purged by their system maybe as it had no activity a year or possibly two. Then since i didn't have access to that email i used before i just thought creating a new account would be ok.
The multiple account thing I understand where it would be a problem if I was actively depositing into both and/or trying to cash out free chips without ever making a deposit. However, their system allowing me to create a second account and also letting me deposit several times with no intention to pay is shady. I worked in fraud prevention at an e-commerce company for years and it is super easy to have your system catch matching data points to stop multiple accounts. I can only imagine they would have something built on their platform, especially when Ray found the multiple accounts under my name in under a minute. I am not to fond of giving up this fight yet. lol i really hope that they at least give me all my deposits back.
CL-Ed 
StaffSorry to hear this jekka1000. I don't have much to add about the casino itself other than what I said in the other thread Reckless Bets linked to here.
Reiterating after looking into that earlier complaint, they appear to be a nickle and dime casino without much money to operate. The numerous restrictions, limitations, and delays they place on withdrawals suggest that they are looking for any reason they can find to avoid paying out. Registering multiple accounts is giving them all the excuse they need, though I strongly suspect that if you had not created multiple accounts they still would have found another reason.
If you had never deposited or claimed a bonus in any of the other accounts then I can see your point and can sympathise. And I do agree that they should be applying this policy at the time of registration, not withdrawal. That would mean they wouldn't be able to "freeroll" players by allowing them to deposit with no chance of withdrawal, which is a rogue casino move if ever I saw one.
However you're dealing with an unregulated Curacao pseudo-licensed casino that can do whatever they want without repercussions. And once you have broken one of those terms, however innocently or unintentionally, they are going to use it against you.
Chalk it up as a lesson learned and don't go back there.
i should have done more research on it apparently. i looked at a couple reviews and they had it ranked at a 7.5 i believe.
This will probably sound odd coming from a site that reviews casinos, but most online casino reviews aren't worth a fart in the wind. They are written by an outsourced freelance writer who is paid a few cents per word and never even plays at the casino they are reviewing. All the fake review sites are interested in is convincing you to click through and deposit money so they can earn an affiliate referral commission. Thus you could name me any rogue or outright criminal casino and I could probably find you countless glowing reviews telling how wonderful they are. So be highly sceptical of casino reviews, especially of Curacao casinos with tiny payment limits and deliberately slow withdrawal processes.
Always play it safe! Consult our list of rogue casinos and warnings before depositing at a new casino.
Post in our forums to earn CLchips which can be used to buy real prizes in our CLchips shop.
Reckless Bets Silver PlayerYeah unfortunately there's a ton of "casino review" sites that are really just affiliate link farms, giving anything and everything a good review in hopes you'll sign up through their link, deposit, and they get a cut of the action. They don't really care if you get paid or not. That's one reason I like this site -- there seems to be a more ethical focus.
CL-Ed
jekka1000 NewbieThank you for taking the time to reply to me on this matter. I appreciate it greatly. i will make sure i look into casinos much more before depositing. i probably will stick with Cyberbingo and Vegas Crest. I have had NO problems with them as far as cashing out and their customer service has always been tops. I guess i shouldn't have tried to go elsewhere when i have had a great relationship with them. Again thanks for taking the time to respond to me. It helped just to be heard and maybe someone else will read my issue and your advice and steer clear of them.
CL-Ed
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