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Hi ▇▇▇▇▇▇▇▇ - welcome to CasinoReviews.com!

Please read our Complaint Guidance and our Complaints FAQ to ensure that you fully understand how our complaint management process functions.

As this report will ultimately be published, your username cannot contain information that could be used to identify you, like parts of your name, your date/year of birth or email address. Could you please pick a new username and we'll change it for you?

As we are the ADR for the Fairload Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – https://casinoreviews.com/terms-of-use

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let us know.

Please forward all communications you have had with the operator, including any documents you may have submitted during verification, to complaints@casinoreviews.com.
Please use the forward function on your emails rather than taking screenshots.

Thanks,
CasinoReviews.com Complaints Team

Hi ▇▇▇▇▇▇▇▇,

Apologies, we are the ADR for the L&L Europe Ltd, under the Malta Gaming Authority License, not Fairload Ltd.

Thanks,
CasinoReviews.com Complaints Team

Your miscomunnication clearly indicates the level of attention you shall receive.

Hi ▇▇▇▇▇▇▇▇,

Having seen your last response to our team, I'll be taking over the management of your claim from this point.

At this juncture, it seems appropriate to clarify some of the rules and structures around your engagement with this service.

Firstly, I'm going to draw your attention to our terms of use, which you agreed to at the point of registration with this service:


> "3.6 We reserve the right to permanently lock the User Account of any User who: posts any form of abusive or antagonistic communication, uses vulgar or inappropriate language that would not be acceptable in polite or formal conversation, posts any form of spam, repeatedly posts the same message or attempts to post any commercial communications. The Website administration reserve the right to edit, redact or remove any content posted by Users that infringes this term."



> "5.6.8 CasinoReviews.com reserves the right to refuse to investigate a Dispute, or continue with a pending adjudication process if, in its absolute discretion, it decides that a Customer or their designated representative has seriously or persistently been responsible directly or indirectly for intimidation or duress in dealings with CasinoReviews.com representatives, or has otherwise acted abusively, unreasonably antagonistically, or in an obstructive fashion. For the sake of clarity, complainants should:
>
>
>
> · Remain polite and respectful in all communications with our team;
>
>
>
> · Avoid using any language that would be unacceptable in a reasonable professional environment (for example, but not restricted to, swearing) when communicating with our team;
>
>
>
> · Avoid behaviours that are overtly antagonistic or which could be reasonably interpreted as intended to provoke conflict. This includes disparaging this service or the Dispute Resolution Official managing your case, or communicating in a condescending or overtly offensive fashion;"


The last response that you have offered to our team has no purpose other than to provoke conflict. Our agent made a very simple copy/paste error and corrected this immediately. Your reaction to this minor error was entirely uncalled for and is unacceptable in the contact of your interactions with this service.

We understand that you are frustrated with your experiences with All British Casino. However, this service and our team are not hear to act as a lightning rod upon which you can vent your frustrations.

Please consider this your only warning about this matter. Further infractions of this nature will result in our service declining to review your case further and suspending your user account.

Moving on to your claim. Firstly, ADR services are not the first steps you are required to take where you have a complaint against a gambling operator. Before escalation to an independent third party for review, you should have engaged with, and completed, the operator's internal complaints procedure, and received a "deadlock" communication, indicating that the operator intends to take no further action to resolve the matter. Where that has not occurred, as is clearly this case in this matter, ADRs are required to direct the complainant back to the operator's internal complaint procedure.

With regard to the details of your complaint - as you correctly identify clause 30 (2) of the Player Protection Directive of 2018 does allow for the 5 day recommendation to be set aside where there are AML concerns surrounding the activity on an account. Where this type of concern does arise, the operator is not obligated to explain to the account holder the nature of their concerns, and in fact is ordinarily legally restricted from doing so.

Finally, whilst we appreciate that a live chat operator may have made a mistake in their communications with you, you are correct that the operator cannot refuse your withdrawal solely on the grounds that you have excluded yourself from further play.

Our recommendations to you at this point in your journey are to revert to the operator, comply with any verification requests that they may make, and to come back to us on Friday the 18th of July, or when you receive a deadlock communication, if you still have not received your withdrawal.

Duncan Garvie

Head of ADR Services
CasinoReviews.com

Dear Duncan,



Apologies if my recent comment was in any way disturbing. Feel free to close my account on your platform.



Kindest Regards,

▇▇▇▇



Sendt fra ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇

Hi ▇▇▇▇▇▇▇▇,

Have you managed to resolve your issue?

Thanks,

Duncan Garvie

Head of ADR Services
CasinoReviews.com

Hi ▇▇▇▇▇▇▇▇,

I'm following up on my previous message - have you managed to resolve your issue?

Thanks,

Duncan Garvie

Head of ADR Services
CasinoReviews.com

Hi ▇▇▇▇▇▇▇▇,

If we haven't heard from you by Friday the 15th of August we'll assume you not longer require our help and close this complaint.

Thanks,

CasinoReviews.com Complaints Team

Abandoned – The submitting complainant has become non-responsive to our requests for additional information. As such we assume that they’ve managed to resolve their issue on their own.

On 26 June 2025 at 17:21 CET I requested a £3 000 withdrawal from All British Casino and simultaneously activated a permanent self-exclusion. Immediately afterward the cashier displayed the notice “Withdrawal Pending – Verification Required / Account ineligible for cash-out,” and a live-chat agent confirmed that no payment would be processed while the exclusion remained in place. I believe this blocks my funds in breach of MGA Directive 2/2018 Article 13A (1), which states that self-exclusion must not prevent withdrawals.

That same evening I uploaded all Enhanced Due Diligence documents requested (passport, proof of address, bank-statement source-of-funds). The operator has acknowledged receipt and has not asked for anything additional. Despite this, the Complaints Officer has suggested the withdrawal may be delayed or blocked under Article 30 (2) for AML reasons but has not identified any specific AML or fraud trigger.

The withdrawal remains pending. The five-working-day limit set by Article 29 (1) will expire on 3 July 2025. I am filing this complaint now to (1) secure independent oversight before that deadline, (2) obtain a clear statement of any outstanding AML concerns, and (3) ensure the £3 000 is released without undue delay.

All British Casino – £3,000 withdrawal pending after self-exclusion (potential MGA Articles 13A & 29 issue)

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