AllySpin Casino - Das Spielerkonto wurde geschlossen.

Good morning, as of today, my Allyspin account has been unexpectedly blocked and I can no longer log in. I have a balance of €903, so this concerns me and I would like to recover my funds as soon as possible.

The casino hasn't told me how to withdraw my remaining balance, so I'm hoping you can help me resolve this issue.

Buongiorno, da oggi il mio conto Allyspin è stato inaspettatamente bloccato e non riesco più ad accedere. All'interno ho un saldo pari a 903€ quindi la cosa mi preoccupa e vorrei recuperare i miei fondi il prima possibile.

Il casino non mi ha comunicato cosa fare per prelevare il mio saldo residuo, quindi mi auguro che possiate aiutarmi a risolvere questo problema.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hi Kristina,

• I played the Pragmatic and Hacksaw slot machines
• no, I was not asked to verify my documents
• My winnings were accumulated by playing real balance

Thank you

Salve Kristina,

• ho giocato alle slot machine pragmatic e hacksaw
• no, non mi è stata chiesta la verifica dei documenti
• le mie vincite sono state accumulate giocando il saldo reale

Grazie

Thank you very much for your reply, Spaffle. Have you tried contacting the casino regarding the blocked account? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

The casino hasn't explained the reason for the block, and I'm still waiting for instructions on how to withdraw my remaining balance.

Il casino non mi ha spiegato il motivo del blocco e sto ancora aspettando le istruzioni per il prelievo del mio saldo residuo.

Dear Spaffle,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver,  Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear Spaffle,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the AllySpin Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a AllySpin Casino representative to join this conversation and participate in resolving this complaint.

Dear AllySpin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

On April 24th, I received an email from AllySpin letting me know that they had sent a request to the relevant department to facilitate the withdrawal of my remaining balance:

There have been no further responses and I am still awaiting payment of my remaining balance.

Il 24 Aprile ho ricevuto un'email da parte di AllySpin in cui mi fanno sapere che hanno inviato una richiesta al dipartimento rilevante per facilitare il prelievo del mio saldo residuo:

Non ci sono state ulteriori risposte e attendo ancora il pagamento del mio saldo residuo.

Dear Spaffle,

Kindly be informed that we are currently looking into your case and checking the details with the relevant department.

We will get back to you with an update as soon as we have more information.

Thank you for your patience.

Best regards,

Allyspin Casino Team

Dear AllySpin Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Update:

Today the casino asked me to send some documents to verify my account.

I have already sent all the requested documents and am awaiting their response.

Aggiornamento:

Oggi il casino mi ha richiesto di inviare dei documenti per verificare il mio conto.

Ho già inviato tutti i documenti richiesti e attendo un loro riscontro.

Dear Spaffle,

Thank you for providing the requested documents and for your cooperation during the verification process.

Please be assured that your case has been prioritized, and our team is working to process the documents as quickly as possible. We will update you as soon as the review is complete.

Thank you for your patience.

Best regards,

Allyspin Casino Team

Dear AllySpin Casino,

As I mentioned in my previous message, thank you for informing us that you are reviewing this case.

If there is anything the player or I can assist you with, please let us know.

Also, please let us know if there are any updates regarding this complaint.

Dear Spaffle,

We would like to inform you that we have completed the review of your case.

Please be advised that your account will remain permanently closed in accordance with our Terms and Conditions, Section 3.9.

"3.9 We reserve the right to deny opening of an account or close an existing account without prior notice or justification."

We have also sent you an email regarding the settlement of your remaining balance. In that message, we have requested the necessary details to proceed with your payment via bank transfer or cryptocurrency.

Kindly check your inbox and reply to the email at your earliest convenience so we can finalize the transaction.

Best regards,

Allyspin Casino Team

Dear Allyspin Casino,

I replied to your email with my bank details needed to pay my funds.

I await updates.

Gentile casino Allyspin,

ho risposto alla vostra email indicando i miei dati bancari necessari per il pagamento dei miei fondi.

Attendo aggiornamenti.

Dear AllySpin Casino,

The player has sent you an email with their bank details.

Please let us know once there is any update regarding this case. Thank you.

Today I finally received the payment from the casino.

Thank you Casino Guru for your support.

In data odierna ho finalmente ricevuto il pagamento da parte del casinò.

Grazie Casino Guru per il supporto.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Spaffle,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor