AllySpin Casino - Der Spieler verlangt eine Rückerstattung, nachdem sein Konto wiedereröffnet wurde.

I want a refund of the 700 euros deposited.

On last year I asked for my account to be closed due to gambling addiction. The casino without warning reopened my account and started sending me bonuses, despite my condition and lead me to deposit more money. 

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Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you send a new self-exclusion request via email at support@allyspin.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings AllySpin Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello, I'll forwarded the emails I exchanged with the casino telling them to close my account becuase I«m suffering from gambling addiction. Despite this, the casino re-opened my account, started sending me bonuses. I already the casino about a refund because of this and they immediatly closed my account again. But they still sending me promotional emails. I forwarded the email with the communication I exchanged with the casino

Is my case still being looked upon?

Thank you for your patience. We currently have hundreds of active complaints, and we strive to reply as soon as possible within 7 days.

Could you please forward the promotional emails you received from the casino, if still available?

Have you chosen to unsubscribe from the marketing communication using the option found in the footer of the emails you received? With what result?

Could you please share with me the refund request you addressed to the casino and any response you received, including any automated responses?

Send the information to my email at tomas@casino.guru

Thanks in advance for your cooperation.

I receive dozens of promotional emails after I asked to my account to be closed for gambling addiction. The main concern is that they re-opened my account closure when I told them of my gambling addiction.

Dear sandmanmmm,

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, Michal (michal.v@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,

Tomas

Hello sandmanmmm,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

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.

Respectfully,

Michal

is my case still being looked on?

We would like to ask the casino 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’ which may negatively affect its rating.

Dear sandmanmmm,

The casino replied to a different complaint quite recently, so I am sure that they will join us in this thread very soon.

they don’t even respond to the emails I sent to their support

Dear AllySpin Casino,

Please know that I am setting a last timer. If you fail to respond, this complaint will be closed as unresolved, which will have a negative impact on your safety index. We are looking forward to hearing from you.

Dear all,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

AllySpin Casino Team.

Dear sandmanmmm,

Thank you for your patience. Your satisfaction is important to us, and we want to ensure that you have a positive gaming experience.

As a gesture of goodwill, we are happy to return 700 EUR. To proceed with the refund, kindly provide us with the details of your bank account in the following format:

• Full Name (please include all names including middle names)

• E-mail

• IBAN or Bank Account Number

• BIC

• Bank name & location city

• Country of where bank is

If you have any further questions or require assistance, please don’t hesitate to let us know.

Best regards,

AllySpin Casino Team.

Dear AllySpin Casino,

Thank you for your reply.

Dear sandmanmmm,

Please proceed according to the casino's instructions.

Hello,

to which email address should I send this?

Dear sandmanmmm,

Thank you for the reply.

Please provide the requested information to the email complaints@allyspin.com

Best regards,

AllySpin Casino Team.

Email sent

Dear AllySpin Casino,

Please let us know if everything is in order.

Thank for the assistance provided this issue has been resolved

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

Dear sandmanmmm,

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,

Michal