AllySpin Casino - Die Gewinne des Spielers wurden eingezogen.

The casino is holding my money. They gave reasons that it is a scam, multiple users of the software, etc. Absolute nonsense and keys to not paying out money to players

Kasino zadržuje me penize. Uvedlo důvody ze se jedna o podvod, více uživatelů software atd. Absolutní nesmysly a klíčky jak nevyplatit hráčům penize

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the email you received from the casino after your money was confiscated? My email address is veronika.f@casino.guru.
• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino before?
• What types of games did you play?
• Is there any chance that someone from your household, or using the same device, same payment method or same IP address as you also created an account at this casino?

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

Best regards

Veronika

Hello, a friend advised me. I played for bonuses because they offer them and I call every day. Maybe the IP address can match one of the users. But if they are right, I would like a proper explanation and exact examples of breaking the rules, because it seems to me like the phrase deposit and lose or win and we will confiscate it anyway...

Dobrý den, poradil mi to kamarád. Hrála jsem za bonusy protože je nabízí a volaji každý den. Mozna se IP adresa může shodovat s jedním s uživatelů. Ale pokud tedy mají pravdu, tak bych chtěla řádně vysvětlení a presne ukázky porušení pravidel, protože mi to připadá jako fráze vlož a prohral nebo vyhraj a stejně ti to zabavime...

Thank you for your reply.

Could you please confirm whether you and your friend have used the same device to access your casino accounts? Additionally, have you both claimed the same bonuses or used the same payment method to make deposits in this casino?

I would also like to inform you that I have not received any emails from you yet. Please kindly forward all relevant communication between you and the casino customer support regarding the closure of your account to veronika.f@casino.guru.

Thank you for your cooperation.

I made the deposit exclusively from my account, the bets were from my phone, the winnings were paid out properly. Most of the bonuses were canceled or terminated. The bonus usually comes automatically with every deposit

Vklad jsem provedla výhradně já ze svého účtu, sazky byly z meho telefonu, výhry byly řádně vyplaceny. Většina bunusů byla zrušena nebo ukončena. Při každém vkladu většinou naskočí bonus automaticky

Hello Verpetr,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Verpetr;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at karla.m@casino.guru and send all the requested documents and screenshots to this email adress.

Thank you for your understanding.

Best regards,

Karla

Casino.Guru 

Dear Verpetr,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

The casino does not communicate any messages...when logging in it only says account blocked

Žádné zprávy kasino nekomunikuje...pri přihlášení píše pouze ucet zablokován

Dear Verpetr,

Thank you for your update.

To help me review your case properly, could you please send me any available evidence regarding the account restriction?

In particular, I kindly ask you to provide:

• a screenshot showing that your account is blocked when you try to log in,
• any emails or messages from the casino stating that your account has been blocked or your winnings confiscated,
• and any other relevant communication with the casino.

Please send these documents either here in the thread or to my email at karla.m@casino.guru.

Thank you very much for your cooperation.

Karla

I haven't heard from them since the previous messages, but I haven't played any bonuses, they have these phrases made up and if I argue against a point they immediately withdraw it.

Nemam od nich zadne zprávy, z dřívějsich zpráv, ale nehrála jsem žádné bonusy, mají tyto fráze vymyšlené a pokud argumentuji proti nějakému bodu tak ho ihned stahnou..

These points are false.

Tyto body jsou nepravdivé

Dear Verpetr,

Thank you for your update.

To help me better understand your case, I kindly ask you to clarify a few important points:

Did the casino provide you with any specific reason or rule that you allegedly violated? If yes, please share the exact wording.

Is there any chance that someone else (e.g. a friend) used the same device, internet connection, or payment method to access the casino?

Have you ever used a VPN, proxy, or similar software while accessing the casino?

Additionally, please provide any available evidence, such as screenshots of the blocked account or any communication from the casino. You can upload them here or send them to karla.m@casino.guru.

Thank you in advance for your cooperation.

Karla

I sent the casino communication in a previous message...the deposits were exclusively from my Revolut account..I don't use a VPN

Komunikaci kasina jsem poslala v předchozí zprávě...vklady byly výhradně z mého revolut uctu..vpn nepoužívám

Dear Verpetr,

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, Martin L., (martin.l@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,

Karla Mayfly

Hello Verpetr,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the AllySpin Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Since you believe the player has broken your terms, could your please give us your detailed reasoning so we can assess the case?

Thank you in advance for providing us with your view of the issue.

Dear Casino Guru,

We are currently reviewing this matter with the relevant department and will get back to you as soon as we have further details.

Kind Regards,

AllySpin Team

Dear casino representative,

thank you for your response, we will be awaiting the results of your review.

Dear Verpetr,

thank you for your patience while we reviewed the matter with the casino representative.

While it seems you were informed of different issues, the casino has now provided us with exact evidence indicating that your winnings were voided due to activity connected to sports betting and the use of a low-risk betting strategy intended to fulfill bonus conditions.

Although we generally assess disputes related to casino games and bonus abuse on a case-by-case basis, I would like to clarify that Casino Guru unfortunately does not mediate disputes related to sports betting. Because of this limitation, it seems we will unfortunately be unable to further assess the casino’s decision or continue this complaint in a meaningful way.

I would therefore like to ask you whether all of your winnings were gained through sportsbetting, or whether you have also played any casino games.

Hmm, also a good argument. For me, this is not an answer! I HAVE NOT TRANSFERRED ANY BONUSES TO REAL MONEY!!! PLEASE SEND PROOFSWHAT ANY AMOUNT WAS ACTUALLY TRANSFERRED? SEND THE BONUS AMOUNT AND THEN TRANSFER THE REAL MONEY FROM THE ROLLOVER....THANK YOU

Hmm taky dobrý argument. Za mě toto neni žádná odpověď ! ŽÁDNÉ BONUSY JSEM NEPŘEVEDLA DO REÁLNÝCH PENĚZ !!! PROSIM O ZASLÁNÍ DŮKAZUŽE BYLA NEJAKÁ ČÁSTKA SKUTEČNĚ PŘEVEDENA ? ZASLÁNÍ BONUSOVÉ ČÁSTKY A NASLEDNĚ PREVOD REÁLNÝCH PENEZ ZE SPLNĚNÍ PROTOČENÍ....DĚKUJI

Dear verpetr,

Thank you for your cooperation throughout this complaint.

To clarify my previous response, we have been told you used a low-risk sports-betting strategy (betting high amounts of funds on very small odds) in order to fulfill the conditions required to obtain a bonus.

Whatever the exact issue is, please note that although you seem to have broken the casino's terms by applying such strategy, we are not explicitly ruling against you. We are only rejecting the complaint on the basis, that we simply do not deal with issues related to sports-betting and are unable to offer an impartial verdict.

In case you had employed such a strategy on casino games, we would investigate the issue and possibly rule in your favor.

I understand this is likely not the outcome you were hoping for, especially considering your concerns about the casino’s communication throughout the process. However, due to the nature of the issue, we will be forced to close the complaint as "rejected."