The player from Germany had been banned from Allspin Casino due to alleged gambling addiction, which she disputed. She requested either the unblocking of her account or a refund of her stakes amounting to €100/€25 from April 11. The Complaints Team reviewed the situation and ultimately rejected her request for a refund, stating that her gameplay and deposit had been processed correctly and that the losses incurred were part of normal gameplay before the account closure.
AllSpins Casino - Player's account has been closed for alleged gambling addiction.
Closed
Our verdict
Unjustified complaint
Amount: €125
AllSpins Casino
Safety Index:HighCase summary
Discussion
Public
Public
9 months ago
Translation
Hello, I've been banned from allspin Casino since today due to gambling addiction. I'm neither addicted to gambling nor did I cause it. I was still playing yesterday, deposited €125, and lost it. Either unblock my account or refund my €100/€25 stake from April 11. Sincerely,
Neubert
Automatic translation:
Public
Public
9 months ago
Dear Michi10,
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.
- Have you ever requested to be self-excluded due to gambling addiction in any online casino?
- What was the balance in your account when AllSpins Casino closed it?
- Have you passed the full KYC verification?
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
Public
Public
9 months ago
Translation
Hello,
No, I have never applied for a self-committee
I don't know the account balance
Of course I have been successfully verified there, I have been registered there for a long time
Automatic translation:
Public
Public
9 months ago
You mentioned in your first comment that you deposited 125€ and lost it. Am I correct in understanding that you are now requesting a refund of your lost deposits?
Public
Public
9 months ago
Translation
Exactly, I would like to get a refund of my deposit from before the day of the blocking
Automatic translation:
Public
Public
9 months ago
Dear Michi10,
Thank you for your reply.
We understand your frustration regarding the closure of your account. However, after carefully reviewing the circumstances, we must respectfully reject your request for a refund of the lost deposit.
Online casino games involve a real risk of losing money, and once funds are used for gameplay, they cannot be recovered unless there was a technical error or violation of the casino’s terms and conditions. Based on the information available, your gameplay and deposit were processed correctly, and you lost your money in regular gameplay before your account was closed.
We understand this may not be the outcome you were hoping for, but we hope you can understand our position in this matter.
Best regards,
Veronika
