AllySpin Casino - Player is seeking refund after account closure issue.

Hi

my account wasn’t closed when I requested to close it and I lost another 1080$. I am looking for your help to get refunds from the operator.

Dear Anto131518, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino along with the casino's responses? My email address is veronika.f@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Hi

i sent the evidence to you. My account is still open and they don’t even care about mails being received.

Thank you very much, Anto131518, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Anto131518, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of AllySpin Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence. Sensitive information can be sent to me directly at matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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.

Hi

this casinos should be blacklisted because they are not following any rules and your rating about this casino unbelievable. Allyspin casino terms clearly says account will be closed within 24 hours, if they didn’t do it and it was a clear breach. They didn’t respond for 7 days about this complaint see how could they respond to players in 24 hours, funny?

They are making money from addiction players.

I have messaged the casino affiliate who has escalated this to the competent team. Hopefully we will get some kind of an explanation soon, as up until now this casino was always quick to deal with any issues.

Hello Anto131518,

We would like to inform you that we have sent an email to you. We kindly suggest you to please check and share the update with us to proceed accordingly.

We are waiting for your update!

Best regards,

AllySpin team.

I would like to thank the AllySpin team for stepping in! :)

Anto131518, please let us know once you e-mail them requested information.

Hi

i have requested to the casino I am looking for 75% of my deposits have to be refunded which is 810$ for the refunds. If the players asking closing accounts request which is clearly shows we don’t want to play anymore casino games. I am waiting for the casino response.

Dear AllySpin team, I guess the e-mail has been sent to you? Please, let us know once you process the request on your end, to keep us updated.

Hi

i signed the settlement letter and waiting for the funds to arrive via crypto. I will update it accordingly.

Thank you for the update! Can you please confirm that with receiving the settlement payment, your complaint can be considered resolved successfully? Also did you get a confirmation that your account has been closed permanently, without the option for re-opening?

Hi

i have received the agreed amount from Allyspin. Please close my complaint solved.

Dear Anto131518,

I am glad to hear that your issue has been resolved, and als thanks to the AllySpin team for stepping in. I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru