AllySpin Casino - Player's account closure request is not processed.

ΤΟΥΣ ΕΧΩ ΖΗΤΗΣΕΙ ΝΑ ΜΟΥ ΚΛΕΙΣΟΥΝ ΤΟ ΚΟΓΑΡΙΑΣΜΟ ΕΠΑΝΕΙΛΗΜΜΕΝΑ ΚΑΙ ΔΕΝ ΜΟΥ ΤΟΝ ΚΛΕΙΝΟΥΝ.

Dear coolies, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain 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 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 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 he casino's responses? My email address is veronika.f@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

θελω να κλεισει και να μην ξανανοιξει

Thank you for your reply.

At Casino Guru, we can assist players with account closure requests only when they wish to close their account due to gambling addiction.

When applying for self-exclusion, please be sure to clearly state the reason for wanting your account deactivated, and specify the desired time period. The email "Subject" should be clearly marked and easily recognizable, as casino support handles many requests daily. This will help ensure your request is processed as quickly as possible. Additionally, I strongly recommend saving a copy of your self-exclusion request for your records, as proof of your action.

Here’s an example template you can use:

Email Subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

Dear [Casino name],

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of [xx months/years] (or lifetime).

The reason for my decision is gambling addiction.

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

Once completed, please send the request to support@allyspin.com and add my email address, veronika.f@casino.guru, to the copy. I’ll be happy to assist you further.

Dear coolies,

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.

Am I correct in understanding that you requested to be self-excluded from the first time yesterday?

ΟΧΙ ΕΧΩ ΖΗΤΗΣΕΙ ΕΔΩ ΚΑΙ 2 ΒΔΟΜΑΔΕΣ ΕΧΘΕΣ ΕΣΤΕΙΛΑ ΟΤΙ ΕΠΙΒΕΒΑΙΩΝΩ ΟΤΙ ΘΕΛΩ ΝΑ ΑΥΤΟΑΠΟΚΛΕΙΣΤΟ ΑΛΛΑ ΔΕΝ ΠΑΙΡΝΩ ΚΑΜΙΑ ΑΠΑΝΤΗΣΗ

Thank you very much, coolies, 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 coolies, 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 confirm player's permanent account closure due to the gambling addiction? Also, please confirm deleting his phone number and e-mail from your mailing/SMS advertising lists.

Thank you for your patience and cooperation in advance.

Dear coolies,

As per checking your account and your conversation.

We can see on 5th March, 2025, you requested to close your account and the reason for your decision was gambling addiction.

And after few minutes we send an email to confirm that if you have any balance or pending withdrawal it would be voided.

You sent a confirmation on 6th March.

And on 8th March your account was closed as per your request. We would also like to inform that you should not receive any promotion from us and we sent you a account closure confirmation email as well on the same day.

Therefore, all Responsible Gambling procedure were followed correctly by us.

And your last deposit was on 4th March 2025. Hence, we would like inform you that there is no refund available for your account.

We hope this helps clarify the matter for you.

Our team wishes you all the best for your future activities!

Best regards,

AllySpins Casino.

Dear AllySpins Casino, thank you very much for the details provided.

Could you please confirm the player's account balance on the 5th March 2025? I know the player has confirmed being OK with the balance confiscation once the account is closed, however we find this practice against our Fair Gambling Codex, and we believe the player should not lose his money because of the gambling addiction issue.

ΛΕΝΕ ΨΕΜΑΤΑ ΤΟΥΣ ΕΧΩ ΣΤΕΙΛΕΙ ΜΕΙΛ ΑΠΟ 18/02 ΝΑ ΔΙΑΓΡΑΨΟΥΝ ΤΟΝ ΛΟΓΑΡΙΑΣΜΟ ΜΟΥ

Dear coolies,

I understand your frustration, but hopefully I can address your concern well enough with this explanation:

While it is true you have requested an account closure since 18th February, you have not stated a reason being gambling addiction. Normally, when asking for an account closure and stating the reason being you don't want to play in the casino anymore, you have an option of simply stop playing. It's the same as if you had a bad experience in a restaurant and stopped going there for your meals. Also, it is a common practice amongst players after incurring a heftier loss, to say in the heat of the moment they want the casino to close their account. Few days later they ask for it to be re-opened and they play as usual. Some players even use this as an opportunity to get some kind of a cashback or a bonus play from the casino. In all of these cases, it is assumed that the plyer is fully capable of making decisions for themselves, and they play only because they want to and can stop at any time. Nothing forces them to spend more money in the casino, so anything that is deposited between the request of account closure and the actual closure, is not enforceable.

Now if the player asks for an account closure and clearly states they have a gambling problem - this is completely different story. Gambling addicts are not in control of their own compulsive behaviour, and can spend all their money in the casino and ruin their lives. That is why such cases neds to be taken care of with utmost importance and care. In such cases account should be closed ASAP (or at least the options for depositing and playing games should be disabled) so the player is safe. If the casino ignores such urgent request and allows the player to keep depositing and losing money even longer - before finally closing the account - in such cases we believe the player is entitled for their deposits to be returned (minus any winnings withdrawn in the meantime) if those deposits happened between the self-exclusion request and an actual account closure.

Normally, this case would have been closed by now, as the casino received your self-exclusion request on 5th March and processed the account closure by 8th March - all this being within a reasonable time period. However, we find it unfair to confiscate your account balance only because you have a gambling problem and had to close the account. Therefore, this case remains opened and I hope we can reach an agreement with AllySpin Casino, and this is also a reason behind my inquiry about the amount of balance on your account on 5th March.

ΤΟΥΣ ΕΧΩ ΖΗΤΗΣΕΙ ΝΑ ΚΛΗΣΟΥΝ ΤΟΝ ΛΟΓΑΡΙΑΣΜΟ ΜΟΥ ΑΠΟ 5/3/2025 ΛΟΓΩ ΕΘΙΣΜΟΥ ΚΟΙΤΑΧΤΕ ΠΟΣΑ ΧΡΗΜΑΤΑ ΕΧΩ ΚΑΤΑΘΕΣΕΙ ΑΠΟ 8/3/2025 ΣΤΗΝ ΕΤΕΡΕΙΑ ΤΟΥΣ 600ΕΥΡΩ. ΝΑ ΜΟΥ ΤΑ ΕΠΙΣΤΡΕΨΟΥΝ ΠΙΣΩ ΓΙΑΤΙ ΔΗΛΩΣΑ ΑΠΟ 5/3 ΝΑ ΚΛΕΙΣΕΙ Ο ΛΟΓΑΡΙΑΣΜΟΣ ΜΟΥ ΛΟΓΩ ΕΘΙΣΜΟΥ ΚΑΙ ΑΥΤΟΙ ΣΥΝΕΧΙΣΑΝ ΝΑ ΤΟΝ ΕΧΟΥΝ ΑΝΟΙΧΤΟ.

Dear coolies, could you please confirm what are the screenshots referring to? I can see deposits made between 8th March - 13th March, but it doesn't say where those deposits went. Are those deposits to your AllySpin Casino account? Or deposits to the AllySpins' sister casino?

στο αδελφό καζίνο του AllySpins

If you have requested self-exclusion in the other casino as well and your request was also ignored, I would recommend lodging a separate complaint against said casino. Nowhere on the AllySpin's website - their T&C or Responsible Gaming section - does it say that self-exclusion in one casino will guarantee the same across all the sister platforms.

With this complaint we will focus on the confiscated deposit upon your account closure at AllySpins (as that is against our Fair Gambling Codex), and I hope we can mediate with the Team the return of the voided balance.

ΕΧΩ ΣΤΕΙΛΕΙ ΕΠΙΒΕΒΑΙΩΣΗ ΑΠΟ 24/02/2025 ΚΑΙ ΑΚΟΜΗ ΕΧΟΥΝ ΑΝΟΙΧΤΟ ΤΟΝ ΛΟΓΑΡΙΑΣΜΟ ΚΑΙ ΜΟΥ ΣΤΕΛΝΟΥΝ ΣΥΝΕΧΕΙΑ ΜΗΝΥΜΑΤΑ ΣΤΟ ΚΙΝΗΤΟ ΜΕ ΕΧΟΥΝ ΚΑΤΑΚΛΕΨΕΙ.(talismania.com)

Dear Matej,

We would like to inform you that we have sent you an email.

We are waiting for your update. Thank you!

Best regards,

AllySpins team.

I can confirm the e-mail has been received alongside the evidence provided. Thank you very much for helping us to resolve this complaint so quickly. :)

Dear coolies,

To sum the situation up - you have officially requested self-exclusion due to the gambling addiction on 5th March 2025. On the 8th March 2025 the account has been closed. I have also received evidence from the casino showing that the account has been deactivated, e-mail and SMS marketing communication has been disabled, and that by the date of closure the account had no balance left. Since that is what this complaint was about originally, and the casino complied to the full extent, I will now mark the complaint as 'resolved' in our system.

As for your issue with the Talismania Casino - which is unrelated to this case - I would recommend opening a brand new complaint against said casino, and we will address it separately. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Matej

Casino.Guru