The player from Germany faced issues with withdrawing her €1500 winnings from the casino, as she was only able to withdraw €500 and was subsequently blocked from making further withdrawals. Despite multiple contacts with support, she received repetitive responses with no resolution, which resulted in a loss of some funds. The Complaints Team was unable to investigate further due to her lack of response to inquiries, leading to the rejection of the complaint.
AllySpin Casino - Player’s withdrawal is restricted and account support is unhelpful.
Amount: €540
AllySpin Casino
Safety Index:HighSafety Index
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8.9
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 weeks ago
Public
Public
4 weeks ago
Translation
I won €1500 at this casino after playing through the welcome bonus.
I was so happy to have finally won a little more and wanted to cash it out right away.
At first I had some difficulties with the verification but shortly afterwards it was resolved, but I was only able to withdraw €500 for the first time.
I also don't know why withdrawals are only possible to a limited extent, as this is the first and only casino where I have experienced this.
After I had the first €500 in my account (on March 21, 2025), I wanted to withdraw the remaining €1000.
But that wasn't possible because I was blocked from making withdrawals (everything is grayed out and not selectable, see screenshot).
Of course I contacted support via chat straight away and since then I've heard the same thing every time. Nobody knew why and promised to help, with the result that by March 24, 2025 I had 10 different people in the chat and each time I was told the same thing: to clear the cache, change browser and that my problem would be forwarded to the responsible department who should notify me by email. But to date I have not received a response.
And the hardest thing about this is that I have explained this problem to every supporter, and that I have followed all the steps several times, as well as sending the screenshot, which I always had to take up to date.
By taking a current screenshot you have to leave the chat and this ends it, but nobody wanted to hear that or what I think is that they did it on purpose to get rid of me.
Now I'm told to wait again and that an email from the specialist department will arrive within 24 hours.
Because of all this hassle, I lost some of the €1,000 and now I only have €540.
I'm asking you to help me with this problem because I feel like I'm not being taken seriously and it's like fighting windmills for me.
Thank you in advance and I hope you can do something about it!
Automatic translation:
Public
Public
4 weeks ago
Dear StressiJessi,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
To better understand your situation and assist you effectively, I would like to ask you a few questions:
- What method did you use to make your initial deposit?
- Have you received any official communication from the casino regarding your withdrawal issue?
- Have you verified if your account meets all the necessary requirements for withdrawals (e.g., wagering requirements)?
Your cooperation in providing these details will help us investigate and work towards a resolution.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Nick
