AllSpins Casino - Player experiences withdrawal issues with winnings.

I got a bonus that I played at the casino, managed to get a super scatter and won 10,000 euros, then I continued playing and wagering what I had to.

Had 10,000 euros when the transaction was completed.

Bam, it was down to 3599 euros which was my money, no problems.

Until now, when I wanted to withdraw the money, there was a problem in their system and I had to keep 100 euros.

Not okay!!!

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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 send me the link or a screenshot of the bonus you activated and played with? Was it a deposit bonus, or a free, no-deposit bonus?
• Have your winnings been capped in any way after you finished wagering the bonus, or only after you requested the withdrawal?
• Could you kindly specify in more detail the situation with your winnings being reduced to 3599€?

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

I have emailed the information to Veronika, is that enough??

Which email address did you use? I have not received any emails from lex*****ica@outlook.com yet. My email address is veronika.f@casino.guru. Thank you for your cooperation.

Hello

•can't find the bonus now but was a deposit bonus regarding casino

At 10 euros and 50 euros could activate both so had 60 euros to play with.

•then won 10,000 euros on gates of olympus super scatter, wagered these and attached the winnings and what the final bill was after the wagering was complete.

•After a while I only had 3599 of the 9900 euros left and played some sports betting and some more at the casino because it said it was real money.

Chose to make a withdrawal

Took a day and then they wanted a bank statement

Submitted this

Then the email came saying that something had gone wrong, I call it bullshit, as they had already taken money and let me play with it, but only when the withdrawal was to be made was the "error" discovered.

Got to keep 100 euros🤥

Hello Lexuseccoflax,

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 Lexuseccoflax;

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

Thank you for your understanding.

Best regards,

Karla

Casino.Guru 

Dear Lexuseccoflax,

Thank you for the information provided so far.

To better understand your situation, I would like to kindly ask you to clarify a few important points:

• Could you please confirm whether your winnings were capped immediately after completing the wagering, or only at the moment you requested the withdrawal?
• Could you please specify what exact amount the casino currently allows you to withdraw and what amount was removed or restricted?
• Could you please upload or resend the email from the casino where they explain the "system error" and the requirement to keep €100 in your account?

These details are essential for us to properly assess your case.

Thank you in advance for your cooperation.

Karla

Only when the turnover was 100 percent complete did I have 10,000 euros in the account.

Then it crashed down to just over 3900 euros a short while later.

I had this amount for a long time and played most games without any problems.

Made a withdrawal of 500 euros which was the maximum per day.

Played further with the remaining amount.

Then THE DAY after they sent me an email saying I wasn't entitled to my money and I only had 100 euros left in the account!!

Unfortunately, the email has been deleted, but I think Veronika emailed it in the first email, she said she didn't get it, I'll take a look!

Dear Lexuseccoflax,

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, Michal K., michal.k@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 Lexuseccoflax,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

I would like to invite AllSpins Casino to join the conversation.

Dear AllSpins Casino,

To ensure a clear and comprehensive understanding of this case, I would kindly ask if you could provide a detailed outline of the sequence of events. In particular, it would be helpful to clarify when and which bonus the player claimed and used, which specific terms and conditions were associated with and applied to the bonus, and the reasoning behind the apparent caps placed on the player’s winnings on two separate occasions.

If there are any additional factors relevant to this matter that cannot be disclosed publicly, I would greatly appreciate it if you could share them directly with me at michal.k@casino.guru, along with any supporting evidence, for an independent review.

Thank you in advance.

Dear CasinoGuru Team and Lexuseccoflax,

Thank you for bringing this matter to our attention.

After carefully reviewing the case, we would like to clarify that the player activated the promotion titled "50% Extra 1st Deposit Bonus" and made a deposit of €20. In line with this offer, a corresponding bonus of €10 was credited to the account, and the gameplay proceeded under the applicable Bonus Terms and Conditions.

As outlined in our Bonus Terms, specifically point 7.2, deposit bonuses are subject to a maximum release limit of 10 times the bonus amount. This means that once the defined cap is reached, any additional winnings generated from the bonus are automatically removed in accordance with these rules.

Following a full review of the account activity, we can confirm that the player successfully completed the wagering requirements and received €100 in winnings from this bonus. This amount represents the maximum releasable value permitted under the terms of the promotion. Any winnings exceeding this threshold were therefore adjusted automatically by the system, as per the established conditions.

We understand that such limitations can sometimes cause confusion, and we always recommend reviewing the specific bonus terms prior to participation. That said, we remain available should any further clarification be required.

Kind regards,

AllSpins Team

Then it should be corrected immediately if that is the case!

Then I had a bonus twice, a total of 60 euros!

Now it was corrected once and then you took over 600 euros and then you could continue playing several bets.

Only when I wanted to withdraw did this rule come up!

Scam everywhere and I want the money you corrected first.

.

That rule also came into being AFTER I ASKED FOR A WITHDRAWAL, THERE WERE NO LONGER AVAILABLE

Dear AllSpins Team

Thank you for your response and for clarifying the sequence of events.

Could you kindly confirm whether the winnings from the bonus play were limited on just one occasion or on several occasions?

Furthermore, I would appreciate it if you could send me the complete game log of the player for an independent assessment at michal.k@casino.guru

Thank you in advance.

Dear CasinoGuru Team,

Thank you for your message.

The requested information has now been provided via email, including all relevant details and supporting documentation for your review.

Should you require anything further, we remain at your disposal.

Kind regards,

AllSpins Team

Dear AllSpins Team,

Thank you for your email and for providing the evidence outlining the sequence of events.

I have shared my observations and considerations regarding how the situation might be appropriately addressed, and I remain open to your feedback.

Dear Lexuseccoflax,

Thank you for your patience while I reviewed this matter in detail.

After gathering and carefully assessing the available information and supporting evidence, I can confirm that the sequence of events described by the casino team is substantiated.

I understand your concern that the adjustment of winnings in line with the 10x maximum win rule should ideally be applied promptly and only once. In this case, however, as explained, due to a system issue, an incorrect balance remained in your account for a period of time. This discrepancy was identified only later, following a manual review triggered by your withdrawal request. I appreciate that, from a player’s perspective, this may feel a bit unfair, particularly as it was not immediately visible during gameplay. At the same time, such reviews at the withdrawal stage are a common industry practice, as this is typically when inconsistencies are detected and addressed.

Furthermore, the casino’s Terms and Conditions include a section on Errors and Omissions (Section 19), which you agreed to upon creating your account and claiming the bonus. Provisions of this nature are standard across most online casinos.

As you were playing with a bonus that clearly defined a maximum win of 10x the bonus amount, any winnings exceeding this limit are not eligible for withdrawal. Additionally, it is very likely that the level of betting observed—particularly higher-value bets and wins—would not have been possible had the balance been correctly adjusted in the first instance, since you would not have sufficient funds for such gameplay.

As an independent party, based on the applicable terms and the circumstances of the case, I can confirm that the maximum amount you were entitled to from the initial bonus gameplay is €100.

I have also enquired with the casino whether it would be possible to restore the situation to what it would have been had the system functioned correctly from the outset.

I understand this is not the outcome you were hoping for, but I hope this explanation provides clarity on how the conclusion was reached and that your case has been paid full attention.

Dear Lexuseccoflax,

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.

Dear Lexuseccoflax,

While it appears that the matter has been clarified, we have not received confirmation from you on whether this case can be considered sufficiently addressed or if you need additional assistance. Due to your lack of response, we regrettably must move forward with closing this complaint as rejected. I would like to thank the casino team for their cooperation.

If you experience any further issues with this or any other casino in the future, please do not hesitate to reach out to us—we will try our best to assist you.

Best regards,

Michal

Casino Guru