AllySpin Casino - Player claims that payment has been delayed.

Hello,

I’m writing to file a complaint regarding AllySpin Casino. I created an account, completed all necessary identity verification steps, and successfully won €500. I submitted a withdrawal request, and customer support confirmed several times that my account was fully verified and the withdrawal was being processed.

However, despite these confirmations, I never received the funds. After repeatedly contacting support, they continued to delay with vague responses. Eventually, my account was blocked without any clear explanation or notification. I have screenshots of all conversations with their support team confirming the verification and approval of my withdrawal.

I believe this is an unfair and unethical practice. I’m requesting assistance in recovering my winnings please!

Thank you for your support

Dear taharloudiyi240,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear taharloudiyi240, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

Are you able to access your casino account?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Dear taharloudiyi240,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.