The player from Germany demanded a refund of over €750 for faulty free spins that were unplayable and claimed that after submitting a complaint, he was excluded from support. He set a final deadline for a response and expressed intent to take legal action if the issue was not resolved. The complaint was reviewed, but it was concluded that the free spins, once used, were considered consumed regardless of the outcome. As a result, the complaint was rejected due to insufficient evidence of wrongdoing by the casino.
AllySpin Casino - Player requests refund for faulty spins.
Closed
Our verdict
Unjustified complaint
Amount: €750
AllySpin Casino
Safety Index:Very highCase summary
Discussion
Public
Public
6 months ago
Translation
Dear AllySpin Team,
I hereby request, for the final time, that you immediately refund my deposits of over €750. The free spins I purchased were technically faulty, unplayable, and do not constitute a contractually agreed service. After my legitimate complaint, I was excluded from support and the live chat was blocked – behavior that lacks any seriousness.
I am setting you a **final deadline of today, August 30, 2025, 11:59 PM** to provide me with written feedback and initiate the repayment. If I do not receive a response by then, I will:
– Publish a public complaint on Trustpilot, Casino Guru and AskGamblers
– Report the incident to my bank as suspected fraud
– Check a police report for commercial fraud
– Contact the consumer advice center and take legal action
I have secured all evidence and am prepared to present it if necessary. I urge you to fulfill your responsibility to your customers and refund my money **today**.
With emphasis
Fatih Bozna
Automatic translation:
Public
Public
6 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with AllySpin Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Could you please advise when you purchased free spins?
- What exactly do you mean by saying that the spins are "technically faulty, unplayable"?
- Are the spins still in your account unused?
- Can you provide any evidence of the transactions related to your deposits and the faulty free spins? You can attach screenshots here or send them to my email at natalia.b@casino.guru.
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.
Best regards,
Natalia
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Public
Public
6 months ago
TranslationDear Ms. Natalia,
Thank you for your message.
Unfortunately, I have to report that the situation is even more complex. While I was technically able to use the free spins, I'm convinced it was a fraudulent mechanism.
The payout rate was so extremely low that fair gameplay seemed impossible. The winnings were practically nonexistent, even though the terms and conditions didn't mention any such restrictions. This feels like a deliberate scam designed to generate deposits without offering any real chance of winning.
Unfortunately, I don't have any complete screenshots of the buggy gameplay, as I only realized the extent of it afterwards.
However, I can give you the following details:
Date of purchase: [Please insert date]
· Affected game: [Insert game name if known]
· Specific problem: The free spins were technically usable, but the actual winnings paid out were in a utopian low ratio to the stake and were disproportionate to the expected value.
I can verify the transaction details using my bank records. Please let me know what specific information you need for this.
I hope you can look into this matter despite the paucity of evidence. The practice of selling functioning but completely worthless free spins should definitely be investigated.
Thank you for your support.
Best regards,
Fatih Bozna
Automatic translation:
Public
Public
6 months ago
Dear player,
I'm sorry, but we cannot make a case solely based on what you are describing. If you have bought free spins and used them for the gameplay, they are considered to be consumed, regardless of the outcome of each bet. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
