AllySpin Casino - Player’s account has been closed unexpectedly.

I am writing to describe the situation regarding my account and recent withdrawal. I had a pending withdrawal of €378, and I received an email informing me that the withdrawal was canceled. When I attempted to log in afterward, I was met with a message stating that my account was "under review."

After contacting support, I was told that my account had been permanently closed, but no reason was provided. I have not engaged in any behavior that would violate the terms, and the only action I had taken prior to this was requesting my withdrawal.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear AnetaMat,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

To clarify the issue:

• When did you first notice that your account was under review?
• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?

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

Petra

Hello Petra!

When did you first notice that your account was under review?

Yesterday (12/3/2025)

Could you please let me know which documents you have already provided and when exactly you sent the last one?

They never asked for any documents.

Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

I'm not sure how to categorize the games. I played Mines, Aviator, Roulette, Dice.. The type of simple games that are popular on YouTube.

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

Never accepted any bonus.

Thank you for your reply and for providing the previous details,AnetaMat.

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please provide any furhter communication you had with the casino. This can include screenshots, emails, or chat records. You can send me all the documents to:[email protected] or post your screenshots to the thread.

Thank you again for your cooperation.

I cannot see the withdrawal because, as I stated before, the support told me that my account had been permanently closed, but no reason was provided. They didn't even refund my deposit.

I have attached the screenshot of the message I get when I attempt to login, alongside the most recent chat I had with Allyspin's support.

Dear AnetaMat,

Thank you for your reply and for providing the previous details.

To clarify your case, could you please provide the following information:

• When exactly did you request your withdrawal?
• Do I understand correctly that you have not been required to pass any verification process until now?
• Has the casino mentioned any investigation or scrutiny regarding your account?
• Is this the first time you are using this payment method for a withdrawal, or have you used it previously?

Thank you again for your cooperation.

When exactly did you request your withdrawal?

28/11/2025

Do I understand correctly that you have not been required to pass any verification process until now?

Exactly, they never asked for verification.

Has the casino mentioned any investigation or scrutiny regarding your account?

Never

Is this the first time you are using this payment method for a withdrawal, or have you used it previously?

This is the first time I attempted to withdraw from the casino

Dear AnetaMat

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 Samo ([email protected]). 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,

Petra

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear AnetaMat,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from AllySpin Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear AllySpin Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on why the player’s account was closed.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear All,

Thank you for your patience regarding the matter recently raised.

We would like to inform you that we are currently investigating this issue in coordination with the relevant department. We are working to gather all the necessary information to provide a comprehensive resolution.

Rest assured that we will provide a further update as soon as more information becomes available.

Thank you for your understanding.

Best regards,

AllySpin Casino

Dear AllySpin Casino,

thank you for the update.

I will await your findings and appreciate it if you could provide a clear explanation regarding the reason for the account closure once the review is completed. Please keep the thread updated as soon as new information becomes available.

Dear All,

Thank you for your continued patience while we look into this matter.

We would like to inform you that the review of your case is still ongoing. Our team is working to finalize the process as quickly as possible, but we require a bit more time to ensure everything is thoroughly checked.

Please be assured that we are monitoring the progress, and we will update you here the moment we have further information. Thank you for your understanding.

Best regards,

AllySpin Casino Team

Dear AllySpin Casino Team,

thank you for the update and for keeping us informed.

I understand that the review is still ongoing, especially given the holiday period. Please keep me posted once there is any progress or a final update available, so I can continue moving the complaint forward.

Thank you for your cooperation.

Dear All,

We would like to provide an update regarding the account status.

After a thorough review, we can confirm that the account has been closed from our side.

Taking this opportunity to remind you of important points included in our Terms and Conditions, which apply to all users registered on our platform:

3.9 We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

...> permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites.

void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account. <...

While the account will remain closed, we cannot provide the proper evidence due to security reasons, but we are willing to restore and pay out the balance (which totals to 378.87 EUR) if the verification is complete .To ensure the funds are returned securely, we have requested that the player complete our standard verification process.

For the refund to be processed, the following must be provided:

Proof of Identity: A valid government-issued ID.

Selfie: A photo of the user holding their ID for facial verification.

Proof of Deposit: Verification of the payment method used to fund the account.

We have reached out to the user directly via email with instructions on how to upload these documents. As soon as the verification is successfully completed, the balance of 378.87 EUR will be released immediately.

We remain committed to fair play and transparency and look forward to resolving this matter once the necessary documentation is received.

Kind regards,

AllySpin casino Team

Dear AllySpin Casino and AnetaMat,

thank you for the detailed explanation and the update.

AllySpin Casino, I acknowledge your confirmation that the account will remain closed, as well as your willingness to release the remaining balance of €378.87, provided that the standard verification process is completed. I also note that the required documents are limited to proof of identity, a selfie with ID, and proof of deposit.

AnetaMat, at this stage, I strongly recommend that you follow the casino’s instructions and submit the requested verification documents as outlined in their email. Completing this step appears to be the only remaining requirement for the balance to be released.

Once the documents are submitted, I kindly ask AllySpin Casino to confirm here whether the verification has been successfully completed and to advise on the expected timeframe for processing the payout.

I will continue monitoring the case and look forward to your updates so we can move this complaint toward resolution.

I have sent all the documents that they asked to their email.

Dear AnetaMat and AllySpin Casino,

thank you for the update.

AnetaMat, thank you for confirming that you have sent all the requested documents.

AllySpin Casino, could you please confirm whether the documents have been received and advise on the current verification status and the expected timeframe for processing the payout once verification is completed?

I will await your confirmation so we can move this complaint forward.

Dear AnetaMat,

We are writing to provide you with an update regarding your account verification process.

The relevant department has confirmed that your ID has been successfully accepted.

To complete the final step of the verification process, we require a clear copy of the front and back of the following credit card *8995. Please reply directly to the original email thread where you provided your previous documents. This ensures all your information stays organized and is processed as quickly as possible by our team.

Thank you for your cooperation.

Best regards,

AllySpin casino Team

Dear AnetaMat and AllySpin Casino,

thank you, AllySpin Casino, for the update and for your cooperation.

AnetaMat, please provide the requested credit card copy as instructed by the casino so the verification can be completed and your payout processed.

I’ll continue to monitor the case and update the thread once there’s news.

What's the verification process for a virtual card.

Also, I don't trust you with the FULL details of my card.

Dear AnetaMat,

To complete the verification process for your account, we require a copy of the credit card.

For your security, please provide a clear photo of both the front and back of the card while following these privacy guidelines:

Front of the Card: Ensure the first 6 digits and the last 4 digits are visible. You may cover the middle 6 digits.

Back of the Card: cover the 3-digit CVV/CVC code for your protection.

Once you have prepared these images, reply directly to the original email thread where you provided your previous documents. We will process your verification as soon as these documents are received.

Thank you for your cooperation.

Best regards,

Ally casino Team

Hello everyone,

thank you, AllySpin Casino, for the detailed instructions and for your continued help with this verification process.

AnetaMat, please follow the casino’s guidelines and provide the requested credit card images as instructed. Once you have sent them, kindly let us know so we can continue monitoring the case and move toward completing your verification and payout.

Thank you both for your cooperation.

I have sent a screenshot of the virtual card I used with the first 6 digit, last 4 digits and expiration date visible.

Dear AnetaMat,

Thank you for providing the screenshot for your account verification.

Unfortunately, we are unable to authorize this document because your full name is not visible in the image provided. To proceed, we require the credit card, clearly displaying both the relevant information and the account holder's name for cross-referencing.

Best regards,

AllySpin casino Team

Dear AllySpin Casino,

thank you for the clarification and for explaining why the previously submitted screenshot could not be accepted. I appreciate the detailed feedback.

Dear AnetaMat,

as explained by the casino, the screenshot cannot be accepted because your full name is not visible on the card image. Please follow the casino’s instructions and submit a document where your name and the required card details are clearly shown, in line with their security guidelines.

Once you have sent the correct document via the original email thread, please let us know here so we can continue monitoring the case.

Thank you both for your cooperation.

As I stated in my previous response, I used a virtual card, and there's no way for me to give an image with both my name and the debit card details.

I asked what is the verification procedure for a virtual card and I was ignored.

Dear AnetaMat,

Please accept our apologies for the inconvenience regarding this matter.

We have requested alternative options from the relevant department to find a suitable solution. As soon as we receive an update from them, we will notify you immediately.

Thank you for your continued patience.

Best regards,

AllySpin casino Team

Hello AnetaMat,

We would like to update you that due to Samuel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Samuel 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 Samuel will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Aneta,

We are contacting you regarding the verification of the payment method used on your account.

The relevant department has processed your recent activity and identified that the card utilized is issued by Revolut. To complete our standard security protocol, we require a specific document to verify ownership of this card.

Please note that within the Revolut mobile app, you can download a PDF statement that lists all your virtual cards. This document is essential as it displays both the card details and the account holder's name in a single official file. Ensure your full name and the card numbers are clearly visible.

Thank you for your cooperation.

Best regards,

AllySpin Casino Team

Hello everyone,

thank you, AllySpin Casino, for the update and clarification.

AnetaMat, please follow the casino’s instructions and submit the Revolut PDF statement showing your name and virtual card details. Once sent, let us know so we can continue monitoring the case.

I have sent the PDF to your email with the title "Aneta Card Confirmation"

Hello AnetaMat,

thank you for the update.

We will now wait for the casino’s confirmation after they review the submitted document. If you receive any information from AllySpin Casino outside of this complaint thread, please let us know here in case the casino does not respond directly.

Why is the system waiting for me to reply and not the casino?

Dear All,

We are writing to confirm that we have successfully received players document.

Please be advised that the file has been escalated to the relevant department for a comprehensive review.

Our team is currently processing players request, and we will contact you as soon as an update becomes available.

Thank you for your patience.

Best regards,

AllySpin casino Team

Hello everyone,

thank you, AllySpin Casino, for the update and confirmation. We will await your further update.