The player from Germany reports that his AllySpin account was permanently closed without explanation, despite holding the highest VIP status and a cumulative net loss of €15,000. He seeks either the reopening of his account with retained VIP privileges or appropriate financial compensation for the unfair treatment, alongside a cessation of all promotional contact until his concerns are addressed.
AllySpin Casino - Player’s account has been closed without explanation.
Opened
Current status
Waiting for player to reply
3d 23h 10m 10s
AllySpin Casino
Safety Index 8.4 HighCase summary
Discussion
Public
Public
3 weeks ago
Translation
I am filing this complaint because my AllySpin account was permanently closed without explanation, despite my having the highest VIP status. My cumulative net loss with this provider is €15,000.
Despite my VIP status, I was systematically ignored. When I pointed out the lack of support, my access was blocked without warning. This directly contradicts the privileges promised to VIP customers.
My goal:
I am interested in clarification and fair treatment. Therefore, I demand:
Option 1 (Reopening): Immediate reopening of my account with the guarantee that my VIP status (highest level) will be retained and that I will be assigned a dedicated, responsive VIP manager who will address my concerns promptly.
Option B (Compensation): Should the casino refuse to reopen my account, I demand appropriate financial compensation for the loss of my VIP status and the unfair account closure. I am not prepared to simply accept the arbitrary revocation of my VIP rights after a loss of €15,000.
Furthermore, I demand the immediate cessation of all further advertising contact (calls/emails) until my account is active and properly managed.
Note: This is one of three cases I am filing due to systemic problems within this group of companies (SGCasino, AlfCasino, AllySpin). I have lost a total of €30,000 within this group and am being treated identically (ignorance/arbitrary treatment) by all providers.
Automatic translation:
Public
Public
3 weeks ago
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.
Public
Public
3 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that we can’t penalize the casino for closing your account. Casinos, in general, have the right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities, or for no reason at all.
- Could you please advise if you had any remaining real money balance in your casino account?
Thank you in advance for your reply.
Best regards
Attila
Sensitive attachment
Sensitive attachment
3 weeks ago
TranslationHello Attila,
Thank you for your feedback. I would like to add crucial points to my complaint that demonstrate the systematic misconduct of this group of companies (AllySpin, AlfCasino, SGCasino):
Contradiction of the account suspension (logical proof): If the suspension at AllySpin had been a responsible gambling measure, it would have necessarily led to a group-wide suspension. The fact that I was able to register immediately afterward without any problems at AlfCasino and SGCasino and deposit another €16,000 there clearly proves that the suspension at AllySpin was not a player protection measure, but an arbitrary sanction against me. The company is thus knowingly accepting that already "suspended" players will continue to deposit funds at other brands within the group.
Manipulative communication: As can be seen in the attached screenshot image_3.png, my account is officially in "verification" status. Nevertheless, I constantly receive notifications about supposedly credited cash amounts or bonus offers. It is impossible for me to access these amounts or verify their origin. This proves that the account suspension is merely a pretext, while I am simultaneously being lured into further interactions through marketing emails.
Withdrawal trap (promoting gambling addiction): The casino employs a deliberate delaying tactic: Withdrawal requests are artificially kept in limbo until, out of impatience, I cancel the withdrawal and gamble away the money again. Only after the balance is lost does support respond.
Access denied: My account is currently blocked. I request disclosure of my account balance and a payout of the funds held there.
My demands:
1. Disclosure and payment of my entire balance as well as all outstanding cashback claims.
2.
I expect a transparent statement from the company regarding these practices, which directly contradict the principles of responsible gaming.Best regards,
Automatic translation:
Public
Public
2 weeks ago
TranslationCurrent status: I am being completely ignored by the VIP team.
I have repeatedly complained to the support team, but they either leave my emails unanswered or reply that no German-speaking staff are available, even though I can get a translator!
Automatic translation:
Public
Public
2 weeks ago
I'm very sorry but you haven't answered my previous question. Please check my first reply and try to assist. All the details I asked for are essential if we wish to proceed with your case and assist you further.
Additionally, could you please confirm whether you have indicated any gambling problems to this casino?
Thank you in advance.
Public
Public
2 weeks ago
TranslationHi, I already attached screenshots! This is real money that was in the account! I can't see anything more because I can no longer log into the account!
Automatic translation:
Public
Public
1 week ago
Thank you for your response. Could you please confirm the exact amount of real money funds that were present in your account prior to its closure? Additionally, have you reached out to the casino's customer support via email to inquire about the reasons for your account being blocked? If you have, I would appreciate it if you could forward that correspondence. Thank you for your cooperation.
You can reach me via email at attila.g@casino.guru, or you can post screenshots here.
Thank you for your patience and cooperation.
Public
Public
3 days ago
Dear Albaner01,
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.
Albaner01 has 3d 23h 10m 10s to reply
Attila is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
