The player from Germany had a problem with their account being closed without explanation after depositing €115. They requested clarity on the reason for the account closure, whether it was under review, and when their deposit would be refunded. We asked for clarification about whether any bets had been placed, when the account had been closed, and whether any bonus had been activated, and the complaint was then marked as resolved by the player. The issue was therefore considered resolved in our system.
AllySpin Casino - Player's account has been closed without explanation.
Resolved
Our verdict
Case closed
Amount: €115
AllySpin Casino
Safety Index 8.4 HighCase summary
Discussion
Public
Public
3 weeks ago
Translation
Account closure without a plausible explanation – refund of €115
I registered at this casino and deposited a total of €115. Shortly afterwards, my player account was closed or blocked.
To date, I have not been given a specific reason for the account closure. Likewise, it is unclear to me whether my account is currently being reviewed and, if so, for what reason.
I deposited money to be able to use the games offered. However, if the casino closes my account and does not allow me to continue using it, I naturally expect a full refund of my deposit of €115.
I request a clear and comprehensible explanation from the casino:
- Why was my account closed?
Is my account currently under review?
- If so, why and what documents are required?
- When will my deposit of €115 be refunded?
Should verification be required, I am of course prepared to complete it fully. However, I would like clear information about the reason for the account suspension and how my deposited funds will be handled.
Since I have not yet received a satisfactory explanation, I request Casino Guru's assistance in resolving this matter. I would like the complaint to remain open until the reason for the account closure has been clarified and my deposit has been fully refunded.
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.
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Public
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3 weeks ago
Hello,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?
- Do I understand correctly that you didn't manage to place any bets?
- Could you please clarify when exactly your account was closed?
- Did you activate any bonuses on top of your deposit?
I hope we can help resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
Public
Public
3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Cengiz2000,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Kristina
