The player from Germany had his account at Allyspin Casino closed due to gambling addiction but was able to reactivate it shortly afterward by agreeing to a disclaimer. He expressed concern over the lack of responsible gambling measures, as he subsequently lost €2,000. He requested a review of the provider's practices and a refund of his deposits. We asked him for the full email exchange with the casino, whether his account was closed again, and whether the casino had offered a refund, but the complaint was later marked as resolved by the player, so the case was now closed as resolved.
AllySpin Casino - Player's account has been reopened despite gambling addiction.
Resolved
Our verdict
Case closed
Amount: €2,000
AllySpin Casino
Safety Index 8.4 HighCase summary
Discussion
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3 weeks ago
Translation
Ladies and Gentlemen
I had my account at Allyspin Casino permanently closed some time ago (11.8.2026) due to gambling addiction.
On August 19, 2026, I managed to have my account reactivated within minutes via email support. This only happened after I agreed to a disclaimer. In my opinion, this is by no means a responsible way to treat vulnerable players. As a result, I deposited and lost another €2,000.
An account that has been closed due to a reported gambling addiction should not be so easy to reopen – or even possible at all. Many other reputable providers categorically prohibit reopening in such cases, or at least subject it to strict safeguards and waiting periods.
I have already provided you with all the screenshots documenting the entire process from account closure to reopening.
I request that you review this process and assess whether the provider's conduct complies with the requirements for player protection and responsible gambling, and request a possible refund of my deposits.
Best regards
Automatic translation:
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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.
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3 weeks ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please forward me the full, uncropped email communication between you and the casino's customer support regarding your self-exclusion and the reopening of your account? My email address is veronika.f@casino.guru. Kindly include the complete, original messages rather than cropped screenshots.
- Is your account still accessible, or has the casino closed it again?
- Did the casino inform you whether you would be refunded for the deposits you made after your account was reopened?
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
Veronika
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3 weeks ago
Hallo Veronika,
i have forwarded you both Account closure and Reopening E-Malls.
The Account is now closed because i also contacted the casino about this matter and they are also checking the case.
I got answer from them yesterday that i need to forward them my bank details in order for them to review my case more , so i did. That gave me hope that maybe i will be able to directly resolve the issue with them. I will also send you proof of deposits in this answer.
thank you in advance for your help.
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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 Sgcspieler,
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,
Veronika
