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 expresses concern over the lack of responsible gambling measures, as he subsequently lost €2,000. He requests a review of the provider's practices and a refund of his deposits.
AllySpin Casino - Player's account has been reopened despite gambling addiction.
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Waiting for Casino Guru to reply
6d 22h 55m 38s
AllySpin Casino
Safety Index 8.4 HighCase summary
Discussion
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Public
2 days 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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2 hours 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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2 hours 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
