AllySpin Casino - Player’s account has not been closed.

I emailed support informing them to delete my account permanently as I am a gambling addict on the 30th may. On the 31st of may they replied saying my account had been closed. On the 16th June they have emailed me a deposit match bonus which I logged on and proceeded to lose 3000 nzd. I think this is completely unacceptable on their end to lie about closing my account after I've told them I am a gambling addict and they should refund this money.

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Dear Fusion7071,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the Responsible Gambling policy, and I found this:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@allyspin.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru?

Thank you very much for your cooperation.

Best regards,

Kristina

I have sent all the emails with all the information through now thank you.

Dear Fusion7071,

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, Igor (igor.p@casino.guru). 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,

Kristina

Dear Fusion7071,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the AllySpin Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a AllySpin Casino representative to join this conversation and participate in resolving this complaint.

Dear AllySpin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Hi Igor thank you for helping to try and resolve this issue. I am hoping allyspin will reply to also help resolve this.

Dear Fusion7071,

Thank you for reaching out to us.

Please be informed that your case if currently under investigation and you will be contacted as soon as possible with further information.

We thank you for your patience and understanding.

Kind regards,

Allyspin Team

Dear AllySpin Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear Fusion7071,

Thank you for your patience.

We would kindly ask you to check your emails where we send you information regarding your refund request.

We hope this finds you well.

Kind regards,

Allyspin Team

Dear Fusion7071,

The casino provided further information in the email sent to you.

Please review the email and let us know your position.

Additionally, feel free to ask any questions or share any concerns.

I agree with the proposed refund amount, am now just waiting for them to pay it into my account.

Dear AllySpin Casino,

The player agrees with the proposed amount.

Please let us know the exact amount and keep us informed of any updates regarding this complaint.

Dear Fusion7071,

Thank you for your reply and the provided information.

Please be informed that your transaction has been forwarded and we expect the finalization in the nearest time.

We thank you for your patience and understanding.

Kind regards,

Allyspin Team

Dear AllySpin Casino,

Thank you for the further update and for informing us that the transaction has been forwarded to the relevant department.

Please do not hesitate to let us know once there is any news regarding this case.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Fusion7071,

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,

Igor