The player from Germany requested a refund of €1,075 after experiencing a delayed self-exclusion process with AllySpin. Despite his request for self-exclusion on October 7, 2025, his account remained active, leading to uncontrolled deposits until he requested immediate closure on October 10, 2025. The Complaints Team was unable to assist with the refund request due to the lack of explicit mention of gambling addiction in earlier communications. As the player did not respond to follow-up inquiries, the complaint was rejected.
AllySpin Casino - Player's account has not been self-excluded on time.
Closed
Our verdict
Player stopped responding
Amount: €1,075
AllySpin Casino
Safety Index:Very highCase summary
Discussion
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4 months ago
Translation
Ladies and Gentlemen
On October 7, 2025, I requested a self-exclusion from AllySpin for player protection reasons. Unfortunately, this request was not processed immediately. Despite my explicit request to be excluded, my account remained active, so I subsequently made further deposits due to my uncontrolled gambling behavior.
Since my self-exclusion was not implemented, I again requested immediate closure of my account on October 10, 2025. However, instead of my request being implemented, I received promotional offers with bonus funds, which clearly violates the principles of player protection and the applicable license conditions.
Up to this point, a total of €1,075 continued to be deposited following my original request on October 7, 2025. Since these deposits were made during a time when my account should have already been blocked according to my self-exclusion request, I request a refund of the stated amount of €1,075.
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4 months ago
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
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.
When exactly did you register at this casino?
Have you ever mentioned gambling addiction as your reason for requesting account closure? If so, kindly forward me additional self-exclusion requests you sent to the casino, along with the casino's responses at veronika.f@casino.guru.
Is your account still open, or has it been closed in the meantime?
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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4 months ago
TranslationHello,
I forwarded the email correspondence to you today.
Yes, I have explicitly stated gambling addiction or player protection as the reason for closing my account. A request for self-exclusion for player protection reasons is considered a request for exclusion due to gambling addiction, according to the applicable guidelines.
I first requested my self-exclusion on October 7, 2025, and reaffirmed it on October 10, 2025, because my account was still active. Only today, October 13, 2025, was the account finally closed.
Best regards,
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4 months ago
Thank you for your email.
I have reviewed the conversations between you and the casino’s customer support and noticed that you mentioned gambling addiction as your reason for account closure for the first time only in the last email you shared with me. Please note that the phrase "player protection reasons" is not a clear indication of gambling addiction. Therefore, we are unable to request refunds of deposits made before you explicitly stated that you were addicted.
Have you received any response to your request in which you directly mentioned gambling addiction? When exactly did you send this request?
Has your account been closed since then? If so, could you please specify the exact date?
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4 months ago
TranslationLadies and Gentlemen
I would like to clarify the circumstances of my account closure at AllySpin Casino for player protection reasons.
The "player protection reasons" I have mentioned several times are, in the legal and psychological context of gambling, directly linked to addictive or high-risk gambling behavior. In the context of the prevention and treatment of gambling addiction, the term "player protection" is clearly understood as a measure to prevent loss of control and financial risks.
My repeated requests for account closures—as well as the interim lifting or non-implementation of these closures—conform to a clinically known pattern of pathological gambling behavior, fluctuating between phases of insight and relapse. For this reason, my phrase "for reasons of player protection" already represents a clear indication of an existing gambling addiction problem.
From this point onward, at the latest, a permanent blocking of my gaming account would have been necessary in accordance with applicable legal player protection regulations. Taking these circumstances into account, I therefore request that you re-examine the measures taken and all deposits made after this point.
I expressly reserve the right to refer this matter to the relevant licensing authority in the event of an unsatisfactory solution.
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4 months ago
Of course, you have the right to submit a complaint directly to the licensing authority. Unfortunately, we’re able to assist with refund requests only in cases where gambling addiction is explicitly mentioned. General or vague statements do not give us sufficient grounds to conclude that the casino has failed in its responsible gambling obligations.
We would, however, like to assist you with the closure of your account to ensure your situation is properly addressed. Could you please clarify the following:
- Have you received any response to the request in which you specifically mentioned gambling addiction? When exactly did you send this request?
- Has your account been closed since then? If so, could you please specify the exact date?
