AllySpin Casino - Player’s account remains active after cancellation request.

I am a gambler in treatment and I have asked ally spins several times to cancel my account. On 16.4.2026 I asked again on 19.4.2026. My account was supposed to be cancelled on 20.4.2026 but today I simply logged into it and lost money in it. I asked for a refund of my deposit as my access should have been completely blocked but the only thing the casino did was to cancel my account and did not comment on the gross violation of responsible gaming on their part. I would like to ask for help in recovering all deposits after 20.4.2026. Thank you

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

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.

• What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling problems?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here. If possible, please attach receipts of your deposits as well.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Dear player,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Good day, I wrote you an email. attila.g@casino.guru .

Yes, I used the same email address as when I created the account and I sent you their answers by email. I also wrote to Vip allyspin but they don't even answer me anymore. But I don't understand how they could re-access my account when I asked them to self-exclude me for gambling reasons, and that repeatedly

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I also thank you for your cooperation and I appreciate it.

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, Matej (matej.l@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,

Attila

Hello saramaria, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of AllySpin Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Saramaria, dear Matej and Attila,

Thank you for bringing this to our attention so that we can address it. Please accept our apologies for any inconvenience caused and please let us reassure you that the account is closed. Upon review of this matter with our relevant department, we would like to issue a refund in the amount of 1248 EUR.

In order for us to proceed with the refund, please provide us with the following details:

-Full Name (please include all names including middle names)

-E-mail

-Bank Account’s Owner name

-IBAN/Account no.

-Bank Name

-Bank location (Country)

-SWIFT/BIC

Kind regards,

Allyspin Casino Team

Dear Saramaria,

Thank you for providing us with your bank details. Kindly be informed that we have forwarded the details and your request to our relevant department. Once we have more information, we will update you promptly.

Kind regards,

AllySpin Team

I would like to thank both sides for speedy replies and reaching mutual agreement. I have redacted the banking details for security reasons, since the information has been already received by the financial team.

Dear AllySpin Casino, please let us know once the payment has been processed on your end. Thank you very much.

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

Dear saramaria,

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,

Matej