The player from Germany urgently requested support regarding his Allyspin account, which he wanted closed due to a self-exclusion ban he had initiated three weeks earlier. Despite multiple communications, his account remained active, and he sought immediate closure and a refund of all funds deposited since his request. The player failed to respond to the Complaints Team's inquiries and reminders requesting further details and evidence to assess the case properly. Due to the lack of response, the complaint was closed without resolution at that time. The player was informed that he could reopen the complaint in the future if he chose to resume communication.
AllySpin Casino - Player's account remains active despite self-exclusion request.
Closed
Our verdict
Player stopped responding
Amount: €1,800
AllySpin Casino
Safety Index:Very highCase summary
Discussion
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3 weeks ago
Translation
Urgent request for support – pending self-exclusion ban at Allyspin
Dear Casinoguru team,
I am contacting you today with an urgent request.
Three weeks ago, I requested the immediate closure of my Allyspin account due to my gambling addiction. I notified them of this via email, as required by their terms and conditions. However, my account remains active, tempting me to deposit more money.
I have written evidence of my inquiries on:
• 3 times on December 21, 2025
• 1x on 26.12.2025
• 1x on 01.01.2026
I also contacted them by phone and chat. I was assured that they would take care of it.
However, according to applicable laws and Allyspin's terms and conditions, there is an obligation to implement any suspension I request immediately. This has not yet happened.
I therefore urgently request your support on the following points:
My account must be blocked immediately without further delay.
The refund of all funds deposited that have been received or are still available since my suspension request.
Thank you in advance for your help and prompt response.
Best regards
Automatic translation:
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2 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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2 weeks ago
Dear enraged99,
Thank you very much for submitting your complaint. I’m sorry to hear about the situation you are facing and the distress caused by the delayed handling of your self-exclusion request.
Given the seriousness of the matter, I would like to ask you a few clarifying questions so we can properly assess the case and determine the next steps:
- Could you please confirm the exact date and time when you first requested self-exclusion, and whether you explicitly stated that the request was due to a gambling addiction?
- Which email address did you use to contact AllySpin, and did you receive any acknowledgment or confirmation (automatic or manual) from the casino?
- Since your first self-exclusion request, have you made any additional deposits or wagers? If yes, please specify the amounts and dates.
- Do you currently have a remaining balance on your account, and is your account still fully accessible?
If you have copies of the emails you sent, any replies received, or other relevant communication (including chat transcripts), please feel free to forward them to [email protected] so we can review the evidence in detail.
Your cooperation in providing these details will help us investigate and work towards a resolution. Clear timelines and written proof are essential for us to evaluate whether the casino failed to act in accordance with its responsible gambling obligations.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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1 week ago
Dear enraged99,
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.
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5 days ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Petronela
Casino.Guru
