AllySpin Casino - Player’s account verification is delayed.

Dear CasinoGuru Team,

I would like to file a complaint against **Allyspin Casino** regarding their verification process, which has been ongoing for several weeks without resolution.

All parts of my verification were previously accepted, except for the **final step**, which keeps getting **rejected** without any clear explanation. I have already uploaded **all the required documents multiple times**, exactly as requested. Despite following every instruction carefully, the last part of my verification is still being denied.

I have contacted both the **regular support** and the **special KYC support team** several times via email. Each time, I only received an automatic confirmation that my message had been received, but **no actual response or assistance** has ever followed. This has been going on for **several weeks** now.

In addition, I have **saved all live chat transcripts** in which I repeatedly asked for updates and was told that the process was "in progress." I also have **copies of all my emails and attachments**, showing that I sent every required document for the final verification step.

At this point, I feel completely ignored and unable to complete my account verification, despite full cooperation and compliance with their requests. I kindly ask for your help in resolving this matter with Allyspin Casino.

Thank you very much for your time and support.

Kind regards

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.

Dear Honk555,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please provide the exact date of your initial verification request?

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,

Katarina

Dear Katarina,

Thank you for your reply and your willingness to assist.

Here is a detailed summary of what happened:

Initially, the casino requested a transaction history for the last 3–6 months. I provided three bank statements covering that period, but they were rejected. Afterwards, I was told they needed a statement for a specific period — from June 10th to July 10th — so I generated and submitted a statement exactly for that timeframe. However, that was also rejected.

Later, the casino informed me that they wanted to see only the withdrawals related to their platform. Unfortunately, my bank cannot generate statements showing only selected transactions, so I submitted the full statement for that period, including all transactions (deposits and withdrawals). That was rejected as well.

I also have a screenshot showing that, at the beginning, the casino did not ask for a specific date range, but only for bank statements from the last 3–6 months. The requirements were changed later without clear explanation, which caused unnecessary confusion.

I had tried to contact the casino several times via email and live chat to complete the verification process, but I received no response for weeks. Because of that, I opened this complaint on November 3rd, and only a few days later — on November 6th — the casino suddenly replied to me by email. In this email, they requested that I submit the transaction history for June 10th to July 10th again, which is the same PDF statement I had previously provided. I wanted to include this information here to maintain full transparency.

At this point, I have submitted all the requested documents multiple times, in the correct format, and there has been no clear explanation from the casino as to why they were not accepted.

I can also provide screenshots showing the initial requirements and how they later changed. In addition, I can send proof that the correct PDF files were attached in my emails to Allyspin.

Please let me know an email address where I can forward these files if you would like to review them.

Thank you very much for your help in resolving this matter.

Best regards

Dear Honk555,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear Katarina,            I sent all the conversations between my side and the casinos to your mentioned e-mail.     

It’s also important to tell you that after I received a email a few days after I opened the case as I told you before, I regularly answered but received nothing back as it proofs my previous experience with the correspondence by casinos side. 

Thank you for your reply!

Greetings

Dear Honk555

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, Samuel (samuel.s@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,

Katarina

Dear Honk555,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from AllySpin Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear AllySpin Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s verification process.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear All,

Thank you for contacting us.

We apologise for any inconvenience caused by the verification process.

We are pleased to inform you that your account has now been successfully verified, in line with the latest updates. 

We have also expedited the processing of your pending withdrawal request.

We hope this clarifies the matter.

Kind regards,

AllySpin Casino Team

Hello everyone,

Thank you, AllySpin Casino, for the update and for confirming that the player’s account has now been successfully verified and that the withdrawal is being expedited. I appreciate your cooperation.

Dear Honk555, could you please confirm here once the withdrawal has been fully credited to your account? As soon as I receive your confirmation, I will be able to proceed with closing this complaint.

Dear Honk555,

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.

Dear Honk555,

I just wanted to follow up and check if your withdrawal has been fully credited. Once you confirm, we can proceed with closing the complaint. Thank you for keeping me updated, and I appreciate your cooperation.

Hello, the payout has now been fully completed.

Thank you so much for your support; this would not have been possible without you.

Best regards

Honk555

Dear Honk555,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Samuel

Casino Guru