The player from Germany, a VIP customer at Allyspin, faced issues with outstanding cashback and missed promotions totaling approximately €1,000 due to systematic inactivity of VIP management. His VIP manager had failed to activate promised cashback bonuses despite multiple requests, resulting in expired offers and uncredited amounts. The player demanded immediate credit for the owed cashback, compensation for losses, and the assignment of a new VIP manager. We reviewed the evidence and concluded that the casino’s VIP structure and promotional decisions fell under the casino’s discretion, which limited our mediation capacity. The player was advised to submit a formal complaint directly to the casino and, if necessary, escalate the matter to the relevant regulator.
AllySpin Casino - Player’s cashback and bonuses are delayed.
Unjustified complaint
Amount: €1,000
AllySpin Casino
Safety Index:Very highCase summary
Translation
Allyspin is refusing to credit me, a VIP customer, with outstanding cashback and several missed promotions worth approximately €1,000. Dear Casino Guru Team, I am a loyal and long-standing VIP customer at Allyspin (username: [insert your username here]). I am contacting you because I am being denied services to which I am entitled due to my VIP status. The total amount in dispute, in my estimation, is around €1,000 and is directly attributable to the failure of VIP management. The main problem: Systematic inactivity of VIP management. 1. Regular cashback (for several weeks): Despite significant losses over the past few weeks, I have not received the regular cashback to which I am entitled. 2. Several missed bonus and cashback promotions: I was promised several time-limited bonus and cashback promotions via email in recent weeks and months (evidence such as the 30% promotion in November is attached). Activating these promotions always required contacting my personal VIP manager. However, my VIP manager has not responded to my inquiries for weeks. This resulted in me being denied several credits and bonuses, even though I made the necessary deposits. 3. Rejection by support: The regular support team attempted to deflect the claims by blaming the expiration date (e.g., "The offer is from November 12th."). This is unacceptable. The credits expired solely because my assigned VIP manager, whose job it is to process these bonuses promptly, failed in his duty and ignored me for days while the promotions were valid. My demand: I demand that Allyspin immediately credit me with the following, as the claim demonstrably expired solely due to the casino's service error: 1. The outstanding regular cashback from the past few weeks. 2. The subsequent manual crediting of all missed bonus and cashback amounts that expired due to the manager's inactivity (approx. €1,000). 3. The assignment of a new, active VIP manager. I thank Casino Guru for the referral and have attached all relevant email screenshots as proof of the advertised promotions and the manager's inactivity.
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Dear Albaner01,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with AllySpin Casino.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- How many promotions have you missed because of the inactivity of your VIP manager?
- What promotions and bonuses were you promised?
- Have you attempted to contact your VIP manager through other channels (e.g., email, chat)?
- What responses, if any, did you receive from the regular support team regarding your claims?
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,
Katarina
TranslationMy VIP manager claims the promotion is from November and therefore he can't do anything! The problem is, I was very active at that time, meaning I would have received 30% cashback on my deposits alone and gotten a lot back! I like to take advantage of VIP promotions, so only things offered by the VIP team, but as soon as I ask my VIP manager for a bonus, he says my account balance can't exceed 30% bonus.
TranslationDear Katarina,
Thank you for the quick response. I would be happy to provide you with the required information in detail.
Additional important information regarding my customer status:
I am a VIP customer with a very high playing history. To date, I have deposited approximately €20,000 and only received around €1,000 in withdrawals. Given these massive net losses, the lack of regular cashback and the inadequate support from the VIP manager are absolutely unacceptable.
1. How many promotional opportunities did you miss due to the inaction of your VIP manager?
This involves several promotional offers from the last few weeks that could not be activated due to the lack of response from my VIP manager, plus the regular, outstanding cashback.
I estimate the total damage from the missed promotions and the outstanding regular cashback at around €1,000.
2. What promotions and bonuses were you promised?
Two of the most important actions that were demonstrably missed were:
• 30% Daily Cashback (Offer from November 12, 2025): This event was valid for three days (November 12 to 14).
• 30% cashback on deposits (offer from 5 Nov 2025): Valid for deposits on certain weekdays (Wednesday, Thursday, Friday) up to €5,000.
These offers were sent to me directly via email. Screenshots of these emails are attached to your complaint. Both promotions had to be manually activated via the VIP manager.
3. Have you tried contacting your VIP manager through other channels?
Yes. Communication with the VIP manager is primarily via email, but I contacted him multiple times within the promotional periods (e.g., November 12th to 14th) to request the credit. He completely ignored my requests. This is the direct reason why the bonuses expired.
4. If applicable, what answers did you receive from the regular support team regarding your claims?
I contacted regular support and requested a credit. The response was that the 30% discount promotion could not be applied because it dated from November 12th and had therefore expired.
This argument is invalid: The promotion was valid for three days. I contacted them daily during this period, but activation was not possible due to the inactivity of my VIP manager. The fault therefore clearly lies with the casino service, not the customer.
Based on this clear evidence (high deposits/losses, advertised promotions via email and demonstrably inadequate VIP service), I request that you demand a credit of the outstanding amount and the assignment of a new manager at AllySpin.
Thank you very much for your help in solving this problem.
Best regards
TranslationDear Katarina,
I would like to inform you about the current status:
1. Attempted contact: My personal manager tried to contact me by phone today. I missed the call and asked for a callback.
2. Ultimate demand (justification): Regardless of this call, I must intensify my demand. My high and numerous deposits were only made possible by the attractive cashback promotions (e.g., 30% cashback daily) with which Allyspin specifically lured me.
2. Since my VIP manager ignored the activation of the cashback (as a promised loss mitigation) for weeks, the VIP contract and the basis for these deposits were breached. I would never have risked these losses if I had known that the promised refund would be refused.
2. I therefore demand a refund of all deposits made since the start of these advertised, but unfulfilled, cashback promotions.
3. Negotiating position and precedents: The failure of VIP support constitutes a serious service error. Allyspin has already provided refunds and compensation for similar service errors (see the resolved cases on your platform).
3. I expect Allyspin to offer a solution that goes beyond simply crediting the outstanding cashback and provides reasonable compensation/reimbursement for the losses incurred as a result of the breach of duty of care.
I ask you to consider this ultimate demand as an integral part of my complaint and to inform Allyspin accordingly.
Thank you for your continued support.
Best regards
Dear Albaner01,
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
TranslationDear Katarina,
Thank you very much for your prompt reply.
I have just sent you the complete correspondence and all evidence. katarina.d@casino.guru sent.
This includes the attachments and information from the email I sent you a few days ago, as well as the latest and critical evidence of systematic deception.
You now have all the relevant information; should you require anything else, I will gladly provide it.
TranslationDear Katarina,
I will gladly summarize the relevant points again in a structured and precise manner.
1. Customer status and relevance of the case
I am a VIP customer at AllySpin with a very high playing history. In total, I have deposited approximately €20,000 and only withdrawn around €1,000. With such a VIP profile, a correct and reliable cashback process and effective support from the assigned VIP manager are absolutely essential.
2. Systematic cashback problem (not just November)
I was repeatedly told that cashback would be credited automatically. In practice, however, this has never reliably happened.
Cashback had to be actively claimed on a regular basis or was forfeited entirely due to a lack of response from the VIP manager. This problem exists not only in November, but generally.
3. Specific, demonstrably missed actions
The following actions, which were sent to me directly via email (screenshots are available), are particularly relevant:
30% daily cashback (valid from November 12th to 14th)
30% cashback on deposits (valid on certain weekdays)
Both actions required manual activation by the VIP manager.
I contacted him several times via email within the respective validity periods, but received no reply. This is precisely why these cashbacks have expired.
4. Contact regular support
Regular support refused a retroactive credit, stating that the promotion had expired.
However, this explanation does not hold water, as I demonstrably contacted the agency during the promotional period and the activation failed solely due to the lack of VIP service.
5. Evaluation of service behavior
In addition, further problematic situations arose, including:
Several days of radio silence despite ongoing campaigns
Announcement of special benefits (e.g., birthday surprise) which later turned out to be nothing more than regular cashback.
Overall unreliable and misleading communication
Blocked by VIP Manager on WhatsApp
My VIP manager asked me to stop contacting support and complained about my low deposits, telling me I should make larger deposits instead of small but frequent ones.
6. Expected Solution
Based on the available evidence and the clear service failure, I ask Casino Guru to demand the following from AllySpin:
the full retroactive crediting of missed cashbacks, even beyond November, insofar as these were not granted due to VIP inactivity
adequate additional compensation for the systematic cashback failure and the inadequate VIP service.
the assignment of a new VIP manager or the complete termination of the existing VIP support.
I am convinced that this is not an isolated error, but a structural problem that requires a fair solution.
Thank you for your support.
Best regards
Dear Albaner01,
thank you for your reply and patience.
I have reviewed the evidence you kindly provided. The cashback bonus you are referring to—the one that was not added to your account—appears to be part of the casino’s VIP structure. Each casino operates under its own proprietary VIP tier system, and we respect their autonomy in determining the criteria for advancement or demotion. This approach is consistent with our policy of non-interference in promotional and bonus-related decisions. Ultimately, the casino retains sole discretion in categorizing players and defining the requirements for each VIP classification.
We acknowledge your dissatisfaction with the level of support provided by the casino VIP manager in addressing your concerns. Please be advised that this matter falls outside the purview of our mediation services. We recommend that you submit a formal complaint to the casino, outlining the details of the issue comprehensively.
We understand that this decision may be disappointing. We regret that we are unable to offer further assistance at this time. If you require clarification or believe additional review is warranted, please contact the Comoros regulator (AOFA) directly. To submit a complaint, please visit the casino's website, locate the Comoros stamp, and click on it. We also suggest reviewing our article on submitting complaints to the regulator for guidance.
Best regards,
Katarina
