AllySpin Casino - Player's verification is delayed.

Ich warte nun seit über 3 Monaten darauf, dass ich verifiziert werde. Ich habe alle geforderten dokumente direkt geliefert, trotzdem lässt man mich so lange warten. Warum sind online casinos so?

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 jakobh,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.

To help us investigate and expedite the process, could you please provide the following details:

• Which documents have you already submitted, and when did you send the most recent one?
• Has the casino indicated any issues with approving any specific documents?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Hallo,

Ich habe bereits anfang Januar Ausweis, Kontoauszug, selfie vor deren website, gesichtsscan hochgeladen. Diese wurden alle genehmigt. Seitdem habe ich viele verschiede Versionen von der bestätigung der crypto einzahlung hochgeladen, da Allyspin immer neue anforderungen hatte. Seit 2 Monaten wurden meine Nachweise allerdings unkommentiert gelassen und ich kann immer noch nicht auszahlen. Keine Probleme gemeldet sonst hätte ich das längst umgesetzt.

Viele Grüße,

Jakob

Thank you very much for your reply, jakobh. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear jakobh,

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 Kristina,

Somehow my message from last week was not sent here aparently. Here are the relevant Screenshots. They show how I am waiting since december and allyspin is still "checking" my KYC documents as an obvious way to waste time.

Dear jakobh,

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,

Kristina

Dear jakobh,

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 withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Player,

Thank you for reaching out.

In order to complete your account verification, we require Proof of Ownership for your cryptocurrency wallet.

Please send us a clear, uncropped screenshot of your wallet account showing your crypto address and your profile details (such as your name or registered email).

Once provided, our relevant department will review the document and finalize your verification.

Kind regards,

AllySpin Casino Team

Dear AllySpin Casino,

thank you for your response and for the information provided.

Please keep us updated once the player submits the requested document and the verification process is reviewed.

Dear jakobh,

please follow the casino’s instructions and provide the requested proof of ownership of your crypto wallet. Once done, let me know here.

Hallo,

Hier ist der Screenshot. In eurer Website kann ich gerade nichts hochladen. Habe ihn auch auch per mail geschickt.

Viele Grüße,

Jakob

Dear Player,

Thank you for your follow-up.

Please rest assured that we have forwarded your query to the relevant team for verification. We will notify you via email as soon as there is an update.

Thank you for your cooperation.

Best regards,

AllySpin Casino Team

thank you for the update.

Dear jakobh, thank you for submitting the requested document.

Dear AllySpin Casino, thank you for confirming that the document has been forwarded for review. I will now wait for your next update once the verification process is completed.

Thank you for your cooperation.

Dear Player,

We are pleased to inform you that your account has been successfully verified.

Kind regards,

AllySpin Casino Team

Hello everyone,

thank you, AllySpin Casino, for the update and for confirming the successful verification.

Dear jakobh,

that’s great news. You can now proceed with your withdrawals.

Just a quick recommendation to help avoid any unnecessary complications: the casino applies withdrawal limits of €500 per day and €7,000 per month. It would be best to request withdrawals in line with these limits, ideally around €500 per day.

Please keep me updated once you start receiving the payments or if you encounter any issues.

Dear Player,

We are pleased to inform you that your request submitted on April 29th have been scheduled for processing on May 5th.

Please note that depending on your bank's specific processing times, it may take 3 to 5 working days for the funds to appear in your account. This timeframe begins from the respective processing dates.

Thank you for your patience throughout this process.

Kind regards,

AllySpin Casino Team

Hallo,

Ich habe die 1. Zahlung von 500€ erhalten und eine weitere beantragt.

Viele Grüße,

Jakob

Dear Player,

We are pleased to inform you that your request submitted on May 5,6 have been scheduled for processing on May 8th.

Please note that depending on your bank's specific processing times, it may take 3 to 5 working days for the funds to appear in your account. This timeframe begins from the respective processing dates.

Thank you for your patience throughout this process.

Kind regards,

AllySpin Casino Team

Hello everyone,

thank you, AllySpin Casino, for the continued updates and for the cooperative approach throughout this complaint. I appreciate the transparent communication and the regular status updates regarding the player’s withdrawals.

Dear jakobh,

I’m glad to hear that the first payment has already been received and that the next withdrawals are continuing to be processed according to the stated limits. For now, everything appears to be moving in the right direction. Please continue to keep me updated once the next payments arrive or if you encounter any delays or issues.

Hallo,

Bisher ist es zu keinen neuen Zahlungen gekommen.

Viele Grüße,

Jakob

Hello everyone,

Dear jakobh,

thank you for the update. I appreciate you keeping me informed regarding the status of the payments.

Dear AllySpin Casino,

could you please provide an update regarding the player’s remaining withdrawals and current account balance? I would also appreciate clarification on the expected timeframe for processing and paying out the remaining funds. I will wait for your response.

Thank you both for your cooperation.

Hallo,

Es wurden jetzt weitere Auszahlungen genehmigt und es fehlen noch 5500€.

Viele Grüße,

Jakob

Dear Player,

We have completed all recent pending withdrawals on our end today, 19 May.

Please note that, depending on your bank's processing times, it may take between three and five working days for the funds to appear in your account. This timeframe is counted from the processing date.

Currently, no more withdrawal submissions are being requested within the account.

Thank you for your patience throughout this process.

Kind regards,

AllySpins Casino Team

Hello everyone,

thank you, AllySpin Casino, for the update and clarification regarding the processed withdrawals.

Dear jakobh, please allow a few working days for the payments to arrive, as mentioned by the casino. Once the funds are received, please let me know whether everything arrived successfully and what the remaining account balance is, if any.

I will keep the complaint open for now until we confirm that everything has been fully resolved.

Hallo Samuel,

Ich habe die Zahlungen erhalten. Es sind jetzt noch 2500€ ausstehend. Wir können die Beschwerde werde nun schließen und ich bedanke mich für die tolle Hilfe!

Viele grüße,

Jakob

Dear jakobh,

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