AllySpin Casino - Player's winnings are missing from account.

While playing Hades Inferno 1000 on AllySpin using bonus funds, I triggered a 4x scatter bonus feature.

The replay for bet ID 109309133833011 clearly shows a confirmed win of PLN 105.44. However, this amount was never credited to my account balance and does not appear anywhere in my transaction history.

I contacted AllySpin support multiple times and provided screenshots and replay evidence. Despite this, the casino keeps repeating generic statements that the round was "settled correctly" while refusing to explain where the PLN 105.44 payout was supposedly credited.

This is not a subjective disagreement — the replay shows a confirmed win, but the corresponding balance transaction is completely missing.

I requested a proper investigation, including verification of the provider logs and transaction ledger, but the casino either avoids the core issue or stops responding.

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Dear raf_k94,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the AllySpin casino.

In order to assist you better, it would be helpful if you could answer the following questions:

• Could you please provide the link to the bonus that you played with?
• When did you first contacted the casino regarding the discrepancies in your transaction history?
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru?

Your cooperation in providing these details will help us investigate and work towards a resolution. Thank you in advance for your reply.

Best regards,

Jean

Dear Jean,

Thank you for your reply.

Unfortunately, I do not have a direct link to the bonus. It was a deposit bonus offered/activated on my AllySpin account, not a separate bonus page that I saved. The issue occurred while I was playing Hades Inferno 1000 using bonus funds.

I contacted the casino support via live chat immediately after noticing the discrepancy. Unfortunately, I did not take a screenshot of that chat conversation at the time, and as far as I can see, AllySpin does not provide any way for me to access or download my previous live chat history.

The only correspondence I currently have is the email correspondence with the casino, which I already attached when submitting this complaint. I will also forward all relevant emails and evidence again to jean.s@casino.guru.

To clarify the issue once again: during the bonus play, I hit 4 scatter symbols, but the winnings from that scatter/bonus feature were not credited correctly and are missing from the transaction/game history. I believe this is a clear discrepancy that should be reviewed by the casino/game provider.

Best regards,

Rafal

Hello raf_k94,

We would like to update you that due to Jean, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jean 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 Jean will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your clarification.

Could you please provide more details about the bonus?

• deposit to activate the bonus
• bonus given
• wagering requirement
• max cashout

Could you please let me know the date you activate the bonus and the date when the bonus was completed?

Did you complete the wagering requirement of the bonus?

After completing the wagering requirement, how much was your winnings?

Dear raf_k94,

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.

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,
Jean
Casino.Guru