The player from Germany has a withdrawal issue as €25,200 has been removed from his account despite having fully wagered his bonus and winning €25,000 while playing.
AllySpin Casino - Player’s winnings have been confiscated.
Opened
Current status
Waiting for Casino Guru to reply
6d 12h 18m 55s
AllySpin Casino
Safety Index 8.4 HighCase summary
Discussion
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3 weeks ago
Translation
I fully wagered my bonus and had a real money balance of €27,000. €1,800 was left in my account and the other €25,200 was removed. I played Lord of the Ocean and won €25,000.
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3 weeks ago
Important notice:
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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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3 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with AllySpin Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please explain when you deposited and when the bonus was activated?
- When did you complete the bonus wagering requirements?
- When did you win?
- Are there any circumstances we should consider as to why max win of the bonus shouldn't be applicable in your situation?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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3 weeks ago
TranslationA few days ago there was a deposit bonus.
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2 weeks ago
TranslationWithdrawal of my real money balance of over €27,000
I urgently need support with my Allyspin case.
After playing at Allyspin, I had a real money balance of over €27,000. However, I was informed that due to the bonuses I had used, I could only keep or withdraw approximately €1,800. The amount exceeding this was not paid out to me.
I don't think that's justified.
I used a total of two bonuses. First, I used a €180 bonus. Then I used the first deposit bonus. What was particularly important to me about this bonus was that there was no maximum cash out limit.
I fulfilled the bonus requirements and subsequently accumulated a very high real money balance. We're not talking about a small amount here, but over €27,000. The fact that I'm only supposed to keep around €1,800 of that is incomprehensible to me.
I therefore expressly request Casino Guru's support and that they finally invite Allyspin to make a statement or to a discussion.
I specifically request that Allyspin be asked to clearly demonstrate:
- on which specific bonus condition the limitation to approximately €1,800 is based,
- where this payout limit was specified when the bonus was activated,
- why a maximum cash out is applied even though no maximum cash out was specified in the first deposit bonus, and
- why my real money balance of over €27,000, which I earned after fulfilling the bonus conditions, should be subsequently reduced in this way.
This involves a significant sum of money. I therefore urge Casino Guru to support my case and invite Allyspin to provide a direct statement and clarify the facts.
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2 weeks ago
TranslationFirst, I used a €180 bonus that was shown as activated in my account, but I lost this bonus.
Additionally, I activated and used my €420 bonus and won over €27,000, more precisely €27,900. Afterwards, €1,800 was left in my account.
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2 weeks ago
TranslationThe casino withheld over €26,000 from me. I was playing with my bonus, which is intended for the first deposit; there is no maximum cash out for this bonus.
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2 weeks ago
Thanks for your replies.
I checked the bonus terms of the welcome bonus and found this:
The same rule appears in the German version: https://allyspin3.com/de/promotions/casino/welcome-bonuses
I would like to emphasize that, according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limits to be unfair and predatory only when it’s applied to a real-money game; however, we accept bonus T&Cs that restrict the maximum cash-out from a bonus play. If there is any additional information that would support your case, please do not hesitate to let me know.
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2 weeks ago
TranslationWhat they are telling and showing me here is the standard bonus for the first deposit.
I made a deposit using a promo code for my first deposit.
For this promotion, or rather for this promo code that I used for my first deposit, there is no maximum withdrawal limit.
That's the difference.
Therefore, I request clarification.
The casino also informed me beforehand that there was no maximum withdrawal amount for the promo code I used for the first deposit.
This means that all the money raised after successful implementation must be converted into real money.
Therefore, I insist there is no two opinions, the casino must return the withheld money to me.
I have given them the explanation.
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1 week ago
Thanks for your reply.
Kindly share the full bonus offer with me so I may review its rules.
Send this information to my email at tomas@casino.guru
Thanks in advance for your cooperation.
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11 hours ago
Hello Can1994,
We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Casino Guru is examining the case
Tomas is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
