The player from Germany had a withdrawal issue as €25,200 had been removed from his account despite having fully wagered his bonus and winning €25,000 while playing. He said his first-deposit promo code bonus had no maximum cash-out limit and that the casino had confirmed this in live chat, but the casino applied a general bonus win cap and withheld most of his winnings. We asked him for the specific bonus rules and screenshots, but he could not provide evidence showing different terms for this promo code. As no proof was supplied to support his claim, we rejected the complaint because we could not challenge the casino’s application of its general bonus terms.
AllySpin Casino - Player’s winnings have been confiscated.
Closed
Our verdict
Insufficient evidence from player
Amount: €27,000
AllySpin Casino
Safety Index 8.4 HighCase summary
Discussion
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1 month 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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1 month ago
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.
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1 month 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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1 month ago
TranslationA few days ago there was a deposit bonus.
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1 month 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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1 month 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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1 month 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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1 month 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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1 month 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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4 weeks 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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4 weeks ago
TranslationThis is a promo code; there are no extra rules for it.
In the live chat, it was confirmed to me that there is no maximum cash out for the promo code I used.
This means that the amount of winnings allowed is as high as the amount won.
It would be helpful if you invited the casino to a meeting so they could refund my money of over €25,000.
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4 weeks ago
TranslationI had a balance of €28,000 after successfully converting the bonus balance.
3000 euros were left behind; 25,000 euros were retained.
I won over 25,000 euros playing Lord of the Ocean with a 5 euro stake.
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3 weeks ago
TranslationCasino Guru, I ask for your understanding that this involves more than €25,000 that has been withheld; that's not a small amount of money for any of us, please understand that.
The affiliate promo code bonus does not apply; there is no maximum cash out limit. The website also does not mention a 350% bonus for the first deposit. This bonus is only available to customers who register using this promo code.
The bonus was added manually by the live chat because it wasn't activated automatically. The live chat clarified the issue with the bonus department and added this bonus to my account manually.
I'm not the only one who has used this promo code; many customers have used it and received all their winnings after fulfilling the bonus requirements and had them paid out.
Of course I want to get my money, so I would be happy if you would invite the casino to a meeting so that we can reach some kind of agreement.
This means a lot to me because it's a lot of money for me, which I depend on a great deal.
That's the money I could use to buy a new family car for myself and my family.
Please understand that
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3 weeks 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
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2 weeks ago
TranslationIs this a new strategy of theirs?
I've been waiting for a response from the casino for weeks; they've invited me to a meeting. This is about more than €26,000.
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2 weeks ago
Thanks for your reply.
- Kindly provide a screenshot of the bonus as it appears in your bonus history, found in your player profile.
- Include any communication with the casino when you contacted them to resolve the issue. Include any explanations, justifications, or rules the casino cited when removing your winnings.
Send the information to my email at tomas@casino.guru or post it here
Thanks in advance for your cooperation.
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2 weeks ago
TranslationI can only show that I received this bonus.
During registration, I entered a promo code via an affiliate link.
The bonus was activated in the live chat.
This bonus only has turnover requirements, but no maximum cash out.
There are no extra conditions displayed for this offer other than that I have to meet certain sales requirements, which I have already met.
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1 week ago
Thanks for your reply.
I went through the different bonuses on the website, but I couldn't find any rules for this particular bonus.
Without evidence, the general rules shouldn't apply; there is nothing we can use to confront the casino about. We accept the situation when the casino applies the maximum win from its general terms and conditions. If you happen to recover particular rules of the bonus with a different maximum cashout, feel free to contact us again, and we'll assist you further.
Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.
