The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The Complaints Team had intervened after the recommended timeframe for processing the withdrawal had passed, and the issue had been resolved successfully. The player confirmed receipt of the winnings, leading to the complaint being marked as resolved in the system.
AllySpin Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: €5,800
AllySpin Casino
Safety Index:Very highCase summary
Discussion
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5 months ago
Translation
Hello,
I would like to file a complaint against AllySpin Casino because my KYC verification process has been delayed for over a week, even though I have correctly submitted all the required documents several times.
Here is the schedule in detail:
September 28, 2025 (approx. 00:10):
I requested my first withdrawal and on September 29, I received an email stating that I needed to verify my account.
According to AllySpin, KYC approval should take a maximum of 24 hours.
October 3rd; in the verification portal I was asked to submit both sides of my credit card (this time it was my fault as I only submitted one side) and again the transaction history from August 28th to September 28th.
On October 3rd, I was again asked to send my transaction history, this time covering a period of 3-6 months. I sent the last 3 months and marked the transaction with allyspin.
October 5th to today: I was again asked to send my transaction history.
I finally submitted 6 months of complete credit card transactions (official bank documents) with no markings or edits to ensure authenticity.
However, my KYC was still not approved, and I have not received any further feedback.
It has now been over 8 days, although the casino itself states that the KYC verification will be completed within 24 hours.
I have met all the requirements and submitted all the documents multiple times, and still have not received a decision or clear information.
I suspect that the process is being deliberately delayed to delay or prevent my payout.
I therefore request Casino Guru's support so that AllySpin can finally complete my KYC process and process my withdrawal without further delay.
Thank you for your help.
Best regards
Automatic translation:
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5 months ago
Dear DerBab0,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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5 months 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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5 months ago
Dear DerBab0,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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5 months ago
TranslationDear Casino Guru Team,
I would like to provide you with a further update regarding my complaint against AllySpin Casino, as the KYC process continues to be blocked despite me correctly submitting all the requested documentation multiple times.
On Thursday, October 9, 2025, I submitted the official statement of my credit card (ending in ****) for the period August 29 to September 29, 2025, as a PDF document.
On October 11, 2025, I also uploaded my complete bank statements to clearly demonstrate that this credit card is directly linked to my current account and cannot be reloaded.
This made it clear that all transactions (including the deposit at AllySpin) originated from my personal account.
However, my KYC was rejected again today, October 13, 2025.
In the verification section of my account, I am now shown again that I should submit the following:
"An image or PDF file showing the transaction history of the payment method you have used in the last 3-6 months.
All information should be visible and not blacked out."
I just submitted it.
This means that my case has been completely reset, even though I have already submitted these exact documents multiple times – complete, original, unredacted, and within the correct time frame.
I have now submitted all possible forms (credit card statements, bank statements, combined proof), but the KYC process is still not completed and my withdrawal is still blocked.
According to the casino's own information, verification should be completed within 24-48 hours – in fact, the process has been running for over two weeks now.
I have the impression that AllySpin is deliberately delaying the process to delay the payout.
I therefore urge Casino Guru to contact the casino again and insist on immediate processing and approval of my verification.
Best regards
Automatic translation:
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5 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear DerBab0,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Dominika
