AllySpin Casino - Player's withdrawal has been delayed.

Between December 24th and 26th, 2025, I requested three withdrawals of €500 each. I received two emails confirming that the withdrawals had been approved. However, the casino shows all three withdrawals as completed. Only two of the withdrawals have actually been received. I immediately contacted live chat and sent an email requesting proof of withdrawal. To this day, I have received no response, and I have also sent a follow-up email. Still no reply.

Could you please help me so that I am informed whether and, if so, where and how the money has been sent?

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a screenshot of your transaction history showing all three withdrawal requests in your account?
• Did you select the same payment method for all of these withdrawals? If so, which payment method did you choose?
• Have you made any other withdrawal requests from this casino before or since these attempts?
• When was the last time the casino communicated with you regarding this issue?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Attached is the requested screenshot.

2. I always pay by bank transfer.

3. No, I have not made any further deposits or withdrawals.

4. Unfortunately not at all; I haven't received any feedback from support yet. The only thing I was told via chat was that it had been forwarded.

Greetings

Thomas

Hello andyohmsen,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Have you received any new responses from the casino in the meantime? If so, kindly forward them to me at veronika.f@casino.guru. Also, kindly forward me your bank statements for December, January and February as well. Thank you for your patience and cooperation.

Hello,

No, as before, there was no answer.

Bank statements won't be of much help to you, as I play at several casinos and it's difficult to match them if they're not checked on the same day. It would be helpful if the casino could tell me the transaction details and Ally could check whether the withdrawal was actually processed. Often, it turns out that it wasn't. This has happened to me several times, and then the withdrawal was processed retroactively.

It's also possible, of course, that I overlooked something or attributed the payout to a different casino. However, since there were only two in-pay withdrawals that day, and Ally showed me three withdrawals as completed, the probability is very high that one wasn't processed.

Perhaps you could get the casino to at least take a look and provide feedback with evidence.

Greetings

Thank you for your message. To clarify the situation, we kindly ask you to provide your bank statements. By reviewing the two transactions you received, we may be able to verify whether the third withdrawal was actually received from the same sender.

Once we have the statements, we can carefully check and provide more accurate guidance regarding the withdrawals. I appreciate your cooperation.