The player from Germany had requested a withdrawal prior to submitting their complaint. Unfortunately, their winnings had not been received yet. The issue was resolved after the player confirmed that the withdrawal had been successfully processed following the completion of necessary verifications. The Complaints Team facilitated communication with the casino, ensuring the player's concerns were addressed, which led to the resolution of the complaint.
AllySpin Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €245
AllySpin Casino
Safety Index:Very highCase summary
Discussion
Public
Public
6 months ago
Translation
been waiting since September 19, 2025
I have contacted the casino several times via live chat. This is a played-through bonus with a deposit of 50 euros.
As you can see from the screenshot, the status has not gone a single step further, which upsets me because if it were as he wrote, then it would already say approved
Today I had the following conversation with the casino
30.9.2025Ohana joined the chat
Ohana
Hello! Welcome to customer support!
My name is Ohana and I'm here to help you today.
How can I help you?
I can't believe that's 11 days gone and you do nothing with my withdrawal
hello
Ohana
I'm reviewing your request with the relevant department. Please be patient while I wait for an update from them.
Well, I'm a patient person, but that's enough of a complaint. It goes out to casinogur. I've already written to you before, but you don't want it any other way.
Ohana
One moment please.View original
Thank you for waiting! I can confirm that your withdrawal is currently pending processing by our finance department.
We typically process withdrawal requests within approximately 3 to 5 business days, starting from the next business day the request was submitted or from the day of the last processed withdrawal.
Please note that this period excludes weekends and holidays. Once the payout has been processed, you should receive an email from the finance department. This means your payout is already in the final processing phase, so it's only a matter of time before the money arrives. I suspect it will be today! Please be patient! Show original
Can I help you in any way? Show original
Why is the status still shown as being processed and not approved?
Hello
OK, the complaint will definitely go out. You've had enough time since 19.9.
Ohana
Are you still there?View original
Yes
Ohana
StephanShow original
Don't worry! It seems there was a minor technical issue. View original
I can confirm that your withdrawal is currently pending processing by our finance department. View original
I am currently writing the complaint to casinoguru they will take care of it I had a similar case recently
Enter message here...
Automatic translation:
Public
Public
6 months ago
Dear player,
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 the 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
Public
Public
6 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, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
6 months ago
Dear player,
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.
Sensitive attachment
Sensitive attachment
6 months ago
TranslationStatus exactly the same, nothing has gone further, still applied and not even processed
Writing in the live chat was probably just a delaying tactic4.10.2025 live chat protocol
no payout after 14 days what's wrong with you
Chat started
Gustav joined the chat
Gustav
Hello! Welcome to customer support!
My name is Gustav and I am here today to help you.
I apologize for the inconvenience, Stephan. I'll take care of it. Please give me a moment to review your case.
Thank you for your patience, Stephan! I apologize for the inconvenience caused by the long delay in the payout.
We would like to assure you that the finance department has informed us that they are actively working to disburse the funds as soon as possible.
Your feedback is invaluable and we thank you for your patience.
Enter message here...
Edited
Automatic translation:
Public
Public
6 months ago
Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Could you please specify the bonus you used?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Public
Public
5 months ago
TranslationIt was a 100 percent bonus with a 50 euro deposit which I played through completely and the casino has not yet asked me to complete the KYC and no, I have not yet made a withdrawal at this casino before
Automatic translation:
Public
Public
5 months ago
TranslationThe casino has finally paid out without any credit. I don't know if it was your fault, but in any case, it's finally resolved.
Automatic translation:
Public
Public
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 bladestarxxx,
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
