The player from Germany had completed his verification over 10 days ago, but his withdrawal remained stalled despite multiple attempts to submit a bank statement, which was eventually accepted. He sought assistance due to ongoing delays with the casino's support. The Complaints Team requested additional information and updates on the withdrawal status but did not receive responses from the player. Consequently, the complaint was closed due to lack of communication, with the option for the player to reopen it in the future if desired.
AllySpin Casino - Player's withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: €60,000
AllySpin Casino
Safety Index:HighCase summary
Discussion
Public
Public
3 weeks ago
Translation
Good day,
I completed my verification over 10 days ago.
Nothing has happened since then, no payout is possible. Support is just stalling.
The original bank statement was rejected multiple times, even though it contained all the required information. On the fifth attempt, the same bank statement was finally accepted; since then, there has been no progress.
I am requesting help because the casino is doing everything possible to delay the payment indefinitely.
Regards
Automatic translation:
Public
Public
3 weeks 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.
Public
Public
3 weeks ago
Dear JulianP,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.
- Have you made any successful withdrawals before?
- Could you please confirm which other verification documents you have already submitted and when?
- Can you confirm if there have been any updates on your verification status since the acceptance of your bank statement?
- Have you accumulated your winnings with or without an active bonus?
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
Petra
Public
Public
3 weeks ago
TranslationGood morning,
I had already made successful withdrawals, then came the verification.
I have proven my residence with a phone bill. I have uploaded my identification document, as well as bank and credit card statements from the last 6 months.
Nothing has happened since then, for the past 11 days.
The deposit bonus was not used.
Best regards
Julian
Automatic translation:
Public
Public
2 weeks ago
TranslationUpdate: After 12 days, the finance department realized that they also needed the bank statement for the current month. I submitted this immediately and have now been waiting a total of 15 days for the verification to be completed.
Automatic translation:
Public
Public
2 weeks ago
Thank you for your reply and for providing the previous details, JulianP.
- Could you please clarify the exact date when you requested the withdrawal?
- Could you let us know when you made your last successful withdrawal and how long it took to be processed?
- Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
- Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.
Thank you again for your cooperation.
Public
Public
1 week ago
Dear JulianP,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
4 days ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Petra
Casino.Guru
