The player from Austria has been waiting for over a month to withdraw her €5,000 winnings from Allyspin casino, having made multiple withdrawals and completed initial account verification. Despite submitting the necessary deposit receipts multiple times, the casino continues to request additional documentation, leading her to believe they are delaying the payout.
AllySpin Casino - Player’s withdrawal is delayed and account verification is problematic.
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Current status
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5d 14h 56m 10s
AllySpin Casino
Safety Index:Very highCase summary
Discussion
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2 months ago
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I made a deposit at allyspin casino on November 3rd, 2025. I received a deposit bonus, played, and won €5000. I then made three withdrawals of €500 each on three consecutive days. The first withdrawal was on November 3rd, and then I received an email asking me to verify my account. I uploaded all the documents, and everything was confirmed except for the deposit confirmation. I uploaded all the deposit confirmations from my online banking, showing the amounts I deposited on those days. Because I also played at other casinos on those days and wasn't sure which one was the correct one, I uploaded them all and also sent them by email so they could find the right one. Then I received another email asking for deposit receipts, even though I had already sent all the required ones. It says they want them by November 10th, even though my last deposit was on November 3rd. I'm absolutely certain I sent the correct deposit receipts, and yet it still doesn't add up. Before they sent me the email asking me to... I have to send deposit slips and have already sent several complaints to the casino via email without success because everything is taking so long and they obviously don't want to pay out my winnings and are trying to drag it out by demanding the same documents again. I haven't seen a single cent of the €5,000 winnings yet. The payout has been processed since November 3rd and they say I have to be verified before they can process my withdrawal. I hope you can help me.
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2 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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2 months ago
Dear Laura43,
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?
- Do I understand clearly that you have accumulated your winnings with an active bonus? To be clear, was it a free (no deposit) bonus?
- What specific documents did the casino request for verification, and when did you submit them?
- Have you received any further communication from the casino after the last email regarding the deposit receipts?
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
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2 months ago
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I registered at this casino about six months ago, and this is my first win there, so it's also my first withdrawal. Account verification isn't complete; everything was confirmed except for the deposit slips, which don't match, even though I sent them all, including by email, and I'm absolutely certain they're correct. The casino isn't telling me what's wrong; they're not verifying me, and therefore I'm not receiving my withdrawal. When I email them, they don't give a reason for the discrepancy; they just keep asking for the deposit slips again. In my profile, where I'm supposed to upload the deposit slip, it says it's from 2010, but in the email, they say it's from 2025, again without giving a reason why it's not correct. It wasn't a free bonus, but a 100% deposit bonus. Initially, my profile said I didn't need to verify, but then suddenly, after I made three withdrawals of €500 each (because you can't withdraw the entire €5,000 at once; there's a limit of €500 three times within a certain period), it said I didn't need to verify. Within 24 hours, I submitted three €500 withdrawal requests, and suddenly my profile stated that they wanted documents: a passport selfie (holding the passport), the Allyspin website, a credit card statement, proof of address, and two different deposit confirmations because I had deposited once by credit card and once by bank transfer. Everything was confirmed except for the deposit confirmation. Initially, they wanted deposit confirmations from my credit card for September and October, plus a bank transfer confirmation from October 10, 2025, to November 10, 2025. I sent all the documents, including via email. Then, I suddenly received an email stating that I still needed to send the credit card deposit confirmations for September and October, but with a different date now printed on them. Instead of October 25, 2025, to November 25, 2025, it now says October 10, 2010, to November 10, 2010. I emailed them to say that I only needed to send them until I made my last deposit on November 3rd, and I wasn't even registered here back in 2010. They then wrote to me requesting confirmation from October 10th, 2025 to November 10th, 2025, and also asking for credit card statements from September and October. I don't understand this. I'm sure I sent the correct deposit receipts by email. I think either they don't want to pay me out, or there's a misunderstanding or something. I even sent them several deposit receipts for this amount by email so they could find the right one, because I played at several casinos on those days. No, I haven't received any further messages from the casino besides the documents. I sent the documents by email about a week ago and again three or four days ago because I thought there might be a misunderstanding. I hope you can clarify this and help me.
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1 month ago
Thank you for your reply and for providing the previous details, Laura43.
- Please clarify which specific deposit document is being rejected and for what exact reason.
- Which payment method did you choose to withdraw your winnings?
- Could you provide any additional communication you ever had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: [email protected] or post your screenshots to the thread.
Thank you again for your cooperation.
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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1 month ago
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Hello, I wanted to ask if you received my email with the letter and all the documents you requested? I wanted to add that I won fairly at Allyspin and believe my winnings should be paid out correctly. Aside from that, I'm very disappointed with support because they won't tell me what the problem is. I've uploaded all the documents and sent them by email, but that hasn't led to any results. At one point, I even thought the casino was trying to cheat me, because, due to the aforementioned issues, my honestly earned winnings still haven't been paid out. Furthermore, I don't understand why different data is constantly being requested. For example, they asked for information from 2010, but I didn't play in 2010, let alone register. None of the deposit slips were accepted, or I wasn't told which ones were accepted. The information is contradictory: once in my player profile for verification, there's the 2010 date, and then there's the email address. The payout and verification have been delayed for five weeks, starting on November 12th. I've sent approximately 48 emails to various departments within the casino, including support, KYC, and the complaints center. [email protected] The continued delay due to excessive scrutiny is unacceptable; this is not a normal delay, it is a serious payment problem.
And I ask for your support in clarifying this case so that I can have my rightful winnings paid out.Automatic translation:
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1 month ago
Thank you for your message and for explaining the situation, Laura43.
Unfortunately, I haven’t received the documents you mentioned. This may have been due to technical issues we have recently experienced. Could you please resend all the documents and the letter directly to this thread or to [email protected]? This will help us review your case properly and assist you more effectively.
Thank you for your cooperation, and I look forward to receiving the documents so we can continue working on resolving this matter.
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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1 month ago
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I sent the documents to your email address on Monday. There are over 40 documents. It's difficult to upload so many here because you can only attach 5 files per message. That's why I'm trying to upload them here, but in several messages, and also send them by email. I already sent you 4 documents in the thread with the previous message. You received those, right? This shows my 3 unprocessed withdrawals, which have been pending for almost 6 weeks without any action since November 3rd. The other documents I sent in the previous message confirm that everything has been confirmed except for the deposit slip. I've uploaded the deposit slip again, the same one that was previously rejected, but it's also been pending for about 2 weeks. The email address for the Allyspin player account is... [email protected]
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1 month ago
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There are over 40 documents, so I have to send them in multiple messages via this thread. I already sent you the first four documents on Monday: the three withdrawals that have been unprocessed since November 3rd, plus the verification documents the casino wants. Have you received them?
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1 month ago
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And to answer your questions again, because if you didn't receive the email from Monday, I'll answer them here again: Which specific payment document is being rejected and for what reason? Proof of payment is repeatedly rejected from both credit and debit cards; both are rejected, and the casino hasn't given a reason. Which payment method did you choose for the withdrawal? Bank transfer? 
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1 month ago
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As you can see, I have written many emails to the casino, also filed a complaint without success, and contacted them at various email addresses with the problem and sent documents to different email addresses of the casino.
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1 month ago
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Hello, I just wanted to let you know that I received an email from allyspin from this email address yesterday or the day before. [email protected] This is the complaints department of Allyspin. I received an email saying they want these documents again, the payment proofs. I only have deposit slips to send because this would be my first withdrawal and I've never had a withdrawal before. The email states they want proof of payment from October, but strangely, there's nothing about September, even though my profile verification shows both October and September. The complaints department only asks for October, plus the bank card statement from October 10th to November 10th, but my last deposit was on November 3rd. I've sent this again by email.
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1 month ago
Dear Laura43
Thank you for your updtaes and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Samuel ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Petra
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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1 month ago
Dear Laura43,
It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.
If there are any updates or new details since your last message, please share them with me.
As part of our standard procedure, I’m also inviting a representative from AllySpin Casino to join this conversation. Their input should help us move the case forward more efficiently.
Dear AllySpin Casino,
Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.
Thank you for your cooperation and a timely response.
Best regards,
Samuel
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1 month ago
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Hello, a few days ago I received an email from Allyspin Casino requesting proof of payment. I sent it again, for the sixth time or so, and it was rejected again, even though I'm quite sure it's the correct document. I played at several other casinos during those days, and because I didn't know which one was the correct proof of payment for my account, I sent them all for that amount. Secondly, my three withdrawals of €500 each, which I requested on November 3rd, were canceled today, and I can't make any new withdrawals because it says withdrawals are restricted by the provider. I just don't understand it. I play at several casinos, but I've never had problems like this before. I even sent it as a PDF; the document has to be correct, and they haven't given any reason for the rejection, just an email saying they want it again and again. I'm at my wit's end. This problem is really stressing me out, especially since I'm also in very poor health and have now become ill. This is a real obstacle for me. I just don't know what else to do. They won't even say what's wrong, even though I sent it as a PDF and included all the dates and amounts in my account. I deposited using two different payment methods: once by credit card and once by bank transfer via EPS. Both are from the same card, a debit card. Is it because they want to see the card number on the bank statement? But that's not possible because the card number doesn't appear anywhere since it's a single card. If that were the reason, they wouldn't have rejected both payment confirmations – the credit card payment and the second method – even though it's from the same card.
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1 month ago
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And I also wanted to add that I'm very disappointed with the casino because I've been waiting for my withdrawal since November 3rd, which was now suddenly canceled, even though I've tried to verify my account several times and uploaded all the required documents. I keep getting new verification requests. The previous email stated they wanted payment receipts from October, plus October 10th to November 10th, whereas my casino profile, which listed September and October, said October 10th, 2010 to November 10th, 2010, but I wasn't registered then. I've uploaded all of this repeatedly and also sent it by email, but it's always been rejected. Instead, they dragged out the verification process with a different date. Since yesterday, my casino profile says I need payment receipts for the last 3-6 months, but the email only mentions October, plus October 10th, 2025 to November 10th, 2025, which is even more confusing. I find it disappointing that, even though I won at this casino, everything is so complicated, as I was really expecting the money before Christmas. As mentioned above, I also received an email yesterday stating that the withdrawal was suddenly canceled, and I can't initiate a new one because it's blocked. I hope this problem will be resolved soon and that Casino Guru can help me, as I haven't received my €5,000 winnings or any partial payout yet.
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1 month ago
Dear Laura43,
As we mentioned in our recent email, we just need you to complete a few steps to verify your account.
Please reply back to our email with the requested documents :
Please provide transactions History of *6209 for October in PDF file, showing all transactions made from your account in that period including the deposits to us.
Additionally please provide transactions History of ***7577 from 10.10.25 to 10.11.25 in PDF format, showing all transactions made from your account in that period including the deposits to us.
Kind regards,
AllySpin Casino Team
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1 month ago
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I've already sent this countless times by email and asked what's wrong with the documents. The date is correct, and they're in PDF format. You haven't given me any explanation as to what's wrong with the documents I've sent so many times by email. I don't have any other documents besides the ones I've already sent you. I've never had a withdrawal from you, so I could only send proof of deposit. Can you please tell me what's wrong with the documents I sent several days ago by email? They were exactly the dates you requested, and because I played at several casinos on those days and didn't know which one was the right one, I sent them all with that amount. These are all the transaction statements showing what my account held during the period you requested. I want to know what's wrong with the documents I sent a few days ago by email.
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1 month ago
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I just sent 26 documents to allyspin casino via email. They contain all transactions from the day I registered with allyspin until November 3rd, when my last deposit was. I can only send transaction proof for deposits because I've never had a withdrawal from allyspin casino. There are 26 documents because on the days I played at allyspin, I also played at other casinos and didn't know which one was allyspin. That's why I sent them all with this amount. I simply don't understand why it keeps getting rejected, and no reason is given, which is unacceptable. I'm absolutely certain that I did everything correctly on my end and sent it in the correct PDF format with the requested date. I also sent everything since registration; there's nothing more I can do.
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1 month ago
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Hello, today I received an email stating that no agents are available in German and that communication is only possible in English, and that they couldn't find my email address. I had a small typo in my email address; it's without a period. My current email address, however, is for my player account, and it includes a period. I had this changed via email through Allyspin Casino. I had to click a link where I uploaded my passport photo and verified my identity. That completed the email address change, and instead of a period, it was without a period. But that's not the point. First, they say they have no German agents, then they say they can't find a player account under this email address even though I changed it previously. And then they request the documents again, without any rejection or anything, just again. I took a screenshot today showing that I've done everything possible to resolve this, repeatedly sending the documents and cooperating with the casino, but somehow no solution is being found.
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1 month ago
Hello everyone,
Thank you, AllySpin Casino, for joining the thread and for the information provided so far. I also want to acknowledge Laura43 for her detailed updates and for sharing the documentation she has submitted.
At this stage, the next step is to clarify the situation regarding the verification documents. Specifically, it would be helpful if AllySpin Casino could explain why the documents submitted by Laura43 were not accepted, and indicate exactly what is required to complete the verification process.
Laura43, please review any instructions from the casino carefully once provided, and update the thread here so we can ensure the communication is clear and the process can move forward efficiently.
Thank you both for your cooperation.
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1 month ago
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Hello, I received an email from the casino today requesting my transaction history again. The reason for the rejection is that they don't want to see individual transactions, even though everything was correct in the individual transactions I've sent countless times before. It was in PDF format, exactly as they requested, and included the correct date, time, amount, payment reference, my name, IBAN, and so on. Despite this, it was repeatedly rejected, even though I believe I sent everything correctly. The email states that they don't want to see individual transactions but a complete history, which is supposedly the reason for the rejection. I just sent the casino a complete transaction history via email, not individual transactions, and it contains everything they requested. Before that, I sent them 25 or 26 transaction documents, which were repeatedly rejected, even though the dates were correct and everything else was also correct. If there should be a problem with the debit card, I wanted to clarify that it's all one card; my card is a Debit Mastercard, and you can deposit using the credit card number and also via bank transfer using the IBAN. However, the card number and even the last four digits are not shown on the bank statement. I have sent all transactions made with the card, as well as a photo of the card showing the IBAN on the back and the card number on the front. I hope this is sufficient for verification.
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1 month ago
Dear Laura43,
Your request has been forwarded to the relevant department, which will review it and provide an update at the earliest convenience.
Thank you for your patience and understanding.
Best regards,
AllySpin Casino Team
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1 month ago
Dear Laura43 and AllySpin Casino,
thank you both for the updates.
Laura43, we acknowledge that you have submitted all requested documents multiple times, including the complete transaction history in PDF and the card details. Your cooperation is appreciated, and all submissions are recorded.
AllySpin Casino, could you please clarify exactly which document or detail is still missing or incorrect, and provide an estimated timeframe for completing the verification? This will allow the player to provide any additional required information, if needed, and help move the complaint toward resolution.
We look forward to your response so that this matter can be resolved efficiently.
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1 month ago
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Hello, I received an email today from Allyspin Casino requesting a transaction statement for credit card number ****6209. However, as I mentioned above, this is a debit Mastercard. It's a current account where you can deposit funds using the card number, but it's not a true credit card with its own transaction statement. All transactions are listed on this bank statement. There's no separate document or statement showing the card number because it's a debit card. Normally, sending my bank card and the bank statement with all transactions, including those made with the card number, should be sufficient for verification. This statement includes my address, IBAN, name, date and time of each transaction, etc., but not the card number. That's why I'm sending the card and the transaction statement, which I emailed to Allyspin several days ago. I don't know what else to do because there's simply no bank statement showing the card number since it's a debit card, as I've already tried to explain above.
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1 month ago
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I have already submitted all the documents you requested for verification, including my passport, proof of address, a selfie holding my passport plus a photo of the allyspin website, my bank card, and a bank statement. I understand that you also require proof of transaction showing that the deposits were made specifically with my debit Mastercard (ending in 6209). Please note that in Austria, debit Mastercard transactions are processed directly through my bank account, and official bank statements do not display the full card number. I have already sent a bank statement as a PDF containing all the requested information, including all deposits to allyspin casino, but not the card number.
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1 month ago
Hello everyone,
Laura43, I appreciate your explanation regarding the debit card and the bank statement you provided. I understand that the statement includes all relevant transaction details and that no separate statement for the card number exists.
To move this complaint forward, I kindly ask AllySpin Casino to clarify whether the documents submitted by the player are sufficient to complete the verification process. If anything else is required, please specify clearly so the player can provide it without further confusion.
Once we have your clarification, we can guide the player on the next steps and work toward resolving this matter promptly.
Thank you for your cooperation.
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1 month ago
Dear Laura43,
Thank you for all the documents provided so far.
We would like to request the following from you:
- Transaction history of the month October and November with all deposits made to our platform visible.
Please re - upload the transaction history on your profile account.
Thank you for your patience and understanding.
Kind regards,
AllySpin Casino Team
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1 month ago
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Thank you so much for your support so far.
I would like to briefly clarify the timeline to avoid any misunderstandings:
About 5 to 6 days ago, I uploaded a complete transaction history to my allyspin profile, which was removed today. It seems they want a transaction history in my allyspin profile again. Initially, individual transactions were rejected, then a complete transaction history was requested, which I subsequently sent via email to [email protected] I sent it. Now, they are explicitly requesting the transaction history for October and November. And I also received another email today from [email protected] They want a transaction statement for the debit/credit card; these are contradictory statements. Here you write a transaction history from October and November, but in today's email it says for the credit/debit card from September and October. I would like to state that I have always provided all requested documents promptly and completely and remain cooperative. Thank you for your support in finding a quick and fair solution to this case, Casino Guru.
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1 month ago
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First, I sent individual transactions via email with the correct requested dates, but everything else that was requested wasn't sufficient for verification. Then I received an email saying they didn't want individual transactions but a transaction history, which I then sent via email to [email protected] and uploaded to my profile which was rejected again, and I also wanted to mention in the email from allyspin [email protected] They're asking for something else, namely the debit card statement, but here on Casino Guru they're asking for something else entirely: the transaction history from October and November, which I've already sent multiple times – once individually and once as a bank statement. I don't know how I'm supposed to verify myself if they don't offer a solution and keep asking for the same thing I've already sent. Now it's not right that I've sent more transaction history statements and there's no card number on them? Surely that can't be the reason I'm finally verified and can get my money paid out.
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4 weeks ago
Hello everyone,
thank you for the detailed clarification from the player.
From the communication above, it is clear that Laura43 has repeatedly provided transaction histories and bank statements and has been actively cooperating throughout the process. At the same time, there appears to be inconsistency between what is being requested via email and what is being requested here in the thread, particularly regarding:
- the exact period required (September–October vs. October–November), and
- whether a general bank transaction history is sufficient, given that this is a debit card without a standalone card statement.
AllySpin Casino, to move this case forward, I kindly ask you to provide a clear and final confirmation on the following points:
- the exact date range that must be covered by the transaction history,
- whether a bank statement showing all deposits to your platform (without a visible card number, as this is a debit card) is acceptable,
- or, if not, what specific alternative document would be acceptable in this situation.
Providing one consistent and precise set of requirements will allow the player to comply without further confusion and help us progress toward resolving this complaint.
Thank you for your cooperation.
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4 weeks ago
Dear Casino Guru,
To proceed, the player must provide a transaction history for the account ending in *6209 for the month of October.
This must be submitted as an original PDF file and include all account activity for that period, including the transaction made to us.
Kind Regards,
AllySpin Team
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4 weeks ago
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The card ending in *****6209 is a debit Mastercard. The bank does not provide a separate transaction history for this card type with card number ***6209. All credit card transactions appear exclusively in the regular bank statement with the number ****7577, which I have already submitted. All transactions are processed through the regular bank account with the number *****7577. I have already submitted the bank statement with all transactions and the corresponding months.
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4 weeks ago
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Since there is no separate card statement for the Mastercard debit card ending in ****6209, I offer you alternative verification options, including video verification, recordings of my conversation with the bank employee, a phone call with the verification team, or, if applicable, in-person verification. Please let me know if any of these options are acceptable, or what alternative verification method is available besides the separate transaction history with the number ****7577.
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3 weeks ago
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Allyspin Casino requests clarification. I would like to point out that Casino Guru has already asked you several specific questions regarding this complaint, specifically whether a general bank statement, which I have already sent, without a card number, is accepted? And if not, what alternative document is accepted for verification instead of the debit card ***6209? These questions have not yet been answered, and my previous inquiries have also not been answered specifically.
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3 weeks ago
Hello everyone,
thank you, Laura43, for your detailed updates and for clarifying the situation. I understand your frustration given the repeated requests and the lack of clear guidance regarding alternative verification options.
Dear AllySpin Casino, to move this complaint forward, I kindly ask you to review the thread and the documents already submitted by the player. Specifically, please provide:
- Confirmation whether the general bank statement previously submitted, showing all deposits including those to your platform, is sufficient for verification,
- If not, a clear explanation of what alternative documentation or method (e.g., video verification, bank call, in-person verification) would be acceptable in this situation.
Providing a precise and final answer will allow the player to comply without further delays and help us progress toward resolving this complaint.
Thank you for your cooperation.
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3 weeks ago
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I do not have an account with card number *6209. Payments at your casino are made with *7577, and payments with *6209 are processed through account *7577.
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3 weeks ago
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I went to the bank counter in person today and spoke with a Bawag employee. They told me they couldn't issue me a debit card statement; they could only issue the same bank statement I can see and send myself through online banking. They also said that this debit card statement doesn't exist, as all transactions are visible in the regular bank statement. I've already uploaded and sent this statement to Allyspin multiple times in my profile, including all transactions and all months since registering at the casino. They said that for security reasons or something, the bank doesn't even see my card number. They also gave me a phone number for the bank's headquarters, which I'll call tomorrow. Casino Guru, could you please contact the casino outside of this thread and review the documents I've uploaded multiple times via email and in my profile? They are the correct ones. This isn't my first verification process with an online casino. I've had to verify my account several times before at online casinos where I've deposited with a debit card, and a regular bank statement has always been sufficient.
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3 weeks ago
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I looked at the bank statements again and everything necessary for verification is there. It even says "paid with mc e-com", which means paid with Mastercard. Maybe it's because some merchants don't send the last 4 digits or the first 6 and last 4 digits, but that's not my fault. There's also a reference number, merchant name, and merchant number on there, so it can be matched and traced. It seems to me as if Allyspin doesn't want to release the money I've won and is simply withholding it.
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3 weeks ago
Dear Laura43,
Thank you for your patience and understanding.
Please note that the relevant department will review your request, rest assured we will keep you updated as soon as there is any progress.
Thank you for your patience and understanding.
Best regards,
AllySpin Casino Team
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3 weeks ago
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I wanted to add that if the bank statement shows my name, IBAN, and even my address, and indicates a Mastercard payment, card payment, and payment reference, as in my case, as with the bank statement I sent to Allyspin and uploaded to my profile, then there is no alternative card that could have initiated this deposit to Allyspin. The payment reference allows for this to be traced. Since it is a debit card, the bank statement is the complete and only official proof of the card transaction. The submitted transaction history clearly shows that the card payment originated from my account (name, address, IBAN, payment reference). If the bank statement shows my name, address, IBAN, the amount, and how it was paid (Mastercard or other method), then it is clearly proven that the payment came from me. It was a card payment, and it could not have been made by another or third-party card.
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3 weeks ago
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Actually, Allyspin didn't explicitly require that my card number or even the last four digits of my card number be on the transaction history. It wasn't explicitly requested at all. Perhaps even Allyspin knows that a card number can't appear on a bank statement. They only explicitly requested certain months, and then other months repeatedly. It was also contradictory: in an email, they wrote two months, but here at Casino Guru, only one month was requested instead of two. My profile on Allyspin stated the last three to six months. I know, and I checked myself, that all months are on the bank statement, which is what Allyspin requested—every month, even from registration onward. I sent all the months, including October, as requested. It's a bank statement with all transactions, including the payments from ****6209 from October, which were requested. It simply states that it was paid by card, specifically Mastercard, but without the card number. The bank statement is even current and no older than 3 months.
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2 weeks ago
Dear Laura43,
Kindly note that your account has been successfully verified.
You may now proceed making a withdrawal request.
Kind regards,
AllySpin Casino Team
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2 weeks ago
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Thank you for your feedback.
I am pleased that the verification of my account has now been successfully completed and I can request withdrawals.
Since the total amount of €5,000 must be paid in several installments of €500 each due to the payout limit, I would kindly ask you to leave the case open until the full amount has been received.
At this point, I would like to thank you, Casino Guru, for your support and mediation.
I submitted the first withdrawal request of €500 today.
Of course, I will keep you updated on the further progress and confirm to you as soon as all payments have been completed.
Thank you very much and best regards
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2 weeks ago
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I would also like to thank the casino for carefully reviewing everything despite the large number of documents submitted.
I currently have two pending withdrawals of €500 each, which I requested the day before yesterday and yesterday, as a maximum of three withdrawals can be processed simultaneously. I will submit another withdrawal request this evening or tomorrow. There is currently around €4,000 in my gaming account. I hope that the withdrawals will now be processed quickly and smoothly so that I can close the case as resolved once all withdrawals are completed.
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2 weeks ago
Hello Laura43,
We would like to update you that due to Samuel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Samuel 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 Samuel 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
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Hello Allyspin Casino,
I requested my first withdrawal two days ago, but it hasn't been processed yet. Your website states that withdrawals are processed within 3 business days, but at other casinos where I've played, I received my withdrawals in my bank account on the same day. Could you please investigate why my withdrawals are still pending? And let me know when I can expect them? I would greatly appreciate a prompt response.
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2 weeks ago
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Hello Guru Team
Two days ago, I contacted Allyspin via my complaint thread regarding my withdrawals, but I haven't received a response yet. I requested my first withdrawal four days ago, and the other two on the following days. All three withdrawals are still pending, even though the Allyspin website states that withdrawals are processed within three business days. Previously, there was a verification issue that was resolved thanks to your support. I therefore urge you to review these pending withdrawals immediately and inform me when I can expect the funds to be credited to my account.
Thank you for your prompt response and support.
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2 weeks ago
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Concern regarding outstanding payments - please clarify
Hello everyone
I would like to describe my current situation as I am now seriously worried. My payments have been outstanding for almost a week. Previously, there was already a delay of approximately three months due to verification, which shouldn't have happened. After this long wait, it's understandable that I'm worried again if payments are delayed once more. To make matters worse, my complaints handler is currently on vacation or unavailable, and therefore I'm not receiving any concrete feedback. Since I have completed all the necessary steps correctly and on time, I hope you will understand that this further delay is difficult for me to comprehend.
I would be very grateful for a brief piece of information or support and thank you in advance for your efforts.
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1 week ago
Hello everyone,
thank you for the updates. I am back and available now to continue handling this complaint.
AllySpin Casino, could you please provide an update on the status of Laura43’s pending withdrawals and confirm when they are expected to be processed? Given the previous delays, a clear timeframe would be appreciated.
Laura43, once the withdrawals start being processed, please keep me informed so we can continue monitoring the progress and close the complaint once the full amount is paid out.
Thank you all for your cooperation.
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1 week ago
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Hello, thank you for your feedback. I currently have 3 new payouts being processed, starting on February 3rd, and the other 2 on the following days. So far, I have received €1,500 of the total €5,000 (3 payouts of €500 each).
Could you please tell me how long it is expected to take until the remaining balance of €3,500 is paid out in full?
Thank you for your support
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1 week ago
Dear Laura43,
Please note that your current withdrawals request have been forwarded to the appropriate department, which will process the payment at the earliest opportunity.
Please also note that based on our Terms and Conditions you are able to have maximum three pending withdrawals on your account and the withdrawal limit based on your level is 500 EUR per day / 7000 EUR per month.
Please be informed of the following points of the Website's Terms and Conditions:
6.13 At any time, a customer may have a maximum of 3 (three) pending withdrawals on the account.
6.11 All withdrawals are processed according to our monthly withdrawal limits and taking into consideration the VIP status of the customer requesting the withdrawal.
Kind regards,
AllySpin Casino Team
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5 days ago
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Thank you for the information.
I have taken note of the information regarding withdrawal limits and pending withdrawals. I would also like to politely point out that I read the terms and conditions before starting to play, which state that withdrawals are usually processed within 3 business days. I assume that my withdrawals will be processed accordingly. Thank you in advance for your assistance.
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3 days ago
Hello everyone,
thank you, AllySpin Casino, for clarifying the withdrawal limits and procedures.
Laura43, thank you as well for the update and for confirming that you are aware of the applicable terms. At this stage, please keep me informed as the remaining withdrawals are being processed and let us know if everything continues to progress smoothly.
I will continue monitoring the case and we can close the complaint once the full balance has been successfully paid out.
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3 days ago
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Thank you for your feedback and your continued support of the case.
I have already successfully received €3500. The last three payouts, starting on February 8th, 9th, and 11th, are still being processed. So far, everything has gone smoothly, and once these last three payouts are completed, all payments will be finalized. I will, of course, keep you updated as soon as the remaining payouts are finished.
A heartfelt thank you also to Guru for the support and guidance throughout the entire process.
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yesterday
Hello Laura43,
Thank you for the update. I’m glad to hear everything is going smoothly so far, and I hope the remaining payouts will be completed soon. Please keep me informed once there is any further progress.
