The player from Germany had requested a withdrawal from Allyspin casino over three weeks ago, amounting to €3,500, starting with amounts of €500 on July 23, 24, and 25. After multiple attempts to contact support, he was repeatedly told that his withdrawal was in a queue, leading to frustration over the lack of progress. The Complaints Team intervened, and after further communication, all pending withdrawals were completed, and the player confirmed receipt of the funds. The complaint was marked as resolved.
AllySpin Casino - Player’s withdrawal is delayed for over three weeks.
Resolved
Our verdict
Case closed
Amount: €3,500
AllySpin Casino
Safety Index:Very highCase summary
Discussion
Public
Public
6 months ago
Translation
Hi,
I've been having a problem with the Allyspin casino for a few weeks now. I deposited €50 on July 23, 2025, and played with a bonus. The bonus was wagered, and I wanted to withdraw the winnings. This amounts to a total of €3,500.
I have been waiting for more than 3 weeks for the payment of the first 1500 euros:
Requested withdrawals:
23.07 500 euros
24.07 500 euros
July 25th 500 euros
For weeks now, I've been trying to contact support several times to find a solution, but I'm constantly told that my withdrawal is in a queue and I should be patient. It feels like I'm talking to a chatbot because I keep getting the same answers. Recently, I was told that my withdrawal was prioritized, but still, nothing has happened.
I hope you can help me so that I can finally get my money.
Automatic translation:
Public
Public
6 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with AllySpin Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Could you please share screenshots of your withdrawal requests?
- Have you made any successful withdrawals before using the same payment method?
- Could you please confirm that you have passed the KYC verification?
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,
Natalia
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 makes such a request, 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
Translation
Hi,
Many thanks for the quick response.
I have attached a screenshot.
I've used the same payment method for withdrawals in the past and there were no problems.
I've been verified with Allyspin since the beginning. Verification wasn't necessary.
greeting
Dragan
Automatic translation:
Public
Public
6 months ago
Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.
Public
Public
6 months ago
TranslationUnfortunately, I didn't record any of the chat support conversations. I never would have thought the casino had such major problems. It's mostly run smoothly in the past. Ever since I won such a large amount, I get the feeling they don't want to pay out the money at all.
Automatic translation:
Public
Public
6 months ago
Thank you very much for your cooperation. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Public
Public
6 months ago
Dear dralxj27,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite AllySpin Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
Public
Public
6 months ago
Dear All,
Thank you for reaching out to us.
We are working with the relevant department to process the request in a timely manner.
Once we have an update, we will let you know.
Best regards,
AllySpin Casino Team
Public
Public
6 months ago
Dear All,
All three pending withdrawals have been completed, and the money was sent from our side.
The funds can take 3 - 5 working days to appear in the bank account, however, this is subject to the payment method used and the bank's standards.
Also, the player has requested three new withdrawals, which will be processed in a timely manner.
Best regards,
Allyspin Casino Team
Public
Public
6 months ago
Thank you very much AllySpin Casino, for the update! Those are some good news!
Dear dralxj27
At this point it should only be a matter of time before the payment reaches you.
I will keep this complaint opened until your confirmation regarding successful withdrawal.
Please let me know as soon as you receive the payment.
Public
Public
6 months ago
TranslationGood morning,
The first three withdrawals have arrived. The remaining three have not yet been processed or paid out. Now I'm asked to verify my account, which is very surprising, as I haven't had to do that since the beginning.
Automatic translation:
Public
Public
6 months ago
TranslationI've now completed the verification and it's being processed. I'm still waiting for the payout.
Automatic translation:
Public
Public
6 months ago
Dear dralxj27,
We have received your documents and the relevant department has being processing them.
Once we have an update, we will let you know.
Best regards,
AllySpin Casino Team
Public
Public
6 months ago
TranslationDear Allyspin Casino Representative,
I've been waiting for further payouts for over a week. In the meantime, the casino has blocked payouts. Last week the casino asked me to verify my identity, which I did. I uploaded bank statements, a photo of my ID card, and a selfie with the casino website loaded. Both were rejected, even though my bank statements clearly show when I deposited and when withdrawals arrived in my account. So I uploaded the bank statements and the selfie again (also via email), but they haven't been processed now. An employee noticed that my date of birth was incorrect, so I contacted customer service to correct it. They asked me to write an email and send a selfie with my ID card. No one has contacted me yet to take care of my issue. Unfortunately, customer service doesn't do anything, so I'm contacting you now in the hope that you can help me with my problem.
It's been almost two months now, and my money still hasn't been paid out in full. I think it's a shame that the casino is so resistant and is taking so long to fully pay me out...
It would be great if you had some good news for me soon.
Best regards
Automatic translation:
Public
Public
6 months ago
Dear dralxj27,
The relevant department has informed us that they are waiting for clarifications in regard to the date of birth mismatch, which was asked from you via customer support.
Moreover, you need to upload again a selfie with your ID and our casino's site open in the background (clearer background showing the website) and the transaction history between 23.06 - 23.07.2025 in PDF, showing deposits and all transactions, the bank's name/logo and your name.
Thank you in advance!
Best regards,
AllySpin Casino Team
Public
Public
6 months ago
TranslationThank you for the quick response. I sent an email to support requesting that my date of birth be changed, and attached a selfie with my ID card. I have now sent you a PDF file with 12 bank statements, clearly showing my details and the respective deposits and withdrawals.
I request that my verification and payout be processed promptly.
Thank you.
Automatic translation:
Public
Public
6 months ago
Dear dralxj27,
thank you for cooperation!
Dear AllySpin Casino, can you please give us an update?
Public
Public
6 months ago
TranslationHello Martina,
Thank you for getting in touch. Allyspin Casino won't allow my verification... Now I have to submit documents again... As I said, I've uploaded all the documents necessary for my verification, and apparently, it still doesn't work. Withdrawals still haven't been processed and are still blocked.
Now they're dragging it out like this...
It would be great if you continued to investigate the case until Allyspin has paid out my money in full.
Edited
Automatic translation:
Public
Public
6 months ago
Dear All,
The documents have been sent to the relevant department for verification.
Once we have an update, we will let you know.
Best regards,
Allyspin Casino Team
Public
Public
6 months ago
TranslationHello,
Can you tell me exactly why I'm still not verified? Normally, this shouldn't take long.
I want my money to finally be paid out.
I requested the three payouts on August 22nd, 23rd, and 24th... It's been almost two weeks now. I'd like to close this matter slowly, so I'm asking for my payouts to be processed promptly.
Best regards
Automatic translation:
Public
Public
6 months ago
Dear dralxj27,
I completely understand how you’re feeling, and I truly empathize with your frustration.
Dear AllySpin Casino,
Would you kindly provide us with an update on the situation? Have there been any developments from the relevant department?
Your prompt response is greatly appreciated.
Public
Public
6 months ago
Dear dralxj27,
Your account has already been successfully verified, and we can confirm that the withdrawals you requested earlier have all been processed. At this moment, there is only one pending request remaining, submitted on September 5th, which will be completed as soon as possible.
We truly appreciate your patience and cooperation throughout this process.
Best regards,
Allyspin Casino Team
Public
Public
6 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 dralxj27,
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,
Martina
