AllySpin Casino - Player's withdrawal requests are being canceled.

Hallöchen liebes CasinoGuru Team. Ich habe folgendes problem. Ich habe viel Geld bei Allyspin eingezahlt und sich was gewonnen. Das wollte ich jetzt auszahlen lassen und ab Level 3 kann man 800 Euro pro Tag auszahlen lassen. Also habe ich 800 euro auszahlen lassen wollen und bekomme dauernd eine Mail dass die Auszahlung storniert wurde. Das passiert jedesmal wenn ich das wieder auszahlen lassen will. Ich lasse es auf dem selben Weg auszahlen wie ich eingezahlt habe. Das geld wird meinem Spielerkonto wieder gutgeschrieben. Der Support bringt mich nicht weiter da es dauernd abstürzt und ich aus den chats fliege. Ich füge gerne Screenshots bei.

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Dear Peppino0511,

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 understand the situation.

• Could you please confirm if your account is fully verified?
• When did you register your account?
• Have you accumulated your winnings with or without an active bonus?
• Have you made any successful withdrawals before?

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Das Problem ist gelöst. Danke

Problem ist doch nicht gelöst

Hallo liebes casino Guru Team. Ich bin spielsüchtig und habe mich eigentlich bei allyspin sperren lassen. Ich war auch gesperrt aber die sperre ist aufgehoben und ich habe mein ganzes geld verloren ohne dass ich gefordert habe dass die sperre aufgehoben wird. Die e mial habe ich leider nicht mehr da es im Jahr 2025 war und die kontosperrung auch über euch lief. Ich bin auch in Behandlung wegen der spielsucht. Ich fände es gut wenn ich meine Verluste erstattet bekomme und sie dafür sorgen dass ich bei allyspin wieder gesperrt bin. Ganz liebe Grüße

Thank you for explaining the situation.

We can review your previous complaint to the casino. There is only one email that you forwarded and it only mention to block the account and no mention of the duration of the block. So the previous complaint cannot confirm if you did a self-exclusion or only an account closure.

To understand the current situation better, please answer the following questions.

• When did you register your account?
• Were you able to log into the same account, or did you create a new account?
• Could you please confirm if your account is fully verified?
• Have you accumulated your winnings with or without an active bonus?
• Did you reach out to customer support that you previously self-excluded? What is their response? Please forward all relevant correspondence with the casino to jean.s@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

Dear Peppino0511,

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.

Hab dir geschrieben 😊

Thank you for your email.

I can see your communication with chat support in the attached screenshots in the email that you sent. From your interaction with chat support Sofiya, she said that they did not receive a confirmation from you on your account closure in 2025.

As there is no self-exclusion in 2025 and you mentioned that you have a gambling problem, then it is important to request self-exclusion and not just an account closure as soon as possible.

I want to explain why a self-exclusion is important rather than just an account closure. If a player successfully requests self-exclusion, the casino agrees not to reopen the account, or only under particular circumstances (after the cooling-off period, and this cannot be done for players who are addicted/with gambling problem). While an account closure is simpler but have almost no impact in terms of protecting you from gambling, as the player can reopen the account anytime, and the casino has no obligation to the player.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings AllySpin Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to AllySpin Casino and keep me informed about any further developments. Thank you in advance.

Danke für die Antwort. Das mache ich.

Gibt es eine Möglichkeit meine Einsätze bzw Verluste zurück zu bekommen?

Ich habe allyspin geschrieben wegen einer kontoschließung. Noch nicht wegen dem selbstausschuss. Es wird nicht mehr reagiert und ich habe aufgrund meiner Sucht gestern wieder 400 euro verloren. Es nimmt kein ende

Thank you for your update. I am truly sorry to hear that you have continued to struggle with gambling and that you lost another €400.

Unfortunately, based on the information currently available, I do not see sufficient grounds to request a refund from the casino. The evidence we have reviewed indicates that your 2025 request was for an account closure rather than a self-exclusion due to gambling addiction. These are treated differently. An account closure is a standard account management request and, unlike a self-exclusion based on gambling addiction, it does not create the same obligation for the casino to prevent future gambling or refuse requests to reopen the account.

I also understand that you have recently requested another account closure. However, if your reason is that you are struggling with gambling addiction, I strongly encourage you to be completely honest with the casino and explicitly state that you are requesting a self-exclusion due to gambling addiction. This is the protection designed for situations like yours. Once a casino is clearly informed that a player is requesting self-exclusion because of gambling addiction, it has much stronger responsibilities regarding the account.

Please send the self-exclusion request as soon as possible and keep a copy of the email or any confirmation you receive. If the casino fails to process a properly submitted self-exclusion request or allows you to continue gambling after receiving and acknowledging it, that could significantly change the situation. At this time, however, I cannot justify requesting a refund for losses incurred before the casino was clearly informed of your gambling addiction through a self-exclusion request.

Your main complaint was about problems with withdrawals. Could you please give an update on your pending withdrawals?

Okay schade. Die hauptbeschwerde wurde nicht gelöst da ich auf Auszahlung abbrechen gegangen bin und somit dss geld verspielt hatte.

Es wäre wirklich schön es trotzdem mit einer Rückerstattung zu versuchen und einen Vertreter von allyspin einzuladen.

Before we consider inviting the casino to join the complaint, I would like to clarify a few points regarding your current situation.

Could you please let me know:

• Do you currently have any remaining balance in your casino account? If so, how much?
• Do you have any pending withdrawal requests at the moment? If yes, when were they originally requested?

Regarding your request for a refund of your gambling losses, I understand why you would like us to pursue this. However, as a general principle, players are responsible for their own gaming activities. We only invite the casino to participate in a complaint when the available evidence indicates that the casino may have acted unfairly or failed to meet its obligations.

You have also mentioned that you are struggling with gambling addiction. If you have not already done so, I strongly encourage you to submit a clear self-exclusion request to the casino and explicitly state that the reason is gambling addiction. Simply requesting an account closure does not provide the same level of protection. Unless the casino is clearly informed that you are requesting a self-exclusion due to gambling addiction, it is generally not obliged to prevent you from continuing to gamble or to protect you from further losses on your account.

At this stage, based on the information currently available, I do not yet have sufficient grounds to conclude that the casino acted unfairly in relation to your losses. Your answers to the questions above will help me assess whether there are any unresolved issues that would justify involving the casino further.