The player from Bavaria reported that the casino had not processed any withdrawals for over three weeks despite having a verified account and not using a bonus. He received standard responses when inquiring about the delays. The Complaints Team intervened, contacting the casino for clarification on the issue. The complaint was marked as resolved after the player confirmed satisfaction with the outcome.
AllySpin Casino - Player's withdrawals are delayed.
Resolved
Our verdict
Case closed
Amount: €350
AllySpin Casino
Safety Index:Very highCase summary
Discussion
Public
Public
5 months ago
How does the casino customer support justify the delay in processing your payment?
Please forward me all the communication between you and the casino customer support regarding your problem at veronika.f@casino.guru. Thank you for your patience and cooperation.
Public
Public
5 months ago
Translation
The casino sends a standard response via live chat: "Due to the high volume of withdrawals at the casino, there is a delay. Don't worry, you will receive your money soon." I've been receiving this response via live chat every few days for weeks. There's no response via email.
Automatic translation:
Public
Public
5 months ago
Thank you very much, Hansi07, for providing all the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
5 months ago
Dear Hansi07,
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
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 Hansi07,
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
