The player from Germany raised a serious complaint against AllySpin Casino for violating responsible gaming practices. Despite explicitly requesting account closure due to his gambling addiction and financial issues, the casino's VIP manager pressured him to continue depositing, which resulted in losses exceeding €3,000. He demanded a refund for his losses or an appropriate offer from the casino. After reviewing all submitted evidence, it was concluded that there was no verifiable written proof of a responsible-gambling request prior to the general account closure request, and verbal claims could not be verified without objective evidence. Consequently, the complaint was resolved without a refund due to insufficient verifiable evidence, and the player was advised on proper self-exclusion procedures and additional protective measures for the future.
AllySpin Casino - Player seeks refund after account closure request ignored.
Case closed
Amount: ??
AllySpin Casino
Safety Index:Very highCase summary
Dear Casino Guru Team,
I am filing this complaint against AllySpin Casino because, in my opinion, there has been a serious violation of the rules for responsible gaming.
Several months ago, I had several phone calls with my personal VIP manager at AllySpin. In these conversations, I clearly and explicitly stated that:
I am addicted to gambling,
I have no money
and that I want my account closed.
Despite these clear statements, my account was not closed and no self-exclusion was set up.
Even more serious is the fact that during these phone calls my VIP manager actively pressured and motivated me to make further deposits, even though he was aware of my gambling addiction and my financial situation.
The contact continued, I continued to receive offers, and no protective measures were taken.
As a result of this misconduct, after clearly explaining my gambling addiction and requesting account closure, I lost more than €3,000.
I believe that AllySpin Casino has massively violated the principles of responsible gaming here, in particular through:
Ignoring a clear request to close the account,
the continuation of VIP contact despite disclosed gambling addiction,
the active encouragement of further deposits by the VIP manager.
I therefore demand a refund of all losses since November or am prepared to receive an offer from allyspin.
In addition, I would like to point out that I am aware of similar cases at Casino Guru where players were reimbursed for losses after a casino continued to allow or even encourage deposits despite known gambling addiction and a clear request to close the account.
In my view, my case exhibits the same essential characteristics:
Disclosure of gambling addiction to the casino
direct contact with a VIP manager
no account closure or protective measures
active promotion of further deposits
I therefore request that my case be reviewed taking these precedents into account.
Thank you very much for your time and for reviewing my case.
Best regards
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Dear Albaner01,
Thank you very much for submitting your complaint. I’m sorry to hear about the situation you described.
Before we can move forward, I would kindly like to ask you a few questions to clarify the circumstances:
- When exactly did you first inform AllySpin about your gambling addiction and request the account to be closed? Could you please confirm the date of your first clear request for account closure/self-exclusion?
- Did you communicate this request in writing (e.g. via email or live chat), or only by phone? If you have any written messages or screenshots confirming your request, please share them.
- Do you have any records of the phone conversations with the VIP manager (such as call logs, timestamps, or even audio recordings if available)?
- After informing the casino, were you able to continue accessing your account and making deposits immediately, or was there any temporary restriction?
If you have any relevant communication with the casino (emails, chat transcripts, screenshots, etc.), please feel free to forward them to [email protected] so I can review everything in more detail.
Your cooperation in providing these details will help us investigate and work towards a resolution.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
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.
Dear Albaner01,
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.
Hello Petronela,
Thank you very much for your help. Here are the detailed answers to your questions, supported by the attached screenshots:
1. Initial application for account closure & information about gambling addiction
I informed my personal VIP manager, Florian, several times by phone in November about my gambling addiction and massive losses. I clearly told him that I had no more money and had to stop. Instead of blocking my account, he actively persuaded me to continue playing and repeatedly gave me deposit bonuses. Written evidence of my desperation in November is the attached WhatsApp screenshot from November 18th, in which I wrote: "€300 deposits since yesterday, all gone! [...] this isn't fun anymore."
2. Written evidence & ignoring self-exclusion
Since my telephone requests were ignored, on December 30, 2025 I sent a formal email with the subject "Closure Request" and wrote: "I request that my account be closed immediately and that my money be refunded to my bank account!" [see screenshot: Closure Request].
Instead of immediately blocking the account (as would be mandatory in the case of a reported addiction), the following happened:
• Dec 30, 2025 (8:07 AM): An employee named Alaric responded and asked for reasons for my decision instead of implementing the ban [see screenshot: Alaric].
• Dec 31, 2025 (11:22 AM): My VIP manager Florian sent me an email in which he claimed to respect my decision, but in the same breath offered me a €150 bonus (x15 turnover) and 30% cashback to entice me to continue playing [see screenshot: Florian].
3. Current Status
Since that bonus offer on December 31st, Florian has stopped responding to my messages. The live chat (employee Janina) was also unable to help and stated that there had been no response to my emails, even though I've been waiting for 10 days [see chat screenshot: Janina].
4. Deposits and Access
Despite my explicit notification of the loss of control in November and my written demand of December 30th, my account remained open. I was still able to make deposits (over €1,500 alone, excluding withdrawals or cashback, as mentioned in the chat with Konrad) [see screenshot: Konrad].
The casino deliberately exploited my gambling addiction to generate further deposits instead of fulfilling its duty of care. I therefore demand a review of all deposits made after my initial deposit.
A call for help was made in November.Best regards,
Since the end of October, I have lost all my money, and they just stood by and watched, telling me I should try more often because I might be close to winning. I spoke to my personal manager several times on the phone about how addicted I was and how I kept losing all my money, but he ignored me and tried to persuade me to keep trying and maybe even deposit more, even though I had asked him to close my account within 24 hours.
I have absolutely no money left. I request that you immediately delete my account permanently and reimburse me for my losses!
Every time I asked for my account to be closed, I was told only my personal manager could do it, but he always ignored me, so I lost even more money, and to this day my account is still open and I'm still losing more money!
Since the end of October, I have repeatedly requested in the chat that my account be blocked because I hadn't yet incurred significant losses at that time. From November onwards, however, the losses became extreme, leading to frequent phone calls with my personal manager. I explained to him that I gambled away everything as soon as I received my salary and that this couldn't continue. Instead of helping me overcome my addiction, he constantly encouraged me to keep gambling! Now it's January, and I'm down around €15,000. I don't have a single cent. My account has never been blocked since November, and my emails are ignored. In December, I tried again to have my account blocked, but unfortunately, as always, without success! I request a review for a refund and then an immediate, permanent account closure!
I've been trying to close my account every single day since November, and I keep getting the same standard replies and being ignored. My account still isn't closed; this can't go on. I've already lost so much money. Instead of helping me, I'm being ignored to the point where I'm tempted to keep depositing! The fact that the VIP team ignores me for weeks at a time has been going on for months now. And strangely enough, my VIP manager only contacts me by phone from different numbers, trying to convince me not to close the casino, even though I've told them often enough that I'm addicted and losing too much money!
Dear Albaner01,
Thank you for your detailed messages and for sharing all the information and screenshots. I’m sorry to hear about the distressing situation you describe.
After carefully reviewing all forwarded written communication, I need to clarify an important point for the assessment of your complaint:
Based on the emails, chat messages, and screenshots provided, there is not a single explicit written mention of a gambling problem, loss of control, addiction, or a request for self-exclusion prior to your account closure request. The messages mainly express frustration with losses or general account closure, but they do not clearly state a responsible-gambling concern in a way that would obligate the casino to apply self-exclusion measures.
I fully understand — and sympathize with — your explanation that you mentioned your gambling problem during phone calls with your VIP manager. However, from our mediation perspective, verbal communication alone cannot be verified unless there is objective supporting evidence (such as call recordings, written follow-ups confirming the content of the calls, or internal casino acknowledgments). Unfortunately, without such proof, we are unable to conclusively establish that the casino was formally informed about a gambling addiction.
This distinction is crucial because:
- Casinos are required to act immediately only once a clear, verifiable responsible-gambling request (such as self-exclusion due to addiction) is made.
- General account closure requests, GDPR requests, or expressions of dissatisfaction with losses are treated differently and do not automatically trigger self-exclusion protocols.
How to properly request self-exclusion (important):
For your protection going forward, I strongly recommend using clear, written wording whenever requesting self-exclusion. You may use the following template with any casino:
"I am experiencing a gambling problem and have lost control over my gambling.
I hereby request immediate and permanent self-exclusion from your casino.
Please confirm the self-exclusion in writing and ensure my account is permanently blocked."
Sending such a message via email or live chat creates verifiable evidence that obligates the operator to act.
Additional protection
To further safeguard yourself, I also strongly advise registering with BetBlocker, a free and independent blocking service that prevents access to gambling websites across multiple devices. This provides an extra layer of protection beyond individual casino requests.
I understand how frustrating and painful this situation is, and I do not doubt your personal experience. However, based on the available verifiable evidence, we are currently limited in how far we can pursue the refund claim within our mediation process.
If you are able to obtain any written confirmation, call records, or internal acknowledgments from the casino that explicitly reference your gambling problem, please forward them to me, and I will be happy to review the case again.
Thank you for your cooperation and understanding.
Dear Petronela,
Thank you for your message. However, I must politely point out that the document you describe as 'necessary' for reviewing my complaint is already included in the evidence I have submitted.
1. Written proof of the addiction report (screenshot from 09.01.2026):
Please review the attached chat screenshot with the employee 'Dean' again. I wrote the following verbatim:
• 'I want my account blocked because of addiction'
• 'I already said in October and November that I wanted to block my account'
This is a clear, written report of gambling addiction. The fact that the employee Dean in the chat did not dispute my statement about the demands in October/November, but left them uncommented, confirms my account that the casino was already informed.
2. Tactical avoidance of written evidence by the casino:
The fact that there are no emails containing the word 'addiction' for the period in November is due to the deliberate strategy of my VIP manager, Florian. He ignored my emails in which I wrote about total financial ruin and the loss of all my resources, and instead always called me immediately to avoid leaving any written evidence. In these phone calls, I repeatedly and explicitly expressed my addiction and my desire to be blocked.
3. Refund claim:
Due to the massive breach of duty of care and the ignoring of my addiction reports, I demand a refund of all deposits made since I first reported the problem in November.
Despite my financial difficulties and addiction, the casino actively encouraged me to continue playing with bonuses instead of immediately and irrevocably closing my account – as legally required when reporting an addiction. Self-exclusion due to addiction must be immediate. The fact that the casino waited until January and even enticed me with 'hidden' €100 bonuses to continue playing is a serious violation of player protection laws.
I request that you confront the casino with this evidence (screenshot) and demand a refund of my losses from the time of my initial report.
Best regards
I would like to expressly point out the Responsible Gambling Standards (RGS), which AllySpin is obliged to comply with by virtue of its license.
These standards stipulate that the casino must actively intervene if there are signs of risky gambling behavior. If I tell my VIP manager that I've gambled away my entire salary and am financially ruined, this is an unmistakable symptom of gambling addiction.
A trained VIP manager is obligated under RGS guidelines to recognize these signs and close the account immediately. It is a serious breach of these standards not to protect a customer in such obvious distress, but instead to encourage them to continue playing through targeted persuasion and bonuses. The casino has deliberately prioritized profit over its RGS obligations, which is why a refund of my losses since November is absolutely essential.
How precise do we need to be anymore? I myself have been meticulous in every phone call with my [partner/partner].
My personal VIP manager mentioned that I'm already addicted, losing everything, my entire salary is gone, and he always advised me not to contact him via email or live support, but only to say that he could call me. Over the phone, he repeatedly persuaded me not to close my account, saying I could win with other deposits! That's just disrespectful!!! He recognized my addiction and did nothing about it!!
Hello Albaner01,
We would like to update you that due to Petronela, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petronela 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 Petronela will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Yes, they'll just take even more time while I lose even more money and my account is still open!
Dear Albaner01,
Thank you for your latest message and for further explaining your position.
I would like to clarify that I have already carefully reviewed the screenshot you are referring to, as well as all other written communication you submitted. Unfortunately, this does not change the conclusion explained in my previous response.
As already outlined, there is no verifiable written evidence showing that a clear and explicit responsible-gambling request (self-exclusion due to addiction or loss of control) was communicated to the casino prior to your general account-closure request or during the period for which you are now requesting a refund.
The chat message from January in which you state that you want your account blocked "because of addiction" appears after the relevant period and therefore cannot be used to retroactively establish that the casino was formally informed earlier.
Regarding your statements about phone calls with your VIP manager: I understand your explanation, however, as previously stated, verbal communication cannot be verified within our mediation process unless supported by objective evidence (such as written confirmations, recordings, or internal acknowledgments). Without such proof, we are unable to treat these claims as established facts.
For these reasons, and based on the currently available verifiable evidence, we remain limited in our ability to pursue the refund claim you are requesting.
The guidance I previously provided regarding proper self-exclusion requests and additional protective measures remains valid and was given for your protection going forward.
To be able to proceed further, I need to clarify one important point.
- Have you already sent a clear written self-exclusion request to the casino using the wording I suggested earlier?
- And have you registered with BetBlocker or another independent blocking service as recommended?
Please understand that without your cooperation on these essential steps, our ability to assist you further is very limited.
Kindly confirm how you have proceeded so we can determine whether any further action is possible from our side.
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Albaner01,
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,
Petronela
