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AllySpin Casino Ignored My Account Closure Request, Leading to Further Losses

On April 4, 2025, I requested that AllySpin close my account via email. According to their own Responsible Gaming policy, they are obligated to process self-exclusion requests within 24 hours. However, they failed to take any action or respond to my request in that time frame.

Due to this lack of response, I ended up depositing and losing more money between April 4 and April 8, thinking they may have ignored or overlooked my request.

On April 8, I eventually sent another message stating that I no longer wished to close the account to see if there was any response and they actually did responded to that email in the following minutes — but only because I had received no reply and assumed my request had been denied or disregarded. Had they acted promptly in line with their stated policy, I would not have had the opportunity to continue depositing.

I am therefore requesting a refund of the deposits made between April 4 and April 8, as those transactions occurred after a formal closure request and before any action from the casino.

I have email proof of my closure request and all relevant communications. I would appreciate your help in resolving this matter, as AllySpin has failed to uphold their responsible gambling obligations.

Thank you for your support.

Best regards,

Dear jesusneuman91,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

I'm sorry for the confusion, but in English, which is how I communicate with them, I'm not sure what self-exclusion means. But I did tell the casino that the processing times for withdrawals and the like were worryingly long and asked them to close my account permanently.

Lamento o confusão mas em inglês que é a comunicação que tenho com eles não sei bem o significado de auto exclusão. Mas especifiquei ao casino que os tempos de processamento de levantamentos e afins eram preocupantemente demorados e pedi para fechar a minha conta de maneira permanente.

I've sent the photos to your email

Já mandei as fotos ao seu email

Thank you for your email.

Unfortunately, based on the information provided, we believe that you are not eligible for a refund of your lost deposits. Our ability to assist in such matters is limited to cases where the player explicitly mentions gambling addiction as the reason for account closure and the casino fails to take the appropriate protective measures.

In your case, you mentioned slow withdrawal times as the reason for your account closure. Unfortunately, this is not considered a valid self-exclusion request linked to problem gambling.

If you still wish to proceed with self-exclusion, please use the following template and send it to the casino:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

Date of Birth:

Casino login:

Email address:

Message:

"Greetings [Casino Name],

I’m writing to inform you that I wish to exclude myself immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of [xxx months/years or 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 the self-exclusion cannot be lifted before the end of the agreed timeframe."

Please send this email to the casino and kindly add my email address [email protected] in CC.

Thank you for your cooperation.

Dear jesusneuman91,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.