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Urgent request for support – pending self-exclusion ban at Allyspin

Dear Casinoguru team,

I am contacting you today with an urgent request.

Three weeks ago, I requested the immediate closure of my Allyspin account due to my gambling addiction. I notified them of this via email, as required by their terms and conditions. However, my account remains active, tempting me to deposit more money.

I have written evidence of my inquiries on:

• 3 times on December 21, 2025

• 1x on 26.12.2025

• 1x on 01.01.2026

I also contacted them by phone and chat. I was assured that they would take care of it.

However, according to applicable laws and Allyspin's terms and conditions, there is an obligation to implement any suspension I request immediately. This has not yet happened.

I therefore urgently request your support on the following points:

My account must be blocked immediately without further delay.

The refund of all funds deposited that have been received or are still available since my suspension request.

Thank you in advance for your help and prompt response.

Best regards

Dringende Bitte um Unterstützung – ausstehende Selbstausschluss-Sperre bei Allyspin

Liebes Casinoguru-Team,

ich wende mich heute mit einem dringenden Anliegen an Sie.

Vor drei Wochen habe ich bei Allyspin die sofortige Sperre meines Kontos beantragt, da ich spielsüchtig bin. Dies habe ich wie in den AGB gefordert per E-Mail mitgeteilt. Mein Konto ist jedoch weiterhin aktiv, was mich in die Versuchung bringt, erneut Geld einzuzahlen.

Ich habe schriftliche Nachweise über meine Anfragen am:

• 3× am 21.12.2025

• 1× am 26.12.2025

• 1× am 01.01.2026

Zusätzlich habe ich telefonisch bzw. im Chat Kontakt aufgenommen. Mir wurde dort versichert, dass man sich darum kümmert.

Nach den geltenden Gesetzen und den AGB von Allyspin besteht jedoch die Verpflichtung, eine von mir beantragte Sperre unverzüglich umzusetzen. Dies ist bisher nicht erfolgt.

Ich bitte Sie daher dringend um Unterstützung bei folgenden Punkten:

Die umgehende Sperrung meines Accounts ohne weitere Verzögerung.

Die Rückerstattung aller eingezahlten Gelder, die seit meinem Sperreantrag eingegangen sind bzw. noch verfügbar sind.

Vielen Dank im Voraus für Ihre Hilfe und schnelle Rückmeldung.

Mit freundlichen Grüßen

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 does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear enraged99,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation you are facing and the distress caused by the delayed handling of your self-exclusion request.

Given the seriousness of the matter, I would like to ask you a few clarifying questions so we can properly assess the case and determine the next steps:

• Could you please confirm the exact date and time when you first requested self-exclusion, and whether you explicitly stated that the request was due to a gambling addiction?
• Which email address did you use to contact AllySpin, and did you receive any acknowledgment or confirmation (automatic or manual) from the casino?
• Since your first self-exclusion request, have you made any additional deposits or wagers? If yes, please specify the amounts and dates.
• Do you currently have a remaining balance on your account, and is your account still fully accessible?

If you have copies of the emails you sent, any replies received, or other relevant communication (including chat transcripts), please feel free to forward them to petronela.k@casino.guru so we can review the evidence in detail.

Your cooperation in providing these details will help us investigate and work towards a resolution. Clear timelines and written proof are essential for us to evaluate whether the casino failed to act in accordance with its responsible gambling obligations.

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 enraged99,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru