AllySpin Casino - Pelaajan tilin sulkemispyyntö jätetään huomiotta.

I requested account closure due gambling addiction for the first time in february and they didnt reply. I have tried many times to get my account closed but they have been unrenponsive everytime. Im asking for refund of my deposits since the day i reported gambling addiction.

Dear kdkd,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance.

Best regards,

Dominika

They dont reply any of my messages and i have sent them many emails that i have gambling addiction and i want my account closed but no answer.

Emailed you. I have also contacted them on live chat regarding this but no action

Dear kdkd, kindly forward the emails containing the account closure requests.

Did you get the screenshots i emailed? What do you think?

Dear kdkd, could you please forward the actual emails you sent to the casino regarding your gambling addiction and account closure request, instead of sending screenshots? It’s important for us to review the full communication with proper headers and timestamps, which we can only see clearly through forwarded emails.

They havent replied anything to any of my messages. I forward you the emails from "p********@outlook.com" address.

My account is still open so they havent closed it.

These 100%+200 spin casinos are all the same and they have like hundred different sites, they obviously pay you money to promote them as reliable casinos but the truth is all of these clones are not reliable operators and many people are waiting ages for their winnings.

Thank you very much, kdkd, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello kdkd,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear AllySpin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear kdkd,

I have reached out to the casino internally, outside of this thread. That's why I am setting one last timer. Your patience is greatly appreciated.

Dear Kdkd,

Thank you for reaching out to us.

We would like to assure you of our commitment to resolving this matter.

For the sake of clarity, we would like to outline the events chronologically based on the available and recorded communications from our end:

On 2025-02-06, a gaming account was created.

On 2025-02-12, you requested self-exclusion from the casino via live chat by stating: "Close that account now.", and by costumer support you were directed to emailed account closure.

On 2025-02-12, you emailed account closure by stating: "1 year period"

On 2025-02-13, you were asked by customer support for reason behind this decision, which you did not address or confirm, and continue contacting live chat for free spins / bonuses, and this way account remained opened, till 2025-04-17, when you're for the first time emailed account closure due to gambling problem.

Upon this request, your account has been closed 2025-04-18.

Based on above, we would like to point out that according to available and recorded communication, we didn't find any violation from our part in.

Moreover, we would like to kindly draw your attention to the following article from our Terms and Conditions, which you agreed to before registering:

6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Therefore, pursuant to the aforementioned article, there is no refund available for your account.

Hope this brings more clarity in this matter.

Kind Regards

AllySpin Casino Team

You should have closed my account when i emailed you "1 year", and btw, i asked once for free bonus. I also contacted you multiple times but no answer. And this is not only me, you are stalling players account closure requests as you did with me, also stalling or not pay at all is at your business tactic. This AllySpin and the other hundred sites are all bad for casino industry, its unbeliavable what im reading here about people waiting for their funds or excuses fron you why someone hasnt got paid.

Dont pay me any refund, its only 100+€, i dont want shady money anyway.

Dear kdkd,

 I hope this message finds you in good health.

We would like to take this opportunity to clarify the circumstances surrounding the closure of your account, which you requested via live chat on 2025-02-12. Following your request, customer support directed you to communicate via email regarding the account closure, which was executed on the same day.

Following your email request, you were asked to provide a justification for this decision; to establish the need for immediate closure of your gaming account (responsible gaming); however, this matter was not addressed or confirmed. Instead, you continued to engage in live chat regarding free spins and bonuses, which resulted in your account remaining active until 2025-04-17. It was at this point that you were first contacted by email regarding the closure of your account due to a gambling problem, and your account was subsequently terminated based on this request.

We do not perceive any misconduct on the part of customer support. Therefore, we would like to draw your attention to the following article from our terms and conditions:

6.6.2 Once the relevant deposit (or related bonus) has been utilized to place a bet, no refunds are permissible.

In accordance with the aforementioned article, we regret to inform you that no refunds can be processed on your account.

Hope this help to clarify matter.

Kind regards,

AllySpin Casino Team

Okay deal, Guru can close this case as positively solved.

Dear kdkd,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V 

Casino.Guru