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Hey,

I have a problem with the casino "allyspins.com." I requested a withdrawal of €500 on October 3, 2025, which hasn't been paid out as of now (October 13, 2025, 4:39 PM). I've already contacted live support three times, but each time I've been fobbed off in the same way (see attachment).

Thank you very much in advance.

Best regards,

N**** T*****

Hey,

ich habe ein Problem mit dem Casino "allyspins.com". Ich habe am 03.10.2025 eine Auszahlung von 500 Euro beantragt, welche bis zu dem jetzigen Zeitpunkt (13.10.2025 16:39) nicht ausgezahlt wurde. Mit dem live support habe ich bereits 3 mal Kontakt aufgenommen, wurde allerdings jedes mal mit der gleichen Art und Weise vertröstet (siehe Anhang).

Vielen lieben Dank im vor raus.

Mit freundlichen Grüßen,

N**** T*****

Dear Nils21,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

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.

Thank you very much for the quick reply!

The problem with the whole thing is that I wasn't even asked to complete the KYC verification. As you can see from the date and time below right, the withdrawal status hasn't changed.

Best regards!

Vielen lieben Dank für die Schnelle Antwort!

Das Problem an der ganzen Sache ist, das ich nicht mal aufgefordert wurde die KYC-Überprüfung zu tätigen. Wie unten rechtes an Datum und Uhrzeit zu sehen hat sich am Status der Auszahlung weiterhin nichts geändert.

Mit freundlichen Grüßen!

Status Update:

The first payout has gone through. We were able to request the second one. Thank you very much for your quick support, and I'll keep you updated!

Status Update:

Erste Auszahlung ist durch. Konnten die zweite beantragen, vielen lieben Dank trotzdem für die schnelle Unterstützung, ich halte euch natürlich weiterhin auf dem Laufenden!

Dear Nils21,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Nils21,

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,
Attila
Casino.Guru