Has anyone else had problems with allyspin casino where, living in Vienna, they have a debit card linked to their bank account and they demand something non-existent, without even offering an alternative to finally complete the verification?
I'm having major problems with this casino. It started on November 3rd when I won 5,000 euros. I had to verify my identity, uploading everything: a selfie with my passport and the Allyspin website in hand, proof of address, bank card, and bank statement. Because I deposited using two different payment methods—once with a credit card and once with a debit card—they also want a statement for the credit card, even though I've already told Casino Guru three times that such a thing doesn't exist because it's a debit card. What's also strange is that I'm trying everything possible to finally complete the verification so I can receive my 5,000 euro winnings. I even offered alternatives to Casino Guru and asked if there were any other options, but the response is that they simply request the document again and ignore all questions from Casino Guru and me. What's even more odd is that a few days or weeks ago, Allyspin Casino's security index was high, and now it's suddenly very high, even though my complaint is nowhere near resolved. Something's not right... and on top of that, a different time period is constantly being requested in the email: September, October; at Casino Guru, October, November; and now it's back to just November. This was also the case at the beginning of the verification process, where one date was given and the profile showed a different date, and so on. I've had to verify myself at several casinos before, where I also deposited with a credit card, and a bank statement with the transaction and a photo of the card was always sufficient. Allyspin Casino is making my life even harder than it already is. I was counting on the money until today, as I'm in serious financial trouble.
To tell you the truth, I don't understand what the issue is.
Have you used that debit card to make a deposit at this casino?
Even though the card is a debit card, as you wrote, it must be linked to your bank account, and therefore you must have a bank statement even for this card.
Isn't it so?
If I look at mine, I have a debit and a credit card as well, and they both have separate accounts linked to the cards and separate bank statements.
So, how come your bank is not able to provide that statement, please?
I really do not understand what the issue is here. 🤷♀️
I deposited using my debit card with the card number and also with EPS using the IBAN number, and now they're demanding something impossible from me: a transaction history showing the card number, even though I've already provided a bank statement with my address, IBAN, the correct date, my name, and the transaction from Allyspin. Today I went to the bank, and they said the casino is a scam, that the document doesn't exist, and that the bank itself can't even see my card number for security reasons or something. They said there's no separate bank statement because it's all one card and one account. I don't have a separate credit card, only a debit card, and I can deposit using both the card number and the IBAN with this debit card, all from the same account. Some merchants don't even show "Paid with Mastercard" on the transaction. But I'm pretty sure they just don't want to pay me out. You shouldn't play at a casino like that, and I didn't even know this at the beginning. If I ever get the payout, I'll... I definitely need to let you know. My case seems unsolvable because of just one thing, and they simply refuse to verify me. Otherwise, they'd have to pay me the 5,000 euros, and they probably don't want to do that. I think I've done everything I could. I went to the bank today, sent a bank statement, and my bank card details. Everything seems to be in order except for this one thing. It might be different in other countries, but in Vienna, that's how it is. Either they don't know about it, or they're deliberately refusing to pay out. I don't have a credit card, only this one debit card. This card only has a bank statement and doesn't have its own account linked to the card number. The card number is linked to the same bank account as the IBAN. All transactions appear on the bank statement, including those made with the debit card, but it doesn't say "eps" but rather "paid with Mastercard," or it doesn't say anything at all about how it was paid, just the transactions themselves. The debit card with the card number *... is linked to the account with the IBAN....* But either the casino doesn't understand this, or they simply don't want to verify me so that I can... I can't withdraw my money, which is strange since the bank can't even help me. At all the other casinos where I deposited using the same payment method, verification wasn't a problem. What's also odd is that Casino Guru is requesting a different month, and the emails they send keep changing the month. The emails show a different month, and the Casino Guru website shows a different month. I think they just don't want to pay it out.
UPDATE: The casino has since reviewed my documents more thoroughly. Verification is now complete, and I can request withdrawals. The withdrawal will be processed in installments, so the process isn't entirely finished yet. I'll keep you updated.
Finally, something positive!
Thank you kindly for sharing that. Seems like you are almost there. 🤞🙌
Can you tell us what changed? I mean, what did the KYC miracle?
My verification process was initially a bit slow, with several follow-up requests. A separate credit card statement wasn't possible with my bank because all transactions are shown together on one statement. I explained this to the casino several times. Since a bank statement for the credit card was requested, I initially assumed the card number would also have to be visible on it. However, the casino never explicitly requested this. After I explained the situation several times and Casino Guru actively ensured my documents were reviewed again, I was finally verified. I've already requested two withdrawals, and there's currently around €4,000 in my gaming account. Since withdrawals are only possible in partial amounts, I've left this open until all withdrawals are completed. In the end, everything was correctly checked, explained, and accepted, even though it took some patience. I'm truly grateful to Casino Guru for their support and persistence, and I hope all my withdrawals will be processed quickly and without further delays.
We're glad whenever we can help our users. Please let us know whenever you receive the whole amount.
Free professional educational courses for online casino employees aimed at industry best practices, improving player experience, and fair approach to gambling.
An initiative we launched with the goal to create a global self-exclusion system, which will allow vulnerable players to block their access to all online gambling opportunities.
You will soon be redirected to the casino’s website. Please wait. If you use some ad blocking software, please check its settings.
