AllySpin Casino - A conta do jogador não foi autoexcluída a tempo.

Ladies and Gentlemen

On October 7, 2025, I requested a self-exclusion from AllySpin for player protection reasons. Unfortunately, this request was not processed immediately. Despite my explicit request to be excluded, my account remained active, so I subsequently made further deposits due to my uncontrolled gambling behavior.

Since my self-exclusion was not implemented, I again requested immediate closure of my account on October 10, 2025. However, instead of my request being implemented, I received promotional offers with bonus funds, which clearly violates the principles of player protection and the applicable license conditions.

Up to this point, a total of €1,075 continued to be deposited following my original request on October 7, 2025. Since these deposits were made during a time when my account should have already been blocked according to my self-exclusion request, I request a refund of the stated amount of €1,075.

Sehr geehrte Damen und Herren,

am 07.10.2025 habe ich bei AllySpin einen Selbstausschluss aus Gründen des Spielerschutzes beantragt. Leider wurde dieser Antrag nicht umgehend umgesetzt. Trotz meines ausdrücklichen Ausschlusswunsches blieb mein Konto weiterhin aktiv, sodass ich in der Folge – aufgrund meines unkontrollierten Spielverhaltens – erneut Einzahlungen vorgenommen habe.

Da der Selbstausschluss nicht umgesetzt wurde, habe ich am 10.10.2025 erneut um die sofortige Schließung meines Kontos gebeten. Statt einer Umsetzung meines Anliegens erhielt ich jedoch Werbeangebote mit Bonusguthaben, was den Grundsätzen des Spielerschutzes und den geltenden Lizenzbedingungen eindeutig widerspricht.

Bis zu diesem Zeitpunkt wurden nach meinem ursprünglichen Antrag am 07.10.2025 insgesamt 1.075 € weiter eingezahlt. Da diese Einzahlungen während einer Zeit erfolgten, in der mein Konto gemäß meiner Selbstausschlussanfrage bereits hätte gesperrt sein müssen, fordere ich die Rückerstattung des genannten Betrags in Höhe von 1.075 €.

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

When exactly did you register at this casino?

Have you ever mentioned gambling addiction as your reason for requesting account closure? If so, kindly forward me additional self-exclusion requests you sent to the casino, along with the casino's responses at veronika.f@casino.guru.

Is your account still open, or has it been closed in the meantime?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello,

I forwarded the email correspondence to you today.

Yes, I have explicitly stated gambling addiction or player protection as the reason for closing my account. A request for self-exclusion for player protection reasons is considered a request for exclusion due to gambling addiction, according to the applicable guidelines.

I first requested my self-exclusion on October 7, 2025, and reaffirmed it on October 10, 2025, because my account was still active. Only today, October 13, 2025, was the account finally closed.

Best regards,

Hallo,

ich habe Ihnen heute den Email Verkehr weitergeleitet.

ja, ich habe Spielsucht bzw. den Spielerschutz ausdrücklich als Grund für die Schließung meines Kontos angegeben. Ein Antrag auf Selbstausschluss aus Gründen des Spielerschutzes gilt gemäß den geltenden Richtlinien als Antrag auf Ausschluss aufgrund von Spielsucht.

Ich habe meinen ersten Selbstausschluss am 07.10.2025 beantragt und diesen am 10.10.2025 nochmals bekräftigt, da mein Konto weiterhin aktiv war. Erst heute, am 13.10.2025, wurde das Konto schließlich geschlossen.

Viele Grüße,

Thank you for your email.

I have reviewed the conversations between you and the casino’s customer support and noticed that you mentioned gambling addiction as your reason for account closure for the first time only in the last email you shared with me. Please note that the phrase "player protection reasons" is not a clear indication of gambling addiction. Therefore, we are unable to request refunds of deposits made before you explicitly stated that you were addicted.

Have you received any response to your request in which you directly mentioned gambling addiction? When exactly did you send this request?

Has your account been closed since then? If so, could you please specify the exact date?

Ladies and Gentlemen

I would like to clarify the circumstances of my account closure at AllySpin Casino for player protection reasons.

The "player protection reasons" I have mentioned several times are, in the legal and psychological context of gambling, directly linked to addictive or high-risk gambling behavior. In the context of the prevention and treatment of gambling addiction, the term "player protection" is clearly understood as a measure to prevent loss of control and financial risks.

My repeated requests for account closures—as well as the interim lifting or non-implementation of these closures—conform to a clinically known pattern of pathological gambling behavior, fluctuating between phases of insight and relapse. For this reason, my phrase "for reasons of player protection" already represents a clear indication of an existing gambling addiction problem.

From this point onward, at the latest, a permanent blocking of my gaming account would have been necessary in accordance with applicable legal player protection regulations. Taking these circumstances into account, I therefore request that you re-examine the measures taken and all deposits made after this point.

I expressly reserve the right to refer this matter to the relevant licensing authority in the event of an unsatisfactory solution.

Sehr geehrte Damen und Herren,

ich möchte die Umstände meiner Kontoschließung bei AllySpin Casino aus Gründen des Spielerschutzes noch einmal präzisieren.

Die von mir mehrfach genannten „Spielerschutzgründe" sind im rechtlichen und psychologischen Kontext des Glücksspielwesens unmittelbar mit einem suchtbedingten oder stark gefährdeten Spielverhalten verbunden. Der Begriff Spielerschutz wird im Rahmen der Prävention und Behandlung von Glücksspielsucht eindeutig als Maßnahme zur Vermeidung von Kontrollverlust und finanziellen Risiken verstanden.

Meine wiederholten Anträge auf Kontosperrung – sowie die zwischenzeitliche Aufhebung bzw. Nichtumsetzung dieser Sperren – entsprechen einem klinisch bekannten Muster pathologischen Glücksspielverhaltens, das zwischen Phasen der Einsicht und Rückfällen schwankt. Aus diesem Grund stellt meine Formulierung „aus Gründen des Spielerschutzes" bereits einen klaren Hinweis auf eine bestehende Spielsuchtproblematik dar.

Spätestens ab diesem Zeitpunkt wäre eine dauerhafte Sperrung meines Spielkontos im Sinne der geltenden gesetzlichen Spielerschutzvorgaben erforderlich gewesen. Unter Berücksichtigung dieser Umstände bitte ich daher, die getroffenen Maßnahmen und alle nach diesem Zeitpunkt erfolgten Einzahlungen erneut zu prüfen.

Ich behalte mir ausdrücklich vor, im Falle einer nicht zufriedenstellenden Lösung diesen Sachverhalt an die zuständige Lizenzbehörde weiterzuleiten.

Of course, you have the right to submit a complaint directly to the licensing authority. Unfortunately, we’re able to assist with refund requests only in cases where gambling addiction is explicitly mentioned. General or vague statements do not give us sufficient grounds to conclude that the casino has failed in its responsible gambling obligations.

We would, however, like to assist you with the closure of your account to ensure your situation is properly addressed. Could you please clarify the following:

• Have you received any response to the request in which you specifically mentioned gambling addiction? When exactly did you send this request?
• Has your account been closed since then? If so, could you please specify the exact date?

Dear srauschendorfer21,

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.