AllySpin Casino - O jogador afirma que o seu pagamento foi atrasado.

I requested a withdrawal of €500 on 29/07/2025 at 04:33.

To date 02/08/2025 at 09:39 it has still not been processed.

This far exceeds the casino's terms and conditions, which stipulate that withdrawals take 1 to 3 working days to be processed after 24 hours from your request.

Asking for information or justification in the customer support chat is like talking to a wall. The answers to questions are all formatted and you can't get any concrete answers. They are systematically asking for more patience

We are given an account manager contact via telegram who is the same for a number of casinos. However, she only knows how to entice with promotions and deposits and is only available for a few hours a day. She's completely useless.

Any kind of customer support is rudimentary to say the least.

I opened my account through Casino Guru because it had a high security rating, but for the first time I'm experiencing this kind of difficulty. Maybe this rating isn't the right one and it's misleading players into playing at unreliable casinos. The casino guru should be more careful with security ratings.

Unfortunately I've only just seen what the users of this casino are saying and unfortunately there are many cases similar to mine.

I just want my 500€ withdrawal to be processed as soon as possible and stay away from this casino and all others from the same company and same license.

I'm no longer going to ask for information on the allyspin website because it's a waste of time.

The casino keeps sending emails with bonus promotions for depositing, which is ridiculous to say the least. Why would I deposit in a casino where I haven't been paid my winnings? Super super ridiculous.

I would ask casino guru for help in resolving my case, which in this case is an affiliate of allyspin through which I opened an account.

Thank you

Solicitei um levantamento de 500€ no dia 29/07/2025 pelas 04:33h.

Até à presente data 02/08/2025 pelas 09:39 ainda não foi processado.

Isto excede largamente os termos e condições do casino em que é estipulado que o levantamento demora 1 a 3 dias úteis a ser processado após 24h da sua solicitação.

Pedir informações ou justificações no chat de apoio ao cliente é o mesmo que estar a falar com uma parede. As respostas às perguntas são todas formatadas e não se consegue obter nenhuma resposta concreta. Estão sistematicamente a pedir por mais paciência

É-nos atribuída um contacto de gestora de conta através do telegram que é a mesma para uma série de casinos. No entanto ela só sabe aliciar com promoções e depósitos e só está disponível poucas horas durante o dia. É completamente dispensável.

Qualquer tipo de apoio ao cliente é no mínimo rudimentar.

Abri a minha conta através do casino guru, visto que este casino tinha uma classificação de segurança alta, no entanto e pela primeira vez estou a enfrentar este tipo de dificuldade. Se calhar esta classificação não é a correta e induzem os jogadores a jogar em casinos que não são confiáveis. O casino guru deveria ter mais cuidado com as classificações de segurança.

Infelizmente só agora fui ver o que dizem os utilizadores deste casino e infelizmente há muitos casos semelhantes ao meu.

Apenas pretendo que o meu levantamento de 500€ seja processado o mais rápido possível e afastar-me deste casino e de todos os outros da mesma empresa e mesma licença.

Já não vou voltar a pedir informações no site do allyspin porque é tempo perdido.

O casino continua a enviar emails com promoções de bónus para depositar, o que é no mínimo ridículo. Ora, porque haveria eu de depositar num casino aonde ainda não me pagaram os meus ganhos? Super super ridículo.

Peço a ajuda do casino guru na resolução do meu caso, que neste caso é afiliado do allyspin através do qual eu abri conta.

Obrigado

Dear player,

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 the 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

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika