AllySpin Casino - O jogador ainda não recebeu os seus prémios.

Hello Casino Guru Team,

I request your assistance with a problem at AllySpin Casino regarding an outstanding payout of over €50,000.

My player account is fully verified and all requested documents were successfully submitted and confirmed a long time ago. Despite this, I have now been waiting for almost two months for my winnings to be paid out.

During this time, I contacted customer support countless times – both by email and via live chat. I've been in the live chat well over 100 times, but to this day, no employee has been able to give me a concrete answer as to when my withdrawals will be processed.

After about three weeks of waiting, a support representative even advised me to cancel my pending payout and reapply. Hoping to expedite the process, I followed this advice.

I then submitted three more withdrawal requests. These have now been in "pending" status for 8 working days, without any processing taking place or any explanation for the delay being given to me.

To date, I have only received a single payout of €500. The remaining winnings of over €50,000 are still in my casino account.

What's particularly frustrating is that despite numerous inquiries, I haven't received any clear information. I haven't been given a specific payout date, nor has anyone explained why the processing is taking so long. Since my account is fully verified and no further documents have been requested, I don't understand the ongoing delays.

I have screenshots of my account balance, pending payouts, verification, and communication with support, and I can provide these if required.

I would be very grateful if you could review my case and help me reach a solution with AllySpin Casino.

Thank you for your support.

Best regards

Hallo Casino Guru Team,

ich bitte um Ihre Unterstützung bei einem Problem mit AllySpin Casino bezüglich einer ausstehenden Auszahlung von über 50.000 €.

Mein Spielerkonto ist vollständig verifiziert und alle angeforderten Dokumente wurden bereits vor längerer Zeit erfolgreich eingereicht und bestätigt. Trotzdem warte ich mittlerweile seit fast zwei Monaten auf die Auszahlung meiner Gewinne.

Während dieser Zeit habe ich den Kundensupport unzählige Male kontaktiert – sowohl per E-Mail als auch über den Live-Chat. Ich war bereits weit über 100 Mal im Live-Chat, jedoch konnte mir bis heute kein Mitarbeiter eine konkrete Auskunft darüber geben, wann meine Auszahlungen bearbeitet werden.

Nach etwa drei Wochen Wartezeit wurde mir sogar von einem Support-Mitarbeiter geraten, meine damals ausstehende Auszahlung zu stornieren und erneut zu beantragen. Da ich hoffte, dadurch den Prozess zu beschleunigen, bin ich dieser Empfehlung gefolgt.

Anschließend habe ich erneut drei Auszahlungsanträge gestellt. Diese befinden sich nun seit 8 Werktagen im Status „ausstehend", ohne dass eine Bearbeitung erfolgt oder mir ein Grund für die Verzögerung genannt wurde.

Bis heute habe ich lediglich eine einzige Auszahlung in Höhe von 500 € erhalten. Der restliche Gewinn von über 50.000 € befindet sich weiterhin auf meinem Casinokonto.

Besonders frustrierend ist, dass ich trotz zahlreicher Nachfragen keine klaren Informationen erhalte. Mir wird weder ein konkreter Auszahlungstermin genannt noch erklärt, warum die Bearbeitung so lange dauert. Da mein Konto vollständig verifiziert ist und keine weiteren Dokumente angefordert wurden, verstehe ich die anhaltenden Verzögerungen nicht.

Ich habe Screenshots meines Kontostands, der ausstehenden Auszahlungen, der Verifizierung sowie der Kommunikation mit dem Support und kann diese bei Bedarf zur Verfügung stellen.

Ich wäre Ihnen sehr dankbar, wenn Sie meinen Fall prüfen und mir dabei helfen könnten, eine Lösung mit AllySpin Casino zu erreichen.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

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Dear Marco2811,

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

Dear Marco2811,

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.

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

Dear Marco2811,

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,

Karla