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

Hello Guru,

I requested a withdrawal of €1,500 (3x500) from this casino. To date, I haven't received my money, even though the terms and conditions state that withdrawals are processed within 3 days.

The support team isn't helpful either. The agent said everything was fine with the payments, but he can't speed up the process.

No documents were requested.

This is my first payout.

I played without a bonus.

I've seen that you always point out, with the same complaints, that you should wait 14 days. However, that doesn't comply with the casino's terms and conditions. And according to support, there are no reasons why the withdrawal hasn't been processed yet.

I would therefore ask you to contact the casino’s contact person or invite them into the case.

If you have any further questions, please do not hesitate to contact me.

Hallo Guru, 

ich habe bei diesem Casino 1500€ (3x500) zur Auszahlung beantragt. Bis heute habe ich mein Geld nicht erhalten, obwohl in den Geschäftsbedingungen festgelegt ist, dass Auszahlungen innerhalb von 3 Tagen erfolgen. 

Der Support ist auch keine Hilfe. Der Mitarbeiter sagte zwar, dass mit den Zahlungen alles in Ordnung sei, aber er den Vorgang auch nicht beschleunigen kann. 

Dokumente wurden nicht angefordert. 

Das ist meine erste Auszahlung. 

Ich habe ohne Bonus gespielt.

Ich habe schon gesehen, dass ihr immer bei den selben Beschwerden darauf verweist, dass man doch 14 Tage warten soll. Jedoch entspricht das nicht den Geschäftsbedingungen des Casinos. Und laut Support gibt es ja auch keine Hinderungsgründe, warum die Auszahlung noch nicht bearbeitet wurde. 

Ich würde euch daher darum bitten, den Ansprechpartner des Casinos zu kontaktieren beziehungsweise in den Fall einzuladen. 

Bei weiteren Rückfragen stehe ich jederzeit zur Verfügung.

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.

Dear player,

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.

Hello, no, nothing has been paid out. The chat just repeated the message that I should be patient, without giving any reasons for the delay.

Hallo, nein es wurde nichts ausgezahlt. Der Chat wiederholte auch nur die Aussage das ich mich noch gedulden soll, ohne Gründe für die Verzögerung zu nennen.

@dominika what's it like?

@dominika wie sieht’s aus ?

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you contacted the casino directly to make sure that no verification documents are needed for your withdrawal?

Also, could you please send me a screenshot of your pending withdrawals?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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

Yes, I have contacted the casino several times. There are no problems with my account or payments. My account doesn't need to be verified, either. This is just a way to stall me. Therefore, it would be nice if you could request a response from the casino now.

Ja ich habe das Casino kontaktiert und das mehrmals. Es gibt keine Probleme mit meinem Konto oder den Zahlungen. Mein Konto muss auch nicht verifiziert werden. Es geht hier nur darum mich hinzuhalten. Deshalb wäre es schön wenn du das Casino jetzt mal zu einer Antwort auffordern würdest.

@dominika and is there any news?

@dominika und gibt es Neuigkeiten?

Dear player, have you received any of your pending withdrawals yet? Have any of them been processed or paid out?

Also, I have not received any email or communication from you regarding your communication with the casino. If you have sent something, could you please send it or share any relevant screenshots here?

No, the casino hasn’t paid out yet!

And they won't pay out unless you ask the casino for a statement...

I sent you the email with the screenshots on Monday at 8:09 PM. Check your emails from that time.

Unfortunately, screenshots can't be uploaded directly here. When I try to insert an image, it freezes while loading.

Nein das Casino hat noch nicht ausgezahlt!

Und die werden auch nicht auszahlen wenn du das Casino nicht auch mal zu einer Stellungnahme aufforderst…

Die E-Mail mit den Screenshots habe ich dir bereits am Montag um 20:09 Uhr geschickt. Guck mal in deine Mails zu dieser Zeit.

Screenshots lassen sich hier leider nicht direkt hochladen. Wenn ich ein Bild einfügen will, dann bleibt es beim Laden hängen.

Dear player, unfortunately, I have not received your email with the screenshots—it's possible it didn’t come through or was filtered out. Could you please resend the email with your communication and screenshots to [email protected]?

I just sent the email again. Let me know if it arrived.

Ich habe die Mail gerade nochmals geschickt. Sag mir mal Bescheid ob sie angekommen ist.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

OK thanks.

Ok danke.

Dear Wonka,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite an AllySpin Casino representative to join this conversation and participate in resolving this complaint.

Dear AllySpin Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear Wonka,

We sincerely apologize for the longer-than-usual processing time and for any inconvenience caused by the withdrawals' delay.

We would like to inform you that we are looking into your request and once there is an update we will notify you promptly.

Thank you for your understanding and patience.

Kind Regards,

AllySpin Casino team

Dear AllySpin Casino,

Please keep us updated regarding the matter as soon as possible.

I'll be awaiting your reply.

Dear Wonka,

We kindly inform you that in order to proceed with completing your withdrawals, verification is needed.

You can check the verification tab on your profile, in order to check and upload from there the appropriate documents that are required to be sent for verification.

Thank you for your understanding.

Kind Regards,

AllySpin Casino team

Dear Wonka,

Could you please follow the casino's instructions and let me know once you have provided the casino with the necessary documents?

I'll be awaiting your reply.

I have uploaded the documents.

It's interesting that now, a month after the withdrawal request and the complaint were filed, the casino realizes that they still want verification.

Die Dokumente habe ich hochgeladen.

Interessant das dem Casino jetzt einem Monat nach Beantragung der Auszahlung und der Einreichung der Beschwerde einfällt, dass sie noch eine Verifizierung wollen.

Dear AllySpin Casino,

Could you please state whether the documents were accepted, and the player will be able to receive the payment?

I'll be awaiting your reply.

Dear Wonka,

We kindly inform you that you need to re-upload the following data:

• Transaction History
• Selfie Agains Our Site
• Credit Card

An email has been sent to you, providing the specifications on the requested documents.

Thank you for your cooperation.

Kind Regards,

AllySpin Casino team

@stefan, that casino wants data that's none of their business. They want to see my entire payment history, not just the transactions I used to deposit money there!

This is pure harassment!

@stefan, dass Casino will Daten die sie nichts angehen. Sie wollen den kompletten Verlauf meiner Zahlungsmethoden sehen und nicht nur die Transaktionen mit denen ich dort eingezahlt habe!

Das ist reine Schikane!

You constantly want new documents!

Now they want some e-wallet that they won't name!

And what kind of transaction history has been recorded over the last 6 months?

The chat is completely useless and no one answers via email!

Sie wollen ständig neue Dokumente!

Jetzt wollen die noch irgendein E-Wallet welches sie nicht benennen!

Und was für einen Transaktionsverlauf der letzten 6 Monate?

Der Chat ist komplett nutzlos und per E-Mail antwortet niemand!

Dear AllySpin Casino,

Could you please state the details here about the documentation you require from the player?

I'll be awaiting your reply.

Dear All,

The details that are required from Wonka in order to complete verification are:

1. Transaction History regarding his card, for the period June10-July10
2. Mifinity Transaction History for May
3. Mifinity Ownership

Kind Regards,

AllySpin Casino team

I have already uploaded the proof for MiFinity!

During this period, I deposited once with MiFinity and once with Visa. I've already uploaded these receipts!

Could you please explain why you want to see the course of a whole month?

What's the reason for this? What do they care about my complete payment details?

Ich habe den Nachweis für MiFinity schon hochgeladen!

Ich habe in diesem Zeitraum einmal mit MiFinity und einmal mit Visa eingezahlt. Diese Belege habe ich bereits hochgeladen!

Erklären sie doch mal wofür sie den Verlauf von einem ganzen Monat sehen wollen?

Wie lautet die Begründung dafür? Was gehen sie meine kompletten Zahlungsdaten an?

So I've now uploaded everything from MiFinity again!

So habe jetzt nochmal alles von MiFinity hochgeladen!

What about MiFinity now?

I uploaded everything and sent it by email.

Is that enough now?

Was ist jetzt mit MiFinity?

Ich habe alles hochgeladen und per Mail geschickt.

Reicht das jetzt ?

It's pointless. This dirty casino doesn't want to pay out. They keep requesting new documents. I once deposited with a Visa card. I uploaded this proof. They want a photo of the card, even though it's a virtual card and they know that. They also want my entire account history, which is none of their business.

Es macht keinen Sinn. Dieses Dreckscasino will nicht auszahlen. Sie fordern immer neue Dokumente an. Ich habe einmal mit einer Visa Karte eingezahlt. Diesen Nachweis habe ich hochgeladen. Sie wollen ein Foto der Karte obwohl es einen virtuelle Karte ist und sie das auch wissen. Dazu den gesamten Verlauf meines Kontos welches sie nichts angeht

Dear Wonka,

I would recommend that you provide the casino with the requested documentation, as it is within their right to request such documents. Please let me know once you provide them with all the requested information. I'll be awaiting your reply.

How do I take a photo of the card if it's a virtual one?

Wie soll ich ein Foto von der Karte machen wenn es eine Virtuelle ist?

Dear Wonka,

Could you please state which bank you are using? Would it be possible to provide the casino with a screenshot of the virtual card, hiding some of the numbers?

I'll be awaiting your reply.

I use Revolut.

I already uploaded screenshots, but they didn't accept them.

Ich nutze Revolut.

Ich habe schon Screenshots hochgeladen, aber das haben sie nicht akzeptiert.

Dear AllySpin Casino,

Could you please comment on the situation? It appears that the player used a virtual card to deposit into the casino, and he is unable to provide anything else but the screenshot from the Revolut app.

I'll be awaiting your reply.

Dear Wonka,

We kindly inform you that since your card is virtual and no names on card are visible, please provide ownership confirmation, which can be downloaded in original pdf file from Revolut application.

Furthermore, we kindly ask you to re-upload the transaction history of the card ending in *9075, for the period 20/06-20/07 with all incoming and outgoing transactions visible (including deposit made to us).

We hope this helps clarify the documents that are required.

Thank you for your understanding and patience.

Kind Regards,

AllySpin team

Although everything was already sent via email, I uploaded it again.

Zwar schon alles per Mail geschickt, aber nochmal hochgeladen.

Dear AllySpin Casino,

Could you please confirm if everything has been provided and the player will be able to withdraw the funds?

I'll be awaiting your response.

Dear Wonka ,

We kindly ask you to re-upload the transaction history for 416598******9075 showing all transactions made for July including deposits to us (01/07/2025 - 31/7/2025).

We appreciate your patience and we sincerely apologize for any inconvenience caused.

Kindly be informed, this is the last document in order to verify your account and proceed with the completion of your withdrawals.

Thank you so much for your cooperation and understanding.

Kind Regards,

AllySpin casino team

Re-uploaded.

Erneut hochgeladen.

Dear AllySpin Casino,

Could you please state whether the player's account was verified and if the player is able to withdraw the funds?

I'll be awaiting your reply.

Dear All,

We would like to inform you that verification was successfully completed.

We kindly request that you remain patient as we endeavor to complete the withdrawals as soon as possible.

Once there is an update, we will notify you promptly.

Thank you for your patience and understanding.

Kind Regards,

AllySpin Casino

Are you serious?

7 weeks of patience is not enough?

@Stefan, it's obvious they want to cash out. It's a complete scam.

Euer Ernst?

7 Wochen geduldig sein reicht nicht aus?

@Stefan, es ist offensichtlich das sie auszahlen wollen. Es ist ein reiner Betrug.

Dear AllySpin Casino,

Thank you for your response and the information you have provided.

Could you please inform us when the withdrawals will be processed?

I'll be awaiting your reply.

Dear All,

We kindly inform you that all withdrawal requests were successfully completed.

Thank you for your understanding and cooperation.

Kind Regards,

AllySpin team

Confirmed

Bestätigt

Dear Wonka,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan, Casino.Guru