AllSpins Casino - Игрока обвинили в затягивании раундов.

Dear Casinoguru Support Team,

I am contacting you regarding an issue with AllSpins Casino, where my withdrawal of €300 was rejected after I completed the wagering requirements for a €100 deposit with a welcome bonus.

The casino claims that I violated their terms by "storing value in games while playing with bonus funds, to be claimed later when there is no active bonus."

This accusation is incorrect. While I did engage in bonus hunting during the wagering process, I did not leave any games open or intentionally store value to be accessed later.

Even if a technical issue had caused such an occurrence (which I believe is unlikely), it would be reasonable to void only the winnings from the affected games, not my entire balance. My withdrawal request of €300 was well below any maximum withdrawal limit, and I took care not to leave any games open once the wagering was complete precisely to avoid such problems.

My main point is that I successfully completed the wagering requirements — I did not fail or attempt to reopen games afterward. The casino’s reasoning therefore does not make sense to me. When I requested clarification, the support team simply referred me to "casino administration" and stated they could not provide any further information.

Could you please review this case or advise me on how to proceed? I would greatly appreciate your assistance.

Kind regards,

Daniel

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, 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 request the casino to provide your complete gaming history in Excel format, starting from the moment you deposited and activated the bonus, up to the moment you submitted the withdrawal that was voided by the casino. Once you receive it, kindly forward it to me at [email protected].
• Could you also specify which games you played while your bonus was active, and which games you played after completing the bonus wagering?

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

Dear ByDaniz,

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.

Hi Veronika,

they will not give me an excel over the gaming history.

They tell me to visit the site and go through them there, which is completely impossible when there is over 2700 bets (I dont even know if that is all of them) going through them manually.

Dear ByDaniz

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello there,

Thank you ByDaniz for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask AllSpins Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear CasinoGuru Team and ByDaniz,

Thank you for bringing this matter to our attention.

Following an internal review, we have confirmed that the player’s activity was in clear breach of our Terms and Conditions, specifically point 13.1, which states:

"It is prohibited to postpone any game round in any game, including free spins and bonus features, to a later time when there are no wagering or depositing requirements while free spins and bonus features are available."

In line with this clause and our general policy prohibiting abuse of bonuses, unfair advantages, and duplicate or fraudulent activity, the winnings were voided, and the withdrawal request was declined.

Kind regards,

AllSpins Team

Thank you for the update AllSpins Casino representative. Would it be possible to provide me with evidence of delaying rounds? You can forward any information to my email. ([email protected]) Thank you in advance for your cooperation!

Dear CasinoGuru Team,

All relevant information and supporting details regarding this case have been provided via email.

Kind regards,

AllSpins Team

Thank you for providing me with the evidence AllSpins Casino representative.

Dear ByDaniz, The casino has provided evidence indicating that delayed rounds occurred. While delayed rounds are prohibited under industry standards, each case is reviewed individually to determine whether a substantial unfair advantage was obtained.

In this instance, your gaming history shows multiple clear examples of delayed rounds, which constitute a violation of this policy. Due to these reasons, we will now proceed to reject this complaint. Thank you for your understanding.

Kind regards,

Peter