AllySpin Casino - Учетная запись игрока остается активной после запроса на самоисключение.

I wrote to the casino and they asked me to ban my account because of gambling addiction, but they didn't do it and now I've lost over 2300 euros and I want the money back

Instead of closing the account they write me something from vip manager asking for your support

Ich habe das casino angeschrieben die sollen mich wegen Spiel sucht sperren die haben es nicht getan jet habe ich über 2300 Euro verloren ich will das Geld zurück

Anstatt das Konto zu schließen schreiben die mir was von vip Manager bitte um eure Unterstützung

Dear besarion,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

Self-exclusion request: you can contact Support Service Team via e-mail: [email protected], and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Could you please forward me the account closure requests you sent to the casino? My email address is [email protected]. Also, please forward any other relevant communication between you and the casino.

Thank you very much in advance.

Best regards,

Kristina

still active the

immer noch aktiv das

I lose money every day

Ich verliere jeden Tag Geld

Today I would be blocked but I lost 3000 euros I want my money back

Heute würde ich gesperrt aber habe 3000 Euro verloren ich möchte mein Geld zurück

Thank you very much, besarion, for your cooperation. I will now transfer your complaint to my colleague Michal ([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.

Hello besarion,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear AllySpin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

All right, thanks, I'll wait

Alles klar danke ich warte ab

I wrote to the casino that I am addicted and also have family problems and to block me

Unfortunately, I was not taken seriously. I have now lost almost 3000 euros of my entire salary

I have children

You have to be blocked within 24 hours, which they did not comply with. I wrote to live chat several times and the answer was they can't delete my account.

The fault lies with the casino, I want my money back, they did not comply with the terms and conditions, which resulted in the loss of my money

Ich habe das casiono angeschrieben das ich süchtig bin und auch Familien Probleme habe und mich zu sperren

Ich würde leider nicht ernsthaft genommen ichbhabe jetzt fast 3000 Euro mein ganzes Lohn verloren

Ich habe kinder

Innerhalb 24 Stunden muss mann gesperrt werden was die nicht eingehalten haben mehr mals live Chat angeschrieben die antwort war die können mein Account nicht löschen

Die Schuld liegt an das casino ich möchte mein Geld zurück die habe die AGB nicht eingehalten was zum Verlust meines Geldes gekommen ist

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 besarion,

I am trying to reach the casino outside of this thread, that's why I am setting one last timer. Your patience is greatly appreciated.

The accounts are still open

So frech sind die Account immer noch offen

Dear besarion,

I've got a reply from the casino representative, and they promised to push the casino to reply here in the thread. I am expecting an answer soon.

OK thanks

Ok danke

Dear besarion,

We sincerely apologies for your experience and the inconvenience caused. 

We have closed the account and sent a confirmation email to you as well.

We will be checking your refund request and share an update at the earliest as possible.

Thank you for being so patient with us! We really appreciate it.

Best regards,

AllySpin Team

Thank you, AllySpin Casino, for the update.

We will be waiting to hear from you.

The matter has been resolved

The casino just refunded everything

I thank you from the bottom of my heart

You are a great team

This closes the case

Die Sache hat sich erledigt

Das casino hatt so eben alles Rückerstattet

Ich danke euch von Herzen

Tolles Team seit ihr

Damit ist der Fall abgeschlossen

Dear Michal,

We kindly request you to please update this case as we paid the amount. And besarion also confirmed on 4th April, 2025.

Thank you for being so patient with us! We really appreciate it.

Best regards,

AllySpin team.

Dear besarion,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru 

We’ve reopened this complaint at the request of besarion. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear AllySpin Casino,

I have been informed by the player that their account was reopened, even though this option should not have been possible. Could you comment on this?