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?

Dear Besarion,

We sincerely apologize for the issues you have experienced with your account.

Please be advised that we have received your formal complaint and have escalated the matter to the appropriate internal department for immediate review.

Our team is currently conducting a thorough investigation into your claim.

We aim to provide you with a comprehensive resolution as soon as possible.

Thank you for your patience while we resolve this matter.

Best regards,

AllySpin Casino Team

Dear AllySpin Casino,

Thank you for the reply. We are waiting for your updates.

Online gambling providers licensed in Germany must adhere to strict player protection regulations. This includes, in particular, the immediate implementation of self-exclusion requests. If a casino continues to grant access despite a clear request for self-exclusion, this can constitute a breach of legal obligations to protect players – and this gives those affected the right to reclaim any stakes lost during that period.

The situation becomes even clearer if the casino doesn't have a German license at all. Without a valid license, contracts for online gambling are generally invalid in Germany. In practice, this means that not only subsequent deposits, but often all deposits can be reclaimed. Especially with long-term gambling histories, this can often amount to a considerable sum.

Anbieter von Online-Glücksspielen, die in Deutschland zugelassen sind, müssen strikte Vorgaben zum Spielerschutz befolgen. Dazu zählt insbesondere, dass ein Selbstausschluss unverzüglich umzusetzen ist. Wenn ein Casino trotz eines klaren Sperrwunsches weiterhin den Zugang erlaubt, kann dies ein Verstoß gegen gesetzliche Schutzpflichten sein – und das eröffnet Betroffenen die Möglichkeit, ihre in dieser Zeit verlorenen Einsätze zurückzufordern.

Noch deutlicher wird die Situation, wenn das Casino überhaupt keine deutsche Erlaubnis besitzt. Ohne gültige Lizenz sind Verträge über Online-Glücksspiele in Deutschland regelmäßig unwirksam. Das bedeutet in der Praxis: Häufig lassen sich nicht nur spätere, sondern sämtliche Einzahlungen zurückverlangen. Gerade bei langfristigen Spielverläufen kommt dabei oft eine beträchtliche Summe zusammen.

Dear Besarion,

I would like to clarify that the responsibility does not rest solely on the casino; it is also shared by the players.

Please allow me to reference the casino's terms and conditions:

"2.2 The Company does not provide any assurances or warranties with regards to the legality of your use of the Website, particularly in case gambling is prohibited, regulated or unregulated in your jurisdiction. It is solely your responsibility to know the laws of your country concerning online gambling and the use of the Website, at all times. Before attempting to open an account with the Website and thereafter each time before using it you must verify whether online gambling is legal in your particular jurisdiction. By using this Website, you warrant that you are legally allowed to gamble online. If at any time online gambling in your jurisdiction becomes illegal or otherwise restricted, you must immediately close your account with the Website and stop using its services."

In summary, while the casino provides its services on a global scale, your decision to access them from Germany brings additional considerations. Therefore, attributing sole blame to the casino is not a valid perspective.

Dear Michael, this concerns the terms and conditions, repeated violations of the terms and conditions.

Liber Michal es geht um die agb Verletzung wiederholte agb Verletzung

Dear Besarion,

Your satisfaction is important to us, and we want to ensure that you have a positive experience.

After a careful review of the case,

We are happy to return 470 EUR. To proceed with the refund, kindly provide us with the details of your bank account in the following format:

• Full Name (please include all names including middle names)

• E-mail

• IBAN or Bank Account Number

• BIC

• Bank name & location city

• Country of where bank is

We have contacted you privately via email to provide the same information requested above and initiate the refund.

If you have any further questions or require assistance, please don’t hesitate to let us know.

We appreciate your patience and cooperation.

Best regards,

AllySpin Casino Team

I just replied to you.

Habe euch so eben geantwortet

Dear Sir or Madam allyspin

I have not yet received any money to settle the complaint; please transfer the funds.

Sincerely, Beteev

Sehr geehrte Damen und Herren allyspin

Noch habe ich keine Geld erhalten um die Beschwerde zu erledigen bitte ich um Überweisung

Mit freundlichen Grüßen Beteev

Dear allyspin, please confirm receipt of your bank details.

With kind regards, Beteev

Liebe allyspin bitte um Bestätigung Erhalt Der Bankverbindung

Mir Freundlichen Grüßen Beteev

Dear Besarion,

We confirm that we have received your bank details.

Please, rest assured that we will have updates for you as soon as possible.

Thank you for your patience.

Best regards,

AllySpin Team

Dear AllySpin Casino,

We are waiting for your updates.

Dear Allspiny representatives, three weeks are slowly passing, and you're still unable to transfer 470 euros. I don't even want to imagine how long players have to wait for their money. Your security index shouldn't be as high as it's portrayed here; it's simply embarrassing.

Sehr geehrte Damen und Herren allspiny Vertreter 3 Wochen gehen langsam rum ihr seit nicht in der Lage 470 euro zu überweisen ich will mir nicht vorstellen wie lange Spieler auf ihr geld warten müssen eure Sicherheits Index sollte nicht so hoch sein wie es hier dargestellt wird es ist einfach nur peinlich

Dear besarion,

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

Your Refund request has been forwarded once again to our finance department to expedite the process.

Thank you for your continued patience and understanding.

Best Regards,

Allyspin Casino Team

Dear AllySpin Casino,

Thank you for the update. Please let us know as soon as the payment is processed.

The money hasn't arrived yet.

Geld ist noch nicht da