AllySpin Casino - Выигрыш игрока был конфискован.

The casino is holding my money. They gave reasons that it is a scam, multiple users of the software, etc. Absolute nonsense and keys to not paying out money to players

Kasino zadržuje me penize. Uvedlo důvody ze se jedna o podvod, více uživatelů software atd. Absolutní nesmysly a klíčky jak nevyplatit hráčům penize

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 allow me to ask you a few questions to clarify your situation.

• Could you please forward me the email you received from the casino after your money was confiscated? My email address is [email protected].
• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino before?
• What types of games did you play?
• Is there any chance that someone from your household, or using the same device, same payment method or same IP address as you also created an account at this casino?

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

Hello, a friend advised me. I played for bonuses because they offer them and I call every day. Maybe the IP address can match one of the users. But if they are right, I would like a proper explanation and exact examples of breaking the rules, because it seems to me like the phrase deposit and lose or win and we will confiscate it anyway...

Dobrý den, poradil mi to kamarád. Hrála jsem za bonusy protože je nabízí a volaji každý den. Mozna se IP adresa může shodovat s jedním s uživatelů. Ale pokud tedy mají pravdu, tak bych chtěla řádně vysvětlení a presne ukázky porušení pravidel, protože mi to připadá jako fráze vlož a prohral nebo vyhraj a stejně ti to zabavime...

Thank you for your reply.

Could you please confirm whether you and your friend have used the same device to access your casino accounts? Additionally, have you both claimed the same bonuses or used the same payment method to make deposits in this casino?

I would also like to inform you that I have not received any emails from you yet. Please kindly forward all relevant communication between you and the casino customer support regarding the closure of your account to [email protected].

Thank you for your cooperation.

I made the deposit exclusively from my account, the bets were from my phone, the winnings were paid out properly. Most of the bonuses were canceled or terminated. The bonus usually comes automatically with every deposit

Vklad jsem provedla výhradně já ze svého účtu, sazky byly z meho telefonu, výhry byly řádně vyplaceny. Většina bunusů byla zrušena nebo ukončena. Při každém vkladu většinou naskočí bonus automaticky

Hello Verpetr,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Verpetr;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at [email protected] and send all the requested documents and screenshots to this email adress.

Thank you for your understanding.

Best regards,

Karla

Casino.Guru 

Dear Verpetr,

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.

The casino does not communicate any messages...when logging in it only says account blocked

Žádné zprávy kasino nekomunikuje...pri přihlášení píše pouze ucet zablokován

Dear Verpetr,

Thank you for your update.

To help me review your case properly, could you please send me any available evidence regarding the account restriction?

In particular, I kindly ask you to provide:

• a screenshot showing that your account is blocked when you try to log in,
• any emails or messages from the casino stating that your account has been blocked or your winnings confiscated,
• and any other relevant communication with the casino.

Please send these documents either here in the thread or to my email at [email protected].

Thank you very much for your cooperation.

Karla