AllySpin Casino - Вывод выигрыша игрока задерживается.

Hey. I hope you guys are doing well..

I just want your help my complaint is this :

I had one left spin in the Wheel of fortune that the casino offers and I won 5 euros money...I waggeres this amount and I end up winning 200 euros ...that was 8 days ago. Since then I asked several times and they said there is a delay due to work overload...I can totally understand that but it's been 8-9 days and still nothing. Today I reached support again and one agent told me that the money left from them, that they sent it to me and the problem is not them but my bank. I know that's not true tho cause I contacted my bank and they told me that there is no incoming payments at all. Also note that the withdrawal in my account in the casino says that the withdrawal is still pending so I know what he told me is not true. Another told me that the money would be in my account in one hour and that was 2 days ago ....idk what to think anymore every one says something different in support chat and they don't reply the emails they just send me some vague automated answer.....idk what to think anymore .

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.

Dear EiriniGeronikou,

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 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

I've made before withdrawals in this casino they never mentioned any verification....not this time too. So I don't think that that's the problem. I'm just confused cause everyone tells me something different in the support chat so I'm feeling some kind of way you know...... How do they keep telling me different things? I understand work overload but this ....idk ... Anyways I'll take your advice and wait hopefully I won't get scammed 🙏

I losing hopes here. I've sent countless emails in which they replied 2 times and in one they practically said " in section blah...of paragraph blah....the rules saying that we can deposit the money whenever we want to..." Which might as well be in 5 years or never. Idk. I'd never had to wait that long to get my money I think they gonna scam me.. one guy told me that I will get the money in an hour.......that was 5 days ago. ..another told me that the problem is my bank cause they sent the money even tho the withdrawal is still pending and I can see it .....I am being full mocked in my face...... Idk..it's been 12+ days

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear EiriniGeronikou,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla