AllySpin Casino - Igrač veruje da je njegova isplata odložena.

I am submitting this complaint regarding ongoing issues with withdrawals on Ally Spin. I have attempted to withdraw my funds multiple times, and each time the withdrawal has been returned to my account with the explanation that I cancelled it myself.

I want to make it very clear that I have NOT cancelled any of my withdrawal requests. Despite this, the same issue has occurred repeatedly.

I have followed all required procedures, including:

Submitting withdrawals correctly

Using bank transfer as the withdrawal method

Complying with account requirements

There has been no clear or consistent explanation provided by the casino, and support continues to claim that I am cancelling the withdrawals, which is incorrect.

This has now happened multiple times, and my funds remain unpaid. I have also been advised to take screenshots and avoid account activity, which I have done, yet the issue persists.

I am requesting:

Immediate processing of my withdrawal

A full explanation of why my withdrawals are being cancelled without my authorisation

Assurance that this issue will not continue

This situation is extremely frustrating, and I believe the repeated cancellations without my consent are unacceptable. I am now seeking assistance to resolve this matter and receive my funds.

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 Sugarplum1911,

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

Thank you for your response.

I would like to clarify that my issue is not simply a delay in processing. My withdrawals have been repeatedly cancelled and returned to my account with the explanation that I cancelled them myself, which is incorrect.

This has happened multiple times, preventing the withdrawal from remaining in a pending state long enough to reach the 14-day period you mentioned.

I have now submitted another withdrawal and will leave it pending without any account activity. However, I wanted to make you aware that previous attempts were not delayed, but instead cancelled without my authorisation.

Please take this into consideration if the issue continues.

Thank you.

Hello, 

I would like to add further information to my complaint. 

In addition to the repeated cancellation of my withdrawal requests without my authorisation, I have also attempted to contact the casino multiple times via email and support channels. Despite these efforts, I have not received any response or meaningful assistance. 

This lack of communication is extremely concerning, especially given the ongoing issue with my withdrawals being cancelled incorrectly. I have made genuine attempts to resolve this matter directly with the casino, but have been unsuccessful due to their lack of response. 

I have now submitted another withdrawal request and will leave it pending without any account activity, as advised. However, I would like it noted that previous withdrawals were not delayed but repeatedly cancelled without my consent. 

I would appreciate this being taken into consideration, as I have made every effort to resolve this fairly and directly. 

Thank you.

Dear Sugarplum1911,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi, there is no new developments, the issue is still unresolved.

thank you

Dear Sugarplum1911, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

Dear Sugarplum1911,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru