AllySpin Casino - Igrački nalog je zatvoren.

Hello,

on the 16.11.2025 i created an Account on Allyspins, when i registered i just had to put an Email adress and a Password for my account, right after when i tried to deposit my money i got asked to put my personal details in order to continue.

The website was lagging hard and i had to press F5 to refresh the page a couple of times because i wasnt able to press at the freefield where to put my firstname, after 10 times of refreshing i accidently pressed on the Google Autofill form which my son uses for MMOPRG's and other browser games ( i told him to not put his real data for every weird website because the internet never forget and since he is 15 im scared of pedophiles too).

Anyway right after that i contacted the support and asked if it is possible to change the data in my account( i never was a user of allyspin before), after my explanation the live support and the email support told me i just should sent my documents which i did so they will change it right away without a big problem.

So i deposited some money and won with it like 2300€.

i waited and waited for them to change my details like they promised but they never did, then i tried to withdraw i got asked to upload my documents and all of a sudden my account gets closed saying the documents doesnt match my accountdetails even though i explained it right away to support and they promised it wouldnt be a problem....

Now they ignoring me straight even though i wait more then half a year for this promised changes..

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 your complaint. I’m sorry to hear about your negative experience with AllySpin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• When exactly was your account blocked?
• When exactly have you won in the casino?
• When exactly have you contacted support regarding your registration details? Was it before you deposited and played?
• Send further evidence to my email at tomas@casino.guru or post screenshots here.

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

Best regards,

Tomas

Great to here from you Thomas,

• My account got blocked 6 Days ago.

• The money was won mostly on 16. Nov. 2025

• The first time i did contact the Live Support was on the date of my registration right away i asked if i should create a new account but i got told i should contact the email support since the livesupport is not able to change personal Data, at this time i didnt saved the live chat transcript. They told me plenty of times that they already informed the Team for my case and that i shouldnt worry.

Since i didnt received a reply i contacted the Live support over and over again which always told me

everything will workout and i just should give some time for the operating team.

after about 1 month i contacted the Live support again because i was wondering why my case still didnt got reviewed. This time i saved the chat transcript because i already knew i probably get tricked since im not new to online gambling and witnessed a lot of scummy behave.

• i forwarded some of the email traffic which i had during this time at your emailadress also the chat transcript from the livechat also the email support said its not a problem that i should provide my ID and a Selfie via Mail so they can change the data..

Thanks for your reply.

According to the earliest communication you provided, you contacted the casino with a request in December with a request to change your personal information. Have you done so earlier, before playing? Has the live chat support assigned any ticket number to your request?

Have you asked the casino for live chat transcripts?

Please let me know.

I was busy the past days doing some family stuff.

I also sent some more Emails regarding this case where the Allyspin Email Support named " Diane" told me on 15th December that they would help me and they just need a selfie and a Picture of my ID which i sent over.

Yes i did contact the live support earlier like i mentioned above where they said they would contact the team regarding my personal data change, but at that moment is no verification required but knowing from other gambling websites i thought i still could see my old requests in the chatlog, or the transcript get sent to my Email.

Later on when i understand i get tricked i saved the chat transcripts which i sent to you per Email.

Dear Ahmedulla,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Ahmedulla,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite AllySpin Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear All,

Thank you for bringing this matter to our attention.

We are writing to let you know that we are currently investigating your case alongside the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution.

We will notify you as soon as we have further updates or a final outcome. Thank you for your continued patience in the meantime.

Best regards,

AllySpin Casino Team

Dear Alll,

Thank you for reaching out to us regarding this matter.

After consulting with the relevant department, we would like to clarify the reasons behind the action taken on this player's account.

Upon creating an account, all players agree to our Terms and Conditions. Under T&C 4.1, players are required to register using their own accurate, personal information—including their full legal name, address, and date of birth. During our verification process, the player submitted identification belonging to an entirely different individual (with a different name and date of birth).

Additionally, under T&C 5.3, players are required to supply requested verification documentation within 30 days. We initially requested documents from this player in November 2025, but they failed to provide them within the required timeframe, resulting in a second terms breach.

Because the player registered without using their own accurate, personal information and failed to complete the required verification process within the 30-day window, the account restrictions remain fully enforced in accordance with our regulatory and contractual obligations.

Please feel free to reach out if you have any further questions.

Best regards,

AllySpin Casino Team

Dear AllySpin Casino Team,

Thank you very much for the update!

I would kindly ask you to send the supporting evidence to my email address: martina.b@casino.guru.

Please rest assured that any evidence provided will be treated as strictly confidential and used solely for our internal assessment of the complaint.

Thank you very much in advance for your cooperation.

Dear Martina,

We have sent an email containing all the evidence gathered.

Please review the attached documents and information. If you require any further clarification or additional details, please let us know.

Thank you for your time and assistance.

Kind regards,

AllySpin Casino Team

Greetings, all.

Thank you, AllySpin Casino, for providing all the information and the evidence about this case.

Dear Ahmedulla,

Unfortunately, we are forced to reject your case, as the casino has provided us with the evidence that you have indeed violated the terms of the casino.

As you breached clause 4.1, and provided, as we believe, incorrect information documents to the casino, we are unable to help.

Please know that this kind of behavior we won't support in any case.