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I requested a payment of €300 on January 30, 2026.

The status has since been marked as "completed".

My bank has confirmed in writing that no payment has been received.

For over 14 days, I have only received the information from live support that my request has been "forwarded to the responsible team".

I have not yet been given a SEPA reference or a specific transfer date.

I request clarification, either through a renewed payment or by providing valid proof of payment.

Ich habe am 30.01.2026 eine Auszahlung in Höhe von 300 € beantragt.

Der Status ist seitdem als „abgeschlossen" markiert.

Meine Bank hat schriftlich bestätigt, dass keine Zahlung eingegangen ist.

Seit über 14 Tagen erhalte ich vom Live-Support lediglich die Information, dass meine Anfrage „an das zuständige Team weitergeleitet" wurde.

Eine SEPA-Referenz oder ein konkretes Überweisungsdatum wurde mir bisher nicht mitgeteilt.

Ich bitte um Klärung, entweder durch erneute Auszahlung oder durch Vorlage eines gültigen Zahlungsnachweises.

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 Harrypotter,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello,

Yes, I have already made several payments.

Everything should be verified since I've already made many payouts.

No bonus active

Hallo,

ja ich habe bereits öfters ausgezahlt.

müsste alles verifiziert sein da ich ja schon oft ausgezahlt habe

keinen Bonus aktiv

Thank you for your reply, Harrypotter. Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed? Which payment method have you opted for to withdraw your winnings? Was it the same one you used in the past?

Hello, my last payment was on January 30, 2026, and always the same payment method, i.e., bank transfer.

Hallo, meine letzte auszalung war am 30.01.26 und immer die gleiche Auszahlungsmethode also Überweisung.

Could you please attach a screenshot of your withdrawal history in this thread so we can review it?

Additionally, please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

Hello Harrypotter,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina 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 Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Harrypotter,

I apologize for my late response. Has there been any news since your last message, please?

Hello, no, you still haven't sent me the money. I urgently need your help to finally get the 300 euros.

Best regards

Tom Ö***

hallo nein sie haben mir das geld immernoch nicht geschickt bitte dringend um ihre hilfe das die 300 Euro endlich mal kommen.

Mit Freundlichen Grüßen

Tom Ö***

Could you share the confirmation of the payment with me or post it here? Do I understand correctly that you requested the withdrawal to a different bank account?

Please forward the confirmation that the payment was processed to another bank account to me. My email address is kristina.s@casino.guru, or post it here. Thank you.

Hello Harrypotter,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina 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 Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Harrypotter,

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, Mirka (miroslava.d@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,

Kristina

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite AllySpin Casino representative to join this conversation.

Dear AllySpin Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Harrypotter,

Thank you for reaching out to us.

We are sorry to hear about your frustration.

Please be informed that we forwarded the case for further review and will contact you with further information as soon as possible.

We thank you for your understanding.

Kind regards,

AllyspinCasino Team

Dear AllySpin Casino,

We will be waiting for your update.

Thank you for your cooperation.

Dear Harrypotter,

Thank you for your patience.

After further investigation of your claim we would kindly like to inform you that the payment in question has been successfully complete and send to DE73****4102.

Furthermore, please be informed that this withdrawal request was requested by you on your account and was not a manual withdrawal request. That means that you entered your IBAN when requesting your withdrawal.

We hope this helps to clarify the case for you.

Kind regards,

AllyspinCasino Team

Dear AllySpin Casino,

Please send me explanation of the process of requesting a withdrawal to a bank account, along with for example screenshots, that would confirm it to miroslava.d@casino.guru. If there is evidence, that would confirm, this player inserted this specific IBAN, please also attach it.

Thank you.

Dear Mirka,

Thank you for your reply.

We would kindly ask you to clarify your request.

1. When a withdrawal is requested by a player he is choosing which IBAN he would like to send his withdrawal to. We are not entering the IBAN for the player.
2. In case a manual withdrawal is requested, the player is asked via email to provide his bank details. However, the withdrawal request in question was requested by the player via his account.

Hence, we do not have any influence on which IBAN a player is choosing for his withdrawal requests.

The Withdrawal in question has been successfully complete, that means that we completed the order of the player.

We would suggest that the player reviews his bank accounts in order to locate his payment.

We hope this helps to clarify the case.

Kind regards,

Allyspin Casino Team

Yes, they should withdraw it and send it to my correct IBAN.

Ja die sollen es zurückziehen und an meine richtige iban schicken

Thank you for your reply, AllySpin Casino.

Please send me screenshot from the system, that would show, how withdrawal is requested, and IBAN for withdrawal entered.

Since proof how this specific withdrawal in question has been requested cannot be proven at the moment, please send me supporting evidence, that shows, what the general withdrawal environment looks like.

Thank you.

Dear All,

Thank you for your patience.

Please be informed that we requested further proof in this case from the relevant department and will provide you with further information as soon as possible.

We thank you for your understanding.

Kind regards,

Allyspin Team

Dear AllySpin Casino,

We will be waiting for your update.

Thank you for your cooperation.

Dear All,

thank you for your patience.

After further consulting with the relevant department we would kindly like to inform that whenever the customer is requesting a withdrawal, they are redirected to a 3rd party payment processor, where they enter the details manually.

We do not have screenshots of what that looks like, however we would like to invite Harrypotter to provide us with the step by step screenshots of what they see when they attempt to withdraw.

Thank you for your understanding.

Kind regards,

Allyspin Casino Team

Dear AllySpin Casino,

After internal discussion we came to a conclusion, that the withdrawal should not have been paid out to a payment method (in this case a bank account), that hasn't been verified for example with a verification deposit.

It is a standard AML regulation in online casinos generally, that the ownership of a deposit or withdrawal method should be confirmed. Please specify, what is your AML policy, and how you are making sure that the withdrawal is being paid out to a rightful owner.

Although at this point we don't have enough evidence to confirm, which party caused the mistake in the bank account, we believe, that withdrawals shouldn't be paid out to an unverified payment method.

Please reconsider your decision, and credit the amount back to the player. If we are mistaken, and the bank account, to which you sent the withdrawal has been previously verified f.e. with a verification deposit, please clarify it, and provide evidence.

We would greatly appreciate it if you could provide steps leading to resolution, and evidence if needed at your earliest convenience. Thank you for your attention to this matter.

Dear Mirka,

Thank you for your reply.

Please be informed that we are currently discussing the case internally and see which information can be provided.

We will update as soon as possible about possible solutions in this case.

Dear Harrypotter,

We would kindly ask you to provide us with the screenshots of the withdrawal procedure in order to further investigate your claim.

We thank you for your patience and cooperation.

Kind regards,

Allyspin Team

Dear AllySpin Casino,

We will be waiting for your update. We would greatly appreciate it if you could provide clarification and steps needed for progress of the case at your earliest convenience. Thank you for your attention to this matter.

We are extending the timer by 7 days. If the casino fails to provide sufficient cooperation in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Mirka,

Thank you for your reply.

We would kindly ask for a little bit more patience until we finalize the internal investigation of this case.

We will provide further information as soon as possible.

We thank you for your patience and understanding.

Kind regards,

Allyspin Casino Team

Dear Harrypotter,

Thank you for your patience.

As a goodwill we added the amount in question of 300 EUR back to your account.

We would kindly recommend to always check the IBAN twice before entering it for a withdrawal request.

We thank you for your understanding.

Kind regards,

Allyspin Team

Thank you for the update, AllySpin Casino.

Dear Harrypotter,

Can you please confirm, that 300 EUR have been credited back to your account?

Dear Harrypotter,

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,

Mirka

Casino.Guru