AllySpin Casino - Povlačenje igrača je odloženo zbog problema sa verifikacijom.

Hello Casino Guru team,

I would like to file a complaint regarding an unresolved withdrawal from the online casino AllySpin (currently reachable via allyspin-1483.com).

I submitted my first withdrawal request on May 1st, and although a partial amount of €500 was paid out, the remaining €1000 is still pending due to verification requirements. Since then, I have uploaded all the requested documents, but the process is dragging on with no clear communication.

I didn’t even receive an email notification about the latest document request — I only discovered it by chance when I logged into my account. Even now, the site just says "additional document required" without explaining what exactly is missing.

I’m not trying to create unnecessary pressure; my hope is simply that this complaint will help speed up the process and that my issue is taken seriously. I am a VIP player at another casino and was hoping to have a similar experience here, but such long delays in payouts make that impossible.

Thank you for your help and support.

Kind regards,

Julian aka. RetroBombe

Dear RetroBombe,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

• Could you please advise which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Do you know if any of the documents were approved or explicitly rejected?
• Have you tried to communicate your issue to the casino support via live chat or email?

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, 

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Natalia,

Thank you very much for your response.

Yes, I fully understand the importance of the KYC process and I am happy to comply with all requirements. So far, I have already uploaded the following documents:

A selfie of myself

My ID card

A bank statement from my Jeton account (uploaded twice)

A selfie with the AllySpin website in the background

A document for address verification

The verification process officially started on May 4th, and most recently, the casino requested proof of a Jeton deposit made via credit card. I find this request unusual, as other licensed casinos I’ve played with were able to complete verification much faster without requiring this specific document.

I'm concerned that these repeated and vague requests are being used to intentionally delay the process, especially since I submitted my first withdrawal request on May 1st, and it has now been more than 10 business days without resolution.

I have contacted the casino multiple times via live chat, but I haven’t received any clear answers or timeline. I truly hope this complaint helps to move things forward and bring the matter to a fair and timely conclusion.

Thank you again for your support.

Kind regards,

Thank you very much for your reply, RetroBombe. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Hello Natalia, I've send you the last transcript per email.

The agent wrote in German so please don't hesitate to ask me if you don't understand something, I need to note that the agent's German is pretty bad and hard to understand even for me as a native.

I started the conversation in English, but the agent assured me that he speaks German and does not use a translation tool.

Dear Natalia,

I've send you another email with today transcript.

Now they want another document ( again like I said maybe the credit card information I used to deposit in Jeton Bank )

Please look at the Screenshots, I didn't received a email ( as promised from allyspin ) and there is again no information what I should upload.

I'll send you the next transcript soon per email

They were finally able to tell me what exactly they need.

Thank you very much, RetroBombe, for your cooperation. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear RetroBombe,

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 and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

Dear RetroBombe

Thank you for your patience.

In order for us to finish verification of your gaming account we would need you to upload transaction history of the card used to top-up your Jeton on 29/04/25 for 56EUR for April .

We hope this clarify the situation for you .

Best Regards

AllySpin Team

Dear allyspin, I've did it already 2 days ago.

AllySpin Team, have you received it? Does the player need to send the history again? Please inform us. Thank you

Hello Martina,

I just wanted to give you a quick update regarding my situation with AllySpin.

Today, I sent an email to both AllySpin's KYC department and general support, explaining the issue with the Revolut statement. I also attached the full Revolut support chat, which confirms that they are unable to provide a transaction statement showing the initiation date (April 29th) - only the settlement date (April 30th) is available in official documents.

( I've put you in CC )

I kindly asked AllySpin to confirm whether this would be sufficient or if they need an alternative document.

Hopefully this will help move things forward, but I'll keep you updated as soon as I receive a reply.

Thank you again for your help and support.

Best regards,

J***** *

Dear RetroBombe

Thank you for your cooperation.

Kindly be informed that we would need full Revolution Statement for April , we would kindly ask you to upload it.

Best Regards

Allyspin Team

Done already, thanks allyspin and I'm sorry for the inconvenience.

I didn't checked the date there was only one Jeton deposit with 56€.

I wouldn't have thought that Revolut does that.

@Martina

btw could you please keep my last name private, I didn't thought of that while writing lol

( I forgot that I write in a public forum and not an email ) I can't edit it no more

Thx

Thank you RetroBombe for the update

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

And regarding your name, I hit it, so no sensitve infomation is out there;)

Thanks everyone, today at 8AM I got the last 500€

The case can be closed, thank you Martina and thank you allyspin 🫶🏽

Wonderful! I'm so glad to hear that your money has arrived! I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Martina Bennett

Casino.Guru