AllySpin Casino - La retirada del jugador se ha retrasado.

Dear kwatasele31,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
• Which payment method to withdraw your winnings have you opted for? Was it the same one you used with your first withdrawal?
• Have you received any confirmation from the casino regarding successful verification?

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.

Best regards,

Kristina

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.

Good evening, here are all the photos you requested.

1 It has been in processing since May 29 after verification, while it normally has been since May 10.

2 I have chosen the same method as the first successful Visa withdrawal.

3 I have received confirmation normally.

Καλησπέρα σας εδώ είναι όλες οι φωτό που ζητήσατε.

1 Ειναι σε διεκπεραίωση από τις 29 μαϊου μετά την επαλήθευση ενώ κανονικά είναι από τις 10 μαϊου.

2 Έχω επιλέξει την ίδια μέθοδο με την πρώτη ανάληψη που ήταν επιτυχής Visa.

3 Έχω λάβει επιβεβαίωση κανονικά.

Thank you very much for your reply, kwatasele31. When was the last time you contacted the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear kwatasele31,

Thank you for reaching out to us.

We are very sorry about the delay and any inconvenience that might have caused.

We are working with the relevant department in order to process your request in a timely manner.

As soon as we have an update we will inform you.

Best regards,

AllySpin Casino Team

Dear kwatasele31,

I am happy to confirm that your withdrawals from 30/05, 11/06, 12/06 have been processed, and the money have been sent from our side.

The funds can take a few working days to appear in your account, however, this is subject to the payment method used and your bank standards.

You have currently one new pending withdrawal from 13/06, which will be possessed as soon as possible.

If you have any further questions please let us know.

Best regards,

AllySpin Casino Team

Dear kwatasele31,

All requested withdrawals until the 15th of June have been completed, and the money were sent from our side.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

You have currently three new requests which will be processed in a timely manner.

Best Regards,

Allyspin Casino Team

Hello everyone,

Thank you both for your replies.

kwatasele31, in this case, I recommend we give it a few more days. I will keep this complaint open until you confirm all your withdrawals have been successful. Please keep me informed about any further developments.

Dear kwatasele31,

All requested withdrawals have been completed, and the money was sent from our side.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

When this timeframe passes and the money does not appear in your bank account, please let us know to check it further.

Concerning the missing money from your card, we have requested by email the transaction history from your bank where the transaction of the missing funds occurred for verification.

Thank you in advance!

Best Regards,

Allyspin Casino Team

Dear kwatasele31,

The transaction history requested has to be in PDF form and not a photo.

This document should come directly from your bank, and it should not be converted in any way, and it should include the transaction history with the missing amount(99.96 euros) you are referring to.

Furthermore, if you are suggesting that none of the withdrawals from June were credited to your bank account, we will need the bank statements from the whole month again in PDF form in order to check with our provider.

Thank you in advance!

Kind regards,

Allyspin Casino Team

Dear kwatasele31,

We have informed the relevant department and it is investigating your request.

As soon as we have an update, we will let you know.

Kind regards,

Allyspin Casino Team

Dear All,

After a thorough investigation from the relevant department, there was no 3rd party detected at player's account.

Furthermore, similar IPs and games played during all June.

Please let us know if you have more questions.

Best regards,

AllySpin Casino Team

We are then waiting for the thorough check to be sent from you in pdf format so we can see the IPs on the day and time I was traveling and did not have access to the internet.. we are also waiting for a response which you avoided in the above message about how my card was intercepted since the only ones who had all the information were you when you requested it and I sent it to you for identification...

Περιμένουμε τότε να αποσταλεί ο ενδελεχής έλεγχος από μέρος σας σε μορφή pdf να δούμε και τις ip την ημέρα και ώρα που ταξίδευα και δεν είχα πρόσβαση στο διαδίκτυο.. επίσης αναμένουμε απάντηση την οποία αποφύγετε στο παραπάνω μύνημα για το πως έγινε η υποκλοπή της κάρτας μου αφού οι μόνοι που είχατε όλα τα στοιχεία είσαστε εσείς όταν τα ζητήσατε και σας τα έστειλα για ταυτοποίηση...

All you are doing is avoiding your responsibilities while my card and account have been compromised through your own fault.

Το μόνο που κάνετε είναι να αποφεύγετε τις ευθύνες που σας αναλογούν ενώ έχει γίνει υποκλοπή της κάρτας και του λογαριασμού μου με δική σας υπαιτιότητα.

Hello everyone,

Thank you both for your replies.

kwatasele31, regrettably, we do not handle matters related to cybercrimes. If your possessions have been stolen and subsequently misused, this falls under the jurisdiction of the police and your bank, rather than a mediator like us. Kindly recognize that we lack the legal authority and resources to conduct investigations or pursue prosecution of any potential culprits. Our perspective is that the responsibility for this crime lies with the individual who committed it, not with the casino. 

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.