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Dear Casino Guru Team,

I am writing to formally lodge a complaint against AllySpin Casino due to significant delays in my withdrawal processing and unreasonable handling of KYC verification, which has stalled my funds for over two months.

Previously, I have successfully deposited, played, and withdrawn funds from AllySpin without any issues. However, on January 16, 2026, I won a substantial amount in a single session. Following this win, AllySpin suddenly required me to complete KYC verification again, despite prior successful transactions. My withdrawal request was left pending for a full 3 weeks before they even notified me of the KYC requirement.

Since then, the process has been extremely slow and frustrating:

They repeatedly request the same documents over and over (e.g., proof of identity, address, and ownership of payment method), claiming they are insufficient or need re-verification, even after I've resubmitted high-quality scans multiple times.

Communication is glacial; responses to my support tickets take days or even weeks, with generic replies that do not advance the issue.

No clear timeline or explanation has been provided for the delays, and it feels like the process is intentionally stalled to avoid payout.

This has caused me considerable stress and financial hardship, as the funds are rightfully mine from legitimate play. I have attached all relevant screenshots of my account history, withdrawal requests, support tickets, and submitted documents for your review.

I kindly request your intervention to mediate with AllySpin, escalate this matter, and ensure prompt processing of my withdrawal. Without your assistance, it seems the issue will not progress.

Thank you for your support. I look forward to your prompt action.

Best regards,

Jarno J.

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Was your account fully verified before this win, or did the casino only allow withdrawals without a full KYC previously?
• When did you submit the most recent documents to the casino for verification?
• Have any of the documents already been approved, or are they all still pending?
• Has the casino specified any particular reason why your documents are considered insufficient?
• When was the last time the casino responded to you, and what did they say about the current status of your verification or withdrawal?
• What types of games did you play to achieve your substantial win?

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

Veronika

Hello Veronika,

Thank you for your message.

It is actually probably the first time that the casino has required me to complete full KYC verification. I have successfully made several withdrawals in the past without such a request.

I submitted the most recent documents around February 19 and asked them to proceed with the verification or I would have to file a complaint. Some of my documents have been approved before, but since then they have repeatedly asked for the same ones again, and sometimes even new ones in addition.

The last time I heard from the casino was on February 18. My winnings came from online slot games by Relax Gaming.

Additionally, it feels like the casino is deliberately making the process more complicated and slow, possibly hoping that I would end up playing my funds instead of completing the withdrawal.

Also, since I have made my deposits using cryptocurrencies, it sometimes seems that they themselves are not entirely sure what exactly they require for the KYC verification process...

Best regards,

Jarno J.

Hello again,

Here is an update on the AllySpin KYC situation. After logging into my AllySpin account, I can see that the same documents are being requested once again, without any explanation as to why the previous submissions were not accepted and without any response to my emails regarding this matter.

Could you please kindly assist me with this issue and help clarify why the documents are being repeatedly requested and why I have not received any reply? Thank you in advance for your help.

Best regards,

Jarno J

Dear Japeuo

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,

Veronika

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 all,

Thank you for contacting us.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Allyspin team

Dear AllySpin Casino,

We will be waiting for your update.

Thank you for your cooperation.

Dear Japeuo,

Thank you for the patience.

We kindly inform you that your account is now verified.

Kind regards,

Allyspin.

Thank you for verifying my account. Could you please explain why my withdrawal is still pending? Since I am only able to withdraw 500€ at a time, I would also like to know how long it will take before the full amount is paid out.

I expect a clear answer without further unnecessary delay.

Dear AllySpin Casino,

Could you please provide us with an update on player's withdrawals?

Thank you.

Dear Japeuo,

Thank you for the patience.

We kindly inform you that your first withdrawal has been successfully completed, and the pending withdrawal will be processed soon.

Kind regards,

Allyspin.

Do you have any other reason for keeping payments in pending status for a week or longer, other than just because you can? Another €500 withdrawal has now also been pending for a week, which means it would take at least 2–3 months to withdraw the full amount at this pace. Is this reasonable?

Dear Japeuo,

Could you please clarify, how much you are recieving weekly, and how much is still left to withdraw at the moment?

Thank you.

The withdrawal is always pending for one week before it is paid out, the maximum withdrawal is €500, and there is still €2,500 left to withdraw.

Dear Japeuo,

Please notify me, when you receive update in your withdrawal process.

Dear Japeuo,

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.