The player from Germany wanted to close her account at the casino due to poor game performance and a lack of a deposit limit. Despite emailing the casino five days prior and following up daily, she received no response and found live chat support unhelpful. The Complaints Team intervened, and after communication with the casino, it was confirmed that her account had been closed on February 17th, 2025, following her request made on February 8th. The issue was resolved as the account closure was acknowledged, and no refunds were available as no deposits were made within the specified period.
AllySpin Casino - Player's account closure request is ignored.
Amount: ??
AllySpin Casino
Safety Index:HighSafety Index
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8.6
AllySpin Casino has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
Translation
Hello
I registered at this casino last week. I noticed that the games there don't work properly like in other casinos, zero chance of winning. And because they don't offer a deposit limit and I don't like this casino, I asked for my account to be closed. I wrote the first email 5 days ago, no response. Since then I've been writing every day asking them to close my account. The live chat doesn't want to help and just says I should wait for an email. Even though I told them that my email request has been ignored for 5 days. They don't care what reason you want to close your account, because of a deposit limit, gambling addiction or whatever, it is simply ignored. If you are in the live chat the conversation is simply ended. I just want you to close my account
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Head of Complaint Resolution Center
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4 months ago
Dear Gretche70,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
When requesting self-exclusion, it’s important to clearly state the reason for your request and specify the duration of the exclusion. Additionally, make sure that the email subject is clearly marked so that casino support can easily recognize and prioritize it, as they handle numerous requests daily. A well-structured request increases the chances of your exclusion being processed promptly.
Here’s an example of how your email could be structured:
Email Subject: Self-Exclusion Request
Player’s Information:
First Name:
Last Name:
Date of Birth:
Casino Login:
Email Address:
Email Body:
"Dear AllySpin Casino,
I am writing to formally request my immediate self-exclusion from your casino and to stop receiving any gambling-related marketing materials for a minimum period of [xxx months/years or lifetime]. The reason for my decision is [state your reason clearly, e.g., concerns about gambling habits, financial reasons, etc.].
I acknowledge that I will not be able to revoke this self-exclusion during the agreed period and that it cannot be lifted before the end of the specified term."*
Please send your request to [email protected] and CC me at [email protected] so I can stay updated on your case. If the casino offers alternative contact methods, such as live chat or WhatsApp, I recommend trying those as well. Be sure to save screenshots of all relevant communication.
Please keep me informed about any further developments.
Best regards,
Petronela
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4 months ago
Translation
Hello
I have now sent another email with the content you suggested. I have also forwarded this email to you, as well as the last chat history in the live chat
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4 months ago
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There was no response to this email either, but I can still log into my account.
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4 months ago
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Still no response to my email and I can still log in
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Head of Complaint Resolution Center
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4 months ago
Hi Gretche70,
Thank you for sending the self-exclusion request on February 8th. Have there been any developments since then? Did the casino respond or take any action on your request?
Let me know so I can assist you further.
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4 months ago
Translation
Hello
No response to my email and I can still log into my account. In the live chat they just say daptddp self-exclusion only works via email. Unfortunately you don't have a chance to reply because they just close the chat
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Head of Complaint Resolution Center
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4 months ago
Thank you very much, Gretche70, for providing all the necessary information. I will now transfer your complaint to my colleague, Matej ([email protected]) who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.
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Casino Analyst & Complaint Specialist
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4 months ago
Hello Gretche70, nice to meet you!
My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.
I’d like to invite a representative of AllySpin Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence. Sensitive information can be sent directly to my e-mail at [email protected].
Thank you for your patience and cooperation in advance.
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Casino Analyst & Complaint Specialist
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4 months ago
I have just received an e-mail stating that the casino has closed the account.
Dear Gretche70, could you please confirm if you have deposited any money between 08/02/2025 until today?
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4 months ago
Translation
Hello
I'm wondering why I have to file a complaint to have my account closed. To date, I have not received a response from this casino. I wrote on February 4th, 5th, 6th and 7th asking them to please close my account. These emails were simply ignored and my request was also ignored in the live chat and they simply ended the chat. I still have these emails saved. On February 8th, I sent the last one, just as you had written it. Despite this, I still deposited a total of 105 euros from February 5th to February 7th, of which I took a screenshot. I have not deposited anything since February 8th.
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Casino Analyst & Complaint Specialist
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4 months ago
Thank you for the confirmation.
I agree that lack of response on the casino's side is not looking good, and replies to inquiries and requests should always be made in due time. I have asked the casino representatives for a statement, as there may be a reasonable explanation for the current situation.
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4 months ago
Translation
This casino will never give an explanation because they don't have one. They intentionally don't close accounts so that players keep depositing. Like me
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Casino Analyst & Complaint Specialist
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4 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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4 months ago
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The casino doesn't even respond here. In my opinion, the worst support, no response to emails, just unfriendly in live chat. Support is very important in a casino, but with them, all that matters is that you deposit.
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Casino Analyst & Complaint Specialist
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4 months ago
I have got in contact with the casino representative, and they are looking into this matter for us. Please, bear in mind there was a huge iGaming conference in Dubai this week (that just recently ended), so many people were travelling and were out of office.
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4 months ago
Translation
What I don't understand is that you have contact with the casino but it isn't shown here. Am I not allowed to read for myself how the casino reacts to this? So I have to rely on what you tell me, what the casino tells you????
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Casino Analyst & Complaint Specialist
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4 months ago
There is nothing shown here, as there is nothing to show as of yet. All I got is a contact for one of the managers, who ensured me the casino team is looking into this, and will let us know of their findings.
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Casino Analyst & Complaint Specialist
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4 months ago
I have received an e-mail response from the AllySpin Casino team:
"We would like to inform that as player only informed regarding the gambling addiction on 8th February 2025.
After that there was no deposits made (attached). And the account was closed on 17th of February 2025. Hence, no refund can be provided as per our terms and conditions which player had accepted when creating her account on our website:
6.6.2 :- No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.
Therefore, according to the aforementioned article, there is no refund available for your account.
We would wait for your update. Thank you!
Best regards,
AllySpin team"
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4 months ago
Translation
Oh, I see, because I only wrote on February 8th that I wanted to close my account because of gambling addiction, my account was only closed on February 17th??????? And only because I also submitted a complaint here, otherwise the account would still be open today. On February 4th I wrote for the first time that I wanted to close my account. Then I got 4 more emails saying that they take advantage of a player being addicted to gambling so that they keep depositing. In the live chat you get kicked out, even though I brought up the topic there that they don't close the account on purpose so that you keep depositing. You were simply ignored, but the casino can't comment on that? I hope no more people who suffer from gambling addiction register there, because as you can see, it is ignored if you want to close your account.
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Casino Analyst & Complaint Specialist
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4 months ago
I was hoping the casino would react to this situation and give us some kind of explanation, but it seems that is not happening. And since the account has been successfully closed and there are no outstanding deposits to be refunded, I will now close this complaint as 'resolved'.
Dear Gretche70, thank you for your cooperation in this matter. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
Best regards,
Matej
www.kpvfaw.com
