The player from Italy had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. We acknowledged the player's complaint regarding the delayed withdrawal and advised patience while the casino processed the request. After the recommended timeframe elapsed without a response from the player, we were unable to continue the investigation and closed the complaint, noting that the player could reopen it in the future if desired.
AllySpin Casino - Withdrawal of player's winnings has been delayed.
Amount: €1,500
AllySpin Casino
Safety Index:HighSafety Index
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8.6
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
Public
Public
2 months ago
Translation
Good evening, I've been waiting for my 1500 euro win for a week and this morning the withdrawal was refused, I didn't do anything more, I've been communicating via live chat for a week, plus Imel always does the same things, they say to withdraw from my account to play, they're fast and to give the winnings they want it in the ass, how can I solve this problem since I don't have a telephone number for this game account (ALLYSPIN)?
Automatic translation:
Public
PR Assistant
Public
2 months ago
Dear giorgiocolaianni70,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Public
PR Assistant
Public
2 months ago
Dear giorgiocolaianni70,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
Public
PR Assistant
Public
1 month ago
Dear giorgiocolaianni70,
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.
Public
PR Assistant
Public
1 month ago
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,
Nick
www.kpvfaw.com
