Tema general sobre OnlySpins Casino (página 3)

Thank you for your response.

Could you please update the summary of my complaint by removing "Ireland" and replacing it with "France"?

I never played using a VPN and am concerned OnlySpins might use this incorrect information against me.

All my activity was legitimate from France.

Thank you for your help.

Guys, you don't need to use a VPN. If someone wants to file a complaint, simply adding the direct link from the website is perfectly sufficient. This option is available to everyone when opening a complaint.

Leute man muss kein VPN verwenden. Wenn jemand eine Beschwerde einreichen möchte, reicht es völlig aus, den direkten Link von der Website hinzuzufügen. Diese Option steht jedem zur Verfügung wenn man eine Beschwerde öffnet.

If it's not possible to access CasinoGuru from France, a VPN is absolutely necessary.

Otherwise, for online casinos, it's not necessary to use a VPN, since they all have mirror sites that work in France. OnlySpins works perfectly for me; I've never needed to use a VPN.

Si, depuis la France, ce n’est pas possible d’accéder à CasinoGuru. Il faut absolument un VPN.

Sinon, pour les casinos en ligne, il n’est pas nécessaire d’utiliser un VPN, puisqu’ils ont tous des sites miroirs qui fonctionnement en France. Sur OnlySpins cela fonctionne chez moi sans problème, je n’ai jamais eu besoin d’utiliser un VPN.

I’m going through exactly the same thing. OnlySpins does pay — very slowly, admittedly — but I think it’s reliable (at least, I hope so). You really have to be patient and keep following up with them.

I know it’s uncomfortable and honestly very annoying to have to chase them every day, but unfortunately you shouldn’t give up and you should keep all the evidence.

One piece of advice: don’t play again, keep your winnings and continue communicating with OnlySpins by email until you get paid.

Situations like this are always stressful, especially when you’ve already submitted so many documents and just want some clarity. It does sound like a lot of it comes down to address verification and internal review delays. Hopefully now that everything is under manual review, things will finally move forward.

Fingers crossed it gets resolved soon 🤞.

I am unable to update it, as I am not in complaint team. In any case, be sure to write to Petra and she will take care of it so that you can avoid further inconvenience.

I hope everything turns out well.🙂

Casino: OnlySpins

Amount Disputed: 1,400 EUR

Problem: Withdrawal Delay & KYC Verification Issues

Description:

"I am writing to file a complaint regarding my withdrawal of €1,400 which has been pending since March 17, 2026.

I have already submitted all required documents for verification, including my ID (front and back), a face ID check, and the official Bank Statement (original PDF format) from the National Bank of Greece, clearly showing my full name (THOMAS VALAIS), address, and the IBAN ending in 0387.

Despite providing the correct documents multiple times, my verification has been rejected 3 times with vague excuses. I have contacted Live Support multiple times, but they only provide generic apologies and claim that the Finance Department is 'working on it.' It has been 13 days, and my account is still 'Under Review' while my withdrawal remains unpaid.

I am requesting your assistance to ensure the casino verifies my account and processes my withdrawal immediately."

Have they explained exactly what the reason for those rejections was?

Usually, live chat has no information about such issues, but the support should contact you by email with the explanation.

Please also check the spam folder in your email and let us know if you got any messages from them.

"Hello,

Thank you for taking my case. I would like to clarify some important details regarding my account at OnlySpins Casino.

During registration, I mistakenly used a nickname instead of my legal name and an email address I no longer have access to. However, I want to emphasize that:

All deposits were made from my personal bank account (IBAN) which clearly shows my real name.

I have already provided the casino with my ID/Passport and official Bank Statements that prove I am the owner of the funds.

My verification (KYC) has been rejected 3 times without a specific explanation, even though I have provided all the correct documents.

I am attaching the screenshots of the deposits and my ID to this thread for your review. I am seeking your help to have the casino manually verify my identity and process my withdrawal of €1,400.

Thank you in advance for your assistance

Please be really careful what you post here, as this is a public forum, and it is not very safe to post screenshots with personal information.

Have you contacted the support of the casino to change your name on this account and provide the new email address you actually use now?

These steps are really important to do right away when you notice the mistake, because otherwise the casino may not verify your account, you know.

Yes, of course, I have told them via email and they are not doing it for me. They keep telling me that I have to send from the email I have registered in the account, even though I have explained it to them in every detail. I don't know what else to do. I have been trying for 15 days with this issue and I don't know if I will get my money.

Ναι φυσικά και τους το έχω πει μέσω email και δεν μου το κάνουν μου απαντάνε συνεχώς πως πρέπει να στείλω από το email που έχω καταχωρίσει στον λογαριασμό ενώ τους έχω εξηγήσει με κάθε λεπτομέρεια,δε ξέρω τι άλλο να κάνω προσπαθώ 15 μέρες με αυτό το ζήτημα και δεν ξέρω αν θα πάρω τα χρήματα μου

Let's see what our complaint team can achieve here, then.

Thank you very much, I will wait, whatever information you still need I can give you.

I begged them to close my account because i m really addicted and i ll kill myself . Finally they did 1 week later and they reopened it 2 months later without my permission with different bonuses so finally i played again yesterday and i lost 1000€ and i m in panic 😢 should i write to curacao ? They must give me my money back. This is really illegal

I'm really sorry for your situation.

Please submit your complaint here, and hopefully our team will be able to help.

Also, if you need some help to get everything under control, please know that as part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

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Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino Guru website as well.

I requested the withdrawal on the 26th and it has been more than 8 days without it being approved, even though the casino itself indicates that the approval time is 3 to 5 days.

The casino simply repeats the responses, indicating that it is "in process", "in final processing queue", or that it will be completed "any time now", but without providing any specific date.

I have been informed that the withdrawal is still active and that there is no problem with my account, which makes the lack of progress even more worrying.

Furthermore, chat support redirects me to email for more information, but I receive the exact same responses via email without any additional details.

I consider this a lack of transparency, as the estimated time indicated by the casino has clearly been exceeded.

Could it be due to the Easter holiday, though?

Does it mean that your account is already verified, right?

Please let us know how it goes, and if you see no movement, our complaint team will try to help.

It's been more than 10 days already. Even though it's vacation, they shouldn't take this long.

My account is already verified. Even support confirmed that my account has no outstanding information required.

Our complaint team will start to investigate this situation whenever possible, so please stay patient, and if you have any news, please come forward at any time.