OnlySpins Casino - El retiro del jugador se ha retrasado debido a una confusión con su cuenta.

Hello. This is the situation:

I made a withdrawal request on Friday, May 22, 2026 at 5:20 PM. I asked when the withdrawals would be paid and was told that within three days of the business day following the withdrawal request. Oh well. I've been waiting for this.

Then I received an email on Tuesday 26.5.2026 with 20 free spins for me. I went into the chat and asked how I got the bonus when I previously understood that you can't get a bonus if you have a pending withdrawal request. The customer service person in the chat said that sometimes the system puts these in. I asked if I could play them without affecting the withdrawal request? The answer was: Yes. You can play the free spins without worrying and they won't affect the pending withdrawal request.

Well, I went and played. I immediately received a notification that my withdrawal had been canceled. Of course, I finished the free spins and still happened to win 120 times the bet, or €12. I went into chat and asked why they lied to me that playing the spins wouldn't affect the withdrawal request? The answer was: Sorry for the unclear customer service. Make a new withdrawal request and we will process the matter as soon as possible.

Well, I want to make a new withdrawal request, but that's not possible because the bonus is active. So I rejected these €12 bonus money and made a withdrawal request. I went to the chat and said that I did as requested. The answer was. Thank you for making the withdrawal request, but since you canceled the withdrawal and made a new withdrawal request, the processing time starts over and we aim to pay the withdrawal within 3 business days from the business day after the withdrawal.

I said I didn't cancel the withdrawal but it was cancelled by them because I played the spins and the customer service said it didn't affect. The next explanation was a technical error in their service. They again apologized for the trouble and said they couldn't refund the bonus money because I cancelled it myself and that your withdrawal request will be processed again within three days from the next business day. So now I'm waiting for a withdrawal for over a week and I've done everything this casino has asked for.

Today, May 28, 2026, I received free spins in my account again "by chance" without a bonus request. I will definitely not activate them, because they will definitely cancel my withdrawal again. Although I believe they will cancel it anyway and claim a technical error.

Hei. Tällainen tilanne:

Tein kotiutuspyynnön perjantaina 22.5.2026 klo 17:20. Kysyin milloin kotiutukset maksetaan ja sanottiin että kotiutuspyynnön jälkeisestä arkipäivästä kolmen päivän sisällä. No niin. Olen sitä tässä odotellut. 

Sitten sain sähköpostia tiistaina 26.5.2026, jossa oli 20 ilmaiskierrosta minulle. Menin chattiin ja kysyin että miten minulle tuli bonus kun ymmärsin aiemmin ettei voi saada bonusta jos on odottava kotiutuspyyntö. Asiakaspalvelija chatissa sanoi, että välillä järjestelmä näitä laittaa. Kysyin että voinko pelata ne ilman että vaikuttaa kotiutuspyyntöön? Vastaus oli: Kyllä. Voit huoletta pelata ilmaiskierrokset eivätkä vaikuta odottavaan nostopyyntöön. 

No menin ja pelasin. Saman tien tuli ilmoitus että kotiutukseni on peruttu. Pyöritin ilmaiskierrokset tietysti loppuun ja satuin vielä voittamaan 120 kertaa panoksen eli 12€. Menin chattiin ja kysyin että miksi he valehtelivat minulle ettei kierroksien pelaaminen vaikuta kotiutuspyyntöön? Vastaus oli: Pahoittelut epäselvästä asiakaspalvelusta. Tee uusi nostopyyntö niin käsittelemme asian mahdollisimman pian. 

No minä tekemään uutta nostopyyntöä, niin sehän ei ole mahdollista, koska aktiivinen bonus. Hylkäsin siis nämä 12€ bonusrahaa ja tein nostopyynmön. Menin chattiin ja sanoin että tein niinkuin pyydettiin. Vastaus oli. Kiitos että teit nostopyynmön, mutta koska peruit noston ja teit uuden nostopyynnön lähtee käsittelyaika alusta ja pyrimme maksamaan noston 3 arkipäivän kuluessa noston jälkeisestä arkipäivästä lukien. 

Sanoin etten perunut nostoa vaan se peruttiin heidän toimestaan, koska pelasin kierrokset ja asiakaspalvelija sanoi ettei se vaikuta. Selitys seuraavaksi oli tekninen virhe heidän palvelussaan. He taas pahoittelivat vaivaa ja ilmoittivat etteivät voi palauttaa bonus rahoja, koska peruin ne itse ja että nostopyyntösi käsitellään taas kolmen päivän kuluessa seuraavasta arkipäivästä. Eli nyt sitten odottelen kotiutusta yli viikon ja olen tehnyt kaiken niin kuin tämä kasino on pyytänyt. 

Sain tänään 28.5.2026 jälleen "sattumalta" ilmaiskierroksia tililleni ilman bonuspyyntöä. En missään nimessä tule niitä aktivoimaan, koska tulevat perumaan nostoni varmasti uudestaan. Tosin uskon että peruvat joka tapauksessa ja vetoavat tekniseen virheeseen.

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.

Dear Jibboni,

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.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Could you please attach a screenshot of your pending withdrawal?

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,

Attila

I haven't received any withdrawals from Onlyspins casino before.

KYC says there is no need to do it and I asked if I could send some information as a precaution and they said everything is fine.

En ole saanut yhtään kotiutusta Onlyspins kasinolta aiemmin.

KYC ilmoittaa ettei ole tarvetta tehdä ja kysyinkin voinko jo lähettää varalta tietoja ja vastasivat että kaikki on kunnossa.

Hi. They cancelled my withdrawal again as I expected. They have been so reluctant to tell me about my withdrawal that I knew this would cause problems. I hope you guys are taking this seriously because there have been many similar experiences.

Hei. He peruuttivat kotiutukseni jälleen niin kuin arvasinkin. He ovat olleet niin haluttomia kertomaan kotiutuksestani, että tiesin tästä tulevan ongelmia. Toivottavasti te otatte tämän jo vakavasti koska samoja kokemuksia on jo useita.

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

there is few conversations from chat.

The situation is still ongoing (day number 12 from the first withdrawal attempt). Today would be the day when, according to their rules, the last processing day would be (the third full weekday). Of course, they didn't pay, which I'm not surprised about at all. Again, the same nonsense and "money coming soon" messages in the chat. Now I'm pretty sure I won't get my money at least this week, if ever. I'm really disappointed with this casino and even Casino Guru, as they had rated the casino as so good and safe. They didn't even give me the name of the licensee or contact information so that I could make an official complaint about this delay to them as well. They just kept asking me to send feedback to support@onlyspins .,com even though I specifically asked for the contact information of the licensee. A really suspicious casino and those many other similar experiences add to the confirmation that this casino will not be popular with anyone. Here is another chat conversation from this week.

Tilanne jatkuu edelleen (päivä numero 12 ensimmäisestä kotiutus yrityksestä). Tänään olisi jälleen se päivä milloin viimeistään olisi heidän sääntöjensä mukaan viimeinen kösittelypäivä (kolmas täysi arkipäivä). Eivät tietystikään maksaneet, josta en ole siis ollenkaan yllättynyt. Chatissa jälleen samoja latteuksia ja "rahat tulevat ihan pian" viestejä. Nyt olen aika varma etten tule saamaan rahojani ainakaan tällä viikolla, jos koskaan. Olen todella pettynyt tähän kasinoon ja jopa Casino Guruun kun oli arvostellut kasinon niin hyväksi ja turvalliseksi. Eivät luovuttaneet edes lisenssin myöntäjän nimeä saatikka yhteystietoja, jotta olisin tehnyt virallisen valituksen tästä viivästyksestä myös heille. Pyysivät vain aina lähettämään palaute osoitteeseen support@onlyspins.,com vaikka nimenomaan pyysin lisenssin myöntäjän yhteystietoja. Todella epäilyttävä kasino ja nuo useat muut samanlaiset kokemukset lisäävät vahvistusta siitä, ettei tämä kasino tule olemaan kenenkään suosiossa. Ohessa taas yksi chat keskustelu tältä viikolta.

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, Samuel (samuel.s@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,

Attila

Dear Jibboni,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from OnlySpins Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear OnlySpins Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear All,

We would like to clarify that according to our system logs, the processing delays were primarily due to multiple withdrawal requests being cancelled and re-submitted on the account.

Finally, a new withdrawal request was submitted on May 31st, which was successfully processed and fully paid out from our side on June 5th.

While we understand that you found the waiting time longer than expected, please be advised that standard account reviews and verification procedures may precede the fulfillment of any payout. Furthermore, as outlined in Clause 6.14 of our General Terms and Conditions:

"6.14: The Company reserves the right to make payments according to individual schedule, set the minimum and maximum amount per one transaction and the time for this transaction, which may differ depending on the withdrawal method, your account level or other relevant factors."

Thank you for your understanding.

Best regards,

Onlyspins Casino Team

Hello everyone,

thank you for the update.

Dear OnlySpins Casino,

thank you for the clarification regarding the withdrawal history and for confirming that the latest withdrawal request was processed and paid out on June 5th.

Dear Jibboni,

thank you for your patience throughout this process. Could you please let me know whether you have now received the payment and whether everything is proceeding as expected from your side? Please keep me updated on any further developments so I can assess how we should proceed with the complaint.

Thank you both for your cooperation.

Dear Jibboni,

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.

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,
Samuel
Casino.Guru