OnlySpins Casino - El retiro del jugador se retrasa.

Good morning, I hope you can help me.

I'm having a problem with OnlySpins Casino. I want to withdraw €16,999. My withdrawal has been pending since November 11th. The casino sent me an email saying I should upload documents to my account, but my account says: "It looks like your account doesn't need to be verified."

I replied to their email stating that my account shows no verification is required, but Onlyspins is no longer responding.

Gute Morgen, ich hoffe Sie können mir helfen.

Ich habe eine problem mit onlyspins casino. 16999 euro möchte ich auszahlen. Meine Auszahlung seit 11 November immer noch ausstehend. Casino hat mir eine email geschickt und gesagt ich soll dokumente im account hochladen aber im account steht: es sieht so aus als ob dein konto nicht verifiziert werden muss.

Ich habe auf email geantwortet und gesagt das im account steht keine verifizierung erforderlich aber onlyspins antwortet nicht mehr

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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.

• Have you tried submitting your verification documents via email, as suggested by customer support?
• When was the last time the casino communicated with you regarding this issue?
• What types of games did you play?
• Did you accumulate your winnings with or without a bonus?

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.

I did not send my documents via email. The casino did not tell me which documents were required, and my account states that verification is not necessary without the option to upload documents.

The email from the casino was dated November 21st, and I have not received a reply to my email to this day.

I only played Zeus vs Hades and I didn't need to use the bonus because I won with real money.

Hallo Veronika.

Ich habe meine Dokumente nicht über E-Mail gesendet. Das Casino hat mir nicht gesagt welche Dokumente benötigt werden und in meinem Account steht dass eine Verifizierung nicht notwendig ist ohne möglich keit Dokumente hochzuladen.

Die E-Mail von Casino war 21 NOV und auf meine E-Mail kam bis heute keine Antwort.

Ich habe nur Zeus vs Hades gespielt und den Bonus müsste ich nicht verwenden weil ich mit dem Echtgeld gewonnen habe.

Dear batong

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, Martina (martina.b@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 batong,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite OnlySpins Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

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.

Hello Veronika,

I'm still waiting and so far there's been no change.

Hallo Veronika,

ich warten immer noch und bisher gibt es keine Veränderung.

Dear batong,

I got in touch with the casino and they wrote this:

We are currently experiencing technical issues that are preventing us from logging in and responding within the thread.

Could you please let the player know that in order to proceed with your withdrawal request, we are required to verify your account.Kindly provide a clear copy of a valid identification document (both front and back) along with a proof of address, such as a recent utility bill.Please reply to the email we have sent and attach the requested documents. Once received, the relevant department will review them, and we will provide you with an update as soon as possible. Thank you for your cooperation.

Kind regards, 

OnlySpins Casino Team 

Can you be so kind and send required documents according to casinos specifications?

Thank you so much in advance!

Hello Martina,

I sent the documents to the email address of onlyspins.

Hallo Martina,

Ich habe die Dokumente an die email von onlyspins gesendet.

Dear batong,

Thank you for the update!

Dear OnlySpins Casino,

can you please let us if you received players email and if there is anything else there is to submit?

Thank you

Message from OnlySpins Casino

If you could please inform the player once again that we need them to upload also Proof of Address of a utility bill that is not a mobile bill, also we need proof of deposit in a pdf format and proof of Crypto ownership. 

I uploaded the required documents to my account. However, a screenshot from my crypto app showing my name, email address, and home address isn't possible because that information isn't available in the app. I did take a screenshot showing my crypto address, which belongs to me and is the one I previously used for deposits.

Ich haben die geforderten Unterlagen hochgeladen im Account. Ein Screenshot von meinem Crypto App mit namen, E-Mails Adresse und Wohnadresse ist aber nicht möglich weil es solchen Daten in der Crypto App nicht geben. Ich habe einen Screenshot gemacht wo man meine Crypto Adresse sehen kann die mir gehört uns davon habe ich auch vorher eingezahlt.

OnlySpins Casino has some technical difficulties to post in this thread, so here it is:

If you could please inform the player once again that we need them to upload also Proof of Address of a utility bill that is not a mobile bill, also we need proof of deposit in a pdf format and proof of Crypto ownership. 

We will inform the player as well by email but if you could please reply on the forum on our behalf we would appreciate it. 

I have uploaded all the documents to the account.

Ich habe alle Dokumente im Account hochgeladen.

Dear batong,

If there is any update, please let me know. Thank you

Dear Martina,

We appreciate you staying in constant communication with the player while we addressed the technical issue.

Dear batong,

We received the required documents, the relevant department, will review it and provide an update at the earliest convenience.

Thank you for your patience and understanding.

Best regards, 

OnlySpins Casino Team

Dear batong,

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.

Dear batong,

Kindly note that you need to re upload the following documents:

• Please re-upload proof of address document in the form of household Utility Bill, Bank statement or any government issued doc, showing your name; current address and not older than 180 days in PDF.

• Please provide us with crypto ownership showing holder names.

• Please provide us with proof of deposits.

Kind regards,

OnlySpins Casino Team

I have uploaded new proof of address. I made an appointment at the local registration office and obtained an official registration certificate. An official registration certificate is listed among the accepted documents.

A screenshot from my crypto app showing my name, email address, and home address isn't possible because that information isn't available in the app. I did take a screenshot showing my crypto address, which I own and used for previous deposits. I use the Trustwallet app; you can verify this yourself. It only displays my crypto address, no other personal information.

I have now uploaded a screenshot of my crypto address for the second time. Please verify my account now.

Ich habe eine neuen nachweis von adresse hochgeladen. Ich habe extra termin bei der örtlichen Meldebehörde gemacht und eine offizielle Meldebescheinigung geholt. In der liste von akzeptierten Dokumenten ist eine offizielle Meldebescheinigung aufgeführt.

Ein Screenshot von meinem Crypto App mit namen, E-Mails Adresse und Wohnadresse ist aber nicht möglich weil es solchen Daten in der Crypto App nicht geben. Ich habe einen Screenshot gemacht wo man meine Crypto Adresse sehen kann die mir gehört und davon habe ich auch vorher eingezahlt. Ich verwende Trustwallet APP Sie können es selbst überprüfen dort gibt es nur crypto adresse, keine echte daten.

Ich habe zum zweite mal jetzt ein screenshoot mit meinen crypto adresse hochgeladen. Bitte bestätigen sie meinen account jetzt.

Dear batong,

We kindly inform you that we have receive the requested documents and we are currently reviewing your request in more detail. Rest assured, we will keep you updated as soon as there is any progress.

Thank you for your understanding and patience.

Kind Regards,

OnlySpins Casino Team

I've been waiting for my payment since November 11th. How is it possible that my documents still haven't been checked?

Ich warten seit 11. November auf meine Auszahlung. Wie kann es sein dass immer noch nicht meine Dokumente geprüft wurden?

When will I finally receive my money? They send me several attempts a week to get me to keep playing, but there has been no progress on my withdrawal since November 11th. It's all a tactic to keep players playing so they don't have to pay out.

Wann erhalte ich endlich mein Geld? Sie senden mir mehrmals pro Woche versuche um mich zum weiterspielen zu bringen aber für meine Auszahlung werden keine Fortschritte seit 11 November gemacht. Alles Taktik so lange bis spieler weiter spielt damit sie nicht bezahlen müssen

Dear batong,

Please re - upload proof of address document in the form of household Utility Bill, Bank statement or any government issued doc, showing your name; current address and not older than 6 months in PDF.

To verify your account, please re - upload the requested documents to our website. You can find the verification page, along with all the necessary documents, on your profile to complete the process.

Kind regards,

OnlySpins Casino Team

I specifically made an appointment at the local registration office and obtained an official registration certificate. An official registration certificate is listed among the accepted documents. Why is something else being required now?

I request clarification; this is the 4th document as proof of address that onlyspins rejects, even though it is clearly listed among the accepted documents.

They themselves say it's an official document issued by a government agency. That's exactly the registration confirmation I uploaded.

Ich habe extra termin bei der örtlichen Meldebehörde gemacht und eine offizielle Meldebescheinigung geholt. In der liste von akzeptierten Dokumenten ist eine offizielle Meldebescheinigung aufgeführt. Wieso wird jetzt etwas anderes schon wieder gefordert?

Ich bitte um Klarstellung, es ist das 4. Dokument als Adressennachweiß dass onlyspins ablehnt, obwohl es deutlich unter den akzeptierten Dokumenten aufgeführt ist.

Sie sagen selbst ein offizielles von einer Behörde ausgestelltes dokument. Das ist exakt die Meldebestätigung was ich hochgeladen hatte

Dear OnlySpins Casino, could you kindly provide further details on the matter? Thank you for your assistance.

Dear batong,

Please note that this document is required in PDF format. Once it has been re-uploaded as a PDF, we will move forward with your request.

Kind regards,

OnlySpins Casino Team

This document does not exist in PDF format; I had to pick it up in person at the city administration by appointment.

Why am I being misled now? I only have this document in physical paper form.

Dieses Dokument existiert nicht in PDF ich musste es persönlich bei der Stadtverwaltung mit Termin abholen.

Warum werde ich jetzt in die Irre geführt? Ich habe dieses Dokument nur als physisches Papier

Dear OnlySpins Casino,

I would like to kindly request that you consider accepting the document in a different format, as it is currently only available in its physical form. Thank you very much in advance for your understanding and assistance.

Dear batong,

Kindly note that in the government issued document, there is no signature and stamp on it. In order to accept this type of document a signature and stamp is necessary.

Alternatively you can provide us with proof of address:

• Utility bill ( gas, electricity, water, internet bill, without mobile phone bill)

To verify your account, please upload a clear, full-view document issued in the last 6 months. Make sure we can see your full name and address without any parts of the page being cut out.

Kind regards,

OnlySpins Casino Team

Hello, the document has a total of 3 pages. I only uploaded the first page, which is why it wasn't stamped. I've uploaded all 3 pages again to my account with a certified stamp and signature, and I'm also sending it here again for Casino Guru.

Could you please complete my verification now? I've been waiting since November 11th.

Hallo das Dokument hat insgesamt 3 Seiten. Ich hatte nur die erste Seite hochgeladen deswegen war dort kein Stempel versehen. Ich hab im Account nochmal alle 3 Seiten hochgeladen mit beglaubigten Stempel und Unterschrift und sende es hier auch nochmal für Casino Guru.

Können sie meine Verifizierung bitte nun abschließen ich warte seit 11 November

Dear batong,

Your account has been successfully verified.

You may now submit a withdrawal request at your convenience.

Kind regards,

OnlySpins Casino Team

Those are great news! Thank you very much OnlySpins Casino for the update!

Dear batong

Please keep me updated about the process. Thank you!

I would like to know when I will receive my payments? Nothing has been paid out so far.

Ich wüsste gerne wann ich Auszahlungen erhalte? Momentan wurde nichts bezahlt bisher

Dear OnlySpins Casino,

I would greatly appreciate it if you could provide us with an update regarding the status of the players' withdrawals. Thank you very much for your assistance.

Dear batong,

Kindly note that your withdrawal request of 500 EUR was successfully completed.

Additionally, your withdrawals request have been forwarded to the appropriate department, which will process the payment at the earliest opportunity.

Thank you for your patience and understanding.

Kind regards,

OnlySpins Casino Team

Thank you OnlySpins Casino Team for the update!

Dear batong, please keep me informed about the withdrawals. Thank you so much!

Dear batong,

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,
Martina
Casino.Guru

We have reopened this complaint at the request of Batong. Our intention is to give this case another opportunity for resolution, ensuring that both parties can arrive at a satisfactory conclusion.

The player has indicated that she still has a remaining balance to withdraw.

Dear batong,

Please keep us informed about the status of your withdrawal processing at the casino, ideally on a weekly basis. Thank you very much for your cooperation.

Onlyspins has stopped processing withdrawals and is not adhering to its own schedule and limits!!!

Payments outstanding since February 16th have not been processed and the monthly limit was exceeded in February!

Onlyspins hat aufgehört Auszahlungen zu bearbeiten und hält sich an eigene Zeitplan und Limits nicht!!!

Seit 16. Februar ausstehende Auszahlungen nicht bearbeitet und das Monatslimit wurde im Februar nicht eingehalten!

Dear OnlySpins Casino Team,

I would kindly like to ask you to provide clarification regarding the reason why the withdrawal process has been paused.

Your explanation will help us better understand the situation and move forward accordingly.

Thank you very much in advance for your cooperation.