OnlySpins Casino - El retiro del jugador se retrasa y se bloquea.

Hey,

I won €7,000. €2,000 was paid out to me without any problems. After that, my withdrawals were blocked. Since then, I've never received any real information. Emails were just a lot of stalling. According to the website, verification wasn't necessary. Now I've finally received a message that I need to verify my identity. Everything was accepted except for the screenshot of my credit card (virtual credit card). No reason was given for this. I can't think of a reason either, since everything was done as described. Unfortunately, I'm not getting any response.

Hey,

ich hatte 7.000 € gewonnen. 2.000 € wurden mir dann ohne Probleme ausgezahlt. Danach wurden meine Auszahlungen gesperrt. Seitdem gab es nie so wirklich eine gute Auskunft. Per E-Mail wurde man nur hingehalten. Eine Verifizierung war nicht nötig laut Seite. Nun kam dann endlich die Nachricht, dass ich mich verifizieren musst. Alles wurde akzeptiert außer der Screenshot der Kreditkarte (virtuelle Kreditkarte). Hier wurde allerdings kein Grund angegeben. Ich kann mir auch keinen Grund erdenken, da alles wie beschrieben gemacht wurde. Es wird mir leider auch nicht geantwortet.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with OnlySpins Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• When did the incident take place?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hey,

Withdrawals were blocked after the second withdrawal.

I had been playing slots.

Yes, it was achieved through a bonus.

Withdrawals have been blocked since April 19, 2026.

I have forwarded the email history to you.

Just a quick update. I uploaded the credit card verification again, and now the verification page shows the following. (see attachment)

Hey,

Die Auszahlungen wurden nach der 2. Auszahlung gesperrt.

Ich hatte Slots gespielt.

Ja wurde durch einen Bonus erreicht.

Seit dem 19.04.2026 sind die Auszahlungen gesperrt.

E-Mail Verlauf habe ich Ihnen weitergeleitet.

Noch ein kleines Update. Ich hatte nochmal den Nachweis der Kreditkarte hochgeladen und nun ist auf der Verifizierungsseite folgendes zu sehen. (siehe Anlage)

Dear Mello1,

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,

Tomas

Dear Mello1,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. 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 provide more information about this case?

Thank you in advance for providing the information.

Dear All,

Thank you for bringing this matter to our attention.

We would like to inform you that we have contacted our relevant department to verify the current status of the account verification process.

We are closely monitoring the situation and will provide an update here as soon as we receive further information from our team.

Thank you for your patience and understanding.

Best regards,

Onlyspins Casino Team

Dear OnlySpins Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear Mello1,

Thank you for your patience while we investigated this matter with our verification team.

To finalize your account verification and proceed with your remaining withdrawals, our KYC team requires the Proof of Ownership (POO) for your credit card ending in ***3606.

Please note that a simple screenshot of the virtual card cannot be accepted. Instead, you need to provide an official bank statement issued by the card-issuing bank. This document must clearly display:

Your full name (as the cardholder)

The card details/number linked to your account

This is a standard security procedure to confirm that you are the official owner of the payment method. Please upload this bank statement directly through your profile at your earliest convenience.

Thank you for your cooperation!

Best regards,

Onlyspins Casino Team

Dear Mello1,

once you submit all the required documents, please let me know. Thank you in advance

Hey,

All requested documents have now been resubmitted.

Hey,

alle gefragten Unterlagen sind nun nochmal eingereicht.

Thank you Mello1.

Dear OnlySpins Casino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the Mello1´s verification process.

Please let us know at your earliest convenience.

As far as I can see on the site, it has been accepted (at least the verification page is empty, which it wasn't last night). However, payouts are still blocked.

So wie ich das auf der Seite sehen kann wurde es akzeptiert (jedenfalls ist die Verifizierungsseite leer was sie gestern Abend nicht war) Allerdings sind Auszahlungen immernoch gesperrt.

Just a quick update... I had a €1,000 withdrawal marked as "processing" on my profile since April 19th. This was cancelled by the casino website yesterday evening at 11:00 PM. However, my withdrawals are still blocked.

I really don't know what the casino's plan is, but it feels like a huge stalling tactic where they're doing everything they can to make the player lose their balance. It's been over a month now for a process that other reputable casinos might only take a week. This is all incredibly disappointing.

Kleines Update nochmal.. ich hatte seit dem 19.04 noch eine Auszahlung von 1.000 € als "in Bearbeitung" auf meinem Profil. Diese wurde gestern Abend um 23:00 Uhr von der Casino Seite storniert. Allerdings sind meine Auszahlungen immer noch gesperrt.

Ich weiß echt nicht was der Plan von der Casino Seite ist, aber es fühlt sich wie ein großes Zeitspiel an wo man alles daran setzt das der Spieler sein Guthaben verspielt. Es ist jetzt über einen Monat vergangen für einen Prozess wo andere gute Casino Seiten vielleicht eine Woche brauchen. Das ist alles maßlos enttäuschend.

Dear Mello1,

Thank you for the update.

Please be informed that until the account verification process is officially finalized, withdrawal requests cannot be completed. We fully understand that this process can take time, and we would like to inform you that we have escalated your case to our relevant department to expedite the review of your documents.

We appreciate your patience while our team completes this mandatory check.

Best regards,

Onlyspins Casino Team

Thanks for the information! This standard copy-paste message has allowed them to buy another 7+ days to keep this whole charade going. It's truly appalling how long this is taking, even though I've done everything that was asked of me. The fact that weeks will now pass before I see a single euro, and that this will go unpunished for these sites, is truly astounding.

I'd like to ask you, on behalf of Casino Guru, to shorten the deadline on the casino website. In my opinion, OnlySpins has far too much leeway when it comes to delaying processes.

Danke für die Information! Mit dieser Copy Paste Standard Nachricht konnten weitere 7+ Tage rausgeholt werden um das ganze Spiel weiter zu treiben. Es ist wirklich erschreckend wie lange das ganze hier dauert, obwohl ich alles gemacht habe was gefordert war. Das jetzt weiterhin Wochen verstreichen bis ich hier einen Euro sehen werde und das für diese Seiten ohne Konsequenzen endet, finde ich echt beeindruckend.

Ich darf euch von Casino Guru darum bitten die Frist der Casino Seite zu verkürzen. OnlySpins hat hier meiner Meinung viel zu viel Spielraum was das verzögern von Prozessen angeht.

Dear OnlySpins Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear Mello1,

We are pleased to inform you that your account has been successfully verified!

You are now fully able to submit your withdrawal requests through the platform. Thank you so much for your cooperation and patience throughout this process.

Best regards,

Onlyspins Casino Team

Quick update. I received the final payment today, so I now have all the money.

Kurzes Update. Hab heute nun die letzte Auszahlung bekommen, also nun das komplette Geld.