OnlySpins Casino - La cuenta del jugador ha sido cerrada.

I caught a four-leaf clover in the game Bonus Crab and should have received a €20 bonus. However, they blocked my account and all my winnings are gone, as I can no longer access the account. All attempts to contact them have failed. This is blatant fraud, and I don't understand how such a criminal organization can receive such a high rating.

Ich habe on dem Spiel Bonus Crab ein Kleeblatt gefangen und hätte einen 20 Euro Bonus bekommen müssen. Daraufhin haben sie mir mein Konto gesperrt und alle meine erspielten Sachen sind weg. Da ich nicht mehr in das Konto komme. Jeglicher Kontakt versuch scheiterte. Das ist Betrug in reinform und ich verstehe nicht wie man so einen Verbrecher Verein so eine hohe Wertung gibt.

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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?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Was there any balance on your player's account other than the 20€ bonus?
• 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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear BURRLIN,

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,
Tomas
Casino.Guru