OnlySpins Casino - La retirada del jugador se ha retrasado.

Hello i requested a 500 euro withdraw in april 7. But i still did not got it to this day, live chat is useless, just saying to wait longer

They did not asked for any KYC

I saw here so many people have the same problem... its insane

Important notice:

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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 made any successful withdrawals from this casino before?
• What types of games did you play to accumulate your winnings? Were they slots, live casino games, or sports betting?
• Did you accumulate these 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

Dear Koszolanorbi,

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,
Veronika
Casino.Guru

We’ve reopened this complaint at the request of Koszolanorbi. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The player sent us the following message:

Hello,

Sorry for the late reply.

I did receive the €500 payment you mentioned, thank you. However, OnlySpins has since exited the Hungarian market, and they informed me that my remaining balance would be paid manually to my cryptocurrency wallet.

It has now been more than a month, and I still haven't received the payment. Every time I contact them, they simply tell me that they are looking into it, but I haven't been given any timeframe or further updates.

I would appreciate any assistance you can provide.

Dear Koszolanorbi,

Please forward me the most recent communication between you and the casino customer support regarding their withdrawal from the Hungarian market, as well as the confirmation that your remaining balance would be paid manually to your crypto wallet. My email address is veronika.f@casino.guru.

Sadly im not able to login anymore and they did not asked any crypto wallet, so they can manually withdraw my money

I have a very bad feeling about this, its been almost a month and nothing happened

Dear Koszolanorbi

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, Martin (martin.l@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 casino representative,

could you please check the case and explain the issue to us? Please confirm the player’s final balance from the account ledger and arrange payment through the original payment method or another workable alternative.

If another entity within the group is handling outstanding liabilities, please identify that entity and forward the case internally. Relevant account and payment records may be sent privately to martin.l@casino.guru.

Dear all,

Thank you for contacting us.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Onlyspins

Dear casino representative,

thank you for your response, we will be awaiting the results of your review.

Hello

They really messed up something

I sent my USDT address

Not my etherium address

Dear Koszolanorbi,

thank you for your message. Have you previously deposited via Ethereum? It is possible the casino wanted to process the funds to the exact address used for deposits. If so, do you still have access to the ethereum address?

Nope, not even a single cent

I deposited in usdt only

Dear all,

Thank you for the patience.

We would like to inform you that the withdrawal of the player is successfully completed.

Kind regards,

Onlyspins

Dear casino representative,

thank you for your message.

Could you please clarify which payment method have you sent the funds to? Is it possible to provide us a screenshot of the transaction either here or via martin.l@casino.guru?

Dear Martin,

Thank you for the reply.

We would like to inform you that the relevant department inform us that the player should received the amount on the USDT ERC20 that he provide to us.

Kind regards,

Onlyspins

Dear casino representative,

thank you for your message.

Dear Koszolanorbi,

are you able to confirm that you have received your refund?

Dear Koszolanorbi,

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.

Yes, i got it!

Thank you very much

Dear Koszolanorbi,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at OnlySpins Casino for their involvement in the mediation process. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're here to help !

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Martin

Casino.Guru