OnlySpins Casino - Вывод игрока был отложен.

Onlyspins has not paid out my money since October 21st. I have provided all the necessary documents, and they have been accepted. My address verification has been "under review" for two weeks without any updates. I previously deposited €500 plus the welcome bonus.

Onlyspins zahlt mein Geld seit 21. Oktober nicht aus. Ich habe alle Dokumente zur Verfügung gestellt und diese wurden auch akzeptiert. Meine Adressverifizierung ist seit 2 Wochen auf "under review" ohne jegliches update. Ich habe vorher 500€ eingezahlt ´+ welcome bonus.

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Dear shwoopnic2004,

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.

• Do I understand correctly that this was your first attempt at withdrawal?
• Could you please clarify which document you provided to verify your address?
• Have you tried contacting the casino support team regarding this issue?

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,

Kristina

Hello and thank you for your reply. Yes, this is my first withdrawal attempt. I uploaded my bank statement as proof of address. Yes, I contacted the casino via live chat, but I was only told to be patient and wait. On October 24th, I received a verification request, and I immediately provided all the necessary documents. Despite this, nothing has happened in four weeks, and I'm sure OnlySpins is stalling, hoping I'll continue playing.

Hallo und danke für deine antwort. Ja dies ist mein erster abhebungsversuch. Ich habe meinen Kontoauszug hochgeladen als bestätigung der adresse. Ja ich habe das Casino im live chat kontaktieren aber ich wurde nur darauf hingewiesen geduldig zu bleiben und abzuwarten. Am 24. Oktober kam die aufforderung zu verifizierung und ich habe direkt alle dokumente zu verfügung gestellt. Trotzdem hat sich seit 4 Wochen nichts getan und ich bin mir sicher dass onlyspins auf zeit spielt in der hoffnung dass ich weiterspiele

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

I asked again in the live chat and that was the answer. I find the whole thing extremely unprofessional.

Ich habe nochmal im Live Chat nachgefragt und das war die Antwort. Ich finde das alles äußerst unprofessionell.

Dear shwoopnic2004

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 ([email protected]). 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,

Kristina

Dear shwoopnic2004,

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 would like clarification on the current status of the player’s verification process and the reasons for the delay.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

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.

Dear shwoopnic2004,

Before we proceed, could you please let me know if the casino has contacted you directly with any update?

As we have not received a response from the casino within the given timeframe, we will otherwise need to close this complaint as unresolved.

Thank you for your cooperation.

Hello, onlyspins only contacted me once, and that was the email requesting verification on October 24th.

I hope the casino will respond here.

Hallo, onlyspins hat mich nur ein einziges Mal kontaktiert und das war die Email zur Aufforderung zur Verifikation am 24. Oktober.

Ich hoffe das Casino meldet sich hier noch.

Dear shwoopnic2004,

Thank you for the clarification.

I would like to inform you that OnlySpins Casino has now contacted me directly, and I have assisted their team with setting up their Casino Guru account so they can respond publicly in this complaint thread.

I expect the casino representative to provide an update here shortly regarding your verification status and the next steps. I will continue monitoring the situation closely and keep you informed.

Thank you for your patience and cooperation.

They requested additional documents. I uploaded proof of my deposit and a screenshot from my crypto wallet showing my crypto address as proof that the crypto wallet belongs to me.

Cryptowallets do not store personal data such as birth name. I hope the verification can now be completed and my withdrawals processed promptly.

Es wurde nochmal neue Dokumente angefragt. Ich habe den Nachweis meiner Einzahlung hochgeladen und einen screenshot aus meinem Cryptowallet der meine cryptoadresse zeigt als nachweis dass das Cryptowallet mir gehört.

Cryptowallets haben keine persönlichen daten wie geburtsname hinterlegt. Ich hoffe die Verifizierung kann jetzt abgeschlossen werden und meine Auszahlungen zeitig bearbeitet werden.

Dear shwoopnic2004,

thank you for the update.

For transparency, I would like to inform you that I am already in direct contact with OnlySpins Casino and have assisted them with the setup of their Casino Guru account so they can respond publicly in this complaint. At this point, their response in the thread is still pending.

Please let me know if there have been any new updates from your side since your last message (for example, any further communication from the casino or changes in the verification status).

As this complaint has been ongoing for an extended period without a public response from the casino, I must also note that if no update is provided here within the next 7 days, I will be forced to proceed with closing the complaint accordingly. Such a lack of cooperation would have a negative impact on the casino’s rating on Casino Guru.

I will continue to monitor the situation closely and will update the thread if the casino responds.

Hi Samuel, unfortunately there haven't been any new developments. I'm still waiting 🙁

Hi Samuel, leider gab es keine neuen Veränderungen. Ich warte immer noch 🙁

Dear shwoopnic2004,

thank you for letting me know.

For now, I kindly ask for a bit more patience while I continue pressing the casino for an official update here. As soon as I receive any new information, I will share it in this complaint immediately.

If you receive any new communication from the casino in the meantime (even outside the platform), please let me know here, as it may help speed things up.

Thank you for your understanding and cooperation.