OnlySpins Casino - Вывод средств игроку задерживается.

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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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 ([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,

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