OnlySpins Casino - Запрос игрока на самоисключение игнорируется.

Dear CasinoGuru Team,

I am contacting you because I have a serious problem with the OnlySpins casino and I would like your assistance.

I have an account there and wanted to close it via self-exclusion for my own protection, as I suffer from gambling addiction. Despite multiple attempts to contact them, my self-exclusion was ignored.

Specifically, I contacted the casino a total of six times:

three times on December 21st,

once on December 28th.

as well as once on 01.01.2026,

both via email and via live chat.

Unfortunately, I received no effective response, and my account remained active. As a result, I lost €2,150.

Your website and reviews indicate that this casino is trustworthy. Since I have demonstrably requested a ban on multiple occasions, I now request your assistance in obtaining a refund of the lost amount.

I can prove that I sent the relevant emails and also requested the account to be blocked in the chat.

Thank you in advance for your support.

For any inquiries, I'm willing to help.

Best regards

Sehr geehrtes CasinoGuru-Team,

ich wende mich an Sie, da ich ein ernstes Problem mit dem Casino OnlySpins habe und um Ihre Unterstützung bitte.

Ich habe dort ein Konto und wollte dieses aus Gründen des Selbstschutzes per Selbstsperre schließen, da ich unter Spielsucht leide. Trotz mehrfacher Kontaktaufnahme wurde meine Selbstsperre jedoch ignoriert.

Konkret habe ich das Casino insgesamt sechsmal kontaktiert:

dreimal am 21.12.,

einmal am 28.12.

sowie einmal am 01.01.2026,

sowohl per E-Mail als auch über den Live-Chat.

Leider erhielt ich keine wirksame Reaktion, und mein Konto blieb weiterhin aktiv. Infolgedessen habe ich 2.150 Euro verloren.

Auf Ihrer Website sowie laut Ihren Bewertungen wird dieses Casino als vertrauenswürdig eingestuft. Da ich nachweislich wiederholt um eine Sperre gebeten habe, bitte ich nun um Ihre Hilfe bei der Rückerstattung des verlorenen Betrags.

Ich kann belegen, dass ich die entsprechenden E-Mails versendet und auch im Chat um die Sperrung gebeten habe.

Vielen Dank im Voraus für Ihre Unterstützung.

Für Rückfragen stehe ich gerne zur Verfügung.

Mit freundlichen Grüßen

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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.

Dear enraged99,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

Self-exclusion request: You can contact the Support Service Team via e-mail at [email protected], and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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,

Attila G.

Dear enraged99,

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, Igor ([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,

Attila

Dear enraged99,

I am so sorry to hear about your problem with the OnlySpins Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a OnlySpins Casino representative to join this conversation and participate in resolving this complaint.

Dear OnlySpins Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear all,

Thank you for the patience.

We kindly inform you that your case is currently under review in coordination with the relevant department. We have collected all the information you provided and are carefully assessing the matter. We will update you accordingly once the review is completed.

Kind regards,

Onlyspins Casino.

Dear OnlySpins Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear enraged99,

Thank you for the patience.

We kindly ask you to provide full screenshots from 21.12.2025 showing your complete email address and the date, so we can double-check.

Kind regards,

Onlyspins Casino.

You already have all of this, it's also shown in the screenshot above; 3 emails were sent to you directly on December 21st!

Das liegt Ihnen auch alles vor, das steht auch oben im Screenshot, hier sind am 21.12 direkt 3 Emails an Sie raus gegangen!

Dear enraged99,

Thank you very much for your cooperation and the provided screenshots.

Dear OnlySpins Casino,

The player has provided the requested screenshots in the message above.

Please check them and reply when there is any news.

Dear all,

Thank you for the patience.

We kindly inform you that your case is currently under review in coordination with the relevant department. We have collected all the information you provided and are carefully assessing the matter. We will update you accordingly once the review is completed.

Kind regards,

Onlyspins Casino.

And how long is that supposed to take?

I think the facts are clear.

Is there a goodwill payment? Is a full refund available?

Is there a standard value?

Und wie lange soll das dauern?

Ich meine der Sachverhalt ist klar.

Gibt es eine Kulanzzahlung? Gibt es die komplette Erstattung?

Gibt es einen Schlichtwert?

Dear OnlySpins Casino,

Please respond when there is any update regarding this complaint.

I would also appreciate it if you could provide us with any relevant information.

Thank you in advance.

Dear all,

Thank you for the patience.

We kindly inform you that, after carefully reviewing your case in coordination with the relevant department, we have accepted the screenshots you provided.

Accordingly, we would like to offer you an amount of EUR 1,705, calculated from 22.12.2025 (24 hours after your original request submitted on 21.12.2025) up to the date your account was closed on 09.01.2026.

We are waiting for your updates.

Thank you for your cooperation.

Best regards,

Onlyspins Casino.

I agree with that.

How long will it take?

Do they have my bank details?

Damit bin ich einverstanden.

Wie lange wird es dauern?

Haben sie meine Bankdaten?

Dear OnlySpins Casino,

Thank you very much for your quick response and cooperation.

The player agrees with the suggested amount and would like to know whether you have their bank details.

Hello?

Hallo?

Dear Sir or Madam, how long am I supposed to wait for a reply?

No payment to date, my Visa card is on file, no response for 3 days.

I think it's a shame that it's taking so long.

Sehr geehrte Damen und Herren, wie lange soll ich hier auf eine Antwort warten?

Bis heute keine Zahlung, meine Visa Karte ist hinterlegt, keine Reaktion seit 3 Tagen.

Ich finde es schade, das es so lange dauert.

Dear enraged99,

Thank you for the patience.

We kindly request to provide the payment details requested via email so as to proceed with your payment.

We are waiting for your updates.

Thank you for your cooperation.

Best regards,

Onlyspins Casino.

Dear OnlySpins Casino,

The player has provided their payment details.

Please let us know when the refund will be processed on your side.

I hope I don't have to wait another week...

But things are happening.

Kind regards.

ich hoffe ich muss jetzt nicht wieder ne Woche warten..

Aber es tut sich was.

Lieben Gruß.

Thank you dear Casino Guru team,

For the time and to help with this problem.

The payment arrived today.

Thanks also to Onlyspins.

This can be closed.

Danke liebes Casino Guru Team,

Für die Zeit und helfen dieses Problems.

Die Zahlung kam heute an.

Daanke auch an Onlyspins.

Kann geschlossen werden.

Dear enraged99,

Thank you for the patience.

We kindly inform you that your refund is successfully completed.

Best regards,

Onlyspins Casino.

Dear enraged99,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Igor P