OnlySpins Casino - プレイヤーの出金手続きが遅延し、ブロックされました。

Hey,

I won €7,000. €2,000 was paid out to me without any problems. After that, my withdrawals were blocked. Since then, I've never received any real information. Emails were just a lot of stalling. According to the website, verification wasn't necessary. Now I've finally received a message that I need to verify my identity. Everything was accepted except for the screenshot of my credit card (virtual credit card). No reason was given for this. I can't think of a reason either, since everything was done as described. Unfortunately, I'm not getting any response.

Hey,

ich hatte 7.000 € gewonnen. 2.000 € wurden mir dann ohne Probleme ausgezahlt. Danach wurden meine Auszahlungen gesperrt. Seitdem gab es nie so wirklich eine gute Auskunft. Per E-Mail wurde man nur hingehalten. Eine Verifizierung war nicht nötig laut Seite. Nun kam dann endlich die Nachricht, dass ich mich verifizieren musst. Alles wurde akzeptiert außer der Screenshot der Kreditkarte (virtuelle Kreditkarte). Hier wurde allerdings kein Grund angegeben. Ich kann mir auch keinen Grund erdenken, da alles wie beschrieben gemacht wurde. Es wird mir leider auch nicht geantwortet.

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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?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• When did the incident take place?
• 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

Hey,

Withdrawals were blocked after the second withdrawal.

I had been playing slots.

Yes, it was achieved through a bonus.

Withdrawals have been blocked since April 19, 2026.

I have forwarded the email history to you.

Just a quick update. I uploaded the credit card verification again, and now the verification page shows the following. (see attachment)

Hey,

Die Auszahlungen wurden nach der 2. Auszahlung gesperrt.

Ich hatte Slots gespielt.

Ja wurde durch einen Bonus erreicht.

Seit dem 19.04.2026 sind die Auszahlungen gesperrt.

E-Mail Verlauf habe ich Ihnen weitergeleitet.

Noch ein kleines Update. Ich hatte nochmal den Nachweis der Kreditkarte hochgeladen und nun ist auf der Verifizierungsseite folgendes zu sehen. (siehe Anlage)

Dear Mello1,

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 (martina.b@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,

Tomas

Dear Mello1,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. 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 provide more information about this case?

Thank you in advance for providing the information.