OnlySpins Casino - プレイヤーの撤退が遅れています。

Hi, I requested a withdrawal from this casino on February 3rd, but it hasn't been processed yet.

Given the obvious delay, I contacted support to inquire about the withdrawal, and on February 11th they told me to upload my documents for identity verification. I uploaded them on February 12th, but they still haven't been approved:

To summarize, it's been over 3 weeks since I requested the withdrawal and they still haven't approved my documents after 10 days, so I'd like this process to be expedited.

I hope you can help me, thanks in advance

Ciao, ho richiesto un prelievo su questo casino il 3 Febbraio, ma non è ancora stato elaborato.

Dato l'evidente ritardo, ho contattato l'assistenza per chiedere informazioni sul prelievo e l'11 Febbraio mi hanno detto di caricare i miei documenti per la verifica dell'identità. Li ho caricati il 12 Febbraio, ma ancora non sono stati approvati:

Riassumendo, sono passate più di 3 settimane da quando ho richiesto il prelievo e non approvano ancora i miei documenti dopo 10 giorni, quindi vorrei che queste procedure vengano velocizzate.

Spero possiate aiutarmi, grazie in anticipo

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Dear Spaffle,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Could you please advise which documents you have already submitted?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hi Kristina,

• No, this is my first withdrawal from OnlySpins.
• I uploaded all the required documents: ID, selfie with ID, and proof of ownership of the card used to deposit.
• I accumulated winnings playing Pragmatic slots using my real balance.

Thank you

Ciao Kristina,

• No, è il primo prelievo che richiedo da OnlySpins.
• Ho caricato tutti i documenti richiesti: documento d'identità, selfie con documento e prova di titolarità della carta usata per depositare.
• Ho accumulato le vincite giocando alle slot pragmatic usando il mio saldo reale.

Grazie

Thank you very much for your reply, Spaffle. When was the last time you contacted the casino regarding this issue? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hi Kristina, on February 11th OnlySpins notified me that they needed some documents to verify my account, so I uploaded them to the appropriate section of the site and notified them via email:

I haven't heard back from support, but the documents they requested were approved, and about a week ago I was asked for additional documents, which I promptly uploaded, but which have still been "under review" for almost a week:

I have had no further communication with casino support.

Ciao Kristina, l'11 Febbraio OnlySpins mi ha avvertito che gli servivano dei documenti per verificare il mio account, quindi li ho caricati nell'apposita sezione del sito e li ho avvisati via email:

Non ho avuto più risposta dall'assistenza, però i documenti che mi avevano chiesto sono stati approvati e circa una settimana fa mi sono stati chiesti documenti addizionali, che ho prontamente caricato ma che risultano ancora "under review" da quasi una settimana:

Non ho avuto ulteriori comunicazioni con l'assistenza del casino.

Could you please let me know if they have provided any timeframe for how long the review of these new documents is expected to take? Thank you for your assistance.

Hi Kristina, they didn't provide any timeframe and I'm still waiting for my withdrawal.

Ciao Kristina, non hanno fornito nessuna tempistica e sono ancora in attesa del mio prelievo.

Hello Spaffle,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I have some important updates:

• My account was blocked and the OnlySpins team asked me for documents to verify my identity;
• I sent all the requested documents and after a few days I was finally approved for the withdrawal of €400

The problem is that my OnlySpins account is still blocked and I have a remaining balance of €678 that I would like to withdraw (luckily I took a precautionary screenshot before the block):

I already notified OnlySpins about this via email 9 days ago, but I still haven't received my funds.

I'm asking the OnlySpins team to withdraw my remaining balance so we can finalize this matter.

Ho degli aggiornamenti importanti:

• il mio conto è stato bloccato e il team di OnlySpins mi ha chiesto i documenti per verificare la mia identità;
• ho inviato tutti i documenti richiesti e dopo qualche giorno mi è stato finalmente approvato il prelievo da 400€

Il problema è che adesso il mio conto OnlySpins è ancora bloccato e ho un saldo rimanente di 678€ che vorrei prelevare (per fortuna avevo fatto uno screenshot precauzionale prima del blocco):

Ho già notificato questa cosa via email a OnlySpins 9 giorni fa, ma non ho ancora ricevuto i miei fondi.

Chiedo al team di OnlySpins di farmi prelevare il mio saldo rimanente così possiamo concludere la vicenda.

Dear Spaffle,

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,

Kristina

Dear Spaffle,

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 and please let us know if the player can withdraw the rest of his balance?

Thank you in advance for providing the information.

Hello everyone!

Dear Spaffle,

Thank you for raising this matter to us.

We are checking on that with our Verification Team and please rest assured that we will have updates for you as soon as possible.

Thank you for your patience and understanding.

Best regards,

OnlySpins Team

Dear OnlySpins Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear Spaffle,

Thank you for your patience.

After information that we had from our relevant team, you may kindly provide us with your wallet or Bank details (except Wise please) for manual withdrawal of your balance. Regarding bank details, you will need to provide us the below details:

-Full Name (please include all names including middle names)

-E-mail

-Bank Account’s Owner name

-IBAN/Account no.

-Bank Name

-Bank location (Country)

-SWIFT/BIC

Thank you for your cooperation.

Best regards,

OnlySpins Team

Dear Spaffle

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

I will update you as soon as the casino pays out my balance withdrawal.

It's been over a week but the casino still hasn't made the payment.

E' passata più di una settimana ma il casino non ha ancora effettuato il pagamento.

Dear OnlySpins Casino,

Could you please provide us with an update regarding this case? Specifically, we would appreciate information on the current status of the withdrawal and when it can be expected to be processed.

Thank you in advance for your cooperation.

The casino finally paid my withdrawal, so the problem is solved.

Il casino ha finalmente pagato il mio prelievo, quindi il problema è risolto.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Spaffle,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina