Thank you for your response.
Could you please update the summary of my complaint by removing "Ireland" and replacing it with "France"?
I never played using a VPN and am concerned OnlySpins might use this incorrect information against me.
All my activity was legitimate from France.
Thank you for your help.
Pessoal, não precisam usar VPN. Se alguém quiser registrar uma reclamação, basta adicionar o link direto do site. Essa opção está disponível para todos ao abrir uma reclamação.
Se não for possível acessar o CasinoGuru da França, uma VPN é absolutamente necessária.
De resto, para cassinos online, não é necessário usar uma VPN, já que todos eles têm sites espelho que funcionam na França. O OnlySpins funciona perfeitamente para mim; nunca precisei usar uma VPN.
I’m going through exactly the same thing. OnlySpins does pay — very slowly, admittedly — but I think it’s reliable (at least, I hope so). You really have to be patient and keep following up with them.
I know it’s uncomfortable and honestly very annoying to have to chase them every day, but unfortunately you shouldn’t give up and you should keep all the evidence.
One piece of advice: don’t play again, keep your winnings and continue communicating with OnlySpins by email until you get paid.
Situations like this are always stressful, especially when you’ve already submitted so many documents and just want some clarity. It does sound like a lot of it comes down to address verification and internal review delays. Hopefully now that everything is under manual review, things will finally move forward.
Fingers crossed it gets resolved soon 🤞.
Thank you for your response.
Could you please update the summary of my complaint by removing "Ireland" and replacing it with "France"?
I never played using a VPN and am concerned OnlySpins might use this incorrect information against me.
All my activity was legitimate from France.
Thank you for your help.
I am unable to update it, as I am not in complaint team. In any case, be sure to write to Petra and she will take care of it so that you can avoid further inconvenience.
I hope everything turns out well.🙂
Casino: OnlySpins
Amount Disputed: 1,400 EUR
Problem: Withdrawal Delay & KYC Verification Issues
Description:
"I am writing to file a complaint regarding my withdrawal of €1,400 which has been pending since March 17, 2026.
I have already submitted all required documents for verification, including my ID (front and back), a face ID check, and the official Bank Statement (original PDF format) from the National Bank of Greece, clearly showing my full name (THOMAS VALAI
S), address, and the IBAN ending in 0387.
Despite providing the correct documents multiple times, my verification has been rejected 3 times with vague excuses. I have contacted Live Support multiple times, but they only provide generic apologies and claim that the Finance Department is 'working on it.' It has been 13 days, and my account is still 'Under Review' while my withdrawal remains unpaid.
I am requesting your assistance to ensure the casino verifies my account and processes my withdrawal immediately."
Have they explained exactly what the reason for those rejections was?
Usually, live chat has no information about such issues, but the support should contact you by email with the explanation.
Please also check the spam folder in your email and let us know if you got any messages from them.
"Hello,
Thank you for taking my case. I would like to clarify some important details regarding my account at OnlySpins Casino.
During registration, I mistakenly used a nickname instead of my legal name and an email address I no longer have access to. However, I want to emphasize that:
All deposits were made from my personal bank account (IBAN) which clearly shows my real name.
I have already provided the casino with my ID/Passport and official Bank Statements that prove I am the owner of the funds.
My verification (KYC) has been rejected 3 times without a specific explanation, even though I have provided all the correct documents.
I am attaching the screenshots of the deposits and my ID to this thread for your review. I am seeking your help to have the casino manually verify my identity and process my withdrawal of €1,400.
Thank you in advance for your assistance
Cursos profissionais educacionais gratuitos para funcionários de casinos online vocacionados para as melhores práticas do setor, melhoria da experiência do jogador e uma abordagem justa ao jogo.
Lançamos esta iniciativa com o objetivo de criar um sistema global de autoexclusão, que permitirá que os jogadores vulneráveis bloqueiem o seu acesso a todas as oportunidades de jogo online.
Em breve, será redirecionado para o site do casino. Aguarde. Se utilizar algum software de bloqueio de anúncios, verifique as definições.
