OnlySpins Casino - A conta do jogador foi encerrada.

Hallo this casino is a scam i deposited 250 euros i won 750 euros when i made a withdrawal the next day when i tried to access my account it was closed without any notification when i asked why they said i was suspected of fraud that's what they consider but i asked what the reason is even today for a month they haven't responded to my email my money won they said they transferred it manually for a month i've been waiting and i haven't received any money i still asked them why i was accused of fraud and they don't say just that they said that's what they consider well tell me what fraud i did or what you consider not such lies

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I generally only play slots.No, I did not do a verification because this casino did not require it.

Yes I had an active bonus in my account but I won from my deposit not from the bonus and according to the terms and conditions You can cancel the bonus at any time But the bonus has nothing to do with what they are accusing me of fraud...they haven't responded to my emails for a month and I asked what fraud I did to be accused of it but they don't answer me anymore.

If I violated their terms and conditions, you would have told me that. accuse me of fraud why are you accusing me of fraud because I deposited 250 euros I won 500 and you don't want to give me money are you accusing me of fraud? what do you want me to lose. stop accusing me of fraud? I played correctly I opened an account I deposited I played I won I withdrew I didn't play any strategy absolutely nothing I played correctly

look what they told me by email but I haven't received any money at all and it's been a month already

Hello Marius17,

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

Ok i wait

Dear Marius17,

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, Mirka (miroslava.d@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 player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite OnlySpins Casino representative to join this conversation.

Dear OnlySpins Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

It's useless to come them to clarify because they are thieves and they won't come to talk.

Hello everyone!

Dear Marius17,

We would like to kindly inform you that we have forwarded the matter to our relevant team and rest assured that we will have updates for you as soon as possible.

Thank you so much for your understanding.

Best regards,

OnlySpins Casino Team

Hallo

but I always get this lie you sent me an email on December 2nd saying you sent me money and that I would receive it in 3-5 days but in fact it is a lie it has already been 45 days and I have not received anything just when I wrote to you you have not replied I have written you many emails I have also written to you in chat but in vain... I also want to know what fraud I committed I want to know why you lied that you sent me money... I also want evidence in what you say that I committed fraud not because you say so that's how you want I want evidence, I can prove that there is absolutely no fraud committed by me and that everything is a lie on your part

and I see that he responds here but he hasn't responded to any of my emails for a month now.

Dear OnlySpins Casino,

Could you please provide us with an update on this case?

Thank you.

It doesn't matter, ma'am, I've been talking to them on chat for 2 weeks and they told me that they sent money that day and then I sent them what they said in the email on 02.12.2025 and they said it was a mistake, they're getting involved in lies, after that they told me that they sent the case to the Department and that they would contact me by email for two weeks and they haven't contacted me but it's all lies...they do absolutely nothing..Let them show me what fraud I committed so I can see evidence, not lies from them so they don't give me my hard-earned money.

Look how many emails I've written and I get absolutely no response at all. I understand there's no time, but for almost 2 months you haven't responded, don't you think that's too much?

Hello, I also want to update you. I noticed that today I received an email from only spin with an offer of 50 free spins and I logged in and now I have access to the account. I noticed that my account is open and I can access it but it is restricted but it seems that my money is no longer there and I am attaching the picture. Here, let them tell me how they paid me the cash money because it appears in the transaction that they paid me cash money.i want ask where ist my money?

Dear Marius17,

Thank you for your patience while we investigated the status of your account at OnlySpins Casino.

We would like to inform you that your account is currently undergoing a standard security review. To finalize the verification process, our KYC team has officially requested the following documentation:

-Identity Document (ID): A clear photo of your valid Passport or National ID card.

-Selfie with Document: A high-quality photo of yourself holding your ID document next to your face.

-Proof of Payment: A photo/copy of the card used for your deposit: 535456**9971.

Please check your registered email for a formal request from our KYC department and upload these documents as soon as possible.

Once the verification process is successfully completed, you will be able to proceed with the withdrawal of your funds. We appreciate your cooperation.

Best regards,

OnlySpins Team

Dear Marius17,

Could you please confirm, if you have been able to provide the casino with all of the mentioned documents exactly in format as specifically requested?

Thank you.

I haven't sent the documents yet, but I'll do this check in an hour.but after this verification I want the Casino to put my money in immediately If they don't put the money in to pay for my stress for about two months of struggling to get my money..plus the accusations they brought against me without any evidence and if I didn't file a complaint I wouldn't receive a single cent from them

I have already uploaded the documents to your website.and I want to receive my money as soon as possible because ist 2 months and you have violated absolutely all the terms and conditions you have plus false accusations and lies.

Dear OnlySpins Casino,

Could you please provide us with an update on player's submitted documents?

and I also want to know where they sent my money €750, it appears that it is a full cash withdrawal. Where are they?

Look, I've been uploading the documents for a while now and they're not doing anything and they're not respecting any of the terms and conditions that they have.

Dear Marius17,

Thank you so much for your patience.

After information that we had from KYC team, please kindly provide us also the front side of your card.

Thank you for your cooperation.

Best regards,

OnlySpins Team

I don't understand why you're taking so long with this verification and not doing it every other day or two or three days.That's why I also want some information on why I was accused of fraud and where my money is in my account.

Dear OnlySpins Casino,

Could you please provide us with an update on player's verification process?

Look for 5 days i send my card

This only happens when they have to pay. But when they have to earn money when you make a deposit, these are seconds away.

Dear all,

Thank you for your patience.

We kindly inform you that have forwarded the matter to check this delay with the KYC team, we will have updates for you as soon as possible.

Thank you so much for your understanding and excuse us for the inconvenience caused.

Best regards,

OnlySpins Team

brother, stop lying, you have been lying continuously for three months, if I won, give me the money, you did the verification, you received the documents you asked for, brother, give me the money and we have concluded everything, you brother, stop lying, you have been lying continuously for three months, if I won, give me the money, you did the verification, you received the documents you asked for, brother, give me the money and we have concluded everything, you keep dragging it out, you keep passing on, I don't know what, I don't know how He asked for my documents I gave them to you You still asked for my bank card I gave it to you but I see that it does absolutely nothing brother In this situation for two weeks I gave you the last document my card you did nothing brother I want my money I earned because you received all the documents from me I want my money I earned and Period No more long left right

Look, I've been loading my Visa card for two weeks, you haven't checked anything at all, and it's still taking so long.

and also answer where is my money the €750 in my account because it is no longer there

I see that you have not verified my account. What documents are you asking for again because in my profile I cannot upload anything. It says to just upload the documents for verification but I see that it does not specify what to upload and does not specify what is in addition to that. I uploaded this once and you said that all that is needed is the front of the card. It was uploaded 2 weeks ago and I see that you still have not verified it. Why are you dragging it out like this? I also want an explanation and I also want to know where my money is from the account? The 750 euros.

I also want an explanation Where is the money in my account I also want an explanation Why don't you do the verification and are you still prolonging it so much when you have received all the necessary documents that you asked me for I also want to know where the €750 in my account are.I see you're still going on like this with nonsense and lies I know you're thieves and cheats but if it's fair Why don't you pay If I won I really lost all patience.

Dear OnlySpins Casino,

Could you please provide us with an update on player's verification process?

Dear all,

Thank you for your patience.

We kindly inform you that account has been verified and balance has been reinstated.

Best regards,

OnlySpins Team

Dear Marius17,

Could you please confirm, if you are able to start requesting withdrawals?

only lies that every time it's already 3 months since I've been restricted from my money and this casino still keeps saying they received all the documents and still don't do anything more than that answer in 2 weeks how long does it take dear casino to solve a problem? when you have to pay you're cool because I have a hard time but when you have to take money you're cool very quickly

Dear OnlySpins Casino,

Could you please provide clarification regarding the wagering requirements, the player needs to meet as of now?

I don't have to bet anything because my money was already in withdrawal when they closed my account.I just need to unblock my account so I can withdraw.

Dear all,

Thank you for your patience.

We inform you that we are in contact with our relevant team regarding this issue and we will have updates for you as soon as possible.

Thank you for your understanding.

Best regards,

OnlySpins Team

Why can't I withdraw? Because I didn't make any deposits so I have to roll them over?

Dear OnlySpins Casino,

Could you please provide us with an update on the issue?

they don't have to clarify that I already lost the money from them at the casino because they didn't let me withdraw it then..My opinion is that you shouldn't waste your money and time on such garbage casinos.

Dear Marius17,

We would like to kindly inform you that unfortunately, you have played with your remaining funds.

Best regards,

OnlySpins Team

Dear Marius17,

Unfortunately, as you have played your balance down to zero, I’m afraid there’s nothing we can do and I’m forced to reject your complaint.

I’m sorry I couldn’t be of more help. I hope you won't come across a problem like this again, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Kind regards,

Mirka

Casino.Guru