OnlySpins Casino - Die Rücknahme des Spielers hat sich verzögert.

Onlyspins has not paid out my money since October 21st. I have provided all the necessary documents, and they have been accepted. My address verification has been "under review" for two weeks without any updates. I previously deposited €500 plus the welcome bonus.

Onlyspins zahlt mein Geld seit 21. Oktober nicht aus. Ich habe alle Dokumente zur Verfügung gestellt und diese wurden auch akzeptiert. Meine Adressverifizierung ist seit 2 Wochen auf "under review" ohne jegliches update. Ich habe vorher 500€ eingezahlt ´+ welcome bonus.

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.

Dear shwoopnic2004,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that this was your first attempt at withdrawal?
• Could you please clarify which document you provided to verify your address?
• Have you tried contacting the casino support team regarding this issue?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello and thank you for your reply. Yes, this is my first withdrawal attempt. I uploaded my bank statement as proof of address. Yes, I contacted the casino via live chat, but I was only told to be patient and wait. On October 24th, I received a verification request, and I immediately provided all the necessary documents. Despite this, nothing has happened in four weeks, and I'm sure OnlySpins is stalling, hoping I'll continue playing.

Hallo und danke für deine antwort. Ja dies ist mein erster abhebungsversuch. Ich habe meinen Kontoauszug hochgeladen als bestätigung der adresse. Ja ich habe das Casino im live chat kontaktieren aber ich wurde nur darauf hingewiesen geduldig zu bleiben und abzuwarten. Am 24. Oktober kam die aufforderung zu verifizierung und ich habe direkt alle dokumente zu verfügung gestellt. Trotzdem hat sich seit 4 Wochen nichts getan und ich bin mir sicher dass onlyspins auf zeit spielt in der hoffnung dass ich weiterspiele

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I asked again in the live chat and that was the answer. I find the whole thing extremely unprofessional.

Ich habe nochmal im Live Chat nachgefragt und das war die Antwort. Ich finde das alles äußerst unprofessionell.

Dear shwoopnic2004

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, Samuel (samuel.s@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 shwoopnic2004,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from OnlySpins Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear OnlySpins Casino,

Please provide detailed information regarding the player’s issue. In particular, we would like clarification on the current status of the player’s verification process and the reasons for the delay.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear shwoopnic2004,

Before we proceed, could you please let me know if the casino has contacted you directly with any update?

As we have not received a response from the casino within the given timeframe, we will otherwise need to close this complaint as unresolved.

Thank you for your cooperation.

Hello, onlyspins only contacted me once, and that was the email requesting verification on October 24th.

I hope the casino will respond here.

Hallo, onlyspins hat mich nur ein einziges Mal kontaktiert und das war die Email zur Aufforderung zur Verifikation am 24. Oktober.

Ich hoffe das Casino meldet sich hier noch.

Dear shwoopnic2004,

Thank you for the clarification.

I would like to inform you that OnlySpins Casino has now contacted me directly, and I have assisted their team with setting up their Casino Guru account so they can respond publicly in this complaint thread.

I expect the casino representative to provide an update here shortly regarding your verification status and the next steps. I will continue monitoring the situation closely and keep you informed.

Thank you for your patience and cooperation.

They requested additional documents. I uploaded proof of my deposit and a screenshot from my crypto wallet showing my crypto address as proof that the crypto wallet belongs to me.

Cryptowallets do not store personal data such as birth name. I hope the verification can now be completed and my withdrawals processed promptly.

Es wurde nochmal neue Dokumente angefragt. Ich habe den Nachweis meiner Einzahlung hochgeladen und einen screenshot aus meinem Cryptowallet der meine cryptoadresse zeigt als nachweis dass das Cryptowallet mir gehört.

Cryptowallets haben keine persönlichen daten wie geburtsname hinterlegt. Ich hoffe die Verifizierung kann jetzt abgeschlossen werden und meine Auszahlungen zeitig bearbeitet werden.

Dear shwoopnic2004,

thank you for the update.

For transparency, I would like to inform you that I am already in direct contact with OnlySpins Casino and have assisted them with the setup of their Casino Guru account so they can respond publicly in this complaint. At this point, their response in the thread is still pending.

Please let me know if there have been any new updates from your side since your last message (for example, any further communication from the casino or changes in the verification status).

As this complaint has been ongoing for an extended period without a public response from the casino, I must also note that if no update is provided here within the next 7 days, I will be forced to proceed with closing the complaint accordingly. Such a lack of cooperation would have a negative impact on the casino’s rating on Casino Guru.

I will continue to monitor the situation closely and will update the thread if the casino responds.

Hi Samuel, unfortunately there haven't been any new developments. I'm still waiting 🙁

Hi Samuel, leider gab es keine neuen Veränderungen. Ich warte immer noch 🙁

Dear shwoopnic2004,

thank you for letting me know.

For now, I kindly ask for a bit more patience while I continue pressing the casino for an official update here. As soon as I receive any new information, I will share it in this complaint immediately.

If you receive any new communication from the casino in the meantime (even outside the platform), please let me know here, as it may help speed things up.

Thank you for your understanding and cooperation.

Dear shwoopnic2004,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Nothing has changed in the last two weeks. My documents are still pending. It's simply ridiculous how long one has to wait here. Without a complaint, I'd probably never get my money.

Es hat sich in den 2 Wochen wieder nichts verändert. Weiterhin sind meine Dokumente ausstehend. Das ist einfach nur lächerlich wie lange man hier warten muss. Ohne Beschwerde würde ich wohl nie mein geld erhalten

Hello everyone,

thank you for the update, shwoopnic2004.

I understand the player’s frustration, as this complaint has now been open for an extended period and all requested documents appear to have been submitted. Unfortunately, we are still missing a public response from OnlySpins Casino in this thread, which is necessary for us to move the case forward.

At this stage, I would kindly ask OnlySpins Casino to provide an update here and clarify:

• the current status of the player’s verification,
• whether the submitted documents are sufficient, or
• if any additional information is still required.

Transparent communication at this point would help prevent further delays and allow us to work toward a fair resolution for all parties involved.

Dear shwoopnic2004, thank you for your continued patience. I will keep monitoring the situation closely and will update the thread as soon as the casino provides any information.

We are now awaiting a response from OnlySpins Casino.

Dear Casino Guru,

To complete players verification, we require proof of crypto wallet ownership clearly showing the account holder's name.

Additionally, we require proof of their crypto deposit. Once their account is fully verified, their withdrawal will be processed.

Kind Regards,

OnlySpins Team

Three weeks ago I wrote the following:

They requested additional documents. I uploaded proof of my deposit and a screenshot from my crypto wallet showing my crypto address as proof that the crypto wallet belongs to me.

Cryptowallets do not store personal data such as birth name. I hope the verification can now be completed and my withdrawals processed promptly.

Onlyspins received the requested documents from me over three weeks ago. I can't understand why my messages aren't being read and the documents are being rejected. It strongly seems like a tactic to further prolong the waiting time. I'll reiterate and ask you to note that crypto wallets don't store any personal data, and therefore the requested document doesn't exist. As I mentioned, I uploaded a screenshot from my crypto wallet showing my crypto address, as well as proof of deposit.

Vor 3 Wochen habe ich folgendes geschrieben:

Es wurde nochmal neue Dokumente angefragt. Ich habe den Nachweis meiner Einzahlung hochgeladen und einen screenshot aus meinem Cryptowallet der meine cryptoadresse zeigt als nachweis dass das Cryptowallet mir gehört.

Cryptowallets haben keine persönlichen daten wie geburtsname hinterlegt. Ich hoffe die Verifizierung kann jetzt abgeschlossen werden und meine Auszahlungen zeitig bearbeitet werden.

Onlyspins hat die geforderten Dokumente bereits vor über 3 Wochen von mir erhalten. Ich kann nicht verstehen wieso meine Nachrichten nicht gelesen werden und die Dokumente abgelehnt werden. Es wirkt stark wie eine Taktik die Wartezeit noch weiter in die Länge zu ziehen. Ich sage es nochmal und bitte darum zu beachten dass Cryptowallets keine persönlichen daten hinterlegt haben und das geforderte dokument daher nicht existiert. Ich hatte wie gesagt einen screenshot aus meinem Cryptowallet mit meiner cryptoadresse hochgeladen und den einzahlungsnachweis ebenfalls.

Dear OnlySpins Casino,

thank you for your response.

However, I would kindly ask you to review this thread and the player’s submissions more carefully, as this matter has already been addressed multiple times and the complaint has been ongoing for quite some time.

The player has clearly explained — and this is a generally accepted fact — that most crypto wallets do not display personal data such as the account holder’s name. Because of this, a document showing both the wallet address and the player’s name may simply not exist. According to the player, they have already submitted:

• proof of the crypto deposit, and
• a screenshot from the crypto wallet showing the wallet address used.

At this stage, repeatedly requesting a document that cannot technically be provided is causing unnecessary delays.

Please clarify after reviewing the already submitted documents:

• whether the provided proof of deposit and wallet address can be accepted as sufficient proof of ownership, or
• what realistic and technically feasible alternative you are willing to accept in such cases.

A clear and practical solution is needed now to move this case forward.

Dear shwoopnic2004, thank you for your patience. I understand your frustration, and I am asking the casino to reassess the situation properly. I will update the thread as soon as OnlySpins provides a concrete clarification.

We are awaiting OnlySpins Casino’s response.

Dear Casino Guru,

We have escalated this matter to our relevant department to determine if any alternative verification methods are available for this specific case.

We will notify you immediately as soon as we receive their guidance.

Kind regards,

OnlySpins Team

I've been asked to provide proof of my crypto wallet again. I don't know what to do anymore; my messages are either being overlooked or deliberately ignored.

Es wurde erneut der nachweis meines cryptowallets angefordert. Ich weiß nicht mehr weiter, meine nachrichten werden entweder überlesen oder gezielt ignoriert.

Dear Casino Guru,

We are pleased to inform you that players account has been successfully verified.

Kind Regards,

OnlySpins

Hello shwoopnic2004,

We would like to update you that due to Samuel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Samuel 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 Samuel will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I have not received any payments yet.

Ich habe bisher noch keine Auszahlungen erhalten

Still haven't received any payouts

Immer noch keine Auszahlungen erhalten

Hello everyone,

thank you for the update, shwoopnic2004.

OnlySpins Casino, since the account has already been verified, I kindly ask you to clarify the status of the player’s withdrawals and let us know when the first payment can be expected.

Thank you for your cooperation.

Dear Casino Guru,

Withdrawal request has been forwarded to the appropriate department, which will process the payment at the earliest opportunity.

Thank you for your patience and understanding.

Kind Regards,

OnlySpins Team

Hello shwoopnic2004,

Please let us know once you receive the first payout and keep us informed about the progress.

Thank you to OnlySpins Casino for the update and cooperation.

Dear Casino Guru,

We confirm that three withdrawal transactions were successfully completed on 10.02 , one on 15.10 and 16.10.

An additional two withdrawals are currently in progress.

With the account verification process now complete, the player may proceed with withdrawals at their discretion.

Kind Regards,

OnlySpins Team

Dear shwoopnic2004,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello everyone,

thank you, OnlySpins Casino, for the update and for confirming the status of the withdrawals. I will continue monitoring the case and assist with the complaint resolution as needed.

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

Dear shwoopnic2004,

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,

Samuel

Hello everyone,

shwoopnic2004, could you please let me know if you have received the completed withdrawals and how the remaining ones are progressing? An update from your side will help me decide on the next steps and potentially move toward closing the complaint.

I received everything.

Habe alles erhalten