OnlySpins Casino - Die Spielerkonten wurden geschlossen und Auszahlungen einbehalten.

I play at the "ONLYSPIN" casino and at 13 other casinos belonging to the same company. I have a single account in my name at each casino. On January 16th, I requested a withdrawal of approximately €45 from each casino (13 in total, more than €500 approximately), and they held the withdrawal. Then they blocked my access to the casinos and canceled the withdrawals.

I have not violated any of their Terms and Conditions with the strategy I used. I play on "Bonus Crab" and in live casino games (bj, roulette, baccarat).

I have made several previous withdrawals at these casinos, but they refuse to give me an explanation as to why they closed my accounts.

I want the money that's inside.

Juego en casino "ONLYSPIN" y como en 13 casinos mas de la misma empresa. Tengo una sola cuenta en cada casino a mi nombre en todas. El 16 de enero solicite un retiro de alrededor de 45 euros en cada casino (13 en total,mas de 500 euros aprox) y me retuvieron el retiro, luego me bloquearon el acceso a los casinos, cancelaron los retiros.

No he infligido ninguno de sus TyC con la estrategia que usaba. juego, Juego en "Bonus Crab" y en casino live (bj, ruleta, bacarat).

He echo varios retiros anteriores en estos casinos, pero se niegan a darme una explicacion del porque cerraron mis cuentas.

Quiero el dinero que esta dentro.

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Dear crixuss123,

Thank you very much for submitting your complaint.

To help me better understand your case, could you please answer the following questions?

Could you please confirm whether all 13 casino accounts have been blocked, or only some of them?

• Have you ever made successful withdrawals from these casinos before?
• Did you successfully complete the KYC verification process at all of the casinos?
• Did you play the Bonus Crab promotion at all 13 casinos, or only at some of them?
• Did the casinos provide any explanation or reason for closing your accounts?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Could you confirm if all 13 casino accounts have been blocked or only some of them?

All

Have you ever made successful withdrawals from these casinos?

I have withdrawn from all of them

Did you successfully complete the KYC verification process at all casinos?

None

Did you participate in the Bonus Crab promotion at all 13 casinos or only at some of them?

It's a casino game, not a promotion

Did the casinos give them any explanation or reason for closing their accounts?

Nothing, I just used a strategy which consisted of playing in one casino and in the other casinos betting that I would win the stuffed animal; sometimes I won, sometimes I lost.

¿Podría confirmar si se han bloqueado las 13 cuentas del casino o solo algunas de ellas?

Todas

¿Alguna vez has realizado retiros exitosos de estos casinos?

En todos he retirado

¿Completaste con éxito el proceso de verificación KYC en todos los casinos?

En ninguno

¿Participaste en la promoción Bonus Crab en los 13 casinos o solo en algunos de ellos?

Es un juego de casino, no una promoción

¿Los casinos les dieron alguna explicación o motivo para cerrar sus cuentas?

Nada, solo use una estrategia en la consistía jugar en un casino y en los otros casino apostar a que sacaría el peluche, aveces ganaba aveces perdía

Dear crixuss123,

Thank you very much for your reply.

I would just like to clarify a few additional points.

• Could you please explain your strategy in more detail? What exactly do you mean by "playing in one casino and betting in other casinos that you would win the plush toy"?
• Were you using the same strategy across all 13 casinos?
• Could you please send me any communication you have received from the casinos regarding the account closures or canceled withdrawals? You can send it to karla.m@casino.guru or attach it directly to this complaint thread.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

The game allows you to perform two actions: first, you play trying to win the plush toy; second, you bet on the player who wins the plush toy. If they win, you win 1.5 times your bet. In one casino, I tried to win the plush toy, and in other casinos, I bet on who would win the plush toy at the casino I was playing at.

All this respecting the casinos' Terms and Conditions (1 account in my name per casino)

I'm sending you the emails

El juego permite hacer 2 acciones, la primera es jugar intentado sacar el peluche, la segunda es apostar al jugar que está sacando el peluche si lo saca ganas 1.5x de la apuesta. Yo en un casino intentaba sacar el peluche y en los demás casino apostaba a qué sacaría el peluche en el casino que estaba jugando.

Todo esto respetando los TyC de los casinos ( 1 cuenta a mi nombre por cada casino)

Te mando los correos

Dear crixuss123,

Thank you very much for your reply.

Could you please send me the link to the OnlySpins Casino website where you registered and played?

This will help me make sure we are referring to the correct casino.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

onlyspins.com

The casino closed this month, but you can still withdraw money from the accounts; I want the money that's in there.

onlyspins.com

El casino cerró este mes, pero se puede seguir soltando retiro de dinero de las cuentas, yo quiero el dinero que está dentro

Dear crixuss123,

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,Martin L., (martin.l@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,

Karla Mayfly

Dear crixuss123,

We have reviewed this complaint together with your other complaints concerning the same activity across several casinos within the group.

In your earlier complaints, you confirmed that you played the same games simultaneously through accounts at several of these casinos. At that stage, this information already raised concerns, but it did not explain precisely how the activity was conducted. We therefore continued investigating and requested further evidence from the casinos. In all of these cases however, the casinos were unable to supply the requested evidence - we therefore remained on your side and argued in your favor, as we believe the casinos should absolutely be able to prove any player's wrongdoing when penalizing them.

In the newest batch of complaints, you however provided a more detailed explanation. You confirmed that while attempting to win the "plush toy" through one casino, you simultaneously placed bets through other casinos on whether that same attempt would succeed.

Considering these statements together, we now have sufficient information to assess the strategy. You were placing wagers on an event in which you were personally participating and whose outcome you could directly influence, while coordinating the activity across several casino accounts. This created an unfair advantage and cannot be regarded as ordinary legitimate gameplay.

The fact that you maintained only one account at each casino does not change this conclusion. The issue is not conventional multi-accounting, but the coordinated use of accounts across several casinos to bet on the outcome of your own gameplay.

We acknowledge that we initially continued investigating the related complaints because the exact nature of the strategy had not been sufficiently established. Your subsequent detailed explanation has now clarified that decisive point. This conclusion therefore applies to this complaint and to the other pending complaints concerning balances confiscated in connection with the same activity.

For these reasons, we consider the account closures and confiscation of the associated balances justified, and the complaints must be rejected.

I am truly sorry that we could not assist you further.