OnlySpins Casino - загальне обговорення

Hello Radka,

My case with OnlySpins has been stuck for days, even though I submitted all the necessary documents. The casino isn't responding.

Could you please take a look at this and give me some tips?

Thanks,

Arian

Hallo Radka,

mein Fall bei OnlySpins hängt seit Tagen, obwohl ich alle Unterlagen eingereicht habe. Das Casino reagiert nicht.

Könnten Sie bitte mal einen Blick darauf werfen und mir Tipps geben?

Danke,

Arian

Hi Arian!

I do not think your case is stuck. Refer to the timer; the casino has a week to explain the matters from its side. Once someone does cooperate, the case will proceed.

Waiting is now the best course of action, I reckon. 🙏

Thanks for the answer Radka,

Yes, there seems to be progress. Hopefully the casino will finally cooperate, as I've been waiting a really long time for the payout. Thanks for the tips!

Danke für die Antwort Radka,

ja es scheint Fortschritte zu geben hoffentlich kooperiert das Casino endlich da ich schon wirklich lange auf die Auszahlung warte. Danke für die Tipps !

You are welcome.

I wish I could say something more concrete to help you reduce the stress. May I ask what seems to be the issue with the payment option you mentioned in the complaint, please?

Based on the description, it looks like a possible reason why the payment is pending. At least to me, it seems like you have such an impression. Do you care to share more, perhaps?

I'm just asking.

The problem is that OnlySpins has blocked my withdrawal since October 30th, even though I have submitted all the required verification documents (bank statements, passport, registration certificate, fictitious residence certificate, MasterCard verification, expired residence permit).

Despite this, the casino is now demanding the expired residence permit again, even though I currently only have the temporary residence permit as valid proof. My documents have already been uploaded via email and to CasinoGuru, so the verification should actually be complete.

The withdrawal of €500 and €400 to the account is still blocked, and the casino rarely responds to emails.

das Problem ist, dass OnlySpins meine Auszahlung seit dem 30. Oktober blockiert, obwohl ich alle erforderlichen Verifizierungsdokumente eingereicht habe (Kontoauszüge, Reisepass, Meldebescheinigung, Fiktionsbescheinigung, MasterCard-Verifizierung, abgelaufene Aufenthaltserlaubnis).

Trotzdem verlangt das Casino nun erneut die abgelaufene Aufenthaltskarte, obwohl ich aktuell nur die Fiktionsbescheinigung als gültigen Nachweis habe. Meine Unterlagen wurden bereits per E-Mail und bei CasinoGuru hochgeladen, sodass die Verifizierung eigentlich abgeschlossen sein sollte.

Die Auszahlung von 500 € und 400 auf dem Account ist bisher weiterhin blockiert, und das Casino reagiert selten auf E-Mails.

Oh, thank you. So perhaps, at least from the casino's perspective, there is still an unfinished address-related situation, which is delaying the payment. Since the casino should now update the complaint regarding this, with luck we should know their concrete stance in the next coming days. I hope this is just a temporary misunderstanding of some sort.

Yes, from the casino's perspective, there does indeed seem to be some confusion regarding my address. However, I have already submitted all the documents that clearly confirm my current address multiple times (bank statements, registration certificate, etc.).

I also hope it's simply a misunderstanding. Once the casino updates the complaint as promised, it should hopefully become clearer what exactly is still missing and why the payout has been delayed since October 30th.

Thank you for continuing to follow this.

Ja, aus Sicht des Casinos scheint es tatsächlich noch Unklarheiten bezüglich meiner Adresse zu geben. Allerdings habe ich alle Unterlagen, die meine aktuelle Anschrift eindeutig bestätigen, bereits mehrfach eingereicht (Kontoauszüge, Meldebescheinigung usw.).

Ich hoffe ebenfalls, dass es sich lediglich um ein Missverständnis handelt. Sobald das Casino die Beschwerde wie angekündigt aktualisiert, sollte hoffentlich klarer werden, was genau noch fehlt und warum die Auszahlung seit dem 30. Oktober verzögert wird.

Vielen Dank, dass Sie das weiter begleiten.

You obviously did what you could, and it is now up to someone else to help clear this with the casino. I imagine your situation is still stressful, but if you can, try to let yourself ease at least until we have an update from the casino.

You, in my opinion, deserve a break. 🙏

Wishing you a pleasant weekend, I'll be back on Monday, checking on the progress.

Hold on.

Thank you so much, Radka. I truly appreciate your support. I'll wait for your reply on Monday and hope that something will have changed by then. Have a wonderful weekend as well.

Vielen Dank, Radka. Ich weiß Ihre Unterstützung wirklich zu schätzen. Ich warte dann auf die Rückmeldung am Montag und hoffe, dass sich bis dahin etwas bewegt. Ihnen auch ein schönes Wochenende.

Well, I hoped to see casinos' response by now, but perhaps channels outside the complaint thread are being used. That usually happens when no one from the casino has ever registered on our website.

In other words, I am still waiting to see what the casino contributes to the situation. There is still some time left; hence, I guess we shall see soon.

Hello Radka,

A quick update from my side:

Nevertheless, on Friday I uploaded my residence permit to the verification area – exactly as the casino's support had previously recommended via email.

Even though the card has expired, it still shows my current address. Therefore, I hope the casino now finally has all the necessary information.

I am currently waiting to see if the card will be accepted and verified.

I will of course get in touch as soon as there is any news.

Thanks for the information.

Hallo Radka,

kurzes Update von meiner Seite:

Ich habe am Freitag meine Aufenthaltskarte trotzdem im Verifizierungsbereich hochgeladen – genauso, wie es mir der Support des Casinos zuvor per E-Mail empfohlen hat.

Auch wenn die Karte abgelaufen ist, zeigt sie ja weiterhin meine aktuelle Adresse. Daher hoffe ich, dass das Casino jetzt endlich alle Informationen hat, die benötigt werden.

Momentan warte ich darauf, ob die Karte akzeptiert und verifiziert wird.

Ich melde mich natürlich sofort, sobald es Neuigkeiten gibt.

Danke für die Infos.

Hey, that was indeed a fantastic idea!

It only takes a couple of hours to proceed further with the complaint, yet hopefully the casino will soon be able to close this verification. I will be waiting anxiously for this process to conclude!

Hello Radka,

Just a quick update for you:

Today I received an email from the casino informing me that my uploaded documents are currently being reviewed by the relevant team. I am now waiting for the process to conclude.

Thank you so much for actively following my case.

Hallo Radka,

nur ein kurzes Update für Sie:

Heute habe ich vom Casino per E-Mail die Info erhalten, dass meine hochgeladenen Dokumente derzeit vom zuständigen Team geprüft werden. Ich warte jetzt auf den Abschluss.

Vielen Dank für das aktive Mitverfolgen meines Falls.

Hello, LeeRock.

So, I would assume the card was not automatically dismissed and someone would look into the details. Oh my, I wish this was the end of it all. I imagine it would have been such a relief for you.

Crossing my fingers and many thanks for the news!

Yes, that's exactly what I think too. It looks like my case is finally being actively reviewed. I really hope everything gets sorted out now.

Thank you so much for your support and kind words! 🙏

Ja, genau das denke ich auch. Es sieht so aus, als würde mein Fall endlich aktiv geprüft werden. Ich hoffe wirklich, dass jetzt alles erledigt wird.

Vielen Dank für Ihre Unterstützung und die netten Worte! 🙏

I suggest I leave the next follow-up to you, because, to be honest, I'm hesitant to ask how it went!

Please update me on the progress once something positive finally happens. This is a puzzling situation, and I believe we will have to wait until someone in the casino figures it out...

How much was your payout and how long did it take? Do you have the money now? I'm afraid I've run into the same problem... I'm currently having €500 paid out and they've been checking it for several hours now.

In welcher Höhe war denn deine Auszahlung und wie lange hat es gedauert? hast du das geld jetzt? habe angst auf das gleiche problem gestoßen zu sein... zahle grade 500 euro aus und die überprüfen das jetzt schon mehrere stunden

Well, the other user's complaint is still in progress, actually, as I can see.

Please tell us, what do you mean by "several hours"? What payment method did you choose?

As Romi already mentioned, my case is still being processed. Otherwise, I would have informed Radka already. I wouldn't worry yet, as the case is only just being handled.

Wie Romi bereits erwähnte, befindet sich mein Fall noch in Bearbeitung. Sonst hätte ich Radka bereits informiert. Ich würde mir noch keine Sorgen machen, da der Fall gerade erst bearbeitet wird.