OnlySpins Casino - Обліковий запис гравця закрито.

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

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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 ([email protected]). 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?

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

Dear OnlySpins Casino,

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