OnlySpins Casino - Player's account is closed without explanation.

Hello

Just a few weeks ago (9th January), when I tried to log in to my account, I get the information that my account is closed. I send via email the message to the casino, what happened that they blocked my account. They answered that they have the right to close a user's account without any reason. When I wrote to them that I would like to know how I can withdraw my money (~`350 PLN) from the account. I get the message that they have forwarded my request to their relevant department for review, but so far I haven't received any specific answer to my question.

So, now I am therefore asking Casino Guru to help me recover my money back, or at least help me obtain complete information regarding the exact reason for closing the account, the specific section of the Terms and Conditions that was allegedly violated, and specific evidence justifying the decision.

I hope you can help me somehow,.

Thank you in advance

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with OnlySpins Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• When was the last time you were in contact with the casino?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello

1. I was player at the casino from October 2025 till January 2026
2. A few months ago, when I tried to log in to my account, I get the information that my account is closed.
3. I mainly played sports betting, but I also played slots and casino games.
4. I didn't use any bonus. I accumulated my current winnings without any bonus.
5. I don`t have any contact with the casino, I only get the messages that they have forwarded my request to their relevant department, and that is all.
6. My communication with the casino costumer support is already sent to your mail.

Thank you in advance for your help.

Kind regards

Dear ciprianook,

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, Martina (martina.b@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,

Tomas

Dear ciprianook,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite OnlySpins Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear ciprianook,

Thank you for bringing this matter to our attention.

Please be informed that we have already contacted our relevant department to thoroughly review your case regarding your account status and any remaining funds.

We are actively investigating this matter and will provide you with an update here as soon as we receive the necessary details.

Thank you for your patience and understanding in the meantime.

Best regards,

Onlyspins Casino Team

Dear OnlySpins Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear ciprianook,

Please be advised that your account was closed based on an administrative decision in accordance with Clause 3.9 of our Terms and Conditions:

"We reserve the right to deny opening of an account or close an existing account without prior notice or justification."

Regarding your remaining balance of 314 PLN, we have sent a direct email to your registered email address requesting your banking details.

As soon as you reply to that email with the requested information, we will proceed with the transaction.

Best regards,

Onlyspins Casino Team

Thank you OnlySpins Casino Team, for the update!

Dear ciprianook

Once you give the casino your bank details to complete the transfer, it will be only a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Dear ciprianook,

We would like to inform you that we have successfully processed the manual withdrawal of your remaining balance (314 PLN) from our end.

Depending on your bank's processing times, the funds should reflect in your account within the next few business days.

Thank you for providing your details, and we appreciate your cooperation in finalizing this matter.

Best regards,

Onlyspins Casino Team

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

Dear ciprianook,

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,

Martina