OnlySpins Casino - Player’s account remains active despite self-exclusion.

Dear CasinoGuru Team,

I am contacting you because I have a serious problem with the OnlySpins casino and I would like your assistance.

i had an account there and I successfully closed it on 05.04.2026 it via self-exclusion for my own protection underlining that I suffer from gambling addiction. On 05.06.2026 they starter to send me via e-mail and text Messages the offers of various bonuses.As the consequence,i opened the side and noticed that my account is not blocked. It Is in face still open. What is more I deposited there 1800 PLN.

Unfortunately, I received no effective response, and my account remained active. As a result, I lost these 1800 PLN.

Your website and reviews indicate that this casino is trustworthy. now i request and ask for your assistance in obtaining a refund of the lost amount.

I can prove that I sent the relevant emails. It Is worth mentioning that this practise is totally cruel for people with gambling problems. IF the player underline the problem with fambling, tries to rescue themselves from playing, and after 2 months you receive from the Casino huge bonuses and your account is again open without your permission.how can we protect ourselves?

Thank you in advance for your support.

For any inquiries, I'm willing to help.

Best regards

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Hello, thank you very much for submitting your complaint. I am truly sorry about your negative experience with OnlySpins Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm whether you currently still have access to your account?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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,

Attila

Hello Atilla, thank you for your feedback. I have never been asked to pass KYC.what is important this Casino reopened my account twice- I communicated gambling problems on 20.11 and on 05.04 - both were of course flower with the information that they protect addicted gamblers… in this situation I request the refund all means deposited by me from 20.11.2025.the account was reopened without my permission and without my knowledge. They started simple to send via e-mail offers of bonuses. They even sent the text Messages. All proves were sent via e-mail to you. Thank you for your support.

Thank you for your response. Could you please confirm whether you currently still have access to your account? When was the last time you made a deposit in this casino?

Thank you in advance for your reply.

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

Dear MagdaD,

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,

Attila