The player from Austria filed a complaint against Only Spins Casino regarding an unresolved jackpot issue. After winning a Flash Jackpot worth €86, their balance briefly displayed €75 but then returned to €0 without crediting the winnings. Despite reaching out for support and providing information, they faced challenges in retrieving the necessary game IDs due to quick gameplay, and additional deductions increased the disputed amount to over €100. The complaint was closed due to the player's lack of response and failure to provide supporting evidence, which prevented further investigation or resolution at that time.
OnlySpins Casino - Player’s jackpot winnings have been confiscated.
Closed
Our verdict
Player stopped responding
Amount: €110
OnlySpins Casino
Safety Index:HighCase summary
Discussion
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2 months ago
Translation
Dear Casino Guru Team,
I hereby wish to file a formal complaint against Only Spins Casino.
On March 14, 2026, an error occurred during the crediting of a jackpot in the game "Thunder Coins XXL" (manufacturer Playson). The jackpot wheel appeared between the beginning and middle of my session. However, since I was playing very quickly and initially didn't know exactly what the "wheel" meant, I simply continued clicking and didn't react. Because this win had apparently already been registered by the system, the wheel reappeared at the end of the session – when my balance had already dropped to €0. This time I was able to spin it and won the Flash Jackpot worth €86.
Immediately afterwards, the website flickered, a credit balance of €75 flashed briefly and then immediately dropped back to €0. No credit has been issued to this day.
I was initially put off by support for 24 hours due to a "serious error." After 30 hours without a response, I contacted support again, at which point they asked for a game ID. However, since I played very quickly, clicking 2-3 times per second, the ID is no longer visible in the history. I scrolled down on my smartphone for a quarter of an hour until the list ended, but the IDs don't go back far enough to show the moment of the win.
During this review, however, I noticed that an additional 30% of my stake was being continuously deducted for the jackpot contribution, increasing the amount in dispute to over €100. Since my winnings must be listed in the public list of jackpot winners (Flash Jackpot), the casino should be able to verify the incident using my timestamp, even without the specific ID.
I kindly request your mediation in this matter.
Automatic translation:
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2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Dear Aandx,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident, along with any relevant communication to veronika.f@casino.guru?
Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Please understand that without any supporting evidence, we can’t proceed further with this case, as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Veronika
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2 months ago
Dear Aandx,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
