The player from Poland alleged that OnlySpins Casino had failed to comply with her self-exclusion requests, which led to the reactivation of her account despite her explicit instructions. After losing approximately 80,000 PLN, she initiated a claim for reimbursement, accepted a 20,000 PLN payment as a "goodwill gesture," but disputed the casino's claim that the matter was settled. She requested an investigation into the casino’s compliance with responsible gaming policies and its handling of her complaints. We reviewed the available evidence, but no sufficient proof was found that her closure request had mentioned gambling addiction or other gambling-related harm. For this reason, we were unable to hold the casino responsible for the losses, and the complaint was rejected.
OnlySpins Casino - Player’s self-exclusion has not been honoured.
Unjustified complaint
Amount: 60,000 zł
OnlySpins Casino
Safety Index 8.1 HighCase summary
Translation
Description of the case and chronology of events:
I created an account at OnlySpins Casino in December 2025. I've been an active user of the platform from the beginning and have made numerous deposits. I can document my gaming history, transaction history, and all email correspondence.
Over time, I realized I had developed a gambling addiction. Consequently, I repeatedly contacted the casino requesting the permanent and irreversible closure of my account. The first documented request was sent on January 24, 2026. Instead of immediately complying with my request, the operator engaged in lengthy correspondence and attempted to retain me as a customer by offering bonuses and promotions to encourage me to continue playing.
Most of my contact was with my assigned VIP manager via email and WhatsApp. I have all the correspondence, which shows that instead of helping me quit gambling, the casino focused on encouraging me to continue using the platform.
On May 19, 2026, I sent a clear request for the immediate, permanent, and irreversible deletion of my account, removal of my personal and marketing data, cessation of marketing contact, and written confirmation of my compliance. After several emails, I received confirmation that my account had been permanently closed. I received final confirmation on May 22, 2026.
After some time, despite my objections to the marketing efforts, I received a promotional text message encouraging me to return to the game. Concerned, I checked to see if my account had indeed been deleted. To my surprise, I was able to log in using my previous details. This meant that the account had not been permanently deleted, despite prior written confirmation from the operator.
As a gambling addict, I started gambling again. I lost approximately 80,000 PLN in one night. I believe this was a direct result of the operator's failure to comply with the permanent self-exclusion procedure and the marketing message they sent me.
On June 4, 2026, I contacted the casino seeking an explanation as to why my account had been reactivated despite my explicit request for permanent deletion. I emphasized that I had never consented to its reactivation. On June 5, I only received information that my claim had been accepted for review. I then initiated a claim for reimbursement of the lost funds. After filing a claim, the casino closed my account again, and further communication was solely via email.
In numerous messages, I pointed out that the operator had violated responsible gaming policies, disregarded my permanent self-exclusion, and continued to send marketing materials despite my express objections. I also informed them that if the matter was not resolved, I would file a complaint with the licensing authority.
Ultimately, the casino offered me a 20,000 PLN payment as a "goodwill gesture" on June 12th. I accepted this amount solely due to my financial situation, and they clearly stated in the email that this did not constitute a settlement, a waiver of claims, or a waiver of pursuing the remaining damages. I never signed any document confirming the settlement or waiver of my rights. This payment also came only after numerous reminders.
Despite further attempts to resolve the matter, the operator informed me that he considered it closed solely because I accepted the PLN 20,000 payment. I disagree with this position.
In light of the above, I am requesting that the Tobique Gaming Commission conduct an investigation into Dreamline Ventures SRL and assess whether the operator has complied with its licensing obligations, particularly regarding responsible gaming, the protection of addicts, the proper application of the permanent self-exclusion procedure, and the fair handling of customer complaints. I am also requesting an assessment of the operator's liability for the financial losses I have suffered as a result of failing to comply with my permanent self-exclusion and allowing me to access my account again without my knowledge or consent.
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Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Have you mentioned gambling addiction or gambling-related harm in any of the account closure requests you sent to the casino? If so, please forward me the complete, original emails you sent, along with the casino's responses, at veronika.f@casino.guru.
- Did you receive the 20,000 PLN refund that the casino offered as a gesture of goodwill?
- Is your account currently closed?
- Has the casino provided you with any information about whether the remaining balance you are requesting will be paid out to you?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
TranslationYes, I received a refund of 20k of the 80k I lost that day from the casino as a gesture of goodwill.
Yes, my account is currently closed. It was closed due to a system error that I reported as a violation of their responsible gaming policies.
They informed me via email that accepting their gesture of goodwill was a closure and positive resolution of my case, where I clearly stated that accepting the money was not a waiver of my further claims regarding my lost money that day after closing my account.
I can document everything by email.
TranslationYes, I received a refund of 20k of the 80k I lost that day from the casino as a gesture of goodwill.
Yes, my account is currently closed. It was closed due to a system error that I reported as a violation of their responsible gaming policies.
They informed me via email that accepting their gesture of goodwill was a closure and positive resolution of my case, where I clearly stated that accepting the money was not a waiver of my further claims regarding my lost money that day after closing my account.
I can document everything by email.
I've sent a response via email with the attachments you requested. I can send the remaining confirmation emails if needed.
Thank you for providing me with the additional information. However, the screenshots you have uploaded so far do not show that you mentioned gambling addiction or gambling-related harm in your account closure requests.
- Have you mentioned gambling addiction or gambling-related harm in any of the account closure requests you sent to the casino? If so, please forward me the complete, original emails you sent, along with the casino's responses, at veronika.f@casino.guru.
Please note that without such evidence, we won't be able to assist you with a request to refund your lost deposits, as we would not have sufficient grounds to hold the casino responsible for failing to comply with its responsible gambling obligations.
Dear Veronika,
I am writing to provide critical updates and completely clarify the reality of my situation with the casino. The evidence I am attaching demonstrates severe misconduct by the operator, and their recent payment of 20,000 PLN is a direct admission of their guilt.
Below is the exact, true timeline of events based on the attached evidence:
I sent a formal request demanding immediate, permanent, and irreversible closure of my account, explicitly forbidding any future reactivation. The casino officially processed this and confirmed to me that my account was permanently closed.
(See Email Screenshot 1)
Despite their official confirmation, the casino unilaterally, without my request, and completely without my consent or knowledge, reopened my closed account. They did this strictly behind my back. I only discovered it was active after receiving unprompted communication. I logged in, found the account fully accessible, and suffered a tragic loss of 80,000 PLN in a single night due to their failure to keep the account locked.
(See Email Screenshot 2)
When confronted about this illegal reactivation, the casino realized their severe liability. As a direct admission of their mistake and fault, they immediately blocked the account again and physically refunded 20,000 PLN to my bank account, labeling it a "gesture of goodwill".
(See Email Screenshot 3)
I want to emphasize in the strongest terms that there was never any agreement, settlement, or amicable solution discussed or signed in this matter. When I provided my bank details for the 20,000 PLN partial refund, I explicitly protected my rights in writing, stating: "przyjęcie tej kwoty nie stanowi ugody, zrzeczenia się przeze mnie dalszych roszczeń ani uznania sprawy za zakończoną... Nadal podtrzymuję swoje stanowisko dotyczące zwrotu pełnej kwoty 80 000 zł."
The casino transferred the money anyway, knowing my strict conditions. Their unilateral claim that the matter is "closed" has no legal weight and is just an attempt to avoid their full responsibility.
(See Email Screenshot 4 and Email Screenshot 5)
To help you understand why the casino acted so predatory by secretly reopening my account: I have lost a minimum of 500,000 PLN in this specific casino over time. I have strong grounds for multi-layered claims regarding how they handled my player profile and historical deposits. They knew I was a high-value player, which is exactly why they illegally reactivated my account without my permission to lure me back.
Since they have already physically paid 20,000 PLN—thereby legally admitting their fault for the unauthorized reopening—I kindly request Casino Guru's urgent intervention to force them to refund the remaining 60,000 PLN of this specific incident.
Please see all the original email screenshots attached to this message.
Best regards,
Estera D.
Thank you for your responses and for providing further information regarding your situation.
Unfortunately, after carefully reviewing all the available evidence, we could not find sufficient evidence showing that your account closure request was related to gambling addiction or other gambling-related harm. Therefore, we are unable to assist you with your refund request.
Please understand that when we assess refund requests related to failed self-exclusion, we need clear and sufficient evidence that the player explicitly informed the casino about gambling-related harm or addiction and requested self-exclusion on that basis. Without such evidence, we cannot establish that the casino was aware of the player's vulnerability or that it failed to take appropriate measures to protect the player.
For this reason, we are unable to hold the casino responsible for the subsequent losses, and we will therefore proceed with rejecting the complaint.
Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.
Best regards
Veronika
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