The player from Germany faced an issue with an incomplete game history for April 5th, 2026, which was stuck at a specific time, preventing her from providing the necessary details for her participation in the Wonderpot promotion. She had not received the credited win of over 21,000 despite numerous emails to Onlyspins over the past months. We reviewed the evidence she provided, including the incomplete game history and communications with the casino, but found it insufficient to confront the casino effectively. Due to the lack of verifiable proof of winnings contradicting the casino's records, the complaint was rejected. The player was informed that she could contact us again for any future issues.
OnlySpins Casino - Player's winnings are delayed due to incomplete game history.
Closed
Our verdict
Insufficient evidence from player
Amount: €21,000
OnlySpins Casino
Safety Index 8.2 HighCase summary
Discussion
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1 month ago
Translation
My game history for April 5th, 2026 isn't displaying completely. It's stuck at 11:53 and won't go any further. I need the times from 00:00 to 11:52, which I've already sent via email. However, I've been given the runaround for three months now, and nothing has happened.
I participated in the Wonderpot promotion and was shown the Wonderpot Ultra as a win of 21,000+, but this amount has not been credited to my gaming account. As described above, I cannot provide the times and bet ID because my game history is incomplete. I have already sent countless emails to Onlyspins, but I keep getting the same replies. I urgently need help.
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1 month ago
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1 month ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with OnlySpins Casino.
I checked the demo version of the game you specified and found this option to retrieve your game history:
The games in the casino are programmed to continue even when the connection between the server of the game provider and you is disconnected. If such an event happens, you can see a different result on your screen than on the server of the game provider. If two different results exist, the correct one is the one on the server of the game provider.
Please allow me to ask you a few questions so I can better understand the situation.
- Do you have access to the game's history via the option I shared in the screenshot?
- Is there any evidence that the wins were credited to your player's balance at any point?
- Could you please share with me your communication with the casino when attempting to resolve the issue and when asking for your full game history? 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
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1 month ago
TranslationNo history is displayed.
My first Wonderpot Ultra win of €24,900 was credited to my gaming account on April 5, 2026, at approximately 2:42-2:45 AM. After playing a few more games, I was lucky enough to spin the Wonderpot again. I won another Wonderpot Ultra of €21,000, but this amount was not credited to my gaming account.
I will gladly send you the relevant documents.
Best regards
Özlem
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1 month ago
TranslationUnfortunately, this continues unabated. They refuse to send me my complete betting history. They constantly request a betting ID, which I don't have because I can't access the history.
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1 month ago
TranslationThey only sent me this, but it doesn't address my actual question and request at all.
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1 month ago
Thanks for your patience.
Sadly, this is not enough evidence for us to confront the casino.
I would recommend you request records that show the breakdown of each bet on each row.
Without similar evidence, there is little we can accomplish. I apologize for the inconvenience.
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1 month ago
TranslationI've been doing that since April 6th, 2026. However, I keep getting the same response: it's being forwarded to the responsible department, who will get back to me. But nothing happens.
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1 month ago
Thanks for your reply.
Send me the records you obtained from the casino in Excel format for review. Thanks in advance for your cooperation.
My email is tomas@casino.guru
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3 weeks ago
Thanks for your reply.
I went over the information provided; however, it's not sufficient for us to confront the casino.
Unfortunately, we won't be able to confront the casino without any evidence of winnings accrued on your account, contradicting the casino's records.
Due to the aforementioned reasons, we will now proceed to reject this 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.
