The player from Germany had experienced a delayed withdrawal of €16,999 from OnlySpins Casino, which had been pending since November 11th. Despite receiving an email requesting document uploads, her account had indicated no verification was needed, and she had not received a response to her follow-up. Eventually, the player submitted all required verification documents after multiple requests and clarifications, including a government-issued registration certificate with a certified stamp. The casino confirmed her account verification and processed a partial withdrawal of €500, with the remainder forwarded for payment. The complaint was closed due to the player's lack of further response. Upon reopening the complaint, the casino processed multiple withdrawals, with the final balance fully paid out after addressing delays related to withdrawal limits and document verification. The complaint was then resolved following the player's confirmation of receipt.
OnlySpins Casino - Player's withdrawal is delayed.
Case closed
Amount: €16,999
OnlySpins Casino
Safety Index 8.2 HighCase summary
Translation
Good morning, I hope you can help me.
I'm having a problem with OnlySpins Casino. I want to withdraw €16,999. My withdrawal has been pending since November 11th. The casino sent me an email saying I should upload documents to my account, but my account says: "It looks like your account doesn't need to be verified."
I replied to their email stating that my account shows no verification is required, but Onlyspins is no longer responding.
Important notice:
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If anything seems suspicious, contact us directly.
Stay safe.
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 tried submitting your verification documents via email, as suggested by customer support?
- When was the last time the casino communicated with you regarding this issue?
- What types of games did you play?
- Did you accumulate your winnings with or without a bonus?
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
TranslationHello Veronika.
I did not send my documents via email. The casino did not tell me which documents were required, and my account states that verification is not necessary without the option to upload documents.
The email from the casino was dated November 21st, and I have not received a reply to my email to this day.
I only played Zeus vs Hades and I didn't need to use the bonus because I won with real money.
Dear batong
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,
Veronika
Dear batong,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. 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 state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
TranslationHello Veronika,
I'm still waiting and so far there's been no change.
Dear batong,
I got in touch with the casino and they wrote this:
We are currently experiencing technical issues that are preventing us from logging in and responding within the thread.
Could you please let the player know that in order to proceed with your withdrawal request, we are required to verify your account.Kindly provide a clear copy of a valid identification document (both front and back) along with a proof of address, such as a recent utility bill.Please reply to the email we have sent and attach the requested documents. Once received, the relevant department will review them, and we will provide you with an update as soon as possible. Thank you for your cooperation.
Kind regards,
OnlySpins Casino Team
Can you be so kind and send required documents according to casinos specifications?
Thank you so much in advance!
TranslationHello Martina,
I sent the documents to the email address of onlyspins.
Dear batong,
Thank you for the update!
Dear OnlySpins Casino,
can you please let us if you received players email and if there is anything else there is to submit?
Thank you
Message from OnlySpins Casino
If you could please inform the player once again that we need them to upload also Proof of Address of a utility bill that is not a mobile bill, also we need proof of deposit in a pdf format and proof of Crypto ownership.
TranslationI uploaded the required documents to my account. However, a screenshot from my crypto app showing my name, email address, and home address isn't possible because that information isn't available in the app. I did take a screenshot showing my crypto address, which belongs to me and is the one I previously used for deposits.
OnlySpins Casino has some technical difficulties to post in this thread, so here it is:
If you could please inform the player once again that we need them to upload also Proof of Address of a utility bill that is not a mobile bill, also we need proof of deposit in a pdf format and proof of Crypto ownership.
We will inform the player as well by email but if you could please reply on the forum on our behalf we would appreciate it.
TranslationI have uploaded all the documents to the account.
Dear Martina,
We appreciate you staying in constant communication with the player while we addressed the technical issue.
Dear batong,
We received the required documents, the relevant department, will review it and provide an update at the earliest convenience.
Thank you for your patience and understanding.
Best regards,
OnlySpins Casino Team
Dear batong,
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.
Dear batong,
Kindly note that you need to re upload the following documents:
- Please re-upload proof of address document in the form of household Utility Bill, Bank statement or any government issued doc, showing your name; current address and not older than 180 days in PDF.
- Please provide us with crypto ownership showing holder names.
- Please provide us with proof of deposits.
Kind regards,
OnlySpins Casino Team
TranslationI have uploaded new proof of address. I made an appointment at the local registration office and obtained an official registration certificate. An official registration certificate is listed among the accepted documents.
A screenshot from my crypto app showing my name, email address, and home address isn't possible because that information isn't available in the app. I did take a screenshot showing my crypto address, which I own and used for previous deposits. I use the Trustwallet app; you can verify this yourself. It only displays my crypto address, no other personal information.
I have now uploaded a screenshot of my crypto address for the second time. Please verify my account now.
Dear batong,
We kindly inform you that we have receive the requested documents and we are currently reviewing your request in more detail. Rest assured, we will keep you updated as soon as there is any progress.
Thank you for your understanding and patience.
Kind Regards,
OnlySpins Casino Team
TranslationI've been waiting for my payment since November 11th. How is it possible that my documents still haven't been checked?
TranslationWhen will I finally receive my money? They send me several attempts a week to get me to keep playing, but there has been no progress on my withdrawal since November 11th. It's all a tactic to keep players playing so they don't have to pay out.
Dear batong,
Please re - upload proof of address document in the form of household Utility Bill, Bank statement or any government issued doc, showing your name; current address and not older than 6 months in PDF.
To verify your account, please re - upload the requested documents to our website. You can find the verification page, along with all the necessary documents, on your profile to complete the process.
Kind regards,
OnlySpins Casino Team
TranslationI specifically made an appointment at the local registration office and obtained an official registration certificate. An official registration certificate is listed among the accepted documents. Why is something else being required now?
I request clarification; this is the 4th document as proof of address that onlyspins rejects, even though it is clearly listed among the accepted documents.
They themselves say it's an official document issued by a government agency. That's exactly the registration confirmation I uploaded.
Dear OnlySpins Casino, could you kindly provide further details on the matter? Thank you for your assistance.
Dear batong,
Please note that this document is required in PDF format. Once it has been re-uploaded as a PDF, we will move forward with your request.
Kind regards,
OnlySpins Casino Team
TranslationThis document does not exist in PDF format; I had to pick it up in person at the city administration by appointment.
You specify whether it's JPG, PNG or PDF.Why am I being misled now? I only have this document in physical paper form.
Dear OnlySpins Casino,
I would like to kindly request that you consider accepting the document in a different format, as it is currently only available in its physical form. Thank you very much in advance for your understanding and assistance.
Dear batong,
Kindly note that in the government issued document, there is no signature and stamp on it. In order to accept this type of document a signature and stamp is necessary.
Alternatively you can provide us with proof of address:
- Utility bill ( gas, electricity, water, internet bill, without mobile phone bill)
To verify your account, please upload a clear, full-view document issued in the last 6 months. Make sure we can see your full name and address without any parts of the page being cut out.
Kind regards,
OnlySpins Casino Team
TranslationHello, the document has a total of 3 pages. I only uploaded the first page, which is why it wasn't stamped. I've uploaded all 3 pages again to my account with a certified stamp and signature, and I'm also sending it here again for Casino Guru.
Could you please complete my verification now? I've been waiting since November 11th.
Dear batong,
Your account has been successfully verified.
You may now submit a withdrawal request at your convenience.
Kind regards,
OnlySpins Casino Team
Those are great news! Thank you very much OnlySpins Casino for the update!
Dear batong
Please keep me updated about the process. Thank you!
TranslationI would like to know when I will receive my payments? Nothing has been paid out so far.
Dear OnlySpins Casino,
I would greatly appreciate it if you could provide us with an update regarding the status of the players' withdrawals. Thank you very much for your assistance.
Dear batong,
Kindly note that your withdrawal request of 500 EUR was successfully completed.
Additionally, your withdrawals request have been forwarded to the appropriate department, which will process the payment at the earliest opportunity.
Thank you for your patience and understanding.
Kind regards,
OnlySpins Casino Team
Thank you OnlySpins Casino Team for the update!
Dear batong, please keep me informed about the withdrawals. Thank you so much!
Dear batong,
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.
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,
Martina
Casino.Guru
We have reopened this complaint at the request of Batong. Our intention is to give this case another opportunity for resolution, ensuring that both parties can arrive at a satisfactory conclusion.
The player has indicated that she still has a remaining balance to withdraw.
Dear batong,
Please keep us informed about the status of your withdrawal processing at the casino, ideally on a weekly basis. Thank you very much for your cooperation.
TranslationOnlyspins has stopped processing withdrawals and is not adhering to its own schedule and limits!!!
Payments outstanding since February 16th have not been processed and the monthly limit was exceeded in February!
Dear OnlySpins Casino Team,
I would kindly like to ask you to provide clarification regarding the reason why the withdrawal process has been paused.
Your explanation will help us better understand the situation and move forward accordingly.
Thank you very much in advance for your cooperation.
Dear All,
We sincerely apologise for the longer-than-usual processing time and any inconvenience caused by the delay to withdrawals.
We are pleased to inform you that, since the complaint was reopened on 2 March 2026, four different withdrawals have been successfully processed.
In addition, your two current pending withdrawals have been forwarded to the relevant department, which will process the payments as soon as possible.
Thank you for your patience.
Kind 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 All,
Please be informed that We are continuing to process withdrawals.
The last three most recent requests have been forwarded to the finance department for priority handling and will be completed as soon as possible.
Thank you for your patience.
Best Regards,
OnlySpins Casino Team
Thank you OnlySpins Casino for the update!
Dear batong,
Please keep us informed once you receive your withdrawals. Could you also let me know how much of your balance still remains to be withdrawn?
Thank you very much in advance.
Dear Batong,
Thank you very much for your assistance. I kindly ask you to keep me updated on the process until all of your balance has been successfully withdrawn. I appreciate your help in advance.
TranslationI still owe €6000
TranslationMy withdrawals are still being processed much more slowly than the casino states on its website. It's clearly visible here that a withdrawal requested 9 days ago still hasn't been processed.
TranslationIt's a real struggle to get my money. No new withdrawals have been processed.
Dear batong,
Is it possible that the delay in processing was caused by the monthly withdrawal limit being reached?
Let’s wait until after Easter — the withdrawals may resume then. Please keep me updated on any progress.
Thank you very much in advance.
Dear batong,
The delay in processing your withdrawals may be due to the monthly withdrawal limit already having been reached.
I would therefore kindly suggest waiting until the end of Easter, when the April withdrawal limits should reset and the pending payments can be processed. So please keep me updated.
Thank you very much for your patience.
TranslationHi Martina,
No, the monthly limit wasn't reached at all in March. The withdrawals simply weren't processed. That's been the case with Onlyspins since the beginning. Winning at the casino is hard enough, but getting your money from Onlyspins is even harder.
Dear OnlySpins Casino,
Could you please provide us with an update regarding the player’s withdrawals? We would appreciate some clarification on the current situation.
In particular, could you kindly explain why the monthly withdrawal limit was not met in March and why the withdrawal requests from 20/03 and 22/03 are still pending?
Thank you very much in advance for your cooperation.
Dear All,
We would like to inform you that we are continuing to process all withdrawal requests.
At this time, all requests have been successfully completed with the exception of one final pending withdrawal for 499 EUR.
We will provide a further update as soon as this remaining transaction is finalized.
Thank you for your continued patience and understanding.
Kind Regards,
OnlySpins Casino Team
Dear OnlySpins Casino Team,
I would like to kindly ask whether there is anything the player can do on their side to help ensure that the withdrawals are processed more regularly.
Any guidance you can provide would be greatly appreciated.
Thank you very much in advance for your cooperation.
Dear All,
We are pleased to confirm that the full balance has been successfully withdrawn, leaving no remaining funds in the account.
Furthermore, now that the account is verified, We are confident that all future withdrawal requests will be processed within a maximum of three business days, in accordance with our Terms and Conditions.
Should the player encounter any issues or have further inquiries, We kindly invite him to contact complaints@onlyspins.com.
We are committed to expediting all player requests and providing timely assistance.
We want to thank you all for your continued patience and cooperation.
Kind Regards,
OnlySpins Casino Team
Dear OnlySpins Casino,
thank you so much for the update!
Dear batong
At this point it should only be 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.
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear batong,
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
