OnlySpins Casino - Player’s withdrawal is delayed.

Hello,

For over 3 weeks now, I have only been receiving updates saying that the matter is "being processed" or "has been forwarded to the appropriate department," yet I still have not received any concrete answer or resolution.

I understand that some cases may require additional time, however waiting more than 3 weeks in 2026 is simply too long. I kindly ask for immediate assistance and a clear update

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Dear Adarq,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

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,

Tomas

Hello,

yeah 2x 500€

they didn’t request KYC so far and i have this option disabled to pass

yeah but I wagered it and played for real funds

Dear Adarq,

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,

Tomas

Dear Adarq,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. 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 provide more information about this case and state the reason why the player has not received his withdrawals yet?

Thank you so much in advance

Dear all,

Thank you for the patience.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Onlyspins

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,

Thank you for the patience.

We would like to inform you that your account is verified.

Kind regards,

Onlyspins

Dear OnlySpins Casino Team,

thank you very much for the update!

Dear Adarq,

please let me know about the withdrawal request.

Dear all,

Thank you for the patience.

We would like to inform you that the withdrawals of the player is successfully completed.

Kind regards,

Onlyspins

Hello,

I appreciate your help, without you they would keep it until now IMO

It has been paid out.

Dear Adarq, I'm so glad to hear that your money has arrived! I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.