The player from Germany requested a withdrawal that was approved but subsequently canceled due to an error from the payment provider. Despite a manual withdrawal request pending since November 13, he received conflicting information and had not received any progress updates from customer support. The issue was resolved when the player received confirmation that his request had been escalated, leading to the processing of the manual withdrawal transaction. Following this resolution, the player marked the complaint as resolved.
OnlySpins Casino - Player’s withdrawal is delayed and pending.
Resolved
Our verdict
Case closed
Amount: €295
OnlySpins Casino
Safety Index:HighCase summary
Discussion
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3 months ago
Translation
A withdrawal was originally requested on November 5, 2025, and approved on November 7. Then, on November 13, 2025, the balance was credited back to my player account. Reason: The payment provider did not process the payment correctly. A manual withdrawal has been pending since November 13, 2025, but nothing is happening, and I'm receiving conflicting information. I last received an email (November 19, 2025) from kyc@onlyspins.com I received it, but haven't received any feedback from them yet. (Contact support.)
Latest news from the casino:
"Thank you for contacting the OnlySpins.com support team."
I have just forwarded your case to the relevant department, which will review it as soon as possible. Please expect an email with further information shortly.
If you have any further questions, please feel free to contact us by email or via live chat.
Best regards,
OnlySpins Customer Support
"Good day Mr. F.,
Thank you for contacting our OnlySpins customer service.
First of all, we would like to apologize for the delayed response and any inconvenience caused.
We regret to inform you that the payout was cancelled due to an error on the part of the provider, who was unable to process the transaction correctly.
We advise you to double-check your payment details. Before trying again, we recommend using Google Chrome as your browser, ensuring that pop-ups are enabled, and clearing your cache and cookies.
If you are still experiencing problems with your payout after following the suggestions above, please contact us again so we can investigate the matter further.
If you have any further questions, please contact us by email. support@OnlySpins.com or via live chat."
Is this a valid reason, or is the profit just being delayed?
Edited by a Casino Guru admin
Automatic translation:
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3 months ago
Important notice:
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Stay safe.
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3 months ago
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.
- Could you please clarify whether the manual withdrawal from 13 November was also cancelled?
- Which payment method did you select for this manual withdrawal?
- Have you provided the casino with the correct payment information?
- Did you contact the casino after receiving the email on 19 November asking for additional payment details?
- Has the disputed amount been returned to your casino account?
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
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3 months ago
TranslationHello Veronika
- In my opinion, a manual payout never took place.
- Payout to my bank account (in my name, equivalent to the player account details)
- On Wednesday, November 19, 2025, I went directly to the Kyc@onlyspins.com Mail responds and sends you all the requested data (name, IBAN, bank country, BIC, bank name etc.)
- Yes, I contacted them again on November 20, 2025, but then I received the answer shown above:
- "Thank you for contacting the OnlySpins.com support team. I have just forwarded your case to the relevant department, who will review it as soon as possible. Please expect an email with further information shortly. If you have any further questions, please feel free to contact us by email or via live chat."
Sincerely, OnlySpins Customer Support
- Nothing has happened since.
- On November 13, 2025, the amount was credited back to my player account. However, I cannot request a new withdrawal because I would first have to wager the amount, since it has already been "credited" to me. The original withdrawal was approved on November 7th and, according to the portal, was "in transit." No one can tell me exactly why the payment was canceled a few days after the review, except that the payment provider had a problem.
Honestly, I don't know if I should just wait. I have a slight feeling they're trying to stall, hoping I'll just keep playing so they don't have to pay anything out.
Thank you in advance!
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3 months ago
TranslationI contacted support again and received the following answer:
"Thank you for contacting our OnlySpins customer service with your feedback and kind confirmation."
We can inform you that your request has been escalated internally for follow-up, so that the details you provided and this situation can be reviewed in detail by our responsible department and you can receive the manual withdrawal transaction as soon as possible.
As soon as there is an update, you will be notified immediately via email.
We sincerely apologize for the delay. Thanks to your report, we are continuing to carefully process your case so that you can have it resolved soon.
If you have any further questions or requests in the meantime, please always contact us directly by email. support@OnlySpins.com or via live chat.
Best regards,
Your customer service OnlySpins"
Automatic translation:
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3 months ago
TranslationA withdrawal was requested this morning at 8:30 and processed at 10:30. The money is already in the account, which is quite amusing. The matter is therefore closed.
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3 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear LongJumping,
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,
Veronika
