The player from Germany made a withdrawal on March 11th, received a confirmation that it was completed on March 13th, but the funds were credited back to his account due to a requirement to wager again. He has contacted support multiple times without resolution.
OnlySpins Casino - Player's withdrawal is delayed and funds are blocked.
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Waiting for Casino Guru to reply
6d 17h 48m 22s
OnlySpins Casino
Safety Index:HighCase summary
Discussion
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yesterday
Translation
Good day
I made a withdrawal on March 11th.
On March 13th, I received a confirmation email that the withdrawal had been completed.
And then the money was credited back to my player account, but I can't withdraw it because I supposedly have to wager it again.
I've already contacted support a few times, but they just keep putting me off.
I hope someone here can help me.
Automatic translation:
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7 hours ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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7 hours ago
Hello,
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 before?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with or without an active 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,
Attila
