OnlySpins Casino - Player's withdrawal is delayed and account verification is under review.

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.

Dear Thomasvalais04051997,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• When did you submit the required documents for your KYC verification?
• What specific reasons were given for the rejection of your verification documents?
• Have you received any confirmation or updates from the Finance Department regarding your case?

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

Petra

Thank you for taking my case. I would like to clarify some important details regarding my account at OnlySpins Casino.

During registration, I mistakenly used a nickname instead of my legal name and an email address I no longer have access to. However, I want to emphasize that:

All deposits were made from my personal bank account (IBAN) which clearly shows my real name.

I have already provided the casino with my ID/Passport and official Bank Statements that prove I am the owner of the funds.

My verification (KYC) has been rejected 3 times without a specific explanation, even though I have provided all the correct documents

Thank you in advance for your assistance

Hello Thomasvalais04051997,

We would like to update you that due to Petra, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petra has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petra will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply and for providing the previous details.

Could you please clarify the nickname and name used during registration, as well as the email address mentioned?

Could you also confirm whether the payment method was successfully verified in my account?

Have you received any communication from the casino via email regarding this matter? If so, could you please forward it to me?

Thank you again for your cooperation.

Dear Thomasvalais04051997,

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,
Petra
Casino.Guru