The player from Germany had three pending withdrawals of €500 each since May 13th, which remained unprocessed after two weeks. Despite multiple inquiries and correct registration, she did not receive her winnings. The complaint remained unresolved due to the player's lack of response to the Complaints Team's requests for additional information and communication with the casino. Consequently, the complaint was closed for the time being, with the option for the player to reopen it if she chose to resume contact.
OnlySpins Casino - Player's withdrawals are delayed.
Closed
Our verdict
Player stopped responding
Amount: €1,500
OnlySpins Casino
Safety Index 8.4 HighCase summary
Discussion
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1 month ago
Translation
Since May 13th, three withdrawals of €500 each have not been processed. This is despite multiple inquiries and correct registration. No bonus funds were used.
Automatic translation:
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1 month 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.
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1 month ago
Dear MONDIAL39,
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?
- Could you please share with me your communication with the casino when attempting to resolve the situation? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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
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1 month ago
Dear MONDIAL39,
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.
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1 month ago
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,
Tomas
Casino.Guru
