The player from Germany requested account closure due to gambling addiction and had lost over 2000 euros. He had repeatedly contacted the casino for support related to his condition but was dissatisfied with the response and sought to recover his funds. The Complaints Team concluded that the casino acted promptly in closing his account after his self-exclusion request, which was processed within a reasonable timeframe. Consequently, it was determined that he was not eligible for a refund of his deposits, leading to the rejection of his complaint as unjustified.
OnlySpins Casino - Player seeks to close account and retrieve lost funds.
Closed
Our verdict
Unjustified complaint
Amount: €2,500
OnlySpins Casino
Safety Index:HighCase summary
Discussion
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4 months ago
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4 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.
What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?
When was the first time you contacted customer support via email to request self-exclusion due to gambling addiction?
Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
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4 months ago
Has the casino replied to your emails in the meantime? If so, kindly forward me the conversation at veronika.f@casino.guru.
Is your account still open, or has it been closed?
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4 months ago
Translation
Dear Veronika, I haven't received a reply.
Automatic translation:
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3 months ago
I’m glad to hear that your account is now closed. Could you please let me know the exact date when the casino closed it?
Also, have you received any information regarding your refund request?
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3 months ago
TranslationI received nothing further.
Account was closed on November 1, 2025.
Automatic translation:
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3 months ago
Could you please specify from which email address you sent your self-exclusion request on 25 October? Also, please forward this closure request to me at veronika.f@casino.guru.
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3 months ago
TranslationDear Veronika, I deleted all emails.
I already wrote to you about what I had.
Automatic translation:
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3 months ago
TranslationDear Veronika, I have just forwarded your email
Automatic translation:
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3 months ago
From the screenshots I received from you during the investigation of the complaint, you informed the casino of your gambling addiction on October 29. The casino closed your account on November 1, which is three days later.
Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.
From our perspective, OnlySpins Casino acted promptly and restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request-processing period.
As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.
