The player from Germany had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The issue had been related to the verification of his payment method, specifically the verification of residence documents, which had delayed the withdrawal process. After multiple document submissions and communication with the casino, including the eventual upload of a new valid residence permit card, the verification was completed and the account suspension was lifted. The player was then able to request withdrawals and received the payouts gradually. The complaint was marked as resolved following confirmation that all funds had been received.
OnlySpins Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €900
OnlySpins Casino
Safety Index 8.2 HighCase summary
Discussion
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8 months 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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8 months ago
Dear LeeRock,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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8 months ago
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Dear Casinoguru Team,
Thank you for your automated response. I would like to clarify that my issue is not directly related to a withdrawal problem, but rather to the verification of my payment method, which is currently blocking the withdrawal.
The payout is therefore "pending" because the verification hasn't been completed yet. I just wanted to clarify this so my case can be properly understood. I would like to send further screenshots and supporting documents via email, as I can only upload a maximum of 5 photos here. OnlySpins has not yet responded to my emails.
Thank you for your support!
Best regards
Arian Beqiri
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7 months ago
TranslationUpdate:
My bank statements haven't been fully verified yet. I first submitted them on November 2nd, and they were accepted 24 hours later, except for my MasterCard, so the statements were initially removed from the review process.
Later, I re-uploaded the MasterCard, and it took a week for it to be accepted. After that, the casino requested the bank statements again, even though they had already been accepted and removed from the verification process.
I have already submitted photos of my MasterCard (front and back), a selfie, my ID card, and bank statements. If the casino requests further information, I will not submit it again, as the verification process is complete on my end.
In the chat, I was assured that all documents had been received and forwarded, but my emails were not answered.
The payment has been pending since October 30th, and the verification process has been underway since November 2nd – no progress so far.
I ask Casino Guru to investigate the case and follow up with the casino, as there has been no response so far.
I am attaching the email with all submitted documents as proof.
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7 months ago
Dear LeeRock,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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7 months ago
TranslationHello,
Unfortunately, there are no new developments.
My bank statements have still not been verified, and the payment from October 30th is still pending.
The verification process has been fully completed on my end since November 2nd.
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7 months ago
TranslationI would like to make a brief correction to ensure all information is clear:
This involves a payout of €500 and another payout of €400.
In addition, there is still €260 in my player account that has not yet been paid out.
I have attached a screenshot showing the exact list of amounts and when they were requested.
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7 months ago
TranslationI forgot to mention that I also attached my registration certificate. This also confirms my residence.
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7 months ago
TranslationI would also like to point out that OnlySpins Casino has not yet responded to my emails.
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7 months ago
Dear LeeRock
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Attila G.
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7 months ago
Dear player,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite OnlySpins Casino representative to join this conversation.
Dear OnlySpins Casino,
Could you please provide clarification regarding this case?
Thank you in advance.
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7 months ago
TranslationHello Attila,
Thank you very much for your feedback and the information.
I greatly appreciate that my case is now being handled by Mirka, and I will wait for further feedback via this thread.
Thank you for your support.
Best regards
AWAY******
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7 months ago
TranslationHello Mirka,
I would like to give you a brief update on my case.
OnlySpins asked me today to upload both sides of my residence permit. My card has currently expired, and I'm waiting for the new one. Therefore, I currently only have my temporary residence permit, which serves as official proof of residence in Germany.
I have already explained this problem in detail via email, and all required documentation has been sent and posted on CasinoGuru. Despite this, the casino is requesting the card again, even though the existing documentation is sufficient.
Documents already submitted/verified:
Bank statements (including home address, already accepted)
passport
Registration certificate
current certificate of fictitious residence
Confirmed Mastercard verification
expired residence permit
Since the automatic upload system often rejects expired documents, I asked OnlySpins if the card would be accepted manually. If so, I'll upload it immediately; otherwise, uploading it manually would only cause unnecessary delays.
Thank you for your support!
Best regards
AWAY******
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7 months ago
TranslationThe casino's support team responded and informed me that I should still upload my residence permit via the verification area, even though I had explained my situation and the existing problems.
Since the casino explicitly requested the card, I have now uploaded it. Even though it has expired, it still shows my current home address. The email stated that processing could take up to three business days.
I went to the office today, and I will receive notification within the next two weeks as to when I can pick up my new residence permit. I will, of course, submit it then.
I hope that this is sufficient and that the verification will finally be completed.
Thank you for your support!
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7 months ago
TranslationUpdate:
I received an email from the casino today stating that my documents are currently being reviewed and that I will be notified upon completion. I am now waiting for confirmation.
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7 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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7 months ago
TranslationHello, I just wanted to let you know that my verification is still not complete. My account still shows "Processing / Reviewing" and I haven't received any feedback from the casino yet.
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7 months ago
Dear player,
I am trying to get in touch with the casino outside of this thread. I will notify you, if there are any updates.
Thank you for your patience.
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7 months ago
TranslationOkay, thanks. I'll get in touch as soon as I have any news.
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6 months ago
Dear player, I received the following message from the casino outside of the thread:
Dear LeeRock,
We would like to kindly inform you that we will return to you shortly with a clear update on your account verification so that you can complete your withdrawals smoothly.
We truly appreciate your patience and understanding.
Kind Regards,
OnlySpins Casino Team
I will notify you, when I receive any new information from them.
Thank you for your patience.
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6 months ago
TranslationHello Mirka,
Although the casino has not contacted me directly, I see in my account that an identification document is being requested again – this is the third time.
First, I uploaded my passport, whereupon the casino requested a document showing my address, even though I had already submitted several documents, including verified bank statements, that clearly showed my address. Then they requested my card via email, which I uploaded despite it being expired, because it had my address on it. After two weeks of processing, this submission was rejected. I've already explained that I'm currently waiting for my new card. Now they're demanding another valid document.
I will therefore upload my passport again and hope that the verification will be completed this time. I have been waiting a very long time for my documents to be processed and ask you to inform the casino that all required documents are available and that the passport should suffice as valid proof since the address has already been confirmed with bank statements, registration certificate, etc.
Thank you so much for your support, I really appreciate it.
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6 months ago
Dear player, I've received the following message from the casino:
Dear LeeRock,
We would like to inform you that the uploaded residence permit is expired.
We kindly request to provide us a German ID or valid Residence Permit from Germany.
Thank you for your cooperation.
Kind Regards
OnlySpins Casino Team
You mentioned, you are waiting for a new card. Is it the requested residence permit? Do you know estimated timeframe, in which you will receive it?
Thank you.
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6 months ago
TranslationI would like to point out that the date of my right of residence is noted on the decree: 15.12.2028.
Furthermore, I would like to thank you again for your support – I truly appreciate it and it is not something to be taken for granted.
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6 months ago
Dear player,
I asked casino about your newly submitted documents outside of this thread.
I will notify you, if there are any updates.
Thank you for your patience.
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6 months ago
Dear player,
I am trying to get in touch with the casino outside of this thread. I will notify you, if there are any updates.
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6 months ago
TranslationOkay, thank you very much for forwarding me.
My new physical residence permit card is expected to be issued within the next two weeks. As soon as it arrives, I will immediately upload it to my casino profile and here in this thread.
However, I hope that the verification can be completed in advance, as I have already submitted the official order and all other valid documents that clearly confirm my legal residence.
Thank you.
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6 months ago
Dear player,
The casino also informed me about the expired document. Please notify me, when you receive the new document.
Thank you.
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6 months ago
TranslationHi Mirka, thanks for the info. I actually already sent the casino the official order, which clearly states that my stay has been extended until 2028. It's annoying that they're not accepting it, but that's how it is. According to the authorities, it takes about a month for the card to be ready – that month is up in 9 days. After that, I still have to pick it up from the office. I'll upload it as soon as I have it. Please leave the appeal open until then, even if it takes a little longer due to the official processing time.
Best regards
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5 months ago
TranslationHi Mirka,
I wanted to inform you that my physical residence permit card has now arrived.
I have just uploaded them to the casino's verification area.
Additionally, I'm posting the physical residence permit card here in the thread so you can see directly that the document is now complete.
I would be very pleased if the casino could now finally complete the verification process. I have cooperated throughout the entire procedure, provided all requested documents, and always been patient.
Could you please ask the casino one more time to finally complete the verification process?
Many thanks for your support.
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5 months ago
TranslationHello Mirka,
I wanted to give you a brief positive update on my case:
The previous account suspension has been completely lifted. I can now request withdrawals without any problems and have already submitted one. So it looks very much like the verification process has now been successfully completed. 😊
I'm currently just waiting for the processing and receipt of the payouts. Since I can only withdraw a maximum of €500 per day, it will probably take a few days until everything is fully in my account.
As soon as the entire payout has been processed (or if there are any further problems), I will immediately post in the thread and give you the final update.
I would kindly ask you to leave the case open until then so that I can properly conclude the outcome.
Thank you so much for your great support and for continuing to keep an eye on the case!
A big thank you also goes to the OnlySpins team for the great cooperation.
Best regards
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5 months ago
Thank you for the update.
Please notify me, when you receive update in your withdrawal process.
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5 months ago
TranslationHello Mirka,
A brief update on my case:
The casino has now processed and sent the payouts. Most of the amounts have already been credited to my account.
A final withdrawal of €140 was also marked as sent, but it's not yet visible in my bank account. According to the casino, this can take up to 3 business days to be credited. I expect it to arrive in my account by tomorrow.
As soon as this amount has been received, I will immediately post a final update so that the case can be officially closed as resolved.
Thank you so much for your support and patience throughout the entire process.
Best regards
Arian
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5 months ago
TranslationHello Mirka / CasinoGuru team,
I can confirm that all payments have been received in full, including the last outstanding amount.
From my point of view, the case is now completely resolved and can be marked as closed.
Thank you so much for your support and patience throughout the entire process.
I would also like to thank the OnlySpins team for their cooperation and final editing.
Best regards
Arian
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5 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 LeeRock,
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,
Mirka
