Onlywin Casino - Player's account has been restricted after winnings.

I played on OnlyWin for more than a year, and during that time everything appeared normal. The platform looked professional, I received bonuses and cashbacks, and nothing seemed suspicious.

But everything changed exactly when the stakes were highest:

1-After a big win, my withdrawal became heavily restricted.

Instead of processing my withdrawal, they:

Limited how much I was allowed to withdraw

Delayed the process

Rejected my withdrawal multiple times

Put my account "under review" without explanation

Removed bonuses and cashbacks I had already earned

This happened even though they had verified my documents long ago.

2-After a big loss, when I should have received a VIP upgrade and a large cashback, my VIP status disappeared instead.

According to their own rules, my activity should have qualified me for:

a VIP level upgrade, and

a significant cashback from my losses

But instead:

My VIP status dropped overnight

My earned rewards were removed

The large cashback I was supposed to receive never appeared

Perks I had already earned were taken away

Features that worked the day before were suddenly disabled

Support responses became repetitive and avoided addressing the real issues.

The timing of every change — both after the big win and after the big loss — was impossible to ignore.

So simply, they drained me and kicked me off when I was no use anymore.

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Dear Dorin88,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Onlywin Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Have you successfully passed the KYC verification?
• Can you please share the rules for the cashback offer?
• Could you please specify what your disputed amount stands for?

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,

Katarina

Dear Katarina,

Thank you for your response and for reviewing my complaint.

Please find my answers below:

1. KYC Verification

Yes, my account was fully verified last year. I had already completed all KYC requirements and had been playing and withdrawing without issues for more than a year.

The new verification request appeared only after a very large loss, not before.

2. Cashback Rules (Evidence Attached)

The casino had two cashback systems, both of which I used regularly:

a) 11% Live Casino Cashback

As shown in the attached image, the casino clearly states an 11% cashback on net losses in live casino games.

I lost money in the live casino, which qualifies under this rule, but they refused to pay the cashback.

b) VIP Cashback

I was part of their VIP program for a long time. I regularly received VIP cashback based on my losses.

However, after the large loss, the casino:

removed my VIP status without warning,

removed my cashback privileges,

and refused the cashback I should have received.

They never provided written terms for either cashback system, despite multiple requests.

3. Disputed Amount

The disputed amount includes:

the 11% live casino cashback I was entitled to (proof attached),

the VIP cashback that suddenly stopped,

and the withdrawals that were delayed, limited, and rejected without valid explanation.

Additionally:

withdrawal limits were changed suddenly,

withdrawals were rejected multiple times,

my account was restricted only after my large loss,

verification was requested only after my balance was gone.

I can provide full chat logs, screenshots, and account history to support all of this.

Thank you again for your assistance. Please let me know if you need any additional evidence — I will provide it immediately.

I would like to add one more important piece of evidence to my complaint.

After my large loss and after I questioned the casino about blocking my cashback, level-up rewards, and bonuses, I received the attached email from "Alex, VIP Manager."

In this email, the casino states that my cashback, VIP rewards, and level-up prizes can only be reactivated after "increased account activity."

This means they expect me to deposit and play more in order to receive rewards that I had already earned from previous losses.

This is highly inappropriate and raises serious concerns:

Cashback and rewards should not depend on making new deposits.

I was pressured to "increase activity" right after a large loss.

My VIP status and rewards were removed without explanation.

The casino did not request verification until after my balance was gone.

Immediately after this email — and after I submitted my complaint — my gameplay was restricted.

This email confirms that the casino attempted to delay or deny my cashback and rewards unless I continued depositing.

I am submitting it as further evidence of manipulative behaviour and unfair treatment.

Thank you for reviewing this additional information. I can provide any other screenshots if needed.

Hi again

I would like to attach some evidences for my complaint.

please find my VIP status

my verification proof

Aldo screenshot that shows I used to get 11% cashback from VIP status and 10% of total loss in live casino. Please note all my big loss recently was in the live casino ($22000, I can send you screenshots from my history of gaming if needed) so they needed to pay me $2200 cashback which could possibly compensate a portion of my big loss.

I believe its important you be aware of this new conversation

I have to also add The casino requested bank statements showing Apple Pay deposits, but these transactions never show the casino name because the merchant is hidden via third-party processing. This proves their request is not a real verification step. Honestly they are looking for an excuse. If this method of payment is not acceptable , why they have it? Why they did accept all money and after I lost asked for verification? Why they did not reject my transaction?

This is my last conversation with them. I do not intend to answer them anymore, so I will ignor all their emails from now on.

If you need me to act differently, please let me know.

Please find attached the latest email from the casino. As you can see, they completely avoided explaining why my VIP cashback, live-casino cashback, and VIP upgrade were removed. Instead of addressing the issue, they are asking me to verify again and even make another deposit of 100 CAD.

Please note that I will not be responding to the casino anymore. Their messages are stressful, manipulative, and they continue to avoid the core problem. I truly hope you can help me expose this behaviour and hold them accountable.

Dear Katarina

Thank you for continuing to review my case. I would like to add one more important document to support the investigation.

After reviewing everything, I realised that all the issues actually started with the live chat conversation I am attaching. At the time, I didn’t fully understand what was happening, but this chat clearly marks the beginning of the problems.

The conversation shows:

my bonuses and cashback were removed without any explanation,

support repeatedly told me to "keep playing" to restore my account status,

no agent could provide a clear reason for the removal,

I was passed between agents who gave copy-paste responses,

my VIP communication that was normally handled through WhatsApp suddenly stopped,

the VIP manager later contacted me through email instead — and I have already forwarded those emails to you,

and importantly, my account was not blocked at that time, so I was still able to deposit and play exactly as they wanted.

Since this chat is the point where everything started, and it connects directly to the events shown in the emails I already provided, I believe it is highly relevant to your investigation.

Please add this stitched conversation to my case documentation.

Thank you for your assistance.

Kind regards,

Leila

Dear Dorin88,

thank you for your replies and updates.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots. Please provide all screenshots previously shared in this thread, as many appear blurry and are difficult to read.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear Katerina,

I have just submitted an email to you. I included a full summary of my case and attached all documents in proper order by date. I have tried to make everything as clear and organized as possible.

Please let me know if you need any additional information from me.

I truly appreciate your valuable help.

Kind regards,

Leila

Hi Katarina

I sent three emails to you, in total.

Thanks a lot

Dear Dorin88,

thank you for your replies and emails.

• Do I understand correctly that your account is currently still blocked?
• When was the last time you made a deposit, please?

Best regards,

Katarina

Dear Katarina,

Yes, my account is still blocked (I have attached a screenshot). Here is the information you requested:

My last deposit was on Nov. 22 at 07:17 AM. I stopped playing shortly after I lost that deposit.

I received the additional verification request on Nov. 23, only after all my money was lost and after I had already stopped depositing.

Even though the account was "under review," I was still allowed to deposit and play until they publicly responded on Trustpilot on Nov. 27.

From Nov. 27, my account became fully restricted — I could not deposit or play anymore.

These supporting documents are attached here again.

Please let me know if you need any other details.

Best regards,

Dear Katarina

Also, I want to clarify that the Apple Pay method they are questioning was used many times using my own credit cards before without any issues. No verification was ever requested until after my balance was lost, I had a huge loss and my cashback was due. If the casino truly considered this method suspicious, it should have been flagged earlier — not after multiple accepted deposits. I can provide proof of the new and previous Apple Pay transactions to you if needed.

Thank you!

Dear Katarina

I just sent you another email with an attachment.

Best regards,

Leila

Also, I would like to clarify why I continued depositing. My account appeared fully active and, based on my prior experience, I genuinely believed I remained eligible for the advertised cashback and VIP benefits. These benefits were an important factor in my decisions. At no point was I informed that my account was under investigation or that cashback/VIP bonuses would be denied. Despite this, deposits continued to be accepted and processed, which strongly reinforced the impression that my account was operating normally.

OnlyWin’s AML/KYC policy states that when activity is atypical, source-of-funds verification may be required and that "until the source of funds is verified, the transaction shall be frozen," and also that "no service shall be provided" where there is good reason to suspect money laundering.

For clarity, the deposits in question were made on November 22, while the "account under review" notice was received on November 23. If OnlyWin claims my account was already under AML/security review at the time of the November 22 deposits, could you please ask them to confirm, in writing:

the exact date and time the review began,

why deposits were still accepted/processed during an active review instead of freezing the relevant transactions, and

why I was not clearly informed at the time that cashback/VIP eligibility would be suspended, including the scope of any restriction.

Please also ask them to explain how accepting deposits during an "active AML/security review" aligns with their own policy language regarding freezing transactions and providing "no service" where there is good reason to suspect money laundering.

From a fairness and consumer-protection perspective, it is unreasonable to allow a player to continue depositing without clearly disclosing that key advertised benefits (cashback/VIP eligibility) have been suspended and the account is under investigation. A reasonable player would not continue depositing in those circumstances.

Given these contradictions, I believe OnlyWin should not have accepted my deposits under an alleged active review, and I am requesting that they return those deposits made on November 22.

Finally, I want to emphasize that I had used the same deposit method and the same card multiple times before (I sent you the proof via email that reflected my deposits on November 2) without any issues or restrictions. This further supports that there was no warning or indication that my account status had changed at the time.

Dear Dorin88,

thank you for your replies and emails.

After carefully reviewing your case and discussing it in detail with my superiors, we have reached the conclusion that, unfortunately, we are unable to assist you further with this complaint.

While you were allowed to make deposits while your account was under review, this alone does not indicate bad faith on the part of the casino, particularly as you were able to play without restriction during that time. Additionally, since the casino ultimately closed your account with a zero balance, there is very limited scope for us to intervene. As a private entity, the casino reserves the right to refuse service to a customer, provided this is done in line with its terms and conditions.

Regarding the cashout bonuses that were not granted, we regret to inform you that these also fall outside our scope. These bonuses appear to be part of the casino’s VIP promotions and tier-based rewards. At Casino Guru, we do not intervene in matters related to VIP levels or promotional structures, as each casino is entitled to define and manage these rules independently.

We understand that this outcome may be disappointing, and we regret that we are unable to offer further assistance in this matter. If you require further clarification or believe the outcome warrants additional review, we recommend contacting the Curacao Gaming Control Board directly at [email protected]. We also suggest reviewing our article on submitting complaints to the regulator for guidance.

This complaint will now be closed.

All the best,

Katarina