OnlySpins Casino - Pelaaja haluaa sulkea tilin ja saada takaisin kadonneet varat.

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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

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?

Dear Veronika, I haven't received a reply.

Libe Veronika ich habe kein Antwort mehr erhalten

Account is closed

Account ist geschlossen

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?

I received nothing further.

Account was closed on November 1, 2025.

Habe weiter nichts mehr erhalten

Account wurde am 1.11.2025 geschlossen

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.

Dear Veronika, I deleted all emails.

I already wrote to you about what I had.

Libe Veronika habe alle Email gelöscht

Was ich gehabt habe habe ich Ihnen doch geschrieben

Dear Veronika, I have just forwarded your email

Liebe Veronika ich habe ihnen so eben Email weitergeleitet

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.