OnlySpins Casino - Pelaajan kotiutus on viivästynyt.

Good morning, I placed sports bets and played slots at this casino.

Now my withdrawal has been pending since May 9th.

I have never been asked for any documents for verification.

Bom dia, efetuei apostas desportivas e joguei slots neste casino.

Agora tenho levantamento pendente desde 9 maio.

Nunca me foram solicitados documentos para verificação.

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.

Dear Mary412,

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 before?
• Have you accumulated your winnings with or without an active bonus?

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,

Attila

Good morning,

the winnings were accumulated without bonuses just by playing slots and placing one or two sports bets. I've already received some withdrawals but this one is pending. The chat just says I have to wait but it's been a long time

Bom dia,

os ganhos foram acumulados sem bônus apenas jogando nas slots e fazendo uma ou outra aposta desportiva. Já recebi alguns levantamentos mas este ficou pendente . O chat apenas diz que tenho de esperar mas já passou imenso tempo

Dear Mary412, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please attach a screenshot of your pending withdrawal?

Thank you for your patience and cooperation

Best regards,

Attila

Good morning,

Last time it took 3 business days; yes, I used the same method (cryptocurrency).

Photo attached.

Thank you

Bom dia,

Na última vez foram 3 dias úteis, utilizei o mesmo método sim (criptomoeda).

Foto em anexo.

Obrigado

Dear Mary412,

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

Dear Mary412,

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 player's delayed withdrawal?

Thank you in advance.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Mary412,

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