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Complaint Regarding Failure to Close Account and Unauthorized Reactivation – OnlySpins

Dear Casino Guru Team,

I would like to submit a complaint regarding my account at OnlySpins, as I believe the casino failed to comply with its obligations towards player protection and responsible gambling.

From 31 January 2026, I repeatedly requested the permanent closure of my account. I submitted multiple requests (31 January, 1 February, 4 February, 8 February, and 20 February), clearly stating that I wanted my account permanently closed and that I did not wish to receive any further emails or SMS communications.

Despite these repeated and explicit requests, my account remained active until 24 February 2026.

During this period — when my account should already have been closed — I was contacted by VIP support and offered incentives to continue playing.

Despite these offers, I clearly and explicitly responded that I was not interested in any promotions and that I wanted my account to be permanently closed.

This demonstrates that the casino was fully aware of my intention to stop playing, yet failed to act on my requests and instead continued to encourage further activity on my account.

As a direct result of this failure to close my account in a timely manner, I incurred significant financial losses during a period in which my account should no longer have been accessible.

Furthermore, on 28 February 2026, I discovered that my account was accessible again, despite not requesting any reactivation. The casino later confirmed that this was due to a technical error on their side.

This unauthorized reactivation exposed me to gambling activity once again, resulting in additional financial losses that could have been avoided.

The casino offered a goodwill refund of €1,000, which I accepted only because it was presented as their "final decision" at the time. However, this amount does not reflect the extent of the losses nor the seriousness of the situation.

In order to clarify the matter, I requested my complete account history on 14 March 2026, explicitly asking for all records, including full communication history (emails and chat correspondence).

After a follow-up on 25 March 2026, I received only a partial report containing deposits and gameplay activity.

No records were provided regarding account status changes, closure requests, reactivation logs, or any communication history, despite my explicit request.

Had this information been provided, it would have demonstrated the full extent of the interaction between myself and the casino, including communications relevant to the period following my closure request.

The absence of these records limits transparency and prevents a complete and accurate evaluation of the case.

Given:

• the repeated failure to act on my clear requests to permanently close my account,
• the VIP engagement and incentives offered during that period,
• the unauthorized reactivation acknowledged by the casino,
• and the lack of transparency in providing complete account records,

I believe this is not a case of normal gameplay losses, but a failure of the casino to protect a player who had clearly requested to stop.

For these reasons, I respectfully request a full refund of all losses incurred from 1 February 2026 onwards, when I explicitly rejected promotional offers and confirmed my request for permanent account closure, yet my account remained active and I continued to be exposed to gambling activity.

These losses occurred during a period in which the casino was fully aware of my intention to stop playing but failed to take appropriate action, and therefore should be considered a direct consequence of the casino’s actions and failures.

I have attached all relevant documentation in organized files to support my complaint.

Thank you for your time and assistance.

Kind regards,

Eleni

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with OnlySpins Casino. I went over the communication you provided.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you received any response to your request from February 8th? Was it an automated response or a response from a live person?
• Could you please share with me the responses from the casino regarding that particular email exchange? Send it to my email at tomas@casino.guru

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,

Tomas