OnlySpins Casino - Pelaajien kotiutukset viivästyvät ja varat estetään.

Hello,

I am writing to formally report an ongoing dispute with the online casino OnlySpins, regarding blocked withdrawals despite full compliance with the casino’s terms and KYC requirements.

Timeline:

31/12/2025 – I registered at OnlySpins and made a single €500 deposit via Apple Pay, without any bonus.

After playing in full compliance with the terms and conditions, my balance reached €26,912.97.

Withdrawal requests:

In accordance with OnlySpins’ withdrawal limits (Level 1: €500 per day, €7,000 per month, maximum 3 pending withdrawals), I requested:

01/01/2026 – €500

02/01/2026 – €500

05/01/2026 – €500

Total requested: €1,500.

All three withdrawals have remained "under review" for several weeks, blocking further withdrawal requests and preventing access to my funds, while my balance remains €26,912.97.

KYC process:

20/01/2026 – I received an official KYC request and uploaded all required documents the same day:

ID document (front and back),

selfie,

proof of address,

transaction history showing the €500 deposit,

corresponding bank evidence.

24/01/2026 – I was asked again to submit the exact same documents, despite having already provided them in full.

I resubmitted everything and requested KYC approval and processing of the pending withdrawals.

Impossible document request:

30/01/2026 – OnlySpins requested an "Apple Pay transaction history PDF issued by Apple Pay" for the period 31/11/2025–31/12/2025.

This document does not exist, as Apple Pay does not issue official PDF statements.

Additional evidence provided:

To fully cooperate:

I provided Apple Wallet screenshots showing the card used and the transaction,

I provided online banking screenshots from my bank (BoursoBank),

On 01/02/2026, as soon as they became available, I uploaded the official PDF bank statements directly to my OnlySpins player account, including December 2025 and January 2026 statements.

These documents demonstrate:

that I am the legitimate holder of the payment method used,

that the €500 deposit was successfully made,

that the funds originated from my personal bank account.

Current situation:

Despite:

complete KYC submitted from 20/01/2026,

multiple resubmissions of all requested documents,

official bank statements provided,

OnlySpins:

has not approved my KYC,

has not paid any of the requested withdrawals,

continues to insist on a non-existent document.

My balance of €26,912.97 remains blocked, preventing me from accessing my funds despite full compliance with the casino’s rules.

All communications and documents are fully documented and available upon request.

Kind regards,

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 Soufia,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem with the online casino OnlySpins and your difficulty withdrawing your funds.

To better understand your situation and assist you effectively, could you please provide us with the answers to the following questions:

• Have you attempted to reach out to OnlySpins' customer support regarding your blocked funds and KYC status? If so, what was their response?
• Could you please advise us on the current status of your withdrawal request? If possible, please post a screenshot of your withdrawal history in the Casino account here in this thread.

Additionally, please provide any further communication you had with the casino. This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petra

Dear Petra,

Thank you for your quick reply and for looking into my case. Please find my answers below.

1) Have you attempted to reach out to OnlySpins’ customer support regarding your blocked funds and KYC status? If so, what was their response?

Yes, I have contacted OnlySpins’ customer support several times by email regarding my blocked withdrawals and KYC status.

• On 20/01/2026, I received an email explaining that my withdrawals were delayed because the verification process was still ongoing, and that I should wait until checks were completed. They acknowledged that the usual processing timeframe had been exceeded but did not provide any clear deadline or concrete solution.

• After that, I received multiple emails from both support@onlyspins.com and complaints@onlyspins.com stating that my case was "under review", while repeatedly asking for the same KYC documents that I had already submitted in full on 20/01/2026.

• At no point did they provide a final decision on my KYC or a firm payment schedule for my withdrawals.

I can forward you all the relevant email correspondence so you can see the exact wording and chronology.

2) What is the current status of your withdrawal request?

I currently have three pending withdrawals, all for €500:

• €500 requested on 01/01/2026 – status: under review

• €500 requested on 02/01/2026 – status: under review

• €500 requested on 05/01/2026 – status: under review

None of these withdrawals has been approved or paid.

My available balance is €26,912.97, but I cannot submit any new withdrawal requests because OnlySpins limits players to three pending withdrawals at a time. As long as these three remain "under review", I am effectively blocked from accessing my funds.

I will attach (or upload) a screenshot of my withdrawal history from the casino account showing these three withdrawals and their status.

3) Additional communication with the casino

Regarding KYC and documents, the situation is as follows:

On 20/01/2026, after receiving a formal KYC request, I uploaded all requested documents the same day:

• ID card (front and back)

• Selfie

• Proof of address (fixed-line phone bill, December 2025)

• Apple Pay transaction history showing the €500 deposit made on 31/12/2025

• Banking screenshots showing the same €500 transaction in my BoursoBank account (initiated on 31/12/2025 via "GMSSKNS LONDON" with card CB*8321, debited on 02/01/2026)

On 24/01/2026, I received another email asking again for exactly the same set of documents (ID, selfie, proof of address, Apple Pay history, and bank proof of the deposit). I resent all of them and asked for confirmation that my KYC submission was complete and that the three €500 withdrawals would be processed.

On 30/01/2026, I received a new request specifically asking for an "Apple Pay transaction history PDF issued by Apple Pay" for the period 30/11/2025–31/12/2025. 

This document does not exist, because Apple Pay does not issue official PDF statements; all transactions are officially recorded by the issuing bank.

Complete Apple Pay / Apple Wallet screenshots showing:

• card CB*8321 active in Apple Pay

• the €500 Apple Pay payment to OnlySpins on 31/12/2025, marked as accepted

Detailed online banking screenshots from my bank (BoursoBank) showing:

• the card transaction initiated on 31/12/2025 towards "GMSSKNS LONDON" with card CB*8321

• the corresponding €500 debit on 02/01/2026 on my account

As soon as they became available, I also downloaded and sent the official PDF bank statements from my bank:

• the statement covering the end of December 2025

• the January 2026 statement clearly showing the €500 debit on 02/01/2026 to "GMSSKNS LONDON / CB*8321"

Despite providing all of the above, my KYC is still not confirmed as approved and none of my withdrawals has been paid.

I will send you, by email to petra.h@casino.guru, all relevant documents and evidence, including:

• screenshots of my withdrawal history,

• the KYC request emails,

• the chat transcripts with the casino’s support,

• the Apple Pay and bank screenshots,

• and the official bank statements.

I want to clarify that I play from France, not Ireland. I used a VPN to submit my complaint to CasinoGuru. And I have never used a VPN to play on OnlySpins.

Je précise que je joue depuis la France et je ne suis pas en Irlande mais en France. J’ai utilisé le VPN pour pouvoir soumettre ma plainte sur CasinoGuru. Et je n’ai jamais utilisé de VPN sur OnlySpins pour jouer.

Update Regarding My Complaint OnlySpins :

On 5 February 2026, the casino confirmed that my account had been "successfully verified." Despite this confirmation, my withdrawal requests — three withdrawals of €500 dated 1, 2, and 5 January, as well as the remaining balance of €26,912.97 — are still pending with no stated timeframe, even though their Terms and Conditions specify a processing period of 3 days.

No additional documentation has been requested. I therefore ask that you require the casino to either process the outstanding payments without further delay or provide a clear and justified explanation for the continued hold.

Thank you !

Hello, quick update on my OnlySpins complaint.

On February 5, 2026, the casino confirmed by email that my account is fully verified.

They have paid my first two withdrawals today (February 6, 2026): €500 requested on 01/01/2026 and €500 on 02/01/2026.

However, my third withdrawal of €500 requested on 05/01/2026 (as shown in my account screenshot) remains unpaid and pending, along with my remaining balance of €26,912.97. No processing date or explanation provided, despite their T&Cs (3-5 days).

At this rate, with their daily withdrawal limits (€500 per day) and these endless delays completely ignoring their terms and conditions, it will take me months to recover all my funds.

Dear Soufia,

Thank you for your reply.

I’m glad to hear that you have received some of your withdrawals. I will keep this complaint open until you confirm that your last withdrawal has been successfully processed. Please keep me informed of any further developments.

I sincerely hope that the issue will be resolved promptly and to your satisfaction.

Dear Petra,

Thank you for your message and for keeping my complaint open.

I would like to clarify that I have still not received my third withdrawal of €500 requested on 05/01/2026. I have also submitted two further withdrawal requests last week, which remain unpaid.

At the moment, I therefore have three pending withdrawals:

• €500 requested on 05/01/2026

• €500 requested on 06/02/2026

• €500 requested on 07/02/2026

My current account balance is €25,912.97. At this pace, the payment process is very, very slow.

For this reason, I kindly ask that this complaint remains open until I have received not only these withdrawals, but the entire remaining balance from my OnlySpins account. I will keep you informed of any further developments or payments.

Kind regards, 

Update 09/02/2026 :

I would like to update my case following recent developments.

Today, OnlySpins processed three withdrawal requests, all of €500 each, corresponding to the following request dates:

05/01/2026

06/02/2026

07/02/2026

While I have not yet withdrawn my full account balance due to the casino’s withdrawal limits, I acknowledge that these limits are clearly stated in the Terms & Conditions and are being respected.

Based on the payments received and the ongoing communication, I now consider that OnlySpins is acting in good faith, processing withdrawals as agreed, and honoring its commitments.

For these reasons, I consider the casino to be reliable, and my situation is moving toward a normal resolution under the applicable withdrawal limits.

Dear Petra,

I would still like to keep my complaint open until I have recovered the full balance on my account. (€25,912)

Daily limit: €500

monthly limit: €7,000

Thank you for understanding

Dear Petra,

Je voudrais quand même garder ma plainte ouverte, le temps de récupérer tout le solde de ma balance. (25 912€)

limite journalière : 500€

limite mensuelle : 7 000€

Merci pour votre compréhension

Thank you for your reply and for providing the previous details, Soufia.

I’m glad to hear that your withdrawals are on the right track. I will continue to monitor your case, so please keep me informed of any updates as they become available.

Thank you again for your cooperation.

Of course, I will not hesitate to keep you informed at every step.

Thank you Petra

Thank you for your response and for sharing the previous updates concerning your withdrawals, Soufia.

I am pleased to hear that some of your withdrawals have been successfully processed.

Could you please provide any updates since our last communication?

Thank you again for your cooperation.

Dear Petra,

Here are the updates since my last communication:

I have submitted three new withdrawal requests of €500 each:

• 14/02/2026

• 15/02/2026

• 16/02/2026

These three withdrawals remain pending and have not yet been processed.

My current account balance stands at €24,412.97. Due to OnlySpins’ withdrawal limits (€500 per day, €7,000 per month, maximum 3 pending requests), cashing out the full balance continues to take a very long time.

I kindly request that this complaint remains open until all pending withdrawals and the entire remaining balance have been paid. I will keep you updated on any further developments.

Thank you for your continued support.

Kind regards, 

And the fact that the casino processes withdrawals very slowly, cashing out the full balance is taking an extremely long time.

Update on recent withdrawals:

The three withdrawals processed on 14/15/16 February have now been received on my bank account on 19 February 2026.

New withdrawals submitted:

- €500 requested today, 19/02/2026

- €500 to be requested tomorrow, 20/02/2026 

- €500 to be requested 21/02/2026

Current account balance: €23,912.97

I will not hesitate to keep you informed at every step.

Kind regards

Thank you for your response and for sharing updates concerning your withdrawals, Soufia.

I am pleased to hear that some of your withdrawals have been successfully processed.

I will wait for any updates

Thank you again for your cooperation.

Dear Petra,

I would like to provide an update regarding the recent withdrawals on my account OnlySpins

Update on withdrawals:

- The withdrawal of €500 requested on 19/02/2026 has been processed today, 23/02/2026.

- The withdrawal of €500 requested on 20/02/2026 is still pending.

- The withdrawal of €500 requested on 21/02/2026 is still pending.

- A new withdrawal of €500 was requested today, 23/02/2026, and is currently pending.

Current account balance: €22,412.97

I will continue to monitor the situation closely and keep you informed of any further developments.

Kind regards

Dear Petra,

I would like to provide an updated status regarding the withdrawals on my OnlySpins account.

Update on withdrawals:

OnlySpins has now processed the following withdrawals via instant bank transfer to my bank account:

• €500 withdrawal requested on 20/02/2026

• €500 withdrawal requested on 21/02/2026

• €500 withdrawal requested on 23/02/2026

All three withdrawals have been successfully credited to my bank account as of today (26/02/2026).

I have submitted a new €500 withdrawal today, 26/02/2026, and will submit additional withdrawals on 27/02/2026 (Friday) and 28/02/2026 (Saturday), in accordance with OnlySpins Terms and Conditions (clauses 6.11 and 6.13).

Current account balance (26/02/2026) : €21 912.97

Kind regards, 

Dear Soufia,

I am glad to hear that your winnings are being paid successfully in the agreed instalments.

As you have confirmed this several times, I will now mark the complaint as "resolved" in our system.

However, should the casino stop making the agreed payments at any point, please feel free to request that the complaint be reopened, and we will gladly look into the matter again.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you encounter any issues with this or any other casino in the future. We are here to help.

Best regards,

Petra