The player from Germany faced issues withdrawing his winnings from the casino. After he made attempts to withdraw and submitted documents, his player's account was blocked, and he was accused of breaching the casino's rules. The Complaints Team communicated with the casino, which provided evidence of multiple account violations, including the creation of duplicate accounts and irregular gaming behavior. The case was ultimately closed by the Complaints Team, as they deemed the casino's explanation and evidence sufficient. The player was informed of his right to escalate the matter to the casino's licensing authority if he disagreed with the decision.
Onlywin Casino - Player's account was blocked and his winnings were confiscated.
Closed
Our verdict
Unjustified complaint
Amount: €83,000
Onlywin Casino
Safety Index:Very highCase summary
Discussion
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6 months ago
Translation
Hello, I have been registered at OnlyWin Casino for over a year and have reached level 16. I have now lost a lot of money. The day before yesterday I deposited money and played baccarat and slots, won over €33,000, then my account was suddenly restricted and I was no longer allowed to play. I was asked for documents and bank statements several times. I submitted everything after a lot of back and forth today, July 10, 2025, my account was approved, then I started playing and tried to withdraw money via my bank account. It kept being canceled, then I wrote to VIP chat via WhatsApp, explained everything and in the end I was allowed to withdraw money via Visa card, it was approved, the money isn't there yet, it's 2-3k, I'll wait with the rest of my balance. I played and it was down to €18,000, then I played Book of Ra bonus buy and bought free spins, €5,000 at once, it went very well and I then won €69,000 at once with this bonus buy, plus my balance I had a little over €82,000. I took a picture straight away and I had 70 free spins! I left and had to go to work, which is where I am now, and suddenly I thought I'd take a quick look. I saw that I'm logged out and can't log in anymore. I knew straight away something was wrong. They were trying to scam me and were accusing me, a normal player who already has a loan, who is totally down, of fraud. Well, what else? I messaged them via WhatsApp chat and they wrote this to me (Thank you for choosing OnlyWin Casino for your gaming experience.
We would like to inform you that your account has been permanently blocked in accordance with Sections 9.7 and 13.1 of our Terms & Conditions.
As a result, all associated funds have been forfeited.
If you require any further information or clarification regarding this matter, you are welcome to contact us via email at .
Thank you for your understanding.
Sincerely,
OnlyWin Support Team.)
Now I'm standing here and I don't know anything. I played like always, what else would I do? If I could cheat, I would at least know how to help myself and wouldn't be in debt! This one time I was apparently lucky and that's what they've done to me now. I want and need the money. A month ago I took out a €28,000 loan. Before that I gambled away everything I had saved, just over €30,000 + these €28,000. I only had 20 minutes to look forward to this win and now we're in trouble. I don't have a second account at this casino, nor do I use any programs or VPN... nothing. I play at two other casinos, MoonWin and Instantcasino, but I've lost a lot there too. I really need help and I will 1000,000% pursue this matter, I have no other choice. This is my existence, I'm really mentally at the end of my rope.
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6 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Onlywin Casino.
If you are suffering from financial strain and believe you are in a vulnerable state, I would recommend you request a self-exclusion in online casinos where you have an account. Check our self-exclusion tool and other responsible gambling resources here: https://casino.guru/responsible-gambling-guide
Regarding your confiscated balance, please allow me to ask you a few questions so I can better understand the situation.
- Did you achieve your winnings with the help of promotional money? Have you played with bonuses shortly before depositing
- Have you passed account verification in the casino previously?
- Have you used deposit methods that are in your name exclusively?
- Could you please share with me your communication with the casino listing the allegations against you as evidence? Send emails or chat transcripts to my email at [email protected], or post screenshots here
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
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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6 months ago
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I wrote to Tomas via email and allowed him to post everything except my name. What you need, I am ready to provide everything.
Edited
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6 months ago
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I have had email correspondence with them. Onlywin is a real fraudster! They say we don't want to reveal internal information as to why we have blocked you. We are talking about €85,000 here. I have €28,000 in credit, all in these casinos. They say we have been observing your gaming behavior for a while and it's not about winning. But then I ask myself: in all these months from the end of 2024 to July 10, 2025, I played with them and lost endlessly. Why didn't they even send me a warning email or tell me anything? They did lose, but their gaming behavior, the way they played, wasn't right. They waited, as they say, it seems to me that they waited. He loses anyway, only when he wins we don't pay out, it's a fairy tale invention and that's fine, that means I have had no chance of winning in all these months. They say that in the current month I had more withdrawals than deposits and that is the last 2 weeks. Casino Guro, when I look at your reviews here and compare them with Trostpilot, it doesn't add up. Are you being paid by Onlywin, or do you have an agreement with each other? I see that many, many people have problems with Onlywin, and they rate Onlywin as extremely safe! So what's wrong here? Are you here to help players whose livelihoods are suffering, or are you working hand in hand with these casinos?
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6 months ago
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In one email they wrote to me like this, in another they wrote something different which contradicts everything.
Email 1: Your gaming behavior has been monitored and documented by our responsible department over a +++extended period of time+++. The decision to permanently close your account is based on the evaluation of this activity—not on a single event or win.
Email 2: Our systems regularly audit your gaming behavior. As long as no irregularities are detected, there are no grounds for restrictions, reminders, or bonus suspensions.++++ In your case, there were no indications of rule violations until the last review, therefore, no action was taken or warnings issued.++++
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6 months ago
Thank you for your patience. We currently have hundreds of active complaints, and we strive to reply as soon as possible within the allotted time of 7 days. Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jozef ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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6 months ago
Dear Melo33,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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6 months ago
Hi Melo3 & Jozef!
Thank you for reaching out and sharing your case with us. First, we sincerely regret that your recent experience with OnlyWin has caused you frustration and disappointment. We fully understand how upsetting such a situation can be and want to clarify things.
After a thorough review of your account activity, we would like to inform you that your account was permanently suspended by our Anti Fraud Department in accordance with Sections 9.7 of our Terms & Conditions.
The suspension was due to the identification of multiple serious violations, including
- Creating two or more accounts, which is strictly prohibited under our terms;
- Development of strategies aimed at gaining of unfair winnings;
It was confirmed that two separate accounts were created and accessed from the same device, which is a serious violation of our policy.
Secondly, while we understand that you mentioned your winnings were from slot games, our internal analysis indicates that the primary funds used for the slot play were initially obtained from activities marked as irregular and suspicious in live dealer games.
Please be assured that OnlyWin Casino does not block or close accounts due to significant winnings alone.
Due to the sensitive nature of the evidence involved in this case, we have forwarded the relevant documentation and justification to Casino Guru via email.
Kind regards,
OnlyWin Team
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6 months ago
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I would like to know which email address, name, etc. I supposedly have a second account, are you completely crazy, what rubbish are you talking about here? I have a single account with Only Win. People wake up, it's all a lie, I want you to prove it to me and all the other people and Casino Guro is the same, I live alone, there can't even be someone in my household who plays or has played with you, I don't have a second account, do you understand? Casino Guro, that is a solemnly sworn big lie, but so much so.
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6 months ago
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Live dealer games are, as they say, live dealers. You bet, you either win or you don't. What are you saying here? If I lose, do I have to keep losing so that you're happy? I can change games, I can change my stake, I can play, it's all based on chance anyway. What exactly are you accusing me of? You realize that lies have short legs. Up until now, it was strategy, now it's a double account. They should all burn in hell.
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6 months ago
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I would like them to officially write to my email address the duplicate account and when was a player account opened there and etc.
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6 months ago
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I have an account at Instant Casino which has nothing to do with them and I can't play at the same time anyway. I've never played at two casinos at the same time and I only have one account with them. They spread false facts. They're liars. You know, I've often heard and read that people kill themselves because of things like this. They have to disclose this case and explain it and they're not allowed to withdraw. What they're doing is fraud. Everyone should know this. I'm more than sure of my innocence. It's a fact that I'm being ripped off by them on a high level.
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5 months ago
Dear Melo33,
I am currently in communication with the casino team, and the process is still ongoing. I’m extending the timer by 7 days. Thank you very much for your patience.
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5 months ago
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I had a move on 01.03.2025 and new internet connection for my new address with a new router can prove everything also
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5 months ago
Dear Melo33,
I confirm that communication with the casino team has been concluded. I must state that they have provided multiple pieces of strong evidence supporting their claims.
Unfortunately, my only option at this point is to consider the case closed. I understand you may wish to know more, but I believe the explanation from the casino is sufficient, and I am unable to share further details.
If you do not agree with my decision, you have every right to file a complaint with the licensing authority of the casino.
Kind regards, Jozef
