Abusive payment delay and request for payment schedule at OnlySpins

Je souhaite déposer une réclamation concernant un retard de paiement injustifié et excessif de la part D'OnlySpins. J'ai fait plusieurs dépôts et plusieurs retraits. On ne m'a jamais demandé aucun papiers. Le 17 juin, j'ai décroché un jackpot de 27 767€ je joue et je regagne sur un jeu 6 101€ . Je rejoue et m arrete a 33 000 €. Mon compte joueur est donc crédité de cette somme. Le casino impose une limite de trois retraits en attente simultanément, limite que j'ai atteint. Tant que ces retraits ne sont pas traités, je ne peux effectuer aucune autre demande de retrait, ce qui bloque de fait l'accès à mes fonds. 2 retraits ont été faits le 18 juin : ils ont été annulés le 6 juillet 1 retrait toujours en attente .Selon les conditions générales d'OnlySpins, les retraits sont traités sous 3 à 5 jours ouvrables. À ce jour, ce délai est dépassé de plusieurs semaines, ce qui est anormal et inacceptable. Le 25/06/2026 le casino a officiellement demandé une vérification KYC. J'ai fourni tous les documents requis le jour même, notamment : carte d'identité (recto et verso), Selfie justificatif de domicile (facture de téléphone, facture électricité et acte de notaire, historique des transactions Apple Pay et historique des transactions bancaires relatives au dépôt. À ce jour : aucun de mes retraits n'a été traité, aucune approbation KYC n'a été confirmée et aucun délai de paiement précis n'a été communiqué. Malgré les multiples relances auprès du service client et du service des réclamations, je n'ai reçu que des réponses génériques sans aucune information concrète concernant le traitement de mes retraits. Aujourd'hui en me connectant , un message s'affiche en disant que le site n'est plus accessible , seulement pour des retraits jusqu'au 17 juillet. Mon compte est actuellement à 32 500€( 500€ en attente de retrait). Ma vérification est toujours en cours pour le justificatif de domicile, le premier a été refusé. Plusieurs ont été envoyés le jeudi 2 juillet Ceux là n'ont pas été traités car soit disant pas reçu. J'ai renvoyé un autre le jeudi 9 juillet. De plus, les premiers justificatifs j ai les télécharger directement sur leur site , le justificatif uniquement par mail. J'envoi plusieurs mails pour savoir l'évolution de la vérification, on me répond à chaque fois que le mail fourni ne permet pas de se connecter a mon compte. Je leur envoi capture d'écran de mes informations du compte joueur, toujours la même réponse. En attendant le site ferme dans 1 semaine j ai une grosse somme sur mon compte , et je n'arrive pas les retirer ! Compte tenu de mon respect intégral des conditions générales, du non-respect significatif du délai de retrait annoncé par le casino Et de la limitation des retraits m'empêchant d'accéder à mes fonds, Je considère que cette situation constitue un ret de paiement abusif. Je sollicite donc l'aide d'AskGamblers afin de m'assurer qu'OnlySpins traite et vers mes retraits conformément à ses conditions générales. Tous les justificatifs sont disponibles sur demande. Merci à vous

Translation:

I wish to file a complaint regarding an unjustified and excessive payment delay by OnlySpins. I have made several deposits and withdrawals. I have never been asked for any documents. On June 17th, I won a jackpot of €27,767. I played and won €6,101 on a game. I played again and stopped at €33,000. My player account was therefore credited with this amount. The casino imposes a limit of three pending withdrawals simultaneously, a limit I have reached. As long as these withdrawals are not processed, I cannot make any further withdrawal requests, which effectively blocks access to my funds. Two withdrawals were made on June 18th: they were canceled on July 6th. One withdrawal is still pending. According to OnlySpins' terms and conditions, withdrawals are processed within 3 to 5 business days. To date, this deadline has passed by several weeks, which is abnormal and unacceptable. On June 25, 2026, the casino officially requested KYC verification. I provided all the required documents on the same day, including: ID card (front and back), a selfie, proof of address (phone bill, electricity bill, and deed), Apple Pay transaction history, and bank transaction history related to the deposit. To date, none of my withdrawals have been processed, no KYC approval has been confirmed, and no specific payment timeframe has been provided. Despite numerous follow-ups with customer service and the complaints department, I have only received generic responses without any concrete information regarding the processing of my withdrawals. Today, upon logging in, a message appears stating that the site is no longer accessible, except for withdrawals until July 17th. My account currently has €32,500 (€500 pending withdrawal). My proof of address verification is still in progress; the first one was rejected. Several were sent on Thursday, July 2nd. These were not processed because they were supposedly not received. I sent another one on Thursday, July 9th. Furthermore, I uploaded the initial supporting documents directly to their website, while the verification was only sent by email. I sent several emails to inquire about the progress of the verification, and each time I received a reply stating that the email address provided was insufficient to log in to my account. I sent them screenshots of my player account information, but always received the same response. Meanwhile, the site is closing in a week, and I have a large sum of money in my account that I cannot withdraw! Given my full compliance with the terms and conditions, the significant delay in the withdrawal process announced by the casino, and the withdrawal restrictions preventing me from accessing my funds, I consider this situation to be an abusive payment refusal. I therefore request assistance from AskGamblers to ensure that OnlySpins processes and releases my withdrawals in accordance with its terms and conditions. All supporting documents are available upon request. Thank you.

Dear AskGamblers Complaints Team,

​I am writing to lodge a formal complaint against OnlySpins Casino due to a severe and systemic violation of Responsible Gambling principles, predatory marketing behavior, and a persistent refusal to execute an account closure.

​Over the past 24 to 36 hours, I have repeatedly and urgently requested the permanent closure of my account due to gambling-related concerns. Despite my clear and unambiguous declarations across multiple communication channels, the casino has deliberately delayed the process and actively tried to keep me gambling.

​Here is the chronological timeline of events, backed by extensive screenshot evidence:

​Initial Requests & Delays: I submitted official requests to close my account. Instead of taking immediate action, live chat support agents repeatedly stalled the process, stating they had to "forward the request to the relevant department" and told me to just wait for the VIP team.

​Predatory Retention Bonuses: Instead of locking my account immediately to protect me, an agent from the VIP team (Martin) contacted me on Telegram. Instead of enforcing the block, he violated basic responsible gambling standards by crediting a promotional bonus of 2,000 CZK to my account, with a wagering requirement, in an explicit attempt to incentivize further gambling.

​Aggressive Marketing During Active Closure Request: Today, while my account closure request was actively pending and fully known to the casino, OnlySpins sent me an automated promotional text message (SMS) and an email from their marketing domain ([email protected]). The communication offered an aggressive "Gold-Tier Reload" bonus (80% up to 6,250 CZK) for making a new deposit. Sending promotional materials to a player actively requesting self-exclusion/closure is an unacceptable breach of industry safety standards.

​Deliberate Avoidance by VIP Team: Shortly after, I received an email response from Miroslav from the OnlySpins VIP Team. His message completely ignored my explicit demands for account closure, offering instead a generic, hollow corporate apology regarding "unfulfilled expectations" and asking how else he could help, leaving my account wide open and fully active.

​OnlySpins Casino is demonstrating predatory behavior by prioritizing profit over player safety, using bonuses to lure a vulnerable VIP player back, and failing to provide immediate account blocking upon request.

​I am requesting the AskGamblers team to intervene, ensure that my account is permanently and irreversibly closed, and hold the casino accountable for these severe breaches of responsible gaming standards. I have all the corresponding screenshots ready to provide as evidence.

​Thank you for your assistance.

​

Sincerely,

< full name removed >

I would like to submit a complaint regarding delayed withdrawals.

I won approximately 700,000 HUF from a tournament (real money winnings, wagering requirements fully completed). Initially, I was able to withdraw a smaller amount (150,000 HUF), which was processed successfully.

However, the remaining balance has not been paid out.

I originally requested a larger withdrawal, but after waiting for weeks without progress, I cancelled it and requested a smaller amount (150,000 HUF) last Monday, hoping it would be processed faster. Despite this, the withdrawal is still pending.

Customer support has repeatedly provided inconsistent and unclear responses, mentioning “security checks”, “processing queue”, and “delays”, but no clear timeframe or explanation has been given.

Most recently, I was informed that everything is in order with my account and withdrawal, and that only processing remains. Despite this, no payment has been made.

I have already tried to resolve this directly with the casino, but the situation remains unresolved.

I kindly ask for your assistance in resolving this matter and ensuring that my remaining funds are paid out.

Thank you.

Helo!

I was playing on the site about a year ago. I'm VIP level 3, I dont have problems with the site, but now I have.

I submitted a withdrawal request on February 25, 13 hours.

I haven't gotten my money since then.

It's like 350-400 euros.

I talked with the support like 5 times.

They just say the same, be patient, etc., text.

Now I need your help, because I want my money. I play with raw cash, and I have cashed out before on the site.

I submitted the request for the first time its cancelled, I submitted again, and I have been waiting since then.

They dont explain why they cancelled it first.

The casino blocked my withdrawals when I had a pending withdrawal of €500, requesting identification verification before processing it.

The casino requested the following documents:

A selfie photograph.

A photo of the front and back sides of the customer’s ID card.

A selfie while holding the ID card, with the casino’s website clearly visible in the background

Proof of permanent residence, such as a utility bill from the last three months or a bank account confirmation from a physical bank.

All of the above have already been submitted in full detail, including:

A selfie,

A selfie holding the ID card with the casino’s website open on a laptop,

Photos of the ID card (front and back), and a household electricity bill as proof of address.

I also contacted the casino’s support team and was informed that there would be a delay in the verification process. However, as shown in the screenshot that will be provided, the casino clearly states that verification should be completed within 24 hours. Therefore, it is unclear why there is such a delay, especially when all requested documents have been properly submitted.

This situation appears unfair, as I have fully complied with all verification requirements and yet continue to experience an unexplained delay.

Additionally, I will upload all the submitted documents again here (except for their ID card, for obvious privacy reasons).

The ID card shown in the selfie has also been blurred for the same privacy reasons.