Misleading information from the casino representative

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.