Onlyspins casino refuses account closure and violates responsible gambling

Trapped Balance: 400 NZD
Account Status: Verified / No Verification Required (Confirmed via system dashboard)

Timeline of Events
 Monday (15 June): My initial withdrawal request to my card was cancelled. Live chat instructed me to resubmit it. I did so, but it was cancelled again on Wednesday.
 Wednesday (17 June): I contacted my bank (ASB Bank New Zealand). They confirmed that ASB completely blocks incoming "closed-loop" card payouts from international gaming networks and advised using a standard Bank Transfer.
 Wednesday (17 June): I entered my bank details into the automated form and manually verified with an Only Spins live chat agent that my formatting was correct before submitting a Bank Transfer request.
 Friday (19 June): Received a notification stating that this bank transfer withdrawal was also cancelled under the generic reason "Cancelled by your payment provider."
 Friday (19 June): Upon checking my account verification dashboard, the casino’s system explicitly states: "It looks like your account does not require verification. Enjoy our games." There is no option or requirement to upload further documentation, meaning the account is fully clear for payouts.

The Technical Bottleneck & Bank Feedback
My bank (ASB) confirmed that absolutely no funds have ever reached their network; the transaction is failing entirely on the casino's side before it leaves their gateway. ASB requested a UETR code (Unique End-to-End Transaction Reference) or an official gateway error code so they could track it in the global payment network. Only Spins has flatly refused to open an internal investigation or provide these mandatory transaction reference codes.
I believe the automated system is hitting a brick wall because the Only Spins bank form requires a mandatory "Bank Clearing System ID" which is fundamentally incompatible with standard New Zealand account routing. Because their automated frontend cannot map my country's routing network, the payment gateway instantly chokes and reverses the funds back into my casino profile.

Breach of Support Agreement & Misleading Directives
To make matters worse, Only Spins live support explicitly instructed me on Monday to make a minimum deposit via Skrill to "unlock" it as a guaranteed withdrawal method to bypass the card issues. I fulfilled my end of this agreement and made the deposit.
However, the casino has kept Skrill completely locked and hidden on my withdrawal dashboard. When confronted with screenshots of this promise today, live support shifted the goalposts, citing Terms & Conditions Section 6.10 to claim they do not guarantee preferred payment methods. They then told me I should deposit with yet another method to try and unlock a different path. They have effectively trapped my funds using predatory "deposit-to-unlock" tactics that they refuse to honor.

Desired Outcome
I require third-party mediation as my account requires zero verification, the casino's automated system is broken for New Zealand players, and they refuse to provide a manual banking override using my SWIFT details (ASBBNZ2A).
I want Only Spins management to execute a manual compliance override to process my 400 NZD payout via one of two paths:
1. A direct manual wire transfer using my verified SWIFT code.
2. Manually pushing the funds directly to my verified Skrill account email.

I requested the payment on 04/22/2026, which has been "under review" ever since. I reported it to support multiple times and got a response saying "I sent the reminder to the Finance Department" or "I sent the expedited payment to the Finance Department." But despite all of that, I still haven't received the money!

I made a deposit via PlayID, which allows you to make deposits on Onlyspin. I submitted a withdrawal request, but THE casino has put my payment on hold for two months now. They say they are carrying out a verification process and have already asked me for a lot of personal information, which I had to send. Every time, they tell me I have to wait and nothing happens, even though it has been over two months now that they were supposed to send me my money.

Hello,

I would like to file a complaint regarding OnlySpins casino.

I requested a withdrawal (ID: c8c54901-7edb-4327-a577-4fdb7fe7a251), which has been stuck in “under review” status for several days.

I have contacted support multiple times, but I only receive generic responses such as “being processed” or “please wait,” without any clear or consistent information.

The status has not changed, which suggests that the withdrawal has not actually been processed yet. At the same time, support mentioned delays from a “payment provider,” which seems incorrect since the withdrawal is still under review.

I have been told that everything is in order, no documents are required, and there are no issues with my account — yet the withdrawal is still not completed.

I am concerned about the lack of transparency and the repeated delays.

I kindly ask for assistance in resolving this issue and ensuring that my withdrawal is processed as soon as possible.

Thank you.

I am submitting this complaint regarding an unjustified and excessive payment delay by OnlySpins.

I registered at OnlySpins on 31/12/2025 and made a single deposit of 500 EUR via Apple Pay. No bonus was accepted or used. I have fully complied with all the casino’s terms and conditions.

My current account balance is 26,912.97 EUR.
The casino enforces a limit of three pending withdrawals at the same time, which I have reached. As long as these withdrawals are not processed, I am unable to submit any further withdrawal requests, effectively blocking access to my funds.

The pending withdrawals are:
• 01/01/2026 – 500 EUR (pending)
• 02/01/2026 – 500 EUR (pending)
• 05/01/2026 – 500 EUR (pending)

According to OnlySpins’ terms and conditions, withdrawals are stated to be processed within 3 to 5 business days.
As of today, this timeframe has been exceeded by several weeks, which is neither normal nor acceptable.

On 20/01/2026, the casino officially requested KYC verification. I submitted all requested documents on the same day, including:
• Identity card (front and back)
• Selfie
• Proof of address (fixed phone bill)
• Apple Pay transaction history
• Bank account transaction history related to the deposit

As of today:
• none of my withdrawals have been paid,
• no KYC approval has been confirmed,
• no clear payment timeline has been provided.

Despite multiple follow-ups with customer support and the complaints department, I have only received generic responses with no concrete information regarding the processing of my withdrawals.

Given:
• my full compliance with the terms and conditions,
• the significant breach of the casino’s stated withdrawal timeframe,
• and the withdrawal limitation preventing access to my funds,

I believe this situation constitutes an unreasonable and abusive payment delay.

I am therefore requesting AskGamblers’ assistance to ensure that OnlySpins processes and pays my withdrawals in accordance with its own terms and conditions and provides a clear and detailed payment schedule allowing me to withdraw all of my funds.

All supporting evidence is available upon request.

Hello,

Before I have made a deposit I have been informed by the consultant on the live chat that I can do it via Mifinity to get 200% crypto bonus. I told her that I had doubts about it because it is called crypto bonus. After confirmation that I can use Mifinity to get this bonus I have made a deposit on 600 euro via this method but I haven't received the bonus. Nobody from the casino respects my complaints that I have been misleaded by the casino consultant. They should take a responsibility for their mistakes.

I don't send chat transcripts or make screenshots after every chat and I also haven't done it this time. I can't expect that the casino representative will provide me incorrect information.

I am asking you Askgamblers for requesting my chat with this consultant from the casino. This chat should has taken place beetwen 1:30 a.m. and 1:52 a.m. (24.10.2025). It has been my first chat ever at this casino and only one which I had before I made a deposit at 1:54. It will be a clear evidence.

I will be very grateful for a help.