Complaint #4 OnlySpins Casino

Verification process taking long

By Anastasia S.

8 months ago

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.

Disputed Casino OnlySpins Casino

Reason Verification issues

Amount €500

Discussion

AskGamblers

• Support Team

7 months ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

anastasia_1

• Greece

7 months ago

Αfter many days my verification was completed, even though it could have been finished within 24 hours. It is unprofessional and unethical to have to wait so many days for an identification, and for the support chat to be indifferent, and when you send an email for them to reply after two days. The case has been resolved.

AskGamblers

• Support Team

7 months ago

Dear @anastasia_1,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

OnlySpins Casino

• Representative

7 months ago

Dear Anastasia_1

Thank you for reaching out to us.

We are pleased to inform you that your account has been successfully verified and that all your withdrawal requests have been completed.

Thank you for your cooperation in providing all the documents needed for your verification.

Best Regards,

OnlySpins Casino Team

OnlySpins Casino Complaint Stats

Resolved 9 / 10

Avg. Amount $3,524

Avg. Complaint Duration 4 days

Avg. Response Time 2 days

OnlySpins Casino Complaints

See all complaints for this casino

Cancelled payments

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

69h left

€32,500

Onlyspins casino refuses account closure and violates responsible gambling

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 >

Unresolved

Only Spins Casino Withdrawal Cancellations New Zealand Account

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.

Resolved

$400

My payment request is under constant review

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!

Resolved

€199

No payments for two months

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.

Resolved

€75

Withdrawal stuck in under review with no clear update

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.

Resolved

Ft49,607

Pay problem

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.

Resolved

Ft700,000

Withdrawal delayed since February 25th

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.

Resolved

€400

Abusive payment delay and request for payment schedule at OnlySpins

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.

Resolved

€26,913

Misleading information from the casino representative

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.

Resolved