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Complaint description

I am filing this complaint due to an excessive and unjustified delay in the verification and withdrawal process.

I have a balance of €2,700 on OnlySpins. My withdrawal was blocked and I was asked to complete verification. I fully cooperated and submitted all requested documents, including identity verification and a detailed bank statement (source of funds) as requested by their Compliance/AML team.

Despite providing all documents correctly, my verification has been pending for an extended period. The casino initially stated that the review would take up to 3 business days, later extended to up to 10 business days after document submission. This timeframe has now passed with no final decision, no clear update, and no concrete explanation.

I contacted support multiple times via email and live chat. I received only generic template responses stating that my case was "forwarded to the relevant team," without confirmation of document approval, rejection, or a realistic completion date.

At this point, my funds remain locked without valid justification, and the casino has failed to provide transparent communication or meet their own stated deadlines.

I am requesting:

Completion of the verification process

Release of my funds

Clear and written confirmation of my account status

All requested documents have already been submitted, and there are no outstanding actions on my side.

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Dear Granterg,

Thank you very much for submitting your complaint. I’m sorry to hear about the delay with your verification and withdrawal process on OnlySpins.

To better understand the situation and proceed with our investigation, could you please clarify the following:

• On which exact date did you submit the required documents for the verification process?
• Did the casino confirm the receipt of your documents (either by email or within your account)?
• Has the casino specified if your account or documents are currently under review by a third party or an external verification provider?
• Have you received any request for additional documents or information after your initial submission, or has communication stopped entirely?

If you have any email communication or screenshots confirming the submission of documents, timelines, or responses from the casino, please forward them to petronela.k@casino.guru so we can review the information.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello,

Thank you for your message. Please find the requested clarifications below:

Exact date of document submission

I initially submitted my identity verification documents on approximately 27 November 2025.

The additional source of funds document (bank statement for October) was submitted on approximately 15 December 2025.

Confirmation of document receipt

Yes, the casino confirmed receipt of my documents via email. I received multiple responses stating that my documents were received and that my case was forwarded to the relevant department for review. However, no confirmation of approval or rejection has been provided. I will forward you all the emails and their replies

Third-party or external verification

The casino has not specified whether my verification is handled internally or by a third-party/external verification provider. They have only referred to a "relevant team" without further details.

Requests for additional documents

After the submission of my bank statement (source of funds), I have not received any further document requests. Communication has continued only in the form of generic status updates, without concrete progress or timelines.

As you can see the verification tab has been updated, it seems that it wants more documents but I don't see what it is or have any option to upload. They seem that they want to delay that with this way forever, why they don't asking all the required documents at once and keep asking me for extra after one month.

Dear Granterg,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Dear Granterg,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from OnlySpins Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear OnlySpins Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear Granterg,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately by email.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best regards,

OnlySpinsTeam

Update: A partial withdrawal of €500 has been successfully received.

The "verification required" status has been removed and no further documents are requested.

As the full balance has not yet been paid out, I kindly request that the complaint

remains open until the remaining funds are received. I will confirm once the

withdrawal process is fully completed.

Best regards,

Angelos

Dear Granterg,

Many thanks for your patience, understanding, and cooperation . We really appreciate it.

We are pleased to inform you that your account has been verified, and that you can proceed with your withdrawal submissions with no issue.

Best wishes,

OnlySpins team

Dear  Granterg,

Here is an update on your withdrawal submissions:

The pending withdrawal for November has been completed. The other two new submissions have been scheduled for 9 and 10 January.

Kind regards,

OnlySpins team

Thank you for the update.

I confirm that the November withdrawal has been received.

As two withdrawals are still scheduled for 9 and 10 January, I kindly ask that

the complaint remains open until the full remaining balance has been paid out.

I will confirm once all withdrawals are completed.

Best regards,

Angelos

Dear Granterg,

We are pleased to inform you that all pending withdrawals have now been processed, leaving no outstanding payments.

Kind regards,

OnlySpins team

All remaining withdrawals have now been successfully completed and the full balance has been received.

Thank you very much for your assistance and support throughout this process.

I appreciate your help in facilitating the resolution of this case.

You may now close the complaint.

Kind regards,

Angelos

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Granterg,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo