Thank you for your response.
Could you please update the summary of my complaint by removing "Ireland" and replacing it with "France"?
I never played using a VPN and am concerned OnlySpins might use this incorrect information against me.
All my activity was legitimate from France.
Thank you for your help.
Gutter, I behøver ikke at bruge en VPN. Hvis nogen vil indgive en klage, er det fuldt ud tilstrækkeligt blot at tilføje det direkte link fra hjemmesiden. Denne mulighed er tilgængelig for alle, når de opretter en klage.
Hvis det ikke er muligt at få adgang til CasinoGuru fra Frankrig, er en VPN absolut nødvendig.
Ellers er det ikke nødvendigt at bruge en VPN for online casinoer, da de alle har mirrorsider, der fungerer i Frankrig. OnlySpins fungerer perfekt for mig; jeg har aldrig haft brug for at bruge en VPN.
I’m going through exactly the same thing. OnlySpins does pay — very slowly, admittedly — but I think it’s reliable (at least, I hope so). You really have to be patient and keep following up with them.
I know it’s uncomfortable and honestly very annoying to have to chase them every day, but unfortunately you shouldn’t give up and you should keep all the evidence.
One piece of advice: don’t play again, keep your winnings and continue communicating with OnlySpins by email until you get paid.
Situations like this are always stressful, especially when you’ve already submitted so many documents and just want some clarity. It does sound like a lot of it comes down to address verification and internal review delays. Hopefully now that everything is under manual review, things will finally move forward.
Fingers crossed it gets resolved soon 🤞.
Thank you for your response.
Could you please update the summary of my complaint by removing "Ireland" and replacing it with "France"?
I never played using a VPN and am concerned OnlySpins might use this incorrect information against me.
All my activity was legitimate from France.
Thank you for your help.
I am unable to update it, as I am not in complaint team. In any case, be sure to write to Petra and she will take care of it so that you can avoid further inconvenience.
I hope everything turns out well.🙂
Casino: OnlySpins
Amount Disputed: 1,400 EUR
Problem: Withdrawal Delay & KYC Verification Issues
Description:
"I am writing to file a complaint regarding my withdrawal of €1,400 which has been pending since March 17, 2026.
I have already submitted all required documents for verification, including my ID (front and back), a face ID check, and the official Bank Statement (original PDF format) from the National Bank of Greece, clearly showing my full name (THOMAS VALAI
S), address, and the IBAN ending in 0387.
Despite providing the correct documents multiple times, my verification has been rejected 3 times with vague excuses. I have contacted Live Support multiple times, but they only provide generic apologies and claim that the Finance Department is 'working on it.' It has been 13 days, and my account is still 'Under Review' while my withdrawal remains unpaid.
I am requesting your assistance to ensure the casino verifies my account and processes my withdrawal immediately."
Have they explained exactly what the reason for those rejections was?
Usually, live chat has no information about such issues, but the support should contact you by email with the explanation.
Please also check the spam folder in your email and let us know if you got any messages from them.
"Hello,
Thank you for taking my case. I would like to clarify some important details regarding my account at OnlySpins Casino.
During registration, I mistakenly used a nickname instead of my legal name and an email address I no longer have access to. However, I want to emphasize that:
All deposits were made from my personal bank account (IBAN) which clearly shows my real name.
I have already provided the casino with my ID/Passport and official Bank Statements that prove I am the owner of the funds.
My verification (KYC) has been rejected 3 times without a specific explanation, even though I have provided all the correct documents.
I am attaching the screenshots of the deposits and my ID to this thread for your review. I am seeking your help to have the casino manually verify my identity and process my withdrawal of €1,400.
Thank you in advance for your assistance
Please be really careful what you post here, as this is a public forum, and it is not very safe to post screenshots with personal information.
Have you contacted the support of the casino to change your name on this account and provide the new email address you actually use now?
These steps are really important to do right away when you notice the mistake, because otherwise the casino may not verify your account, you know.
Ja, selvfølgelig har jeg fortalt dem det via e-mail, og de gør det ikke for mig. De bliver ved med at fortælle mig, at jeg skal sende fra den e-mail, jeg har registreret på kontoen, selvom jeg har forklaret det for dem i detaljer. Jeg ved ikke, hvad jeg ellers skal gøre. Jeg har prøvet i 15 dage med dette problem, og jeg ved ikke, om jeg får mine penge.
Let's see what our complaint team can achieve here, then.
Thank you very much, I will wait, whatever information you still need I can give you.
I begged them to close my account because i m really addicted and i ll kill myself . Finally they did 1 week later and they reopened it 2 months later without my permission with different bonuses so finally i played again yesterday and i lost 1000€ and i m in panic 😢 should i write to curacao ? They must give me my money back. This is really illegal
I'm really sorry for your situation.
Please submit your complaint here, and hopefully our team will be able to help.
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Jeg anmodede om udbetalingen den 26., og der er gået mere end 8 dage, uden at den er blevet godkendt, selvom casinoet selv angiver, at godkendelsestiden er 3 til 5 dage.
Casinoet gentager blot svarene og angiver, at det er "i gang", "i den endelige behandlingskø" eller at det vil blive afsluttet "når som helst", men uden at angive nogen specifik dato.
Jeg er blevet informeret om, at udbetalingen stadig er aktiv, og at der ikke er noget problem med min konto, hvilket gør manglen på fremskridt endnu mere bekymrende.
Derudover omdirigerer chatsupporten mig til e-mail for yderligere information, men jeg modtager præcis de samme svar via e-mail uden yderligere detaljer.
Jeg anser dette for at være mangel på gennemsigtighed, da den forventede tid, som casinoet har angivet, tydeligvis er blevet overskredet.
Could it be due to the Easter holiday, though?
Does it mean that your account is already verified, right?
Please let us know how it goes, and if you see no movement, our complaint team will try to help.
Det er mere end 10 dage siden. Selvom det er ferie, burde de ikke tage så lang tid.
Min konto er allerede verificeret. Selv support har bekræftet, at der ikke er nogen udestående oplysninger påkrævet for min konto.
Our complaint team will start to investigate this situation whenever possible, so please stay patient, and if you have any news, please come forward at any time.
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