The player from Switzerland had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The delay in withdrawal processing was explained as possibly due to unfinished KYC verification or a high volume of withdrawal requests, and the player was advised to wait at least 14 days before filing a complaint. The player later confirmed that the issue had been resolved, and the complaint was marked as resolved by the Complaints Team. The resolution was acknowledged after the player's cooperation and confirmation.
OnlySpins Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: 2,200 CHF
OnlySpins Casino
Safety Index:HighCase summary
Discussion
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1 week ago
Translation
Hello CasinoGuru team,
I deposited funds at OnlySpins and received a bonus including free spins. I won 10 CHF with the free spins, which I then wagered in full. This wagering resulted in a total profit of 2,600 CHF in real money, of which I lost 400 CHF. Therefore, the remaining profit was 2,200 CHF, which was subsequently credited to my account as real money.
The bonus was activated and fully wagered through my deposit at OnlySpins.
I have requested two payouts:
The first payout was rejected because the bank details were incorrect (Revolut account number instead of IBAN).
The second withdrawal was cancelled despite correct bank details, without any specific reason being given, only a standard reply. No verification was requested, even though this would have been a logical step in the case of a cancellation.
My account is still active.
I ask for your support to ensure that the payment is processed correctly.
Thank you very much for your review and your help.
Best regards
Ravinan
Automatic translation:
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1 week ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 week ago
Dear Ravi54,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 week ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Ravi54,
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,
Karla
