OnlySpins Casino - Изтеглянето се бави.

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

Hallo CasinoGuru-Team,

Ich habe bei OnlySpins eingezahlt und dafür einen Bonus inklusive Free Spins erhalten. Mit den Free Spins habe ich 10 CHF gewonnen, die ich anschließend vollständig umgesetzt habe. Durch das Umsetzen dieser 10 CHF entstand ein Gesamtgewinn von 2.600 CHF Echtgeld, von dem ich 400 CHF verspielt habe. Somit beträgt der übrig gebliebene Gewinn 2.200 CHF, der danach als Echtgeld gutgeschrieben wurde.

Der Bonus wurde durch meine Einzahlung bei OnlySpins aktiviert und vollständig umgesetzt.

Ich habe zwei Auszahlungen beantragt:

Die erste Auszahlung wurde abgelehnt, da die Bankdaten falsch waren (Revolut-Kontonummer statt IBAN).

Die zweite Auszahlung wurde trotz korrekter Bankdaten storniert, ohne dass ein individueller Grund angegeben wurde, lediglich mit einer Standardantwort. Eine Verifizierung wurde nicht angefragt, obwohl dies bei einer Stornierung ein nachvollziehbarer Schritt gewesen wäre.

Mein Konto ist weiterhin aktiv.

Ich bitte Sie um Ihre Unterstützung, damit die Auszahlung ordnungsgemäß durchgeführt wird.

Vielen Dank für Ihre Prüfung und Ihre Hilfe.

Liebe grüsse

Ravinan

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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

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