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Good afternoon, on December 29th I requested the casino to close my account due to gambling problems. Far from closing my account, they continued offering me bonuses to keep playing. Since then, I have lost over €4,000 and they continue to ignore my requests to close the account. I haven't even received a response to my latest requests.

Buenas tardes, el 29 de diciembre solicité al casino el cierre de mi cuenta por problemas con el juego, lejos de cerrar mi cuenta continuaron ofreciéndome bonos para seguir jugando, desde entonces he perdido mas de 4000€ y continúan ignorando mis peticiones de cierre de la cuenta. De las últimas solicitudes ni siquiera obtengo respuesta.

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Dear Vrossi166,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the Responsible Gambling policy and I found this:

Self-exclusion request: You can contact the Support Service Team via e-mail at [email protected], and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

Have you attempted to contact the casino via the designated email address? When did you send the last account closure request? Please forward all account closure requests you sent to the casino to my email at [email protected].

Thank you very much for your cooperation.

Best regards,

Kristina

The last closure request was just yesterday; I've emailed you all the requests.

La última solicitud de cierre fue ayer mismo, te he mandado por correo electronico todas las solicitudes.

Dear Vrossi166,

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, Matej ([email protected]). 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.

Kind regards,

Kristina

Hello Vrossi166, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of OnlySpins Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

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

Dear Vrossi166,

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,

Matej

We’ve reopened this complaint at the request of Vrossi166. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear OnlySpins Casino, can you please let us know what is the status of the player's account and what seems to be the issue? Thank you very much.

The problem is that they keep offering me bonuses and refuse to close my account, even though I've lost over €5,000 since I requested closure due to gambling issues.

El problema es que solo hacen ofrecerme bonos y se niegan a cerrarme la cuenta, habiéndome echo perder mas de 5000€ desde que solicité el cierre por problemas con el juego

Dear Vrossi166,

Thank you for reaching out to us.

We are sorry to hear about your frustration.

Please be informed that we are currently further investigating your claim and will contact you as soon as possible with further updates and information.

We thank you for your understanding.

Kind regards,

OnlySpins Casino

After 4 days you still haven't received a response? If you continue investigating, you'll see that the amount is greater than the one I opened in dispute.

Después de 4 dias todavía no teneis respuesta? Si seguís investigando veréis que la cantidad es mayor a la que yo he abierto en disputa

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

We are providing a detailed timeline regarding the player's account activity and multiple closure requests to clarify our adherence to standard operating procedures and Responsible Gaming protocols.

Timeline of Account Interactions

December 27th: The player requested account closure, citing a lack of bonuses as the reason. A retention bonus was offered but rejected, and the player stated they no longer wished to play. Following our standard procedure the account was closed.

December 28th: The player sent an email requesting to reopen the account. As the previous closure was not related to gambling addiction or Responsible Gaming, the request was granted.

Post-Reopening: The player requested a bonus. When informed no bonus was currently available, he again requested closure, this time citing a missing cashback payment. Once the VIP department credited the eligible cashback to the account, the player chose to keep the account open.

December 30th: The player requested closure again due to a lack of bonuses. We informed the player that closing the account would result in the loss of his pending withdrawals and available balance. Upon receiving this information, the player voluntarily cancelled their closure request.

January 2nd: A similar request was made; however, the player again changed his mind, requesting instead that we expedite their pending withdrawal. The account remained active following this successful retention and the player's explicit request to proceed with the withdrawal.

Throughout these interactions, the player’s reasons for closure were consistently related to promotions, bonuses, and cashback. At no point during these specific exchanges was a gambling addiction or a need for self-exclusion mentioned. We acted in accordance with the player's shifting preferences while ensuring he was informed of the consequences of account closure regarding his balance.

We can now confirm that the account has been permanently closed as per the most recent status.

Best regards,

OnlySpins Casino Team.

On December 29th, at 10:10 PM, I sent the following email, which I will mention now, ignoring my request and proceeding to offer me bonuses in exchange for keeping the account open:

"I want to delete my account permanently; I'm having problems with the game and I can't control it."

This email was forwarded to Casino Guru and is available to them.

El dia 29 de diciembre, a las 22:10, mande el siguiente correo que nombró ahora, haciendo caso omiso y procediendo a ofrecerme bonos acambio de seguir con la cuenta abierta:

"Quiero eliminar mi cuenta definitivamente, tengo problemas con el juego y no lo puedo controlar"

Dicho correo fue reenviado a Casino Guru y esta a su disposición.

Dear OnlySpins Casino, thank you for the detailed time line.

Could you please check the message sent from player's e-mail on 29th December 2025, around 22:10, delivered to [email protected]? According to the screenshot we have received, he did request self-exclusion in this message. Thank you.

Dear Matej,

Thank you for your follow-up regarding the email sent on December 29th, 2025.

We have thoroughly investigated our records for that date and time. We can confirm that the messages, along with the other communications received between December 29th and 30th, consisted of requests for a small cashback and general inquiries regarding account closure. At no point during this correspondence did the player mention self-exclusion or voice any concerns related to gambling addiction.

For your reference, we have just sent screenshots of the complete email chain received from the player during this period to your email address. These logs demonstrate that the requests were handled as standard account inquiries and did not meet the criteria for an immediate "Responsible Gambling" block.

We trust these documents will clarify the nature of the player's requests.

Best regards,

OnlySpins Casino Team.

This image proves otherwise; the email exists.

Esta imagen demuestra lo contrario, el correo existe

Dear OnlySpins Casino, thank you for the screenshots. I have responded to the last message, inquiring about the e-mail the player mentioned in the post above this one, attaching it to the message as well.

Dear Vrossi166, while waiting for the casino's repsonse, could you please check for ticket number you have received after sending the message to the VIP team on 29/12? This casino is using a help desk service that always assigns a ticket number to any message it receives. If you could check your mailbox, archive and spam box and provide us with that number, the casino representative can find it quickly in the database and it can help us reach the resolution faster. Thank you.

The message was sent to the email thread created with ticket number 41614618

El mensaje fue enviado al hilo de correos creados con el numero de ticket 41614618

Dear Matej,

Thank you for your continued mediation in this matter.

We are writing to inform you that we have just sent a direct reply to the email address regarding the points discussed. We remain available should you require any further clarification or evidence from our side.

Best regards,

OnlySpins Casino Team.

Dear OnlySpins Casino, I have responded to your message. If you can also attach the whole conversation from the ticket 41614618 (provided by Vrossi166), when replying to my e-mail, that would be much appreciated. Thank you.

Dear Matej,

We would like to extend our sincerest apologies for any inconvenience that may have arisen due to the delay in the closure of your account.

We would like to resolve this issue as expediently as possible.

Therefore, after conducting a thorough review of your case, we have arrived at the conclusion to return the amount = 4,460 EUR.

If you wish to proceed with your refund request of 4,460 EUR, we kindly suggest you to please share bank details as followed : -

• Full Name (please include all names including middle names) :

• E-mail :

• Bank Account’s Owner name :

• IBAN/Account no. :

• Bank Name :

• Bank location (Country) :

• SWIFT/BIC :

Upon receipt of your update, we will promptly proceed with the refund amount.

We look forward to receiving these details at your earliest convenience.

Kind regards,

OnlySpins Casino Team.

Thank you, OnlySpins Casino, for reconsidering the situation. Much appreciated. To what e-mail address should be the banking details sent, please?

Dear Vrossi166, please never ever disclose your personal and banking details, or passwords and login details on public forums. Websites are being crawled daily by malicious bots and hackers, just waiting for someone to share their details so it can be stolen and misused for theft and fraudulent activities.

I have deleted your post. Once the casino posts the e-mail address, please send the details there. If you wish, you can CC me in the copy, so I can confirm the message has been sent and received. Otherwise, please never disclose sensitive information about yourself publicly, and even in e-mail communication please always double-check you are talking to the real representatives. Thank you for your understanding. Stay safe online.

Dear Matej,

We kindly ask player to provide his banking details as requested via email to [email protected].

We look forward to receiving these details at your earliest convenience.

Kind regards,

OnlySpins Casino Team.

Thank you for the e-mail address. :)

Dear Vrossi166, please send an e-mail with subject: "Casino Guru Complaint - Banking Details" to [email protected] and provide the necessary information:

• Full Name (please include all names including middle names) :

• E-mail :

• Bank Account’s Owner name :

• IBAN/Account no. :

• Bank Name :

• Bank location (Country) :

• SWIFT/BIC :

Once this message is sent, please let us know here, so I can swap the timer towards the casino, to process the refund. Thank you.

The email with the bank details has been sent as instructed.

All the best.

El correo con los datos bancarios ha sido enviado según las indicaciones.

Un saludo.

Thank you for the confirmation, dear Vrossi166. Much appreciated.

Dear OnlySpins Casino, please let us know once everything - including the refund - is processed on your end. Thank you.