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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.