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Dear Casino Guru Team,

I hereby wish to file a formal complaint against Only Spins Casino.

On March 14, 2026, an error occurred during the crediting of a jackpot in the game "Thunder Coins XXL" (manufacturer Playson). The jackpot wheel appeared between the beginning and middle of my session. However, since I was playing very quickly and initially didn't know exactly what the "wheel" meant, I simply continued clicking and didn't react. Because this win had apparently already been registered by the system, the wheel reappeared at the end of the session – when my balance had already dropped to €0. This time I was able to spin it and won the Flash Jackpot worth €86.

Immediately afterwards, the website flickered, a credit balance of €75 flashed briefly and then immediately dropped back to €0. No credit has been issued to this day.

I was initially put off by support for 24 hours due to a "serious error." After 30 hours without a response, I contacted support again, at which point they asked for a game ID. However, since I played very quickly, clicking 2-3 times per second, the ID is no longer visible in the history. I scrolled down on my smartphone for a quarter of an hour until the list ended, but the IDs don't go back far enough to show the moment of the win.

During this review, however, I noticed that an additional 30% of my stake was being continuously deducted for the jackpot contribution, increasing the amount in dispute to over €100. Since my winnings must be listed in the public list of jackpot winners (Flash Jackpot), the casino should be able to verify the incident using my timestamp, even without the specific ID.

I kindly request your mediation in this matter.

Sehr geehrtes Casino Guru Team,

​hiermit möchte ich eine formelle Beschwerde gegen das Only Spins Casino einlegen.

​Am 14. März 2026 kam es beim Spiel „Thunder Coins XXL" (Hersteller Playson) zu einem Fehler bei der Gutschrift eines Jackpots. Das Jackpot-Wheel erschien bereits zwischen der Anfangs- und Mitte meiner Session. Da ich jedoch sehr schnell gespielt habe und anfangs gar nicht genau wusste, was das „Wheel" bedeutet, habe ich einfach weitergeklickt und nicht darauf reagiert. Da dieser Gewinn vom System offenbar bereits registriert war, erschien das Rad am Ende der Session – als mein Guthaben bereits auf 0 € gesunken war – erneut. Diesmal konnte ich den Dreh tätigen und gewann den Flash Jackpot im Wert von 86 €.

​Unmittelbar danach flimmerte die Website, ein Guthaben von 75 € blitzte kurz auf und sprang dann sofort wieder auf 0 €. Eine Gutschrift erfolgte bis heute nicht.

​Ich wurde vom Support zunächst 24 Stunden vertröstet, da ein „schwerwiegender Fehler" vorliege. Nach 30 Stunden ohne Antwort kontaktierte ich den Support erneut, woraufhin man eine Spiel-ID von mir verlangte. Da ich jedoch mit 2-3 Klicks pro Sekunde sehr schnell gespielt habe, ist die ID in der Historie nicht mehr auffindbar. Ich habe am Smartphone eine Viertelstunde lang nach unten gescrollt, bis die Liste endete, aber die IDs reichen nicht weit genug zurück, um den Moment des Gewinns abzubilden.

​Bei dieser Durchsicht ist mir jedoch aufgefallen, dass mir kontinuierlich 30 % des Einsatzes zusätzlich für den Jackpot-Beitrag abgezogen wurden, was den Streitwert auf über 100 € erhöht. Da mein Gewinn in der öffentlichen Liste der Jackpot-Gewinner (Flash Jackpot) stehen muss, sollte der Vorfall für das Casino auch ohne die spezifische ID anhand meines Zeitstempels prüfbar sein.

​Ich bitte Sie höflich um Vermittlung in dieser Angelegenheit.

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Dear Aandx,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident, along with any relevant communication to veronika.f@casino.guru?

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand that without any supporting evidence, we can’t proceed further with this case, as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Veronika

Dear Aandx,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru