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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

When was the first time you contacted customer support via email to request self-exclusion due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

Has the casino replied to your emails in the meantime? If so, kindly forward me the conversation at veronika.f@casino.guru.

Is your account still open, or has it been closed?

Dear Veronika, I haven't received a reply.

Libe Veronika ich habe kein Antwort mehr erhalten

Account is closed

Account ist geschlossen

I’m glad to hear that your account is now closed. Could you please let me know the exact date when the casino closed it?

Also, have you received any information regarding your refund request?

I received nothing further.

Account was closed on November 1, 2025.

Habe weiter nichts mehr erhalten

Account wurde am 1.11.2025 geschlossen

Could you please specify from which email address you sent your self-exclusion request on 25 October? Also, please forward this closure request to me at veronika.f@casino.guru.

Dear Veronika, I deleted all emails.

I already wrote to you about what I had.

Libe Veronika habe alle Email gelöscht

Was ich gehabt habe habe ich Ihnen doch geschrieben

Dear Veronika, I have just forwarded your email

Liebe Veronika ich habe ihnen so eben Email weitergeleitet

From the screenshots I received from you during the investigation of the complaint, you informed the casino of your gambling addiction on October 29. The casino closed your account on November 1, which is three days later.

Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.

From our perspective, OnlySpins Casino acted promptly and restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request-processing period.

As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.

We’ve reopened this complaint at the request of besarion. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. The player sent us the following message:

Sehr geehrte Damen und Herren

Mein Account würde leider wieder geöffnet Habe Werbung bekommen und direkt wieder 500 euro verloren

Es war dauerhaft geschlossen Wegen Spiel süchtig Familien Probleme

Bitte um Unterstützung

Dear besarion,

Could you please clarify whether you requested your account to be reopened, or if the casino reopened it without any action from your side?

If you did submit a request to reopen your account, kindly forward the relevant communication to me at veronika.f@casino.guru. Thank you for your cooperation.

The account would simply be reopened.

I haven't written to anyone.

Account würde einfach wieder geöffnet

Ich habe niemanden angeschrieben

Please request a full refund of 3000 euros.

Bitte um gesamte Rückerstattung 3000 euro

It is quite clear that my terms and conditions were violated last time as well.

And now the same thing again.

I don't understand why one would reopen the account of a gambling addict; what is the reason that one should lose even more?

Es ist wohl zu sehen das auch beim letzten Mal mein agb verstoßen war

Und jetz wieder das gleich

Ich verstehe nicht warum man spiel süchtig menschen Account wieder eröffnet sollte was ist der grund das mann noch mehr verlieren soll

Online gambling providers licensed in Germany must adhere to strict player protection regulations. This includes, in particular, the immediate implementation of self-exclusion requests. If a casino continues to grant access despite a clear request for self-exclusion, this can constitute a breach of legal obligations to protect players – and this gives those affected the right to reclaim any stakes lost during that period.

The situation becomes even clearer if the casino doesn't have a German license at all. Without a valid license, contracts for online gambling are generally invalid in Germany. In practice, this means that not only subsequent deposits, but often all deposits can be reclaimed. Especially with long-term gambling histories, this can often amount to a considerable sum.

Anbieter von Online-Glücksspielen, die in Deutschland zugelassen sind, müssen strikte Vorgaben zum Spielerschutz befolgen. Dazu zählt insbesondere, dass ein Selbstausschluss unverzüglich umzusetzen ist. Wenn ein Casino trotz eines klaren Sperrwunsches weiterhin den Zugang erlaubt, kann dies ein Verstoß gegen gesetzliche Schutzpflichten sein – und das eröffnet Betroffenen die Möglichkeit, ihre in dieser Zeit verlorenen Einsätze zurückzufordern.

Noch deutlicher wird die Situation, wenn das Casino überhaupt keine deutsche Erlaubnis besitzt. Ohne gültige Lizenz sind Verträge über Online-Glücksspiele in Deutschland regelmäßig unwirksam. Das bedeutet in der Praxis: Häufig lassen sich nicht nur spätere, sondern sämtliche Einzahlungen zurückverlangen. Gerade bei langfristigen Spielverläufen kommt dabei oft eine beträchtliche Summe zusammen.

Dear besarion

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, Igor (igor.p@casino.guru). 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,

Veronika

Thank you in advance.

Ich bedanke mich in voraus

Dear besarion,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the OnlySpins Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a OnlySpins Casino representative to join this conversation and participate in resolving this complaint.

Dear OnlySpins Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

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.

I demand that the casino refund 3500 euros.

Ich Vordere das casino auf 3500 euro zu erstatten

Dear all,

thank you for contacting us.

We just wanted to let you know that we are checking the case. Once there is update we will inform you as soon as possible.

Thank you for the understanding!

Best Regards,

Team OnlySpins

Dear OnlySpins Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.