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Complaint Regarding Failure to Close Account and Unauthorized Reactivation – OnlySpins

Dear Casino Guru Team,

I would like to submit a complaint regarding my account at OnlySpins, as I believe the casino failed to comply with its obligations towards player protection and responsible gambling.

From 31 January 2026, I repeatedly requested the permanent closure of my account. I submitted multiple requests (31 January, 1 February, 4 February, 8 February, and 20 February), clearly stating that I wanted my account permanently closed and that I did not wish to receive any further emails or SMS communications.

Despite these repeated and explicit requests, my account remained active until 24 February 2026.

During this period — when my account should already have been closed — I was contacted by VIP support and offered incentives to continue playing.

Despite these offers, I clearly and explicitly responded that I was not interested in any promotions and that I wanted my account to be permanently closed.

This demonstrates that the casino was fully aware of my intention to stop playing, yet failed to act on my requests and instead continued to encourage further activity on my account.

As a direct result of this failure to close my account in a timely manner, I incurred significant financial losses during a period in which my account should no longer have been accessible.

Furthermore, on 28 February 2026, I discovered that my account was accessible again, despite not requesting any reactivation. The casino later confirmed that this was due to a technical error on their side.

This unauthorized reactivation exposed me to gambling activity once again, resulting in additional financial losses that could have been avoided.

The casino offered a goodwill refund of €1,000, which I accepted only because it was presented as their "final decision" at the time. However, this amount does not reflect the extent of the losses nor the seriousness of the situation.

In order to clarify the matter, I requested my complete account history on 14 March 2026, explicitly asking for all records, including full communication history (emails and chat correspondence).

After a follow-up on 25 March 2026, I received only a partial report containing deposits and gameplay activity.

No records were provided regarding account status changes, closure requests, reactivation logs, or any communication history, despite my explicit request.

Had this information been provided, it would have demonstrated the full extent of the interaction between myself and the casino, including communications relevant to the period following my closure request.

The absence of these records limits transparency and prevents a complete and accurate evaluation of the case.

Given:

• the repeated failure to act on my clear requests to permanently close my account,
• the VIP engagement and incentives offered during that period,
• the unauthorized reactivation acknowledged by the casino,
• and the lack of transparency in providing complete account records,

I believe this is not a case of normal gameplay losses, but a failure of the casino to protect a player who had clearly requested to stop.

For these reasons, I respectfully request a full refund of all losses incurred from 1 February 2026 onwards, when I explicitly rejected promotional offers and confirmed my request for permanent account closure, yet my account remained active and I continued to be exposed to gambling activity.

These losses occurred during a period in which the casino was fully aware of my intention to stop playing but failed to take appropriate action, and therefore should be considered a direct consequence of the casino’s actions and failures.

I have attached all relevant documentation in organized files to support my complaint.

Thank you for your time and assistance.

Kind regards,

Eleni

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with OnlySpins Casino. I went over the communication you provided.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you received any response to your request from February 8th? Was it an automated response or a response from a live person?
• Could you please share with me the responses from the casino regarding that particular email exchange? Send it to my email at tomas@casino.guru

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,

Tomas

Hello Tomas,

I have forwarded the requested information and the relevant communication to your email, as requested.

Please let me know if anything further is required from my side.

Thank you.

Dear Eleni_TT,

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, Martin (martin.l@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,

Tomas

Hello Eleni_TT,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the OnlySpins Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? It seems the player has explicitly mentioned gambling issues on 8th of February. Are you willing to refund her deposits from this point on (with applicable processing delays taken into account of course)? Alternatively, in case you do not agree with such resolution, are you willing to provide me with the player's deposit history and the casino's viewpoint?

Thank you in advance for providing us with your view of the issue.

Hello Martin,

According to the casino’s terms, in the account section it is clearly stated that if a player wishes to deactivate their account, they can do so by contacting support via email. This is exactly what I did.

There is no mention anywhere in the terms that a player must explicitly declare gambling addiction or use specific terminology in order for such a request to be processed. If such a requirement had been stated, I would have followed it.

I acted fully in accordance with the casino’s instructions and procedures.

Furthermore, the casino asked me twice how I wished to proceed with my account, and on both occasions I clearly confirmed that I wanted my account to be permanently closed.

Despite this, no action was taken.

I would also like to point out that players experiencing gambling-related difficulties often find it very difficult to explicitly declare addiction. This is precisely why responsible gambling policies should not rely on specific wording, but on the clear intention expressed by the player.

In my case, this intention was repeatedly and clearly communicated.

Additionally, even when I later explicitly stated gambling-related difficulties, the account was still not closed immediately. The deactivation was delayed until February 24th, and only after I had to submit multiple additional requests.

This further demonstrates that the casino did not act promptly even when clear signs of gambling harm were communicated.

In my view, this is particularly concerning, as the terms give the impression that a simple request via email is sufficient, while in practice this was not respected.

This creates a misleading situation for the player, as the stated procedure was followed, yet not implemented, and reflects a failure to adhere to responsible gambling principles.

Thank you for your consideration.

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 Eleni_TT,

we are extending the timer again, as we want to explore some other ways to establish contact with the casino. If there are any new developments on the matter, please keep us updated.

Dear all,

Thank you for contacting us.

We  kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Onlyspins Casino

Dear casino representative,

thank you for your response. Please let us know your position as soon as you are able to. Please note, that at this point we consider the self-exclusion request from 8th of February to be valid.

Hello Martin,

Thank you for your efforts and for your message.

While I understand your position regarding February 8th, I would greatly appreciate hearing the casino’s position regarding my repeated requests for permanent account closure prior to that date, which were acknowledged but not acted upon, not even as a temporary suspension.

Thank you.

Dear Martin,

Thank you for the patience.

We kindly inform you that we send you email regarding the case.Please check it at your earliest convenience.

Kind regards,

Onlyspins

Dear casino representative,

thank you for your detailed message, I have sent you a response.

Dear Martin,

Thank you for the patience.

We kindly inform you that we send you email regarding the case.Please check it at your earliest convenience.

Kind regards,

Onlyspins

Dear casino representative,

thank you for your email and for clarifying the refund calculation.

Dear Eleni_TT,

we have received a detailed description of your account activity after 8th of February 2026. Upon examining all available evidence, we believe you are entitled to a refund of 2302 EUR.

Please give us your thoughts. However, please also note, that we are unable to request any funds prior to 8th of February.

Dear Martin,

Thank you for your assessment.

However, I disagree with the conclusion that the relevant period should be limited to after February 8. I maintain my position that it should be calculated from February 1, when I clearly confirmed my intention to permanently close my account, which in my view was effectively equivalent to a self-exclusion request.

As such, I do not accept the proposed refund.

If this position cannot be reconsidered, I will proceed with referring the matter to the relevant licensing authority for further review.

I would appreciate a brief update.

Kind regards,

Dear Eleni_TT,

thank you for clarifying your position. Please note, that although I fully sympathize with your situation, our position has to remain unchanged. Your first explicit mention of gambling addiction unfortunately came only on 8th of February.

In case you want to forward this case to the licensing authority you are free to do so, although I strongly recommend you to reevaluate your position and accept the proposed refund, as I do not believe you will come to the desired outcome that way.

Dear Martin,

Thank you for your response.

I maintain my position regarding the casino’s compliance with its own Terms and Responsible Gambling obligations.

As previously stated, I do not consider the proposed resolution to be fair, and I will therefore refer the matter to the licensing authority for further review.

Thank you again for your time and assistance throughout this process.

Kind regards,

Dear Eleni_TT,

thank you for confirming your position.

While we understand and respect your decision to escalate the matter further, our position remains unchanged. Based on all available evidence, we consider the first valid self-exclusion request to have been submitted on 8th of February 2026, and therefore we are unable to request any refund for losses incurred prior to this date.

As you disagree with our verdict, which remains unchanged, I am forced to reject this complaint in the meantime. Once you confirm and document that the complaint has been forwarded to the relevant licensing authority, we will adjust its classification to reflect the escalation.

Kind regards

Martin