An official OnlyWin Casino representative answers player questions

In this section, an official OnlyWin Casino representative answers any player questions or complaints. If you are asking a question to an official casino representative, we recommend that you immediately provide the email address used to register your casino account. Please, upload a screenshot, if necessary (You can only upload one screenshot at a time). Thank you!

Hey. I'm Kurt, representing OnlyWin. I know that support doesn't always solve quickly. That's why I'm here. Delay in withdrawal, misunderstandings about the bonus, stupid game - throw it here.

Kurt, hello. The situation is rubbish. On Tuesday, I deposited $150, took a 100% bonus. He raised it to $1800. I put it on withdrawal, they requested the docks. Ok, I sent it right away. TWO DAYS PASSED. The verification status does not change. In the chat, they feed breakfasts "wait, big load". I'm already nervous, afraid to break down and pour everything back. Can you speed it up somehow? Nickname VictorLustig

The question is on the merits. You have a Book of Dead slot on your site. What is its RTP? 96.21% as the default provider, or reduced to 94% or even 91%? Now many kaziks are guilty of this. I want to know what you're playing.

I see your acc. All the docks are normal there, except for one - a photo of the map fr om which there was a dep. You closed the first 6 and last 4 digits, as it should be, but you also blurred your name. The security service stopped because of this. They need to see that the card is yours. Take a new photo, wh ere you can see the name and the numbers you need, and upload it. I marked your account as a priority, as soon as you download it, they will check within an hour.

Guys, who knows why I can't play slots from Relax Gaming? I am from Ontario, Canada. I go through a VPN - everything is there. I turn it off - they disappear. What kind of discrimination?

Hello. A good, correct question. We have a version with an RTP of 96.21%. We do not use slots with a low return percentage. You can check it out for yourself – in most Play'n GO games, you can open the help (question mark "?") inside the slot itself, and the current RTP will be indicated there.

Damn, exactly. I didn't notice. I re-uploaded the photo.

Kurt, such a problem. I feel like I'm starting to play too much. I want to take a break for a month so that my head cools down. How do I enable self-exclusion or account freeze? I did not find it in my personal account, only the limits on deposits.

The Relax Gaming provider does not yet have a license to operate in the province of Ontario. As soon as they receive it, we will immediately open access to their games to all players in your region. Unfortunately, this does not depend on us.

Won $4000. I put it on withdrawal, and it was divided into 8 parts of $500 each. The rules say that the withdrawal limit is $500 per day. Is it serious? Do I have to wait more than a week for the entire amount? I didn't pay $10. Is it possible to raise the limits for regular players somehow?

Please write to the support email support@onlywin.com with the subject "Account Cool-off". Specify your nickname and the period for which you want to freeze your account (week, month, 6 months). They activate the lock within a few hours. During this time, you will not be able to log in to your account. If you change your mind, you won't be able to remove the block ahead of time. Take care.

See. Verification passed. Withdrawal approved and submitted. Wait for admission.

What kind of nonsense with bonuses? I took a bonus, spun the slots. The rules say "Do not play jackpot slots". OK. I played The Dog House, there is no jackpot. I won, laundered the wager, and the winnings were written off. They say that this slot is also on the list of prohibited ones. Where is this list?! Why are prohibited games not blocked when playing for a bonus so that such situations do not happen?

Kurt, the grandmothers have come. Thank you for kicking the right people. It really helped.

Hello. Yes, the standard limit is really like that. But for loyal players, we are revising it. I see your story of the game. I talked to the finance department, they combined your applications and sent the entire amount in one payment. Also, the daily limit for your account has been raised to $2000.

I admit that this is our flaw. The full list of excluded games is in the full "Bonus Rules", but I agree that this is inconvenient and should be blocked automatically. I have already handed over the task to the technical department so that they implement automatic blocking of prohibited games when the bonus is active.