OasisLoto Casino - Player's withdrawal requests are delayed.

Oasisloto is a clone of the Vbet website, and currently, none of their clones are approving withdrawal requests. I've been familiar with this site for 3-4 months, and everything was always good. The support team was responsive, and money was always withdrawn successfully. However, in December, everything changed suddenly. They haven't approved a payout for almost a month now, and the support service has vanished. I have no one to contact to find out what's going on. I'm attaching a screenshot showing my withdrawal requests.

Dear marchetti1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that you have made successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

1) Yes, I have withdrawn several times before. The withdrawal of funds took 2-3 days

2) KYC does this mean verification? Then I'll attach a screenshot now

3) All winnings are accumulated without a bonus. I did not participate in them at all on this site. I will also note that the winnings were not earned in the casino section, but in sports betting

Thank you for your reply, marchetti1. Could you please advise when exactly you made the last successful withdrawal? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

On November 19, I successfully withdrew UAH 3,000 last time via the withdrawal method to a bank card. I always withdrew money via this method before. When the problems started, I tried to withdraw via another method, they have an option to withdraw to Fasttoken, but the application has been hanging there for weeks waiting

I managed to contact a representative of this casino in Telegram, his login is @oasislotoo. He writes that this casino is now closed in Ukraine. Only they closed it in an instant and without warning the players. They are still obliged to pay the balance, which they do not do, and this is fraud.

Do you currently have access to your casino account? If you have, please post a screenshot of your withdrawal history here in this thread. 

Also, have you tried contacting the casino via other channels (live chat, email address, etc.?)

Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I have access to the account. I have already sent you screenshots of the withdrawal history, there was not a single successful withdrawal in December. In November, there was 1 attempt to withdraw, it was successfully withdrawn. I can no longer provide a statement for October, they no longer have a history for this period. I am attaching these screenshots again

Regarding communication with the casino through other channels. The chat on the site disappeared exactly at the moment when problems with withdrawal began. By the specified email never responded even when withdrawals were processed. I couldn't find any other communication channels.

Thank you very much, marchetti1, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear marchetti1,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite OasisLoto Casino representative to join this conversation.

Dear OasisLoto Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Do you think a representative of this casino will answer in this thread? They don't care about anything. I guess I had high expectations from your platform, that is, I thought you would help influence the payment of funds. It turns out that after 2 weeks you simply invite a representative of Oasisloto, and he probably doesn't even know about this topic. Sorry, of course, but this looks a little funny

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 marchetti1,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Mirka