Ocean Spin Casino - Player's withdrawal is delayed due to repeated verification requests.

Hello. On 4/2/2026 I requested a payout of my winnings.

After verification and payment of part of the money, 42,000 CZK remains in my account,

which have not been paid to me yet. The casino is again requesting the same documents that they have already verified and paid me part of the money thanks to them. However, now the same documents do not meet the requirements and after submission, another one is requested again.

For the first time, a selfie + a selfie with the computer turned on with the Oceanspin website on the monitor and my ID are requested, this cycle is already very humiliating and stressful. I am asking for your help and thank you for your response.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Majlou

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Have you made any previous payouts from the casino? Is your player's account accessible to you?
• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas