Octocasino - Player's withdrawal request is delayed due to intrusive requirements.

I am raising a formal complaint regarding Octo Casino's refusal to process my withdrawal unless I provide personal tax returns. I have already supplied bank statements clearly showing that my deposits were funded by prior casino winnings, which should sufficiently satisfy any source of funds verification.

Requesting tax returns is highly intrusive, unnecessary, and goes well beyond what should be required to complete a standard withdrawal. I am not comfortable providing such sensitive documents, and I do not believe the casino is justified in making this a condition for releasing my funds.

Additionally, I have asked Octo Casino on multiple occasions to provide their complaints process or escalation route, and they have failed to do so. This lack of transparency further adds to my concerns about how they are handling this situation.

I would appreciate your assistance in reviewing this matter and helping to ensure that the casino fulfills its obligation to process legitimate withdrawals in a fair and reasonable manner.

Dear stephanie841,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please provide the exact date of your initial verification request?

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,

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear stephanie841,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru

We’ve reopened this complaint at the request of stephanie841. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear stephanie841,

thank you for your email.

Have you accumulated your winnings with the help of bonus, please?

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Looking forward to your reply.

Katarina

Has been ongoing since Jan 24th 2025. They have asked for ID, proof of address, proof of deposit, they blocked my account from being accessible yet continually asked me to upload documents to their site, which was impossible. This went back and forth for almost 2 months before they finally agreed to accept the documents by email. I sent them over then they asked me source of wealth questions which I answered. 

They asked for my CIBC statement which I also provided, this account is only really used for casinos but clearly shows ample affordability and evidence of deposits to their casino and previous winnings to justify the deposit to them. They then questioned why i had sent money to my partner from this account. I had to explain 5 times this was me sending money to my partner. They then asked for my partners Proof of ID which must be a breach of data protection, I raised this concern with them which they denied. 

Following this and all the documentation I have already sent to them they are now asking for my tax returns as I am self employed. I am unwilling to provide these as it is extremely intrusive and what i have provided already is more than enough to show that i was able to afford a $300 deposit. 

I have continually asked them for their complaints procedure which they are ignoring, I have made at least 7 requests for this information and they are not acknowledging it. They are also now asking me to upload the tax returns they want by uploading to their site, which I am blocked from and have explained more times than I can remember. I feel their behavior is unacceptable and intentionally obstructive.

In summary I have sent them the following documents:

My passport

2 proofs of address

CIBC statement showing deposit to them 

2 months of Interac statements showing all deposits and withdrawals

My partners ID

Selfie with my ID

Dear stephanie841,

thank you for your message.

I understand your concerns regarding the request for your tax return by the casino. I want to assure you that the casino is not questioning your financial capacity to cover the $300 deposit. The request pertains to verifying the source of your funds, which is a standard procedure to ensure compliance with anti-money laundering regulations governing online casino operations. Casinos are obligated to adhere to stringent legal requirements regarding the origin of funds used for gaming. Typically, bank statements are requested to trace the source of funds, often verifying deposits made by an employer to confirm legitimate income. While maintaining a separate bank account for casino transactions demonstrates responsible financial management, it is not a common practice. Therefore, casinos must meticulously verify the legitimacy of funds entering such accounts. While providing your tax return may seem intrusive, I can confirm that this request is not unprecedented. In similar situations, providing the requested documentation has facilitated the processing of withdrawals. I encourage you to reconsider submitting your tax return to expedite the withdrawal process.

Has there been any transfer of funds into this bank account from your primary account where your salary is deposited?

Have you forwarded your communication with casino to my email please? I believe, this will further help your complaint. My email is [email protected].

Looking forward to your reply,

Katarina

Hi Thank you for your response, I understand your points but this account is isolated from my main personal account and used specifically for gambling at online casinos, the origin of funds deposited to them can clearly be traced back to a transfer from my partner and furthermore winnings from casinos. My personal income has nothing to do with this whatsoever.

Is it also normal procedure for casinos to request documents from a third party who is not even a customer of theirs?

Their requests are beyond what is necessary to satisfy these requirements and every time I have submitted more and more documents to them they keep on requesting more, they have also consistently failed to address my request for their complaints information.

I will forward the e-mail chain I have with the casino to you for your review as requested and hope you will agree that their demands are intrusive and excessive.

Thank you very much, stephanie841, for your cooperation. I will now transfer your complaint to my colleague Martina ([email protected]) 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 stephanie841,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Octocasino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case.

Thank you in advance for providing the information.

Hello!

As per our Terms and Conditions, the Company reserves the right to perform verification procedures for any client at any time. This includes the obligation to follow strict Anti-Money Laundering (AML) protocols in accordance with applicable regulations.

As you have indicated that you are self-employed, we kindly request supporting documentation to confirm your self-employment status. An official document such as a tax return or similar form covering the months of December, January, and February would be acceptable.

Additionally, please provide a screenshot of your Interac account displaying transactions from January to February. The screenshot should clearly show your full name, account number, postal address, and the deposits made to our casino.

We appreciate your cooperation and are committed to resolving this matter as promptly as possible.

Best regards,

Octocasino

Dear Octocasino,

thank you for the additional information.

Dear stephanie841,

I understand you have been frustrated, but what casino is asking at the moment is very common procedure. So as my colleague Katarina has already advised, I also strongly encourage you to provide these documents if you're able to. This will support your case and allow the withdrawal process to move forward.

Please let me know whether you plan to submit the requested documentation.

Thank you very much for cooperation

Dear stephanie841,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.