OSbet Casino - Player’s withdrawal is blocked due to unverified phone number.

I registered an account at Osbet and made deposits in good faith. This casino does not require phone verification at registration, so I was allowed to create the account, deposit, and play without confirming my number by SMS.

The issue appeared only later, at the withdrawal stage, when the casino started requiring a verification code to a phone number that had never been verified in the first place. I do not receive any SMS code on that number.

One important point here is that my number is Russian, and it is entirely possible that messages from the casino simply do not reach it due to technical delivery issues, country-related restrictions, routing problems, or the casino’s SMS provider not reliably supporting Russian numbers. This is not something I can control. If the casino accepts players who may use Russian phone numbers, then it should also have a working and fair verification alternative when its own SMS system does not deliver the code.

What makes this especially unfair is that the casino does not require phone verification when creating the account, but later uses the phone number as a strict withdrawal barrier. If phone verification is truly essential, it should have been required before deposits and gameplay were allowed. Instead, the casino accepted my registration and deposits first, and only afterwards made withdrawal access dependent on an SMS code that I never receive.

It is also important that part of my withdrawals was already processed through email verification. This shows that the casino itself previously accepted email-based verification as sufficient. After that, however, I was blocked because of the phone number issue, while still not being allowed to change or correct the number.

So the situation is the following:

Osbet does not require phone verification at registration;

I was allowed to register, deposit, and play without confirming my number;

now the casino requires SMS verification only at the withdrawal stage;

I do not receive the SMS code, possibly because the number is Russian and delivery may fail for technical or regional reasons;

the casino does not allow me to change the number;

some withdrawals were already approved through email verification.

I am not refusing verification in any way. I am fully ready to verify my identity through email, documents, video verification, or any normal KYC method. I am only asking for a reasonable solution instead of being locked out because of an SMS code that never arrives to a number that was never verified when the account was created.

I ask Casino Guru to review this as an unfair verification and withdrawal obstacle and to ask Osbet to either allow me to update my phone number or offer an alternative verification method.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you submitted any identity documents to this casino for the verification of your account?
• Have you filled out your player's profile fully and correctly, including your name, address, and country of residence?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Have you tried contacting customer support to help you with the verification of your phone number? If so, what was their response?

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

Best regards

Veronika

Hello Veronika

1) Casino does not require account verification

2) I have filled my name. There is no lines for address and country

3) yes i used vpn. But it is allowed by casino. They even have instructions about using vpn on their website

4) yes i have tried. They sad they can't do anything, they can't change the number due to security reasons

Thank you for your reply. Please forward me all the communication between you and the casino customer support regarding the verification of your phone number at veronika.f@casino.guru. These can be emails, screenshots, or chat transcripts. I appreciate your cooperation.