Oscarspin Casino - Player’s account verification is delayed.

Hello,

I have serious problem with this casino. Since July 20th I am trying to verify my account, I sent all documents that they asked, priblek was with proof of deposit, I sent official screenshot from my trust wallet, but they wasnt satisfied cause not all datas visible that they want, I even wrote to trust wallet support asking if possible to get another document to proff them but they said that they cant help, cause if need other datas are visible in tronscan, I sent to casino screenshot from tronscan and also link of transaction but they still didn't verify my proof of adress, I sent them conversation with trust wallet and they said me to wait, after that asked me 5-6 questions about mine ocupation etc, I sent all answers snd since then past 6-7-8 days and they even stopped to answer on my mail. I play there sportbetting and slots, I can send you all of our conversation where you need that.

Hello,

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.

• Could you please list which documents you have already provided, and when exactly you sent the last one?
• Which documents were accepted and which were not?
• Could you please share with me your communication with the casino regarding the verification requirements of your account? 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 resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

dont know what to say anymore, they contacted me yesterday and asked again proof of adress and proof of my wins from other casino, cause I told that I am proffesional gambler. I sent one document from merchant but rhe declined again. I really dont hnderstand what rhey want from me.. this is very rude behaviour, I understand rhat kyc is imsportant and dont have priblem with that at all, but this is too much. I will forward all comuncarion with them via mail.

i sent id, proof of adress, proof od deposit, selfie with id, some wuestions that they were asked abour my ocupation, now they ask from proof of my winning from other casinos. They were accept all except proof of deposit, but looks like they now accept that, but didn’t accept proof of mine winnings from other casinos, I am really confused in this mess. This is not standard procedure.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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.

Hello,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Dear Vladan,

We would like to inform you that your verification process is still ongoing. Please be assured that our intention is to ensure full compliance with licensing requirements and anti-money laundering (AML) regulations, which we are strictly obligated to follow.

To proceed, we kindly ask you to provide documents confirming your winnings from other casinos, such as receipts, as well as documentation showing the transfers of funds you deposited into our Casino. Depending on the payment method you used, this may be in the form of a PDF statement from your bank account or e-wallet covering the last three months.

Kindly note that screenshots from Tronscan cannot be accepted. We require that you provide screenshots directly from your wallet instead.

The requested documents can be uploaded directly through your casino account verification page. We greatly appreciate your cooperation and understanding. Should you have any questions or require further assistance, please do not hesitate to contact us.

Best regards,

Oscarspin Casino

Hello,

i already sent via mail to the guys from casino guru that I already sent screenshots from my wallet with few deposits on that wallet with amount much higher than was mine deposit on your casino.

thanks

Dear Vladan,

I recommend that you follow the casino’s instructions. Have you already completed them and uploaded the required files?

Dear Jozef, can you please check mails that I already sent you with all screenshots and documents which I sent and tell what is wrong with all documents that I sent, sent mine trust wallet screenshot with deposits much higher than I deposited in their casino, isn’t it enough proof of my funds. I don’t understand what else I should, I sent rhem sportmarket screenshot with amount of 100x higher than deposit rhat I made in their casino and they rejected all.

Dear Vladan,

I believe it is the casino’s responsibility to specify what exactly was not correct. Have they not provided a reason for the rejection?

Dear Jozef,

i repeat again you have whole conversation that I sent you bia mail, if skmeone can check. I sent tons of documents, ar rhe end my opinion is rhey just try to avoid paying, cause I verified tons of casinos and have no any pronlem to send whatever they want just in this case I became tired cause at the end didn’t understand what exaxtly I should send. They asked to send some of mine withdrawals from other casinos, I sent sportmarket account with big amount, sent screenshot of trust wallet full of deposits (impossinle to see who send on trust as you know), sent from skrill transaction where I received 10k etc, sk is more than ibvious from where my funds are coming. I don’t have sallary sk cant send from bank etc. They asked as zi understand(but not sure) from where came amount that I sent in their casino, how to send send that, I sent what I have, my trust wallet deposits, my sportmarket personal account with money in, I sent skrill deposit that reveived from sportmarket etc. i will send whatever they want, don’t have ang problem, just cant accept that skmeone behave with me like I am a clown.

Dear Vladan,

Please be aware that it is standard procedure for a casino to request such documents. I understand this can be frustrating, but once you complete the process with this casino, any future verifications should be much easier.

I have checked all the emails you provided, but I did not find the required document. The casino specifically asks for a PDF statement from your bank account and/or e-wallet covering the last three months.

Please note that this casino has a solid reputation and does not have issues paying out winnings. I do not believe there would be any problem in your case either, as long as the verification is completed successfully. If your intentions are genuine, you should receive your winnings without difficulty.

As I mentioned, such requests are standard in the industry. Failing to follow the instructions from the casino team will unfortunately result in this case being closed as rejected.

Could you please confirm whether you will provide the requested document to the casino team?

Hello again,

as already explain in mail I cant get any pdf file from teust wallet and they do not accept from tron scan. I sent 3 months from my binance account, let’s see..

And rhat is not so simple as you wrote it here, I can’t send something that is impossible, there is no trust wallet pdf, I sent binance which is in my eyes is very strange and pribably wont be accepted but what can I do anout that?? I can save video either all transactions if you need , I am ready to send anything rhat is possible to send, but can’t jmpossible, really. Here is you present it like I am

problem and I don’t wanna send something, not fair. I send screenshot ls where I sent that trust wallet don’t have option of pdf, that they answer me that they don’t have that option and still from casino I was asked to send that, not any alternative. If you think that problem is me, than I can’t do anything.

Dear Vladan,

On the screenshots provided by you, I can see the instructions on how you can do it. I also found a similar approach on the web.

Recommended steps if you want a PDF statement:

1. From the Trust Wallet app, copy your public address (for example, for Ethereum or BNB).
2. Go to a suitable blockchain explorer (e.g. Etherscan or BscScan) and paste this address.
3. In the explorer, download your transaction history in CSV format.
4. Open the CSV file in Excel, Google Sheets, or another spreadsheet program and export it as a PDF.

Could you do it and inform me about the outcome?

I did it and got like this, so what you think that they will accept this, same as i rejected same document from binance. I sent rhem video via mail, where i Showed step by stpe transaction and also before that other transactions are visible that were deposits, they said that they will update me via mail. So here is nothing anout me, I am ready for any kind if cooperation.

Hello again, yes ofc that they declined that, vlcause they need name etc, and we all now that is impossible to get name on trust wallet or sny other crupto wallet, after that zi send bank statement, they rejected also that. I srill cant understand how I can sen exact sum feom where I get before I sent it to their casino, how?? I sent also screenshot of trust wallet 4/5:6 transactikns just before transactions before I deposited to their casino and they also rejected. And you still will say that guilty is mine not their, that procedure is standard.

Dear Vladan,

thank you very much for your cooperation.

Dear Oscarspin Casino Team,

I believe the player has done everything possible on their side. I have also checked, and the player is correct that it is not possible to provide the specific document in the form you requested.

Could you please investigate further and advise on an alternative solution that the player can reasonably provide?

Thank you very much for your cooperation.

Thank you Jozef for understanding. I am still trying, yesterday and today I sent teo documents and bith are rejected. I can’t do snything anymore really, actually first kne is rejegted, 2nd one is still on progress, but by experience so far think that will be rejected. Here are documents that I could send and rheir answers.

Hello again,

now I am even more sorry cause you offend me and say that this casino is fair, I can say that they are very rude. I sent more than 20 documents and they declined all of them.

Dear Vladan,

We would like to inform you that your verification process is still in progress.

In the questionnaire you mentioned that your main source of income is coming from sports betting, this is why we kindly ask that you provide a screenshot showing the transaction you mentioned as an income source from another casino.

In addition, please send us the corresponding receipts or proof of winnings from those casinos. Having these documents will allow us to verify the information more quickly and continue processing your request without delay.

Once we receive the requested documents, we will be able to proceed with completing the verification of your account. You can conveniently upload these documents directly through the verification page of your casino account.

We sincerely appreciate your cooperation and understanding. If you have any questions or require further assistance, please do not hesitate to contact us.

Best regards,

Oscarspin Casino

Hello,

I sent abive transactions from tel et casino, that are also visible in trust wallet, that was payed to wallet just few days before I sent deposit to your casino. I still don’t understand what do you want from me. This is not standard procedure, I am not stupid, you want from me to guve up so you can say that I didnt want to send.

Dear Vladan,

I can confirm that this is a standard procedure in many casinos to trace the source of funds and ensure they do not originate from any illegal activity. Have you already forwarded this information to the casino team?

Please be aware that if you fail to cooperate, the case may be rejected. I strongly encourage you not to give up and to show that you can verify your account in order to access your funds.

Thank you.

Bro,

what else should I send? I sent milion of documents? Tell me exact document that I need and I will send? Dont you see that I sent all that they asked. I cooperate fully, just don’t know what to send

And what is rhis now? Just few says aho uou said that I am right, what is now?

Dear Vladan,

In the questionnaire you mentioned that your main source of income is coming from sports betting, this is why we kindly ask that you provide a screenshot showing the transaction you mentioned as an income source from another casino.

In addition, please send us the corresponding receipts or proof of winnings from those casinos. Having these documents will allow us to verify the information more quickly and continue processing your request without delay.

If I were in your position, I would provide screenshots of the transaction history from another casino along with your wallet history, as these should match. Would you be able to provide such screenshots?

Dear Jozef,

i already sent that, screenshot from telbet casino, where I made withdrawal just fee days before I made deposit on oascarsoin casino and also trustwallet screenshot where both transactions are visible, transaction of telbet casino and that received money and transaction of deposit to oscarspin casino. And ehat else zi should to, I sent 30 documents and they rejected all. Here are both screenshots that I sent and that they rejected.

Dear Vladan,

as you specified it as the source of funds, do you have any additional supporting evidence?

Hello,

what you think any supporting evidence? I sent another wins from last 3 months from another casinos that they asked and again all 3 documents rejected. U don’t know ehat to do anymore. I was give up but give one more try, but will need to give up really, cause don’t know what to send. And I think its not about to onow what to send, cause I sent more than enough proofs so far and they rejected all, if they wanted to verify, they has more than enough proof.

Dear Oscarspin Casino team,

Could you please clarify if there are any specific payments that need verification? The player appears to have no verification issues in other casinos based on their complaints, so I would value any guidance you can offer.

If you have any further information of why the process is so problematic, you can forward it to my email address at jozef.k@casino.guru.

I never had any problem with serious casinos, inly with those that avoid to pay.

i will send also here what they asked and ehat last I sent and still not good.

Dear Vladan,

We apologize for the delayed response.

The screenshot showing casino winnings has been accepted, but receipts of those transactions are also needed. If such receipts are not available, the best course of action is to contact the casino's customer support directly. Casino support teams usually can issue the necessary documentation such as transaction receipts or payment confirmations.

If you have further questions or issues arise after obtaining or attempting to obtain the receipts, please let us know.

Best regards,

Oscarspin Casino

This ja really joke, I swear, I should send other casinos to send me receipts to confirm something to this jokers who is making joke with me 3-4 months. This is joke, no doubt. Guys you did yourself, I gave up, cause I don’t have anything send anymore. It’s uo to casino guru how they will grade complaint, but I am pretry sure that it will go on casino side.

I can’t do anything here anymore, I sent 30 documents. I never in my life heard that skme casino give receipts of some winnings, first rime on my life, why should they send that??? I sent more than enough proofs of my income.

At the end last thing that I can is to send tickets from local bookies.

Dear Vladan,

I’m extending the timer by 7 days as I need more time to evaluate the case and discuss it with the team. I want to gather additional opinions, as although I consider myself experienced, I have never encountered a situation where a casino requested such documentation before.

Hi Jozef,

just one little last update, I sent winning ticket from local sporthook, they accepted that in site, as two other previos documents from same section and account is still not full verified and I dont have even option anymore ti add new documents, even I dont know ehat to send anymore. 🙂

Dear Vladan,

We are pleased to inform you that the receipts you provided have been accepted.

However, we kindly request that you also provide a document or set of documents demonstrating the origin of the funds used for deposits at our casino. For example, this could be a bank statement showing transactions to your cryptocurrency wallet used for deposits.

In other words, please provide proof of purchase of the cryptocurrency. We would like to kindly note that this type of verification is a standard AML procedure, as outlined at the bottom of our website. Thank you for your understanding and cooperation.

If you have any questions or require assistance, please do not hesitate to contact us.

Best regards,

Oscarspin Casino

I really do not understand why someone losing reoutation for 2000eur. I sent you tons of winnings deom casinos rhat were received into mine wallet togother with transaction od deposit to your casino. I am using this eallet 3-4 years so what do you want from me? I didn’t deposit anything from bank, how can I know from where eas mine first deposit 3-4 years ago. All funds past teo years are from casinos or from

mine other wallets, I sent you 30 documents that can proof more than you asked. I just want to casino guru realize that I did all from my side and to realize that you are avoiding to verify mine account to avoid paying, everyything here is more than clear.

Dear Oscarspin Casino team,

The player has already provided clear proof that the funds used for deposits at your casino came directly from winnings withdrawn from another licensed casino to the same wallet, from which they were then used to play at your casino. These documents were accepted as valid evidence of the player’s source of funds, yet the same matter is a few minutes later being questioned again.

The player has provided multiple documents directly to you as well. Could you please specify exactly which transaction you require further proof for in order to proceed with the final payout? This would help us understand what is still missing and why the current documentation is not sufficient. From our perspective, the player has already fulfilled all reasonable verification obligations.

Please note that the player has been attempting to verify the account since July, which is an unusually long delay. Given that several players in the same group are facing similar issues, we are concerned that these repeated requests might indicate unnecessary obstruction.

We kindly ask you to review this case again and provide a clear, justified response.

Thank you for your understanding and cooperation.

Thank you Jozef for understanding 🙏

Dear Vladan,

We would like to confirm that after additional review, no further documents are required.

We kindly request you to create a withdrawal from your balance.

Thank you for your patience and understanding. If you have additional questions, please let us know.

Best regards,

Oscarspin Casino

Dear Vladan,

I am glad to see this. Could you please confirm once you receive the disputed amount so we can close the case?

Hello,

i can confirm that I received all funds to my trust wallet. Want to say hello one more time to you Jozef and whole casino guru team for understanding and be on my side, I am pretty sure that I would never see any cent from this casino without your help. I received money, but still behaviour from one casino with such high rate is very strange. Anyway case resolved.

Dear Vladan,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards, Jozef