The player from Austria had not received multiple deposits made through Paysafecard and Skrill, despite the casino's assurance of a seven business days crediting timeframe. He sought a total of approximately €140, which included an €18 cashback and payments that were debited but never credited to his account. The Complaints Team informed him that without the necessary supporting documents, such as deposit receipts and bank statements, they were unable to verify his claim or continue the investigation. Consequently, the complaint was rejected due to the lack of evidence provided.
Oscarspin Casino - Player's deposits have been delayed.
Closed
Our verdict
Insufficient evidence from player
Amount: €140
Oscarspin Casino
Safety Index:Very highCase summary
Discussion
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6 months ago
Translation
Good day,
Actually one of my favorite casinos, but I only deposit there with Paysafecard and Skrill.
I deposited money several times and then wondered where the money was. The chat representatives assured me that it could take up to seven business days for the money to be credited.
I never received any credit. A month ago I had 400 euros paid out, which worked fine, but only a week ago I received the message that I had been paid out 400 euros, which is why a cashback of 18 euros is missing. I had paid in 95 euros via Skrill and Paysafecard.
I also never received the deposit bonus. Because I play at several casinos, I didn't know the provider was called Intersoft a week later, so I sent the wrong documents. Then I sent the correct ones because I knew the provider was called Intersoft because of the $400 payout.
In the meantime I received an email saying that all 7 deposits had been credited, but a measly 10 free spins were credited. The problem is that I play at several casinos and afterwards I no longer knew which IBAN belonged to which casino. But after submitting the correct documents they asked for a bank statement as a PDF, which is cheeky enough.
To date, the missing balance has not been credited to my account.
When the provider enters my name, he must be able to see how much money is still outstanding.
Apparently there is nothing outstanding but the 7 transactions were never credited but debited from my Revolut account.
I would like the €18 cashback plus the uncredited payments. The total amount in dispute is approximately €140.
Best regards
Andreas ****
Edited by a Casino Guru admin
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6 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Can you please specify the dates when the deposits were made? If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied.
I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Natalia
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6 months ago
TranslationOkay. Yes, the money was debited but not credited. I'm waiting, but I'll be sure to get back to you. I have all the deposits to the casino that were debited from me by Revolut. Perhaps it's like they say, that they'll refund it if it doesn't arrive. However, the first deposit that didn't go through was over three weeks ago. What surprised me was that the casino said all seven deposits had been credited, but then there was nothing in my player account. I only play there with PaysafeCard these days.
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6 months ago
Dear player, could you please share any updates? Are your deposits still not credited to our casino account? Have you contacted your payment provider for more information?
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6 months ago
TranslationMy payment provider is Revolution. Apart from being properly processed, I haven't received much. It's a shame, because I like playing there. These days, I only use Paysafecard.
In the meantime, I received two emails from you stating that all 7 deposits have now been credited, but you have also credited me with free spins.
You have my general deposits and bank statements. At first, I accidentally sent the wrong ones. But when I sent the correct ones, I think they weren't checked properly, or why are you writing to me that all 7 deposits were credited?
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6 months ago
Dear player, could you please share the deposit receipts for those deposits that were not credited to your casino account, and your transaction history from your casino account? You can share the screenshots here or send them to my email natalia.b@casino.guru. Thank you.
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5 months ago
TranslationGood Tah,
Thank you for your help. Many of the deposits aren't listed there, but that could be due to my browser, which often doesn't allow cookies.
I had to send the entire history to Oscarspin. They show a lot of canceled payments there. But it's all about Revolution.
I sent you a second email where you can see every deposit I make, including my ID, etc.
I only sent the last three. The amount in dispute above is an estimate.
Thanks for your help,
Andreas ****
Edited by a Casino Guru admin
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5 months ago
TranslationHello,
You received the email. Now I have another problem with Spin City.
They don't want to pay me 770 euros.
Best regards
Edited
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5 months ago
TranslationI made a few typos, sorry. You have received all the deposit receipts from me, plus screenshots of the cinema's transaction fees. These are only the Revolut payments. I'm asking for help and an answer. If you compare the incoming money from Revolut with the Revolut transaction list, you'll notice the money is missing. Please ignore all other payments... only those from Revolut.
I will be happy to send each individual transaction to the casino if I haven't already done so.
There is some kind of flaw in Oscarspin's system.
Kind regards
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5 months ago
Dear player, I can see that only four deposits were made via Revolut, specifically three payments on 12.08. and one on 13.08.
To proceed with your case, could you please forward me the following documents?
- deposit receipts
- communication with your payment provider
- communication with the casino customer support
- bank statement starting from the date you made the transaction that has not been credited to your casino account until today
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5 months ago
TranslationHowever, these deposits were not credited to my account. There are older deposits, but this only applies to Revolut. Not all of them were credited to me. These four deposits are enough for me. This caused a 100 percent bonus, etc., to expire.
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5 months ago
Dear player, to proceed with your case, please forward me the following documents to natalia.b@casino.guru:
- deposit receipts
- communication with your payment provider
- communication with the casino customer support
- bank statement starting from the date you made the transaction that has not been credited to your casino account until today
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5 months ago
TranslationCommunication with the bank was not recorded. I'll gladly send all four deposits again via screenshot tomorrow. Regards.
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5 months ago
Dear player, let me know once you send the requested supporting evidence. So far, I haven't received anything from you.
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5 months ago
Dear andywinner,
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.
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5 months ago
TranslationHello,
Thank you. I'll send the four deposits again by email. I've already sent them once, so I'm surprised nothing has arrived. I'm very busy at the moment. I'll send the email again in the next two days.
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5 months ago
TranslationI sent the email 3 days ago. It clearly shows the casino deposits that were never credited.
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4 months ago
Dear player, I haven't received any documents at all. Please send these specific documents to natalia.b@casino.guru:
- deposit receipts of the specific deposits that were not credited to your account
- communication with your payment provider
- communication with the casino customer support
- bank statement starting from the date you made the transaction that has not been credited to your casino account until today
If you cannot share the requested documentation, we won't be able to proceed with your complaint.
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4 months ago
TranslationI've sent you the deposits that weren't credited and the casino transactions. Here, you can clearly see the missing funds. Unfortunately, I didn't record any of the conversations with the casino or my bank.
I sent you everything else.
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4 months ago
Dear player, unfortunately, I have not received any of the requested evidence (such as deposit receipts or a relevant bank statement) that would allow us to verify your claim about the missing deposits. Without these supporting documents, we are unable to confirm the issue or continue our investigation.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Regards,
Natalia
