The player from Spain had requested a withdrawal prior to submitting their complaint. Unfortunately, their winnings had not been received yet. The issue was identified as a funds verification problem, with the casino requesting difficult reports that hindered the verification process. After communication with the Complaints Team, the verification issue was resolved, allowing the player to proceed with their withdrawal. The complaint was marked as resolved by the player.
Oscarspin Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €8,000
Oscarspin Casino
Safety Index:Very highCase summary
Discussion
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1 month ago
Translation
Hello good,
I need to request mediation.
Casino: OscarSpin
– Deposit: 1 deposit only
– Date: this month (November 4, 2025)
– Method: Bankinter Card credit card (pure credit)
– Amount deposited: €2,000
– Amount to withdraw: €8,000
My identity is verified and approved.
I am only blocked on "proof of funds / source of funds".
The operator demands a bank PDF showing my income and the same transfer to the casino.
This is impossible in my case → Bankinter Card is an independent line of credit and does not generate PDF bank statements with current account-type transactions.
I've explained this several times and I keep getting the same generic response: "The source of funds must show the transfer of the funds you have deposited into our casino. This depends on the payment system used and can be a PDF statement from your bank account or e-wallet for the last 3 months."
I have contributed:
– payroll (source of income)
– Screenshot of the card transaction where the exact charge to the casino of 2000 euros is clearly visible.
No further documentation is possible because the product used (Bankinter Card pure credit) does NOT generate the exact PDF they are asking for.
I have requested:
– formal complaint procedure
– license number
– licensing authority
and they ignore these requests as well.
I ask Casino Guru to have the operator indicate:
– What actual alternative document does your AML/KYC procedure for standalone credit cards accept?
because I'm stuck on an IMPOSSIBLE DOCUMENT requirement.
I want to emphasize that they have rejected all pending withdrawals, returning all funds to my casino account, funds which I will not gamble with under any circumstances if that is their intention.
I request mediation to unblock the withdrawals or for the operator to accept realistic equivalent documentation for the method used
Automatic translation:
Public
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1 month ago
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.
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1 month ago
Dear Tooni94,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 month ago
Translation
I apologize, but the problem is with the funds verification in the first place, not with a withdrawal itself, so I request your help and please do not let 8 days pass.
I am correcting the deposit date, it was November 3rd, but the charge on my card actually ended on the 4th.
The casino is preventing me from verifying myself as a customer and withdrawing my winnings by requesting IMPOSSIBLE reports.
Edited
Automatic translation:
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Tooni94,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Attila
