The player from Germany had deposited €500 and won €705, but the casino refused to pay out, citing an alleged turnover requirement. His account was then blocked, and the casino requested sensitive data for the potential payment. The player failed to respond to repeated requests for additional information needed to investigate the issue. Consequently, the complaint was closed due to lack of cooperation, with the option to reopen it if the player resumed communication.
Oscarspin Casino - Player’s withdrawal has been refused and account is closed.
Closed
Our verdict
Player stopped responding
Amount: €705
Oscarspin Casino
Safety Index 9.0 Very highCase summary
Discussion
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5 months ago
Translation
I deposited €500 and won €705, but they refused to pay me out and also said there was an alleged turnover requirement.
And since then they have blocked my account and are demanding sensitive data for the alleged payment.
Please help!
Automatic translation:
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5 months 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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5 months ago
Dear Akhimomo,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
To better understand your situation and assist you effectively, could you please provide us with the following information?
- Have you ever made a withdrawal at this casino?
- What sensitive data are they requesting from you? Have you provided any of this information yet?
- What is the current status of your account?Is it still blocked or are there any updates, please?
Your cooperation in providing these details will help us investigate and work towards a resolution.
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,
Petra
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5 months ago
Dear Akhimomo,
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
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,
Petra
Casino.Guru
