Oscarspin Casino - Player's withdrawal is delayed in verification loop.

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Dear Branz12,

Thank you very much for submitting your complaint.

To help me better understand your case, could you please answer the following questions?

• Could you please confirm whether the bank statements are the only documents currently preventing your verification from being completed, or are there any other documents the casino is requesting?
• Did you accumulate your winnings with or without an active bonus?
• Were your winnings accumulated through casino games, sports betting, or both?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Hi Karla,

Thank you for looking into this.

As of the latest notice from Oscarspin, the bank statement for February to April 2025 is the only document currently flagged as missing. That said, this case has a long history of documents being marked approved and then re-requested without explanation, so I can't fully guarantee nothing else will come up.

The winnings were accumulated with an active bonus. They came from casino games, though I honestly can't recall the specific game at this point given how long this has dragged on.

Happy to provide any supporting screenshots or documents you need.

Best, Brandon

Dear Branz12,

Thank you very much for your reply.

I would like to ask you for one additional clarification.

• Have you ever made a successful withdrawal from Oscarspin before, or would this have been your first withdrawal from the casino?
• Also, could you please send me all relevant communication you have had with the casino regarding your verification and withdrawal, along with any supporting documents or screenshots? This will help me better understand the timeline of events and the casino's responses.
• You may attach the documents directly to this complaint or send them to karla.m@casino.guru.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Hi Karla,

This would be my first withdrawal from Oscarspin. I've never successfully withdrawn from this account before.

I've attached a full written timeline covering the verification process from May 2025 to now, along with the relevant correspondence. Let me know if you need the original email threads as well.

Best,

Brandon

I provided everything they just won't pay.

Dear Branz12,

Thank you very much for your update.

You mentioned that you sent the relevant documents and correspondence; however, I have checked my inbox and unfortunately I am unable to locate your email.

Could you please confirm which email address you used to send the documents to me?

If possible, please also let me know approximately when you sent the email so I can try to locate it.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

All has been sent please check

Dear Branz12,

Thank you very much for providing the additional information.

I am incredibly sorry, but unfortunately, I am still unable to locate the email containing the documents and correspondence you mentioned sending to me.

Could you please confirm the exact email address you used to send the documents?

Alternatively, if possible, could you please resend the documents directly to karla.m@casino.guru?

I apologize for the inconvenience and thank you very much for your cooperation.

Karla M.

Yes I did it I am in talks with the casino let them join please.

Dear Branz12,

Thank you for your reply.

Before we proceed with contacting the casino, I kindly ask you to attach the relevant documents directly to this complaint thread, as I unfortunately still do not have access to the documents you mentioned sending.

In particular, please attach the documents you submitted to the casino for verification, including the relevant bank statements and payslips. Having these documents available for review is important for us to properly assess the verification process before approaching the casino.

I apologize for the additional inconvenience and greatly appreciate your cooperation.

Karla M.

sent again its to much to upload

Dear Branz12,

Thank you for your update and for providing the additional attachment.

Unfortunately, I am still unable to locate the email you mentioned resending. Could you please confirm the exact email address from which you sent the documents to me? This will allow me to search for the message directly.

You also mentioned that you are currently in communication with the casino. Could you please let me know whether there has been any progress regarding your verification since your last update and what the casino most recently informed you?

Thank you very much for your cooperation.

Karla M.

Sent again. No Just that I need to upload this but there is no upload space.

Can you get the casino in we can resolve this quickly.

Dear Branz12,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin L., (martin.l@casino.guru)

. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello Branz12,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Oscarspin Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us?

The player states that he has repeatedly submitted the requested documents, including bank statements covering February to April 2025 and multiple payslips. Please confirm the current verification status and specify exactly which document or information remains outstanding, including the reason any recently submitted document was rejected.

If no further documents are required, please proceed with completing the verification and processing the player’s withdrawal. In case there are any other relevant details surrounding this case, please do let me know here or via martin.l@casino.guru

Just let me withdraw and we can resolve.

Dear Branz12,

thank you for your message. In case you are able to withdraw your funds, please do keep us updated.

In the meantime, we will wait for an official update from the casino representative.

No it didn't work they say now it's not verified

Can't upload anything can't do anything

Dear Branz12,

We’ve noticed your recent post and would like to help resolve this as quickly as possible.

We previously sent you an email requesting additional information about certain transactions on your account. This step is part of our standard security and compliance process, and we’re unable to proceed further until we receive your response.

For your privacy and security, we cannot share or discuss specific transaction details on this public platform. Please check your inbox (and spam/junk folder) for our message and reply directly to that email with the requested information. For you to find it easier, it might help to tell you that we sent it to you on the 10th of September.

As soon as we receive your response, we’ll continue reviewing your case and get back to you promptly.

Kind regards,

Oscarspin Casino

As you see all answered the day after. Please open my payment like your support is saying all the time.

Dear Branz12,

the casino states that it sent you an email on 10 September requesting additional information about certain transactions. Please check your inbox and spam folder and reply directly with the requested information.

I can see you have explained three of the six transactions - could you please clarify the other three as well?

Dear casino representative,

thank you for your message. Could you please confirm whether this response is the only remaining requirement and whether, if it is received and accepted, the player’s verification can be completed?

It's from casino play but I deposited 240 euro or so. I got pay slips and enough incoming proof to cover the 240 euro. The other are casino winnings.

Dear Branz12,

apologies for the late response and thank you for clarifying. However, the casino asked for a separate explanation for each of the six transactions, and stating that the remaining three are casino winnings is not yet specific enough.

Please reply directly to the casino’s email, identify the casino connected to each remaining transaction, and attach withdrawal or transaction records matching the relevant amount and date. Once sent, please forward your reply and attachments to me at martin.l@casino.guru.

I am not sure why is the casino not responding to anything?

Dear Branz12,

as of right now, we require a response from you. We will unfortunately not be able to continue without your clarifications.

Can't upload anything.., THIS IS THE WORST CASINO EXPERIENCE I HAD EVER.

Dear Branz12,

thank you very much for your cooperation and clarification. I will now switch the timer to the casino.

Dear casino representative,

the player has now provided a separate explanation for each of the six transactions and states that the supporting records were sent to you. Could you please confirm whether you received and reviewed his complete response?

If anything remains outstanding, please specify the exact document required for each transaction and provide a practical submission method, as the player reports that no upload slot is currently available.

If the explanations and documents are sufficient, please complete the verification and allow the withdrawal to proceed.

I have gambling problems

Hello, Brandon

We're contacting you regarding your issue.

Can you please submit your bank account information in text format so that we can manually send money from your casino account balance to your bank account?

You need to provide:

- Bank name

- Bank address

- IBAN

- BIC

- Your full name (as shown on the ID)

- Your full address

Also, please attach:

- Bank statement - should have your name, bank account number, and date of issue must be visible (issued within the last 90 days). It can be a photo of a printed document, a PDF, or a photo of both sides of your credit/debit card with your name and bank account number visible.

If you have any additional questions or need additional assistance, please don't hesitate to reach out to us.

Kind regards

Caterina

Casino Support Team

Dear Branz12,

We would like to inform you that the documents and information provided for the said transfers have been accepted. We have sent you an email requesting credentials for the refund.

We acknowledge that you have provided the requested information; however, we also require a bank statement for the provided credentials in order to proceed with the refund of your balance.

As this was not included in your previous response, could you please provide us with the bank statement connected to the provided credentials?

Thank you for your understanding.

Best regards,

Oscarspin Casino

Dear Casino representative,

Thank you for confirming that the transaction explanations and supporting documents have been accepted.

Please confirm that the planned manual payout covers the full €1,706 balance.

The player has also disclosed gambling problems in this thread. Please ensure that deposits and gambling are blocked immediately, while preserving the balance for the manual payout, and confirm once these restrictions are in place.

Dear Branz12,

thank you for your message and keeping us updated on the process. I truly hope we can resolve this matter soon so you can step away from gambling and focus on your well-being.

Please send the casino a bank statement issued within the last 90 days for the account whose bank details you provided for the manual payout. It should show your name, account number or IBAN, and issue date.

The casino has now confirmed that your explanations and documents for the six transactions were accepted. This latest request concerns ownership of the bank account receiving the payment, rather than the earlier source-of-funds checks.

Please reply directly to the casino’s payment email with the statement attached. Once sent, forward that reply to me at martin.l@casino.guru, quoting complaint ID 221047. If you encounter another submission problem, please let me know here.

I am waiting for them to pay.

Dear Branz12,

Thank you for the update.

Could you please give us a quick confirmation that your reply to the casino included all the requested bank details, and you simply removed them from the version shared here for privacy?

Yes everything they need to pay me!

Dear Branz12,

We would like to inform you that we attempted to process the refund using the credentials you provided; however, it was not available. Therefore, we kindly ask you to provide alternative credentials, along with the corresponding bank statement.

Once we receive valid credentials and the required documentation, we will be able to proceed with the refund of your balance.

Best regards,

Oscarspin Casino

Thank you for confirming that my balance is to be refunded.

I have now provided two bank accounts in my own name. The first, at Clear Junction Limited, you were unable to use. I then sent your support team the details of a second account, at Wise Europe SA, a payment institution authorised by the National Bank of Belgium, together with the original PDF statement issued by Wise showing my full name, the IBAN and the bank's name, exactly as your team requested.

The valid credentials and the required documentation are therefore already with you. If anything is wrong with the Wise account, please say precisely what, here or by email, rather than asking again for credentials in general terms.

This has been open since my proof of funds was first declined on 24 July. Since then I have supplied every document asked of me, through several changes in what was being requested. It is now time for the balance to be paid.

Please confirm the date the transfer to my Wise account will be sent, and the amount.

I am keeping this complaint open until the funds have been received.

Dear casino representative,

The player confirms that, following the unsuccessful payout attempt, he provided alternative bank details and the corresponding original PDF statement.

Please confirm receipt and whether you can now process the full €1,706 payout to this account, including the expected processing date. If this account cannot be used either, please explain the specific reason and identify a workable payment alternative.

They paid this can be closed as resolved

Dear Branz12,

I’m glad to hear that you have received your payment after the lengthy verification process. Thank you for your cooperation, and thank you to Oscarspin Casino for its involvement in the mediation. I will now mark your complaint as resolved.

I sincerely hope you can now step away from gambling and focus on your well-being. To support you with this, I recommend BetBlocker, a free tool that helps restrict access to gambling websites on your devices. If you ever need our assistance again, our Complaint Resolution Center remains available to you.

Our services are free, and we do not accept gratuities. If you would like to share your experience, I would appreciate an honest review on Trustpilot. Your feedback and any suggestions for improvement can also help others considering contacting us for assistance.

Thank you for your time. I wish you all the best.

Best regards,

Martin

Casino.Guru