The player from Italy had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The player confirmed that all verification checks were completed, and the winnings were successfully credited to his account. We marked the complaint as resolved following the player's confirmation of receipt of funds.
Oscarspin Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
Oscarspin Casino
Safety Index:Very highCase summary
Discussion
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7 months ago
Translation
Hi, I signed up to this casino thanks to you at casinoguru who gave it a score of 9.8/10 but I have to say that I'm scared, I have a withdrawal of 1500 euros to make.
But they're asking me for too many verifications and I have the feeling that they want to find some excuse not to give me the money I won...
Please help me, because unfortunately on Trustpilot I have read a lot of reviews of people who have won and their accounts have been closed and their money confiscated. I'm a little confused because from the rating you at Casinoguru gave them, the casino seems to be the best, but then they always delay payments...
Automatic translation:
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7 months ago
Dear player,
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 the 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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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.
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7 months ago
TranslationHello dear Dominika,
Thank you for your quick response. My payment method verification has been completed so far, and the casino has been very helpful. The operators I spoke to were very helpful, and they even made internal requests to speed up the verification process.
For now, I kindly ask you to keep the case open because I'm currently trying to withdraw my winnings. If everything goes well, I'll get back to you right away. Thank you for your time.
Furthermore, if all goes well, I will not hesitate to leave a positive review about this casino. And other players who may see this complaint will feel more confident about playing at this casino, obviously respecting all the T&Cs.
Edited
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7 months ago
TranslationHello Dominika,
you can close the case all the checks were done on me and the money arrived in my account yesterday.
I thank the Oscarspin moderators who helped me a lot and speeded up the process.
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7 months ago
Dear player,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
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 https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
