OshCasino - Player's withdrawal has been delayed.

I have been a customer of this casino for quite some time and now withdrawals have started to fail. I made a withdrawal for the first time on 12.4. and immediately after on 15.4. more documents were required even though the account has already been confirmed once. And when this requested document was submitted and approved, we waited once again for the withdrawal to be approved but that did not happen and today 22.4. the withdrawal was canceled because more documents are required. Now a tax certificate from 2025 was required.. when will this withdrawal go through?

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with OshCasino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please specify how much you have withdrawn from the casino so far?
• Have you provided a tax statement to the casino, or do you intend to provide it in the near future?
• Could you please list which documents you provided to the casino so far and in which format?
• Did you achieve your current balance with the help of a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello,

So far I have withdrawn €9,280 from the casino (from 9.5.2025 to 6.4.2026). And I have submitted a tax return to them.

I have provided them with these documents:

• selfie with ID
• address information
• Identity document
• Bank statement
• Receipts for payment

I did not reach my current balance with the bonus.

-Henry

Now I received a message that this could not be confirmed because there was no English document, so now I need help on how to proceed!

Thanks for the update,

I am sorry to hear about the recent developments.

Kindly supply the communication you received from the casino you referred to in your most recent reply as evidence. Send the emails exchanged or the chat transcript to my email at tomas@casino.guru

Thanks in advance for your cooperation.

Hello,

Emails forwarded to you. I added pictures and chat conversations from the past few days.

English document approved, but withdrawal not approved. A new request was received for the following document: Salary certificate.

Dear Hookoo_86,

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, Barbora (barbora.p@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,

Tomas

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite OshCasino representative to join this conversation.

Dear OshCasino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Casino Guru Team,

We would like to clarify that the requested documents are required as part of our AML, KYC and compliance review.

In accordance with our Terms and Conditions, OSH Casino is entitled to request legitimate and verifiable documents from both new and existing customers where this is necessary for verification, compliance checks, or risk assessment purposes.

The player is required to cooperate with such requests and provide the requested documents in a valid and acceptable form within the timeframe set out in our Terms and Conditions.

At this stage, the verification process cannot be completed until the requested documentation is duly provided.

Kind regards,

OSH Casino

Dear OshCasino,

Thank you for your response.

We understand that additional verification may be required as part of AML/KYC and compliance procedures. However, according to the information provided by the player, multiple documents have already been submitted during the verification process, while additional requests continue to follow afterward.

Could you please clarify which specific documents are currently required from the player in order to complete the review, whether the recently requested salary certificate is expected to satisfy the remaining verification requirements, and whether any further documentation is likely to be requested afterward?

We would also appreciate at least an estimated timeframe for completion of the review and processing of the withdrawal.

Thank you in advance for your cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear player,

Before we proceed further, could you please let us know whether there have been any developments regarding your verification or withdrawal request? Have you received any communication from the casino since your last update?

Thank you in advance.

I haven't received any contact. They still require an English tax return, certified by a translator, and a salary certificate. I guess these need to be submitted?

Dear player,

Thank you for the update.

Based on the information provided, it appears that the casino is currently waiting for the requested documentation, namely the translated tax return and the salary certificate.

For now, I would recommend submitting these documents if possible. Once you've done so, please let us know whether they are accepted and if there are any further developments regarding your verification or withdrawal request.

We'll continue to monitor the situation and, if additional issues arise after the documents have been reviewed, we'll be happy to look into them further.

Thank you for your cooperation, and I look forward to your update.

Dear Hookoo_86,

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.

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,
Barbora
Casino.Guru