OshCasino - Player's withdrawal is delayed due to verification issues.

Hello,

I received before a withdraw from Oshcasino. Then I win again, then they asked me to provide proof of income.

I sent them my payslip from my job. Then they sent me:

We have received your document as proof of account ownership.

However, to continue verification process, please provide a salary slip that clearly shows:

-The entity from whom you receive your salary.

-The details of the salary payment (so we can verify the source of income)

Then I sent this reply back:

I receive my salary from Nordre Follo municipality see on my Payslip above left corner, ( English translation: Northern Follo Municipality I receive my salary from)

My job description is social worker in the municipality.

Then they sent me back:

We have received your document as proof of account ownership.

However, to continue verification process, please provide a salary slip.

I did sent them my salary slip with all information shown.... I dont know what to sent else.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that verifying the proof of income seems to be the only issue at the moment?
• Have you provided any other documents to verify your account, and have they all been approved?
• Have you been given any explanation for why the payslip was rejected or considered insufficient?

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

Best regards,

Kristina

Hello Kristina,

Yes i will answer the questions.

Do I understand correctly that verifying the proof of income seems to be the only issue at the moment?

Correct

Have you provided any other documents to verify your account, and have they all been approved?

Yes I been approved and verified, they paid me out like 10 days before around 1100 dollar. I win second time for 900 dollar, now they cancelled the withdraw and asking to verify my source of income. I sent them my pay slip with all the details on it but they dont accept it, they want Salary slip but its the same..

Have you been given any explanation for why the payslip was rejected or considered insufficient?

I email 2 times explaining that the payslip what I sent is my salary paper.

They only sent this back:

Hello Ammar,

We have received your document as proof of account ownership.

However, to continue verification process, please provide a salary slip that clearly shows:

The entity from whom you receive your salary.

The details of the salary payment (so we can verify the source of income)

This information must be visible on the document.

Once we receive this document, we will be able to continue with the verification of your account.

Thank you for your understanding and cooperation.

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello Kristina,

I all sent the email communication to kristina.s@casino.guru

Thanks

Hello,

I just want to inform that I am in contact again, they email me and now asked for my Tax return from 2024 I sent it. So lets see what the outcome is..

Thanks

Ammar

Alright. Let's give it a few more days so that the casino has enough time to review the document. Please let me know if there is any development, so that we can proceed accordingly. Thank you.

Hello Kristina,

I got a response back, so I sent my offical Tax return PDF. Now they want this:

Please provide an official tax return document signed and stamped. Generated PDF copies are not valid.

So this is my offical tax return form my goverment, now they want it signed and getting it stamped somewhere? I dont know where to get it stamped or what stamp they are looking for.

I would like the help of Casino Guru again, I am stuck I provided the documents they want but they keep on asking for new things that I dont know.

Regards,

Ammar

Dear ambaha90

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, Samuel (samuel.s@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,

Kristina

Dear ambaha90,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from OshCasino to join this conversation. Their input should help us move the case forward more efficiently.

Dear OshCasino,

Please provide detailed information regarding the player’s issue. In particular, we would like to better understand what is causing the delay in the player’s verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Casino Guru team,

Thank you for your efforts in mediating between players and operators.

In general, and in line with our Terms and Conditions as well as applicable KYC and AML requirements, OshCasino is required to carry out standard customer verification before any withdrawals can be considered. This may include verification of the player’s identity, age, location and payment methods, as well as additional security or risk-based checks where appropriate.

In the case you are referring to, the current delay is linked to the completion of these mandatory verification procedures and/or documentation which has not yet been fully provided or verified. Until these requirements are met, we are not in a position to finalize our review of the account or to comment publicly on the outcome of any withdrawal-related requests. In addition, due to data protection and privacy obligations, we are limited in what we can disclose in a public forum.

We therefore once again kindly invite the player to contact us directly from their registered email address at:

info@oshcasino.com

By contacting us directly, the player will receive a case-specific explanation of what is required in their situation, and we will be able to review the account further and address all questions through the appropriate private channel.

Best regards,

OshCasino

Dear OshCasino,

I fully understand and respect your data protection and privacy obligations. At the same time, I also have a responsibility here to protect the player and ensure they understand exactly what is required to complete the verification process.

Could you please clarify exactly what additional documentation or information is still needed, without disclosing any sensitive data publicly? This will allow the player to provide the correct documents and help complete the verification without further delays.

ambaha90, please continue to keep us updated on any communication from the casino so I can monitor the case until it is fully resolved.

Dear Casino Guru team,

Thank you for your understanding and for facilitating communication in this matter.

At this stage, we would like to clarify that the verification process is still pending due to the absence of formally valid and compliant documentation required under applicable AML/KYC regulations.

For the avoidance of doubt, we are currently awaiting the submission of documents that are legally valid and verifiable, in accordance with regulatory requirements.

Please note that informal copies, screenshots, printouts, or unverified reproductions of documents cannot be considered sufficient or legally binding evidence for Source of Funds (SOF) verification purposes.

Once the requested documentation is provided in an acceptable and compliant form, and successfully verified, we will be able to proceed with the review without undue delay.

As previously indicated, due to data protection and confidentiality obligations, any case-specific details regarding the exact documents requested can only be communicated directly to the player via private correspondence from their registered email address.

We appreciate your cooperation and the player’s understanding, and we remain ready to complete the verification as soon as the required documentation is properly submitted.

Best regards,

OshCasino

Dear ambaha90 and OshCasino,

OshCasino, thank you for your clarification regarding the verification requirements and for guiding the player on providing the necessary compliant documentation.

ambaha90, please follow up directly with the casino via your registered email to submit any remaining documents they require, and keep me informed of any responses so I can continue to monitor the case.

Hello Samuel,

Thanks for helping. I sent Oshcasino all offical PDF documents from my work Nordre Follo municipality payslip.

And I downloaded and sent my Tax return 2024. Can I sent these documents here so you can check if they are official Samuel?

As Oshcasino want this from me see image below. Please provide an official tax return document signed and stamped. Generated PDF copies are not valid.

I dont know where to get my tax return singed and stamped??? I am stuck now, I can upload the same document again but they will will cancel it again. I download it from my goverment website.

Regards,

Ammar

Dear ambaha90 and OshCasino,

OshCasino, thank you for your clear explanation regarding the verification requirements and for guiding the player on which documents are needed. I appreciate your cooperation and your engagement in this case.

ambaha90, to help me review the documents and provide guidance, you can either upload them here in the thread or send them directly to me at samuel.s@casino.guru. I can then confirm if they appear compliant and advise you on the next steps.

Please keep me updated on any responses from the casino so I can continue to monitor the case and assist where needed.

Hello Samuel,

I sent to your email the 2 files I was unable to upload the PDF here, my payslip and tax form 2024 to samuel.s@casino.guru

Dear OshCasino and ambaha90,

for clarification, I would like to add an important context regarding documents issued in Norway.

In Norway, official documents such as tax returns (Skattemelding) and income statements are issued digitally by the tax authority (Skatteetaten). These documents are provided as downloadable PDF files via the official government portal and are not signed or stamped, as physical stamps or handwritten signatures are not used in this process.

PDF documents downloaded directly from the Norwegian government portal are considered official and valid records in Norway.

OshCasino, could you please confirm whether such officially issued digital documents are acceptable for your verification purposes, or advise what alternative form of confirmation would be acceptable in cases where signed or stamped versions do not exist?

ambaha90, please keep me informed of any response you receive from the casino.

Dear Casino Guru Team,

Thank you for bringing this matter to our attention.

For the purpose of KYC and AML compliance, OSH Casino can only accept tax return documents that include verifiable authentication elements allowing us to independently confirm their legitimacy.

To clarify, we require that Norwegian tax documents contain at least one of the following:

• a digital signature or official seal issued by Skatteetaten, or
• a verification code, QR code, or digital certificate that enables document validation, or
• a certified or attested copy issued by Skatteetaten or another authorised Norwegian institution.

A generic PDF downloaded from the Skatteetaten portal that lacks such verification features does not meet our compliance standards, as it cannot be independently authenticated. These requirements apply uniformly to all jurisdictions, irrespective of standard local document formats.

We remain willing to review the player’s verification again once a version of the document including verifiable security features is submitted.

Kind regards,

OSH Casino

Dear OshCasino Team,

thank you for your detailed clarification regarding the verification requirements.

Dear ambaha90,

based on the casino’s response, the next step on your side is to obtain a version of the tax document that includes a verifiable authentication element, as outlined by OshCasino (for example a verification code, digital certificate, or a certified/attested copy issued by Skatteetaten or another authorised institution).

If the standard PDF from the Skatteetaten portal does not include such features, you will need to contact Skatteetaten directly and ask whether they can provide an officially certified or otherwise verifiable version of the document.

Once you are able to submit a document that meets these criteria, please inform us here so the casino can continue with the verification.

Hello Samuel,

Ok thanks for the instructions, I will try to go after this document to find it.

Dear ambaha90,

thank you for the update. Please let us know once you have any news regarding the document so we can proceed.

Dear ambaha90,

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.

Hello Samuel,

I order the new documents stamped and signed, I am waiting for them to receive. I will let you know here when I got it and upoad it to Oshcasino.

Regards,

Ammar

Hello Samuel,

I received the signed and stamped document. I made a picture of it and sent it to your email

samuel.s@casino.guru and I uploaded the document in Oshcasino account page. I will keep you updated here if I hear any news from Oshcasino and get my money out.

Dear Ammar,

Thank you for the update and for providing the signed and stamped document. Please continue to monitor your Oshcasino account and let me know if Oshcasino has accepted the document.

Hello Samuel,

They did not accept the document from the tax agency even though it has an official stamp. At this point, I honestly don’t even know if it’s possible to get any other document stamped by the tax agency at all. I am stuck and don’t know what else I am supposed to do now?

Dear OshCasino Team,

thank you for the update.

According to the player, the submitted tax document was officially signed and stamped by the tax authority, yet it was still rejected. I would like to ask for clarification on why this document was not accepted and which specific requirement it did not meet.

If you are unable to share these details publicly in the thread, please feel free to send the explanation directly to me via email, so I can clearly inform the player how to proceed.

Dear ambaha90,

thank you for the update. I understand your frustration. Once I receive clarification from the casino regarding the rejection, I will review the situation and advise on the next possible steps.

Dear Casino Guru,

We kindly ask the player to resend the tax document, as the previously submitted document was a residence certificate, which does not meet the requirement.

Thank you for your cooperation.

Kind regards,

OshCasino

Hello everyone,

thank you, OshCasino, for the clarification.

Dear ambaha90, based on the casino’s explanation, the document you previously submitted was identified as a residence certificate, which unfortunately does not meet the specific requirement for a tax document needed for verification.

At this point, I kindly recommend the following:

• Please contact your local tax authority again and explicitly request a document that confirms your tax registration or tax status (for example, a tax identification confirmation or tax residency certificate, if available in your country).
• Once obtained, please re-upload the document as requested by the casino.

I understand this situation is frustrating, especially if document options are limited. However, resubmitting the correct type of tax-related document appears to be the necessary next step to move the verification forward.

If you encounter difficulties obtaining such a document, please let us know here, and we can ask the casino whether any alternative tax-related documentation may be acceptable.

I’ll continue monitoring the case and assist further as needed.

Hello,

Ok i will try to get this document at the tax authority.

Hello team,

Oshcasino is asking for this tax certificate stamped and signed. I sent them my downloaded Norwegian tax document what is officle, they cancel it and want a stamped and signed one. Then i request from Skatteetaten a stamped and signed document, they sent it to my post address. Then Oshcasino casino rejected it again, saying this is a Residence certificate not a tax document..... Now i am trying to find a new stamped tax document but i just can not find it.

I can make a video of me downloading PDF tax document from the Skatteetaten website? That is a good verification right?

I think Oshcasino is just stalling this because they know its not easy to request this kind of Tax paper stamped. They sent me my winningers before on 9-10-2025 11193 NOK, then couple days later i win again 9088 NOK and then they start asking all this extra information that i can not find....

Why not sent again my winning money same as they already did one time??

Hello ambaha90,

We would like to update you that due to Samuel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Samuel has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Samuel will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello everyone,

thank you for the detailed update, ambaha90.

Based on the information provided, it is clear that the player has made multiple genuine attempts to comply with the casino’s request, including contacting the Norwegian tax authority (Skatteetaten) and submitting official, stamped documents issued by a government institution. Despite this, the documents have been repeatedly rejected as "residence certificates," without a clear explanation of what specific tax document would be acceptable in this case.

OshCasino, at this stage, I kindly ask you to clarify the following points so we can move forward:

• What exact document name (as issued by Skatteetaten) would be accepted as valid proof of tax status?
• If such a document is not realistically obtainable in Norway in stamped form, are you willing to accept an official downloadable tax document supported by an alternative verification method (for example, video verification showing the document being accessed from the official authority website)?
• Please also clarify why withdrawals were previously processed successfully, but additional requirements were introduced afterward for subsequent winnings.

Given the circumstances, continuing to reject official government-issued documents without providing a clear and attainable alternative risks unnecessarily prolonging this case. A precise and practical instruction from the casino is now essential.

I am back and will continue actively handling this complaint. I look forward to your clarification so we can work toward a fair resolution.

Dear Casino Guru team,

OSH Casino confirms that the verification requirement in this case is strictly defined and must be met in the prescribed form.

For the purposes of this review, the player must provide an original official document issued by the competent Norwegian authority that expressly confirms the requested information, and that bears an official signature and stamp. Documents that are electronically generated/downloaded, screenshots/printouts from online portals, or documents supported by video verification do not meet the required form and therefore cannot be accepted as compliant evidence for this specific request.

Accordingly, to proceed, the player should request from the competent authority a paper/original certificate in signed and stamped form confirming the relevant status.

Upon receipt of such compliant documentation, OSH Casino will complete the verification review without undue delay.

We appreciate your understanding that these requirements are mandatory and applied consistently in line with applicable regulatory obligations and internal compliance procedures.

Kind regards,

OSH Casino

Hello everyone,

I’m back and available to continue handling this complaint. Thank you, OSH Casino, for the detailed clarification.

Ambaha90, it looks like the casino’s requirement is that only an original paper document issued by the competent Norwegian authority, with an official signature and stamp, will be accepted. Downloaded or video-supported documents will not meet this standard. I understand this can be difficult, but this is the only way to comply with their regulatory obligations.

Please let me know if you will be able to provide this document, and I will continue monitoring the case.

Dear ambaha90,

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.

Hello Samual and Oshcasino, ok i will go after this document again seeing the provided steps. Will try to get it

Hello everyone,

thank you for the update, ambaha90.

I appreciate you letting us know and for your willingness to follow the provided steps and try to obtain the requested document. I understand this may take some effort, so please take your time and keep us informed of any progress.

Hello,

I received the Tax papers 2024 signed and stamped. This should be it, I uploaded it in my oshcasino account and i sent it to your email samuel.s@casino.guru.

I will update here ones i see the documents are approved, thanks

Hello everyone,

thank you for the update, ambaha90. I confirm that I’ve received the email and noted that the signed and stamped tax document has been uploaded to the casino account as well.

At this point, we’ll wait for the casino’s response.

OshCasino, please let us know whether the documents have been received and accepted, or if anything else is still needed to move forward.

Dear Casino Guru,

The provided page does not show the tax year. As we specifically requested the 2024 tax return, we are unable to accept this document at this stage. We kindly ask the player to provide the full document or a page where the 2024 tax year is clearly visible.

Best regards,

OSH Casino

Hello everyone,

thank you OSH Casino for the clarification.

ambaha90, would it be possible to resend the tax document ensuring that the 2024 tax year is clearly visible on all pages? Once we have this, the casino should be able to proceed with verification.

Hello you see it on the document skattemelding for 2024, tax return for 2024

What is this? I been working now 3 months to get my money out of Oshcasino. They sent me my money before see 9-10-2025 in the screenshot attached. I win to much?? So now with this withdraw they keep on coming up with stuff. I provided multiple documents i dont even know how many anymore as its been 3 months Casino guru cases and another couple weeks...

Oshcasino wanted my tax return 2024 stamped and signed. I called Skatteetaten and explained it, they sent to my post the stamped and signed tax return.

Now again there is something wrong, first i sent my tax return 2024 not stamped and signed. They dont accept, now i sent tax return stamped and signed they not accept.

Just sent my winning money same as Oshcasino did before and we can close this case. Thank you

Hello everyone,

ambaha90, thank you very much for your patience and for providing all the information regarding your 2024 tax return. I understand how frustrating this process has been for you, and I appreciate the effort you’ve made to submit the documents.

OSH Casino, from the player’s side, it seems the current document should already be acceptable: the amounts on the 2024 tax return match, even if the tax year is not explicitly listed on every page. Could you clarify the specific reason why this document is still not sufficient for your verification? Is there any particular suspicion or detail you are verifying that we should be aware of?

Once we have your confirmation, we can move forward and hopefully close this complaint promptly.

Thank you again, ambaha90, for your patience and cooperation throughout this process.

Dear Casino Guru,

We would like to clarify that the submitted page does not clearly confirm that it relates to the 2024 tax year.

The stamp dated February 2026 appears to indicate only the certification date of the copy, not the reporting year itself. Since the relevant tax year is not explicitly visible on the provided page, we are unable to accept this document for verification purposes.

The customer may submit a document where the 2024 tax year is clearly identifiable.

OSH Casino

Hello everyone,

thank you OSH Casino for your response.

However, I would like to challenge this point, as after reviewing the document provided by the player, the tax year appears to be clearly identifiable. On the very first page of the document it is explicitly stated that this is a submitted tax return for the year 2024, along with the submission date of 19.05.2025.

For clarity, I am also attaching a screenshot of what I am referring to.

Additionally, the amounts, specifically the minimum deduction, match across the provided documents, which further supports the consistency and validity of the submission.

At this stage, I would kindly ask the casino to review the document again, taking these points into account, and provide a final confirmation on whether this can be accepted. If not, please specify exactly what document or detail is missing so the player can provide it without further delays.

Thank you both for your cooperation, and I look forward to your clarification so we can move this complaint forward.

Dear Casino Guru,

Thank you for your message and clarification.

In light of the above, we invite the player to submit the referenced document directly to info@oshcasino.com for our review and assessment.

Once received, we will evaluate it accordingly and determine whether it satisfies the verification requirements.

Best regards,

OSH Casino

Dear everyone,

thank you, OSH Casino, for your response and for continuing to cooperate on this case. Your clarification is appreciated.

Dear ambaha90,

thank you as well for your patience and for all the effort you’ve put into providing the requested documents. I understand how exhausting this process must have been for you.

At this stage, I would kindly ask you to follow the casino’s latest instruction and send the document directly to their email address (info@oshcasino.com), as requested. Please make sure to submit the same version of the document you have already provided here, where the 2024 tax year is clearly visible.

Once you have sent it, please let me know here in the thread so I can follow up with the casino and ensure the review proceeds without further unnecessary delays.

Hopefully, this will be the final step needed to successfully complete your verification and move forward with your withdrawal.

Hello team Osh and Samuel I sent the documents again to info@oshcasino.com and I also put you in Samuel samuel.s@casino.guru.

Thanks hopefully this will do it.

Hello ambaha90,

thank you for your update and for confirming that the document has been sent.

I will now wait for the casino to review the submitted document and provide their response. Please keep me informed if you receive any update from their side as well.

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.

Hello,

I logged in to check my withdraw in Oshcasino. It is still pending. I hope Oshcasino does the right thing. Just wanted to say it here.

Regards,

Ammar

Hello ambaha90,

thank you for your update.

I appreciate you letting me know that the withdrawal is still pending. For now, we will wait for the casino’s response and review of the documents that were sent directly to them.

Please keep me informed if you receive any update from OSH Casino in the meantime so I can continue following the case.

Thank you.

Dear ambaha90,

Please upload your documents directly in your profile.

OSH Casino

Hello everyone,

thank you, OSH Casino, for the update.

ambaha90, please follow the casino’s instruction and upload the requested documents directly to your profile so they can proceed with the verification and withdrawal review.

Please let me know once you have done this so I can continue monitoring the case.

Thank you.

Hello, I now uploaded the requested documents in my profile on Oshcasino

Hello ambaha90,

thank you for the update.

Please keep me informed if there are any new developments from the casino’s side.

Thank you.

Hello, I just checked in Oshcasino. It again got declined with reason below...

Document declined: submitted more than 3 months after the original verification request, outside the 72-hour deadline and maximum 20-calendar-day period under T&Cs 10.3 / 6.3.1 / 6.3.2.

Oshcasino this is the same document I sent on the email and you asked me to upload it in my profile and I did and I got declined..

Hello everyone,

thank you for the update, ambaha90.

Dear OSH Casino,

could you please clarify why the document was declined, even though the player followed your instructions and uploaded it to the profile?

Also, please advise what the player should do next to complete the verification.

Thank you.

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 CasinoGuru,

Thank you for your message.

We would like to clarify that the document was declined because it was submitted more than 3 months after our original verification request.

Although the player later uploaded the document to the profile, this did not change or extend the applicable verification deadline. Under our Terms and Conditions, in particular Clauses 6.3.1, 6.3.2 and 10.3, requested verification documents must be provided within the required timeframe. Clause 10.3 provides that documents should generally be provided within 3 working days and, in any event, no later than 20 calendar days after the request, unless an extension has been approved.

In this case, no extension was approved, and the document was submitted far outside the maximum allowed timeframe. Therefore, the document could not be accepted for verification purposes.

Accordingly, the previous decision remains unchanged.

Kind regards,

OSH Casino

Hello everyone,

thank you for the update.

Dear OSH Casino,

I would like to address the reasoning provided regarding the rejection of the document due to the submission timeframe.

In this case, it is important to consider that the player has been actively cooperating and making continuous efforts to comply with your requirements from the very beginning. The delay was not caused by inactivity or negligence on the player’s side, but rather by the evolving and, at times, unclear nature of the requested documentation, as well as repeated rejections without sufficiently precise guidance on what exact document would be accepted.

The player has:

• already at the initial stage provided a payslip containing the required information, which was repeatedly not accepted despite including the employer and salary details, further contributing to the delay and confusion regarding the exact requirements,
• contacted the relevant tax authority multiple times,
• obtained official documents, including signed and stamped versions,
• followed your latest instructions, including submitting documents via email and uploading them to the profile.

Given these circumstances, applying a strict deadline retroactively, after months of ongoing communication and document resubmissions, does not appear proportionate or in line with fair practice.

Additionally, I would like to point out that a previous withdrawal was successfully processed on this account, which indicates that the player had already passed verification to a certain extent.

At this stage, I kindly ask you to reconsider your position and review the most recently submitted document based on its validity and compliance, rather than rejecting it solely on the basis of a deadline that was effectively impacted by the verification process itself.

If there are still any specific deficiencies in the document, please clearly state them so the player has a realistic opportunity to resolve the issue without further unnecessary delays.

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

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 CasinoGuru,

Thank you for the additional comments.

We would like to clarify that the issue in this case was not based solely on the passage of time, but on the player’s failure to provide documentation meeting the applicable verification requirements within the timeframe established under our verification procedures and Terms and Conditions.

While we acknowledge that communication continued over a longer period, this does not change the fact that no extension of the applicable verification deadline was approved.

We also note that a previously processed withdrawal does not constitute a final or permanent verification approval and does not prevent additional verification checks or document requests where required under AML and compliance procedures.

Following an additional review of the matter, we remain satisfied that the verification requirements were not fulfilled in accordance with the applicable procedures and deadlines. Accordingly, the previous decision remains unchanged.

Kind regards, OSH Casino

Hello everyone,

thank you, OSH Casino, for the additional clarification.

After thoroughly reviewing the entire course of this complaint, including all communication, submitted documents, and the player’s repeated efforts to comply with the verification requests, I must conclude that the player made substantial and genuine attempts to provide the requested documentation in good faith.

Throughout the process, the player:

• repeatedly contacted the Norwegian tax authority,
• obtained official signed and stamped documents,
• followed multiple updated instructions from the casino,
• submitted documents both by email and directly through the casino profile,
• and remained cooperative for several months despite the ongoing complications.

At the same time, the requested requirements and expectations regarding the acceptable form of the documents evolved significantly during the process, which materially contributed to the prolonged delay.

While I understand the casino’s right and obligation to perform KYC/AML verification, I also believe that verification procedures should remain proportionate, transparent, and realistically achievable for the player. In this case, the player appears to have made every reasonable effort to comply.

However, since the casino maintains its final position and is not willing to proceed further with the verification or reconsider the applied deadline, I am unfortunately no longer able to mediate this case toward a different outcome.

As a result, this complaint will now be closed as unresolved.

Dear ambaha90,

I truly appreciate your patience and cooperation throughout this very lengthy process. I understand this is not the outcome you were hoping for.

If you wish to pursue the matter further, I recommend contacting the casino’s licensing authority, Anjouan Gaming, and submitting all relevant documentation and communication history for independent review:

https://anjouangaming.com/contact/

You may also try submitting a complaint through the validator/dispute section located at the bottom of the casino’s website (footer area), as some casinos provide an additional escalation channel there.

Best regards,

Samuel

Casino Guru