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I registered an account at Osbet and made deposits in good faith. This casino does not require phone verification at registration, so I was allowed to create the account, deposit, and play without confirming my number by SMS.

The issue appeared only later, at the withdrawal stage, when the casino started requiring a verification code to a phone number that had never been verified in the first place. I do not receive any SMS code on that number.

One important point here is that my number is Russian, and it is entirely possible that messages from the casino simply do not reach it due to technical delivery issues, country-related restrictions, routing problems, or the casino’s SMS provider not reliably supporting Russian numbers. This is not something I can control. If the casino accepts players who may use Russian phone numbers, then it should also have a working and fair verification alternative when its own SMS system does not deliver the code.

What makes this especially unfair is that the casino does not require phone verification when creating the account, but later uses the phone number as a strict withdrawal barrier. If phone verification is truly essential, it should have been required before deposits and gameplay were allowed. Instead, the casino accepted my registration and deposits first, and only afterwards made withdrawal access dependent on an SMS code that I never receive.

It is also important that part of my withdrawals was already processed through email verification. This shows that the casino itself previously accepted email-based verification as sufficient. After that, however, I was blocked because of the phone number issue, while still not being allowed to change or correct the number.

So the situation is the following:

Osbet does not require phone verification at registration;

I was allowed to register, deposit, and play without confirming my number;

now the casino requires SMS verification only at the withdrawal stage;

I do not receive the SMS code, possibly because the number is Russian and delivery may fail for technical or regional reasons;

the casino does not allow me to change the number;

some withdrawals were already approved through email verification.

I am not refusing verification in any way. I am fully ready to verify my identity through email, documents, video verification, or any normal KYC method. I am only asking for a reasonable solution instead of being locked out because of an SMS code that never arrives to a number that was never verified when the account was created.

I ask Casino Guru to review this as an unfair verification and withdrawal obstacle and to ask Osbet to either allow me to update my phone number or offer an alternative verification method.

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you submitted any identity documents to this casino for the verification of your account?
• Have you filled out your player's profile fully and correctly, including your name, address, and country of residence?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Have you tried contacting customer support to help you with the verification of your phone number? If so, what was their response?

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

Best regards

Veronika

Hello Veronika

1) Casino does not require account verification

2) I have filled my name. There is no lines for address and country

3) yes i used vpn. But it is allowed by casino. They even have instructions about using vpn on their website

4) yes i have tried. They sad they can't do anything, they can't change the number due to security reasons

Thank you for your reply. Please forward me all the communication between you and the casino customer support regarding the verification of your phone number at veronika.f@casino.guru. These can be emails, screenshots, or chat transcripts. I appreciate your cooperation.

Dear overwater

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, Hadi (hadi.a@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,

Veronika

Hello overwater,

I am sorry to hear about your troubles. I am Hadi and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Hadi

Dear overwater,

Just a friendly reminder about your case: we have already contacted you in the dedicated Telegram chat regarding your verification and withdrawal, and we are currently waiting for your reply there so we can continue the process for you.

Whenever you are ready, please kindly respond in the Telegram chat, and our team will be happy to assist you with the required verification and help you move forward with your withdrawal as soon as possible.

Best regards,

OSbet Support Team

Hello, yes i am after surgery on leg, so when i finish my health issue, i will verify my account

Thank you for your reply, and we are sorry to hear about your surgery. We wish you a smooth and speedy recovery.

Please take care of your health first. Whenever you feel ready to continue, you can verify your account at any time with us in the dedicated Telegram support group, and our team will be there to help you complete the verification and proceed with your withdrawal.

Best regards,

OSbet Support Team

Dear Osbet Casino,

Thank you for your responsiveness throughout this case. We do ask that any updates and steps taken toward resolution are confirmed here as well, so the process stays on the record.

Dear overwater,

I hope your recovery goes smoothly. There's no rush on your end right now, and once you're feeling up to it, please keep us updated on any progress.

Best regards,

Hadi

Hi Hadi

At this moment, our team is ready to proceed with the KYC procedure, and we are currently waiting for the player to provide the requested verification documents so that we can continue with the withdrawal process.

Best regards,

OSbet Support Team

Due to the player's condition, we have made the decision to extend the timer for their benefit.

Dear overwater,

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,
Hadi
Casino.Guru