Oscarspin Casino - Pelaajan kotiutuspyyntö on viivästynyt.

Hi,

This year i did two deposits in this casino, one of 55€ and another of 103.61€.

Now i have 506.28€ in my account and in the 4th of August tried to withdraw 200€. Withdraw was not accepted and verification started. Instead of the casino asking for all documents they ask for documents in steps, take many days to answer.

What documents have i sent until now:

  ID (Verified)

  Deposit Proof of 103.61€ from Crypto Cold Wallet (Verified)

  2 Different Bank Statements in PDF (Rejected)

  Crypto Cold Wallet Statement in PDF (Rejected)

  Various Salary Receipts (Rejected)

  Skrill Statement showing transfer of 40€ to the casino (Rejected)

At this moment they are asking for, and i state:

"A document (or various documents) that comprove the transfer of funds into the casino. Depends on the system of payment used and can be a PDF statement of the cold wallet/bank account, from the last 3 months - june, july and august."

Cold Wallets like Ledger Crypto Wallets do not provide PDF statements and don't have the name of the person in it.

The casino is making all the effort for me to not fight for my money which was won with sports betting.

When i ask for them to clarify which document in particular they want they do not reply.

Let me know if i need to add any attachment to this complaint.

Best Regards,

CF

Dear FireA,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Have you provided all the required documents as soon as possible and in the correct format?
• Have you received an answer as why were your documents rejected?
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

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

Best regards,

Katarina

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.

Hi, thanks for your time:

Have you provided all the required documents as soon as possible and in the correct format?

• Yes!

Have you received an answer as why were your documents rejected?

• Only automatic answers in the website, never by email.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

• Yes, i have just forwarded them.

Hello FireA,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina 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 Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much, FireA, for your cooperation and patience. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear FireA,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Oscarspin Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s documents keep being rejected?

Thank you in advance for providing the information.

Hello!

We would like to inform you that the requested document has been accepted, and the player's withdrawal process is now complete on our end.

If the funds are not received in the specified crypto wallet, please contact us for assistance.

Thank you for your cooperation and patience.

Best regards,

Oscarspin Casino

Disgraceful casino treatment of customers. 3 days to receive payment in crypto after months of sending documents.

Payment received.

Casino vergonhoso no tratamento aos clientes. 3 dias para receber o pagamento em crypto depois de meses de envios de documentos.

Pagamento foi recebido.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear FireA,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina