OshCasino - Pelaajan kotiutus viivästyy vahvistusongelmien vuoksi.

Oshcasino refuses to verify my account.

I have sent every document they requested even those that does not have any relevance to the subject.

Still they either deny or if accepted they continue to request even more "additional documentation".

Where are the guidelines for how a casino can behave during a verification process.

With this way they can continue endlessly and the player can not do anything about it.

This is absolutely not fair at all.

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.

Dear jimtran1983,

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 can 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.

• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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,

Jean

Hi thank you for taking my case,

I have uploaded my ID and Proof of address.

I do not remember when i uploaded because it has gone such long time but around October last year so at least 6 months ago.

We have been going back and forth via email with each other.

They are asking me to break the anti money laundering rules by asking me to withdraw with a completely different method than i deposited with.

Then they decline every single additional documentation i send and comes up with ridiculous excuses.

On top of that they already paid out my winnings prior to this and that was when my account got verified as well.

Is there any email I can send the email conversations to?

Thank you

Dear jimtran1983,

Thank you very much for your reply.

• Are there any documents in your account that are currently pending verification?
• Has the casino indicated that there might be a problem with approving specific documents?
• If there is any relevant communication between you and the casino with regards to the verification of your account, you can send it to jean.s@casino.guru.

Thank you in advance for your response.

No they just keep declining the additional documents they required.

They even told me to send transaction history of a payment method i did not use when i won at their casino.

And i even sent that document a full transaction history in PDF.

It does not matter what document I send they keep rejecting it because they do not want to pay out my money.

I will forward all email conversations to your email.

Thank you

I understand your frustration. This verification has been going on for a while.

• Do you still have access to your account?
• Could you please provide which games you focused on - slots, live casino, sports betting, etc.?

Answering these questions would allow us on how to proceed further.

Yes,

I can still access it.

I played slot machines,

Nothing different from the prior time i played at their casino and won and they paid out.

Thank you for the information you have provided so far. To ensure we understand your situation correctly and can proceed effectively, here is a summary of what you have shared:

• Your verification process with Oshcasino has been ongoing since around October of last year.
• You submitted your ID, proof of address, and a payslip in October, based on the emails you forwarded.
• You still have full access to your casino account.
• You believe the casino may be unnecessarily prolonging the verification process, preventing you from withdrawing your remaining balance.
• You stated that the casino asked you to withdraw using a completely different method from your original deposit, which was made via cryptocurrency.

To help us move forward, please clarify the following:

1. Besides your ID, proof of address, and payslip, what other documents have you submitted to the casino that were rejected?
2. What is the exact amount remaining in your balance that you are trying to withdraw?
3. When the casino asked you to use a different withdrawal method, which method did they request, and did they explain why they were not allowing a withdrawal through your original deposit method?
4. If you attempt to use the alternative method they suggested, do you receive an error, or are withdrawals entirely blocked for you regardless of the method?

These details are important to determine whether the casino’s verification and withdrawal practices are justified or excessive. Once clarified, we will be able to assess the situation more accurately and decide on the next steps.

Thank you for your cooperation.

Hi i also uploaded my full transaction history from mifinity in PDF that they requested, even though i deposited with crypto and they rejected that as well,

Yes it is obvious they are prolonging this verification by not accepteng perfactly fine documents in pdf. Mifinity issued that transaction history in PDF i do not see any reason to reject what they requested.

The remaining balance is 734.18€.

They asked me to withdraw it to my bank but then rejected that withdrawal request anyway.

They said they did not send withdrawals in crypto but i dont remember their reason for it.

I have done everything they asked and still they dont send my money thats how i know they are doing everything they can to hold on to my money.

This verification has been going on for so long it is not easy for me to remember all the details.

I hope you get a clear picture as possible from the emails and screenshots i forwarded.

Dear jimtran1983

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, Kubo (jakub.m@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,

Jean Susor

Dear jimtran1983,

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.

Your message says there is no action required from me at this point

Dear jimtran1983,

It’s a pleasure to e-meet you. My name is Kubo, and I will be handling your complaint moving forward.

First of all, I would like to apologize for the earlier misunderstanding regarding your complaint, when the timer was mistakenly set for you instead of me. This issue has now been corrected and everything is in order.

If there have been any updates or new developments since your last message, please feel free to share them with me.

In accordance with our standard procedure, I would now like to invite a representative from OshCasino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear OshCasino,

Could you kindly provide detailed information regarding the player’s issue? In particular, I would appreciate clarification regarding the reasons for the delay in processing the player’s withdrawal request.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

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 jimtran1983,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at jakub.m@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Kubo