HomeComplaintsOcean Spin Casino - Player's withdrawals are delayed and canceled.

Ocean Spin Casino - Player's withdrawals are delayed and canceled.

Amount: €890

Ocean Spin Casino
Submitted: 30 Jan 2025 | Resolved : 19 Feb 2025
Resolved Our verdict

Case closed

RESOLVED

Case summary

The player from Finland had been waiting almost two weeks for Oceanspin to process two withdrawal requests of €500 and €390, which had been repeatedly canceled. Despite submitting all the necessary documents and providing proof of a €300 transaction, the player received vague responses in chat and no replies to emails. The issue was resolved when the casino finally processed the withdrawals after three weeks of delays.

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Oceanspin. I've been struggling and waiting for almost 2 weeks for them to process my withdrawal. I've made two requests for €500 and €390. They keep canceling the withdrawals repeatedly. I've submitted all the requested documents, and next, they wanted proof of the source of a €300 transaction visible on my bank statement. I've provided documents for that as well, but nothing happens. The responses in chat are vague, and I'm asked to send an email. However, no one responds to the emails at all.

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Dear MarSu161,

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 take KYC lightly and it might take a few working days to complete this thorough process.

  • Could you please list which documents you have already provided and when exactly did you send the last one?
  • Have you provided all the required documents as soon as possible and in the correct format?
  • Could you please share with me your communication with the casino to support your complaint? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

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Could you list which documents you have already submitted and when you sent the last one?


I have submitted my driver's license, utility bill and selfie as soon as they asked for those confirmations. It took 2 days for me to receive the bank statement. These were submitted immediately after the withdrawal request. I submitted the document for the €300 transaction as soon as they asked for it (26.1). I have written to the chat many times and they ask me to send an email. I have also sent that many times but no one answers them and the matter is not progressing.


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


Everything they have asked for has been provided as soon as possible. The documents have been submitted via their website and also via email, along with a January bank statement and proof of the €300 transaction, which had them wondering.


I will email you the conversations that took place with them.


t: Marko

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I have been in contact with them again today and this time I have also provided a "proof" of the €300 payment that has been made to my account, because it surprises them so much. The picture taken from the bank's website shows the account transaction and that the payment was made by Zimpler and it is a withdrawal received from another casino.

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Thanks for the provided information.

  • Has the casino accepted your explanation regarding your winnings from another casino?
  • Could you please explain how much you deposited to Ocean Spin Casino?
  • Are the deposits to Ocean Spins Casino visible in the transaction list on the bank statement you provided to the casino?
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Has the casino accepted your explanation of your winnings from another casino?


They have not commented on any matter or document.


Could you explain how much you deposited at Ocean Spin Casino?


€100 deposit


Do the deposits you make to Ocean Spins Casino appear in the transaction list on your bank statement provided to the casino?


All transactions are shown on the account statement.


Today I submitted the same bank statements (for December and January), as well as a receipt for the €300 winnings from the withdrawal received from Bassbet casino.

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I don't understand what they want? I have already provided a receipt/proof of payment from the bank's website for this transaction.

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Thanks for the update.

Do I understand correctly you provided the bank statement in .pdf format to the casino already?

Please let me know.

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Yes, I have already submitted them in PDF format many times.

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Today I was in contact with the chat again and was promised to take care of the matter and send an email. The matter has now lasted 3 weeks and the only explanation is that they are busy in the "department"

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Dear MarSu161,

Could you please share with me your communication with the casino regarding the verification delay? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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Hey, I emailed those discussions.

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The casino finally paid the withdrawals today. Case closed👌

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Dear MarSu161,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru 

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