Octocasino - Player faces withdrawal issues over expired documents.

I have previously made several withdrawals without issue, but today I received notification that my verified documents have been cancelled on the grounds that they have expired. This is a perplexing development as my documents were previously verified and deemed acceptable. I find this sudden cancellation and request for re-verification to be highly suspicious. I demanded for my money or atleast my deposited amount to be given back, but they keep pestering me over documents all the time while i already did withdrawals before and there were no problems..

Dear donnypwnz,

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.

Could you please explain since when exactly is your account considered verified and which documents is the casino requesting currently?

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

Dear Tomas,

I understand that it is very important for them, but as i already mentioned i have done the KYC since the first withdrawal as i though that was needed. They reviewed them all individually and approved of them. And suddenly i have to resubmit my bank statement and bill again, because they claim it suddenly got expired. I have never experienced this at any other casino where my already verified documents gets expired? I asked this to the support too and then he reworded it into a weird way.

To be fair i told them to close my account, because i got so mad i withdrawed over 2k already without problems and suddenly they want to take my money hostage, i would even be happy if i get the deposit back but even that is too much to ask for them..

If i clicked on hooyu which is a document verification system you can see that it all got approved including those bills before and i couldnt resubmit them since it's not a normal process that your documents randomly get cancelled on purpose.

The thing is what i want to warn other players about is the way they handle things in their own interest this is not professional at all and is called customer bullying if im honest.. I was about to give them a really good review as everything went smoothly until i got lucky and kept winning, there it went wrong and now they are keeping all my winnings + deposit in total 357 euros..

Best Regards,

Donny

Could you please advise if you contacted the casino regarding your concerns and what reply have you received from them? If you have any emails or chat transcripts from the casino please send them to my email at tomas@casino.guru

Could you please explain since when exactly was your account considered verified and which documents the casino requested again from you?

Dear Tomas,

The problem is they dont send or have an option to let you send the chat, which i find weird aswell.

First i got an email stating the following (I have removed my bank account numbers):

Dear Donny,

In order to verify your account, please upload the following documents to your profile:

- proof of address - a photo of a printed paper document or a digital PDF document, it could be a government-issued document, a bank statement, a bill (phone, gas, electricity, etc.), not older than 90 days.

-the bank statement from the bank account ******** - should have your name, bank account number, and a list of transactions visible. It can be a photo of a paper document, a PDF, or a photo of both sides of your credit/debit card with your name and bank account number visible.

All of the photos and documents must be clearly visible, and your proof of address mustn't be older than 90 days.

Please upload the documents to your profile on the casino website (link below), so we can check them and verify your account.

https://www.octocasino.com/profile/general/verification

Best regards,

OctoCasino Payments Team 

I have previously verified my account with Hooyu and have even made several withdrawals, amounting to around 2k+, while on a winning streak. However, upon checking my account, I noticed that all my documents, except for my passport and face photos, had been cancelled, including my bank statement and proof of address, which were both previously approved and reviewed. This occurrence is unprecedented in my experience with other casinos; once an account is verified, it remains so.

I contacted the support team to request an explanation for this unexpected cancellation. Their initial response was that the documents had expired, which I found puzzling since they were valid and approved at the time of verification. While I am no longer concerned about the funds, I want to caution other players about this behavior, which appears to be customer bullying. It suggests that the casino may not have their financial affairs in order, or they may be acting arbitrarily. If they made an error, why should I bear the consequences? My winnings are being withheld, and I have yet to receive a satisfactory explanation. Furthermore, I was informed that the payment provider required the verification, which begs the question of why it was not submitted earlier. There are too many unanswered questions in this situation.

Yours Sincerely,

Donny

I am sorry for your negative experience, however, requesting documents that are current and not expired is within the casino's right. I am afraid, that in order to receive your winnings, I would recommend you submit a bank statement and proof of address document in the form the casino requested.

Thanks for your understanding.

Please let me know about the result.

It's not about that. The documents were already requested and approved BEFORE.

So how can they expire further in time when the documents were APPROVED already? Please explain me that.

They manually cancelled the documents they approved before with the reason the documents are expired? HOW when it was approved BEFORE. No casino does this.

I closed my account on the casino, if you can not explain me this then just close the case i feel that i'm not being taken seriously.

Dear donnypwnz,

From my understanding of the situation, the casino requires documents that are not older than 90 days.

The age of the documents seems like the primary issue of previously submitted documents.

I am sorry, but even after internal discussion, I see no other option for assistance other than to recommend you send the documents no older than 90 days the casino requests at this point in order to receive your winnings.

If you are not satisfied with how the casino conducts its KYC checks nothing is preventing you not playing there anymore after the KYC is complete again and the casino pays you your winnings.

Please let me know if you'll comply with the casino's request or any information I overlooked, otherwise, I'll be forced to close the complaint.

Dude. I am telling you for the third time the KYC was already done. I have no clue what there is so hard to understand? They cancelled the approved KYC with the reason 1-2 weeks later 'documents too old' i dont want my money close this case this is ridiculous.

We’ve closed this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with any online casino. We are here to help.