Onestep Casino - The player struggles to withdraw his money.

They refuse to pay out my winnings of 24000

Dear Gossentom,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Onestep Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? I will be waiting for your reply patiently.

Best regards,

Nick

I won €24000 with roulette. They let me risk a lot of money, but in their T&C it says max net winnings 5k a day.

this seems unfair because they let me bet 250 euro on 1 single number. 250x36=9k but in reality you can only win 5k

they are also advertising and luring people on their site. You can play slots with jackpot games but in reality you can never win those jackpots. If you win the jackpot of 30k you will lose 25k and only win 5k.

Hello Gossentom and thank you for the information provided. I will now forward your complaint to my colleague Peter (peter.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

So the thing is there, my 18k is gone and I have 5k leftover. Now it takes forever to verify my account. I have to send already so many documents and everytime I have to send a new document.

they ask for a proof of funds, I send a pdf file with the IBAN, my name and you can see the method of deposit. They keep asking for other documents

Im already busy with the verification since 23 November. I uploaded so many documents of my passport (including selfies with my passport, phone bills, bank statements.

Totally more then 20 documents I uploaded and everytime I have to wait 3 days for a answer and then they ask for a new document.

they are just holding and holding me

Hi Gossentom,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Onestep Casino to the conversation to participate in the resolution of this complaint.

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.

The verification is finally done! Now I will try to withdrawal my money!

Thank you Gossentom for the information. Please keep me updated.

Already expected this, withdrawal request is declined because they need a selfie with me holding my passport!

In reality I already send this selfie with passport 2 weeks ago because I read from other complaints they will ask this.

anyways, Il just do what they say!

Sorry to hear that Gossentom. Hopefully, it will work out this time.

Now also a question, imagine that now I have 5000 euro and today you win first lose 3000 and then go to 10000. After 3 days you lose 2000 again and then go to 15000.

this is still within the rules of max 5000 euro net win per since the start point is 5000 and then after 10000, right?

or how do you interpreted the (unfair) rule of max 5k netto win per 24 hour period?

Selfie document is approved, after withdrawal was canceled again due "technical issues"

now have a pending withdrawal again, let’s see if they pay out now…

Hi Gossentom,

Sorry to hear that. This must be very frustrating. I'm afraid the casino won't be replying here so the only information we have is from you. I will set the timer to seven days and we'll see if the withdrawals will get through.

Hi Gossentom,

Has there been any news?

Dear Gossentom,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the MADRE – an alternative dispute resolution service (madre-online.eu/about-us/rules-of-procedure/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/support/online-gaming-support/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter