Oscarspin Casino - Η ανάληψη του παίκτη καθυστέρησε.

Dear Casino Guru Complaints Team,

I am requesting your assistance regarding a prolonged and unjustified refusal by Oscarspin Casino to verify my account (KYC) and process a legitimate withdrawal of 1979.10 euros.

1. Documents Provided:

I have submitted my documents multiple times, all of which are valid and fully comply with AML/KYC standards:

Proof of Address (PoA): Official Account Confirmation issued by Revolut Bank UAB (a licensed European bank regulated by the ECB), clearly showing my full name, residential address, and a recent issue date. I also provided a recent bank statement from the National Bank of Greece as a secondary PoA.

Proof of Deposit (PoD): Official transaction confirmation from my exchange platform/Revolut, confirming a deposit made in Bitcoin (BTC). This document clearly includes the full legal name (Panagiotis Maidonis), the amount, the date, and the unique transaction TXID: ************************************

2. Casino’s Unjustified Rejection:

The casino's support team is rejecting the Proof of Deposit, vaguely claiming it "does not show the names of the sender and receiver."

This reasoning is technically impossible and unfounded. As the deposit was made in Bitcoin, blockchain transactions do not display personal names. My provided documentation, issued by a regulated financial institution (Revolut), successfully connects my verified identity to the specific BTC transaction via the TXID, which is the standard KYC requirement for crypto gambling.

3. Legal and Compliance Concerns:

I have also notified the casino regarding discrepancies in the operating entity: my bank records show a previous deposit to Indersoft Limited, while the licensed operator is officially Terdersoft B.V. (Curaçao license OGL/2024/1126/0521). The website footer also mentions Rossobash S.R.L. I demand clarification on which entity is responsible for my funds.

4. Resolution Required:

I request your intervention to compel Oscarspin Casino (Terdersoft B.V.) to immediately cease using these baseless rejection reasons, accept the valid documents provided, and process my withdrawal. I am ready to provide all chat transcripts, payment proofs, and ID documents to your team immediately.

Thank you.

Dear PanosMD,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

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 Complaints Resolution Center,

Thank you for your reply. I understand the 14-day policy regarding payment delays.

However, I must clarify that the core issue is not the speed of the withdrawal process, but the deliberate refusal of the casino to complete my KYC verification.

The casino is unjustifiably rejecting my Proof of Address documents—namely, an official Account Confirmation from Revolut Bank UAB (a regulated European bank) and a recent bank statement from the National Bank of Greece (my national bank), both confirming my current residential address with the excuse that they need a utility bill on my name which i do not have at the time.

Furthermore, the casino's support team is rejecting my Proof of Deposit (BTC via Revolut) on the grounds that it "does not show the names of the sender and receiver." As I have fully documented in my complaint, this reason is technically invalid and impossible for a Bitcoin transaction, and I have provided all necessary documentation (including the Revolut statement connecting my name to the TXID).

The casino is thus actively preventing any payment from being processed by rejecting valid documents from two regulated banks. This is a clear KYC/Compliance dispute, not a payment delay issue.

If they fail to approve the KYC by this date, I kindly ask you to intervene immediately, regardless of the 14-day rule, since the verification has been halted by the operator.

Thank you for your immediate review and consideration of this compliance issue.

Follow up message,

I would also like to note that the withdrawal amount is 1979.10 in euros and not in BTC.

In addition i would like to mention that Luxemburg was my adress the past years im no longer a citizen there but i didnt know how to change it.

Thanks again!

You can cinsider this case resolved since today I've received my winnings to my account.

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

Dear PanosMD,

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,

Attila