Octocasino - Račun igrača je zatvoren, a sredstva su odložena.

Dear Casino Guru,

I’m reaching out to you because I’m utterly frustrated with the ongoing issues I’m facing with OctoCasino. This situation has been dragging on for far too long, and I can’t get any clear answers or resolutions.

Here’s the situation:

My account was closed after I requested a withdrawal. I’ve been playing for a while and was shocked to find my account locked.

Despite the closure, I followed all instructions and provided the required documents multiple times – identity verification, credit card info, and bank details – just to be met with endless delays and back-and-forth.

After countless emails and chats, I was told I’m waiting for a card statement (despite submitting all that was asked of me), and the casino hasn’t processed my balance of 5167€ yet.

On top of this, I’ve already filed a formal complaint, but the response from OctoCasino has been nothing but vague and slow. Every time I think the issue is resolved, it gets pushed back. This has been ongoing since January 17, 2025, and it's now February 13, 2025!

I feel like I’m just being given the runaround. Every single step is met with delay after delay, with no real explanation or urgency to resolve the matter.

I’ve been more than patient, but I’m at my wit’s end. I expect you to help escalate this issue and ensure that OctoCasino is held accountable for the terrible customer experience I’ve endured. I deserve my funds, and I’ve done everything I’m required to do – yet they still seem to be holding my balance hostage without any clear reason.

Please help me resolve this as quickly as possible. Thank you for your attention to this matter.

Dear iloveraspberries020,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have any of your identity documents been approved by the casino or have you not received any information at all regarding your verification?

Could you please specify what games you played?

Did you accumulate your winnings with or without a bonus?

Have you made any successful withdrawals from this casino before?

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

Veronika

Dear Veronika,

Thank you for your reply and for looking into my case. To clarify:

My identity documents have already been approved, but despite this, my account was locked when I attempted to make a withdrawal.

I did not use any bonus when playing, and I have not made any successful withdrawals in the past.

I've been waiting for an update on the status of my withdrawal and the reason for the account lock.

I would appreciate it if you could provide more information regarding this issue, as I am eager to resolve it as soon as possible.

Can we get the casino in here?

So this casino is high Safety..they don't even come to the casino guru website to help.

Thank you very much, iloveraspberries020, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Ok waiting again?? So what is next step for us?

Dear iloveraspberries020,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Octocasino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Octocasino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

Hello!

Thank you for bringing this matter to our attention. We truly value your feedback and are happy to work toward resolving this matter for the good of both parties.

The player's account was closed per an administrative decision to refund the funds we need him to provide us with a a document (or a number of documents), showing the origin of the funds used for depositing in our casino, for example, salary statement, proof of business ownership, selling a property, an inheritance payment, or a divorce settlement, etc. (for the last 3 months).

Please also make sure to answer the questionnaire sent by our team.

We are looking forward to your cooperation.

Best Regards,

Octocasino

Dear Octocasino,

Thank you for your prompt response and for clarifying the instructions regarding the withdrawal process.

Dear iloveraspberries020,

As you may have noticed, the casino has requested that you provide documentation to verify the source of funds used for your deposits. This is a standard procedure designed to prevent fraudulent activities, such as money laundering, and to maintain a secure and transparent gaming environment for all players.

Could you kindly provide the requested documents and complete the questionnaire sent by the casino?

Please let me know if you need any assistance. Thank you.

Money laundering I deposited 200 euro or something? They have all my history from banks i played with in there casino you can see it's coming from other bookmakers.

200 euro. Why isn't this enough you can see big amounts coming from big sportsbooks and I deposit 200 euro.

There closing the casino now?? So this behavior is common. Not want to pay what a thieves.

This is urgent. Can the casino responds?

I mean you have my statement all my salary is on there all the statement from my sportsbetting winnings it's well over a 100 euro proof that I deposited in the casino ? Guru?

Dear Octocasino,

We have noticed that your casino is set to close on March 9, 2025. Could you please confirm whether the player's issue will be resolved before then?

Looking forward to your prompt response.

Hello!

We are still waiting for the requested documents and the resolution speed will depend on the player's cooperation regarding the refund process.

Thank you for your understanding and patience!

Best Regards,

Octocasino

Dear Kubo and Octocasino,

I am writing again with growing concern, as Octocasino’s latest response (21 hours ago) claims they are still waiting for documents, despite my repeated submissions and the overwhelming evidence I’ve provided. I attached my bank statement in my last reply, showing a €3,700 winning that I used to deposit into Octocasino (via N1 Interactive Ltd), along with four months of bank statements reflecting my salary and sportsbetting winnings. This clearly demonstrates the legitimate origin of my €200 deposit, and I fail to understand why this is insufficient.

Octocasino, I have cooperated fully and provided all requested documents, including identity verification, credit card info, and bank details, since January 17, 2025. Your repeated requests for additional proof—such as salary statements or proof of business ownership—for a mere €200 deposit are unreasonable, especially when my transaction history with your casino and other bookmakers is transparent. This feels like a deliberate delay, and with your closure scheduled for March 9, 2025, I fear you are stalling to avoid paying my €5,167 balance.

Dear iloveraspberries020,

Please note that proof of source of income is a standard requirement for many online casinos, and a bank statement alone typically does not fulfill this requirement. The casino has the right to verify the source of funds deposited into your account, and the provided data must be cross-referenced between a salary statement (or another relevant document) and your bank statement.

A bank statement alone, along with your explanations, is not sufficient. Please provide the documents requested by the casino; otherwise, I will not be able to assist you.

Thank you.

I requested my payslips. It is taking a while.

I find it really disturbing that Casino Guru seems to be siding with a casino that’s about to close its doors. I’ve already provided Octocasino with my bank statement, which clearly shows all my income including salary and gambling winnings more than enough to cover the €200 deposit. It’s absurd that they keep pushing for more when I’ve given them everything they asked for. What’s next, my entire lifetime of bank statements? This feels like a blatant excuse to avoid paying out my €5,167, especially with their closure looming. How can Casino Guru justify backing them on this?

Dear iloveraspberries020,

Following standard procedures is not the same as siding with the casino. Regulations and policies regarding KYC and AML are in place at most legitimate online casinos for a reason and can’t simply be ignored for the sake of a quicker withdrawal.

Your example of requiring an entire lifetime of bank statements is both exaggerated and inappropriate. The casino has only requested proof of the source of funds flowing through them, which is a reasonable and justified request.

I wish I could force the casino to overlook this and send you the funds by this evening, but that’s simply not how it works. At this point, the best course of action is to provide the requested documents and wait for the casino to complete its review.

Thank you for your understanding.