Oscarspin Casino - Nalog igrača je blokiran zbog ponovljenih zahteva za dokumentima.

I created an account at OscarSpin on May 11, 2025 and passed the full KYC verification (ID document and selfie with handwritten date). On June 6, I made a deposit of €20.03 via my LTC wallet. The wallet was funded using my personal iCard through Moonpay. The entire payment path is documented and legal.

On June 10, my account was unexpectedly locked. The profile showed a new request for "Proof of Deposit". I uploaded screenshots of my wallet, transaction hash, and also explained that it’s a non-custodial wallet with no personal ID — which is normal for crypto. I also sent this info to support, including all files (iCard statement, Moonpay screenshot, LTC wallet statement, etc.).

Since then, I’ve been in continuous communication with the support team (Ian, Josh, Ezekiel, Walter, Nolan, Trish, Isla). I reuploaded the deposit proof multiple times — both through the casino dashboard and via email — even marking files with "REUPLOAD".

Every time, the file was silently rejected with no explanation. Not once did I receive an email about the rejection.

Despite asking for clear feedback, I always got generic template replies like "Please upload the proof again" or "We are reviewing it". No one explains what is missing or wrong.

I’ve uploaded a fully detailed document showing the complete deposit trail:

iCard → Moonpay → LTC wallet → OscarSpin deposit

This includes my full name, transaction ID, date/time, crypto hash, and official bank documents.

As of June 17, I have:

Completed full KYC (ID, selfie, proof of address)

Provided proof of deposit multiple times

Maintained polite and transparent communication

Received zero meaningful responses from support

Never been notified by email about any rejections

This is no longer a verification process — this is clear obstruction.

I am requesting Casino.Guru to assist and mediate, as the casino refuses to engage properly despite full compliance from my side.

Thank you for your help.

Dear maxS95,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Oscarspin Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you accumulate your winnings with or without an active bonus?
• Was it the only deposit you made to the casino?
• Can you confirm if you received any specific reason for your account being locked aside from the "Proof of Deposit" request?  

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Natalia,

Thank you for your message and for taking the time to review my complaint.

Here are my answers:

Which games did I focus on?

I used the bonus to try a few games, including slots and sports bets.

Did I accumulate the winnings with or without an active bonus?

I initially received a welcome bonus and used it to place some bets. Later, I made a deposit and continued playing without any active bonus. The final balance was achieved after the deposit, with no active promotions involved.

Was it the only deposit I made to the casino?

Yes, I made one deposit of €20.03 via LTC on June 6, 2025.

Did you receive any specific reason for the account lock aside from the "Proof of Deposit" request?

No. The only visible action in my account was a request for additional verification, specifically "Proof of Deposit." Despite fulfilling all verification steps multiple times and providing detailed documentation, no specific reason has ever been given for the continued rejections or account suspension.

Thank you again for your help. I remain cooperative and available for any further questions.

Best regards,

Max S***

Thank you very much for your reply, maxS95. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Dear Natalia,

Thank you for resolving the posting issue.

Unfortunately, I would like to update that my OscarSpin account has now been blocked, and my entire balance has been confiscated. The casino referred to a generic violation of their Terms & Conditions (clauses 7.5 and 12.1), but no specific details or evidence were provided.

I remain available to provide any further information if needed.

Best regards,

maxS95

Thank you very much, maxS95, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, maxS95,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casino Representative,

Could you please explain the user's situation in more detail?

If needed, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Dear maxS95,

We have to inform you that your account has been blocked and your winnings confiscated due to violation of our website terms and conditions.

You have violated section 7.5 of our terms and conditions:

It's the responsibility of the player to ensure that all documents as a part of the KYC process are genuine. Faked or fraudulent documents provided may result in a confiscation of deposits and potential winnings of the player.

As well as violation of the terms and conditions of the website clause 12.1

The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. If the player is suspected of fraudulent actions including, but not limited to: participating in any type of collusion with other players fraudulent actions against other online casinos or payment providers chargeback transactions with a credit card, or denial of some payments made creating two or more accounts other types of cheating or becomes bankrupt in the country of their residence, the Company reserves the right to terminate such account and suspend all payouts to the player. This decision is at the sole discretion of the Company and the player will not be notified or informed about the reasons for such actions. The Company also reserves the right to inform applicable regulatory bodies of the fraudulent actions performed by the player, delaying game rounds in any game, including free spins and bonus features, to a later time when you have no wagering requirements, leaving large bets on the table, for example in blackjack, and returning to the game after bonus wagering has been completed, playing games with bonus money to build up in-game value, lose the bonus funds, and then cash out on the built-up value during real-money play, using strategies that take advantage of any software bug or failure.

The company reserves the right to block the account, cancel all winnings and deposits made in violation of the rules.

Dear Branislav,

We have sent you an email. Please review it at your earliest convenience.

Best regards,

Oscarspin Casino

Dear Branislav,

Thank you for your support in this case. I noticed that OscarSpin stated they sent you additional information. I would kindly appreciate it if you could let me know whether any specific document was considered fraudulent, since all my documents were verified successfully in the casino system.

I’m happy to provide any clarification or proof if needed.

Best regards,

maxS95

Dear maxS95,

It is very likely, because your verification could not have been completed, as was confirmed by a reliable 3rd party company, which offers such services (complete KYC processes/solutions and support) for online casinos, as it is also in Oscarspin Casino's case. Unfortunately, the first information that the documents were accepted/verified is usually automatically generated by the online casinos' systems, and it does not mean the KYC was completed or your identity was completely verified. At that point, the documents are accepted, but they are subject to further review by relevant casino departments or, as in this case - 3rd party service provider.

I am sorry, but after gathering all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions. Your documents did not meet the standard conditions/requirements to be accepted, and in a way that unfortunately makes it impossible to pass the KYC as a mandatory requirement for withdrawing anything from a gaming account.

The casino acted in accordance with its terms and conditions you accepted upon registration.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or an ADR, if the casino states one on its website. The same basically applies in case you would like to see the relevant evidence.

Thank you very much, Oscarspin Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru