Queja #1 Oscarspin Casino

All documents provided still pending

Por maxS95

hace 11 meses

I registered at OscarSpin Casino on May 11, 2025. After signing up, I activated the welcome bonus and began playing. Over the following weeks, I placed bets and interacted with the platform normally. On June 6, I made a deposit of €20.03 using my LTC crypto wallet. As of the date my account was frozen, my balance was €1,108.50.

On June 10, I was suddenly locked out of my account. Upon logging in, I saw two open verification requests: one for “Identification Document” and another for “Proof of Deposit.” No notifications were sent to my email address regarding this action.

I immediately contacted the support team via live chat. The agent (Ian) confirmed that I needed to re-upload my ID and provide proof of deposit. I uploaded my ID again and submitted screenshots of my non-custodial crypto wallet showing the full deposit hash, amount, and date/time. I also explained that my wallet, like most non-custodial wallets, does not store personal details.

The following day, June 11, I noticed both uploads were rejected without explanation. No email was sent. I contacted support again via chat (agent: Josh), and he acknowledged my explanation and said he would forward the info to the relevant team. He also informed me that the ID rejection was due to a missing selfie with the document and a handwritten date. I promptly submitted the selfie on the same day, and this part of the verification was later accepted.

Since that point, all my communication has been conducted via email for clarity and documentation. I sent detailed explanations of the deposit, including the full payment path:

My iCard was used to purchase LTC via Moonpay

Funds were transferred to my LTC wallet

I made the deposit to OscarSpin from that wallet

I provided 13 files, including screenshots from Moonpay, my full LTC wallet statement, and bank statements from iCard confirming the transaction chain.

Despite this, the deposit proof continued to be rejected in the account portal — without any reason or feedback. No emails were sent to explain the rejections. Each reply I received from support (Ezekiel, Walter, Nolan, Trish, and Isla) was a generic template, completely ignoring the detailed information I had already provided.

Out of caution, I reuploaded the documents again with filenames marked “REUPLOAD” and explained this in email. Even this version was rejected again — with no explanation, no email, and no alternative guidance.

As of June 17, I have provided:

A fully verified account via automated KYC

A verified selfie with ID and handwritten date

Full documentation of my deposit route from bank to Moonpay to LTC wallet to OscarSpin

Ongoing, polite, and transparent communication

Repeated re-uploads of the same material through both email and the account panel

I believe I have fulfilled all requirements in good faith. The casino, however, has refused to engage in a meaningful review process, offering only repetitive template replies and automated rejections without justification.

Conclusion:

OscarSpin Casino is clearly delaying the verification process despite all valid documentation being submitted. I have not received a single concrete explanation for any document rejection. No email notifications were ever sent, despite multiple requests. The verification system itself is poorly designed, limiting file uploads to three and offering no space for explanations or feedback.

I now kindly request this complaint to be reviewed by a neutral party. I am fully willing to cooperate further — but continuing this loop with casino support has become unproductive and unreasonable.

Thank you for your attention and assistance.

Please find attached a detailed document that proves my deposit path from bank to crypto wallet to casino. It contains transaction IDs, timestamps, wallet addresses, and official account statements and correspondence with Support.

Attachments:

Chat.pdf (screenshots of live chat)

Email.pdf (email communication with support)

iCard.pdf

LTCDepositExplanationOscarSpin.pdf

OscarSpin.pdf (KYC status, uploaded documents, account status)

WalletLTC.pdf

Casino en conflicto Oscarspin Casino

Motivo Problemas de verificación

Cantidad €1108.5

Discusión

AskGamblers

• Support Team

hace 11 meses

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Oscarspin Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

maxS95

hace 11 meses

Dear AskGamblers Team,

Thank you for continuing to review this complaint.

As the player, I would like to clarify that I fully cooperated with OscarSpin Casino throughout the verification process. I submitted all requested documents promptly and truthfully. All of my documents were reviewed and marked as approved in my casino account — all verification indicators were marked green.

Despite this, my account was later blocked without any new request or clarification, and the casino stated I had violated sections 7.5 and 12.1 of their Terms and Conditions. However, they have not provided any specific details or evidence showing which document was allegedly "faked" or which action they believe was fraudulent.

I respectfully request the AskGamblers team to take into consideration the lack of transparency and the fact that the casino previously accepted all submitted documents.

If there is anything further I can provide to assist with the review, I remain fully available.

Thank you again for your time and help.

Sincerely,
maxS95

Oscarspin Casino

• Representative

hace 11 meses

Hello!

We have to inform you that your account has been blocked and your winnings confiscated due to a 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 AskGamblers Team,

We have sent you an email and kindly ask that you review it at your earliest convenience..

Best regards,
Oscarspin Casino

maxS95

hace 11 meses

Dear AskGamblers Team,

The issue has not been resolved yet. I’m still waiting for a final response from the casino.
Thank you for your assistance.

Best regards,
maxS95

Estadísticas de quejas de Oscarspin Casino

Resueltas 2 / 2

Cantidad promedio $1,356

Duración media de quejas N/A

Tiempo de respuesta promedio N/A

Oscarspin Casino Quejas

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Is preventing me from withdrawing my money

Hello!
I have 36.900 Lek (380 euro) on my Oscarspin account but I'm not able to withdraw any of them. The withdraw button is not functional for my account. I get this message when trying to place the cash out: "Payment error...something went wrong". I've been unable to resolve this problem for more than 10 days now and no one Oscarspin is even pretending to help. They ask questions that would embarrass even a 5 years old "What nature is your problem, deposit or withdraw?"???!!!, when is clear through my words and screenshots that I can't withdraw money. I have contacted them repeatedly through emails (their live chat function is useless because they responds though bots only) but no help at all. They take at least 24 hours to respond. But last time they have responded to me was 4 days ago...
I have tried different devices, clearing cookies etc but the problem is the same. My account is fully verified and no bonuses taken. I made many deposits (screenshot attached) and I'm trying the same method to withdraw. Other methods are not available too. Attached also are some emails exchanges with them. It's obvious that Oscarspin is preventing me to withdraw my money. If they are willing to help, they would resolve that problem in minutes or send me manually my money. I asked them to do that but they stay quiet about that possibility.
Please help me get my money.

Rechazada

€380

Casino withholding funds despite proof of return

I am filing this complaint against OscarSpin regarding 1,051.89 EUR that was rejected by my bank and returned to their provider (INPAY) on Jan 15th. I have provided official bank documents (PACS.004) with UETR codes: 5a03e98d-4199-4b05-8366-8655ae164f4e and e3d447a4-9097-4039-b3cd-c61ffddd4c15. The support team is stalling and refuses to credit the funds."

Resuelta

€1,193