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
