Ocean Spin Casino - El retiro del jugador se retrasa debido a las repetidas solicitudes de verificación.

Hello. On 4/2/2026 I requested a payout of my winnings.

After verification and payment of part of the money, 42,000 CZK remains in my account,

which have not been paid to me yet. The casino is again requesting the same documents that they have already verified and paid me part of the money thanks to them. However, now the same documents do not meet the requirements and after submission, another one is requested again.

For the first time, a selfie + a selfie with the computer turned on with the Oceanspin website on the monitor and my ID are requested, this cycle is already very humiliating and stressful. I am asking for your help and thank you for your response.

Dobrý den. Dne 4/2/2026 jsem zažádal o vyplacení výhry.

Po ověření a vyplacení časti peněz zbývá na mém účtu 42 000 czk,

které mi dosud nebyly vyplaceny. Kasino opětovně vyžaduje stejné dokumenty, které již ověřili a vyplatili mi díky nim část peněz. Nyní však stejné dokumenty nevyhovují a po předložení je opět vyžadován jiny.

Po několikáté je požadováno selfie + selfie u zapnutého pc se stránkami Oceanspin na monitoru a mým dokladem totožnosti, tento cyklus je již velice ponižující a stresující. Prosím vás tímto o pomoc a děkuji za odpověď.

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Dear Majlou

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Have you made any previous payouts from the casino? Is your player's account accessible to you?
• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas