Oscarspin Casino - La cuenta del jugador ha sido deshabilitada.

Preface - This is not a complaint about SPORTS.

I have had my account at OscarSpin for one month. I have played BOTH casino and sports at different times. I have taken NO SPORTS bonuses.

I have had numerous deposits and withdrawals no issue.

I withdrew €250 of my balance 3 days ago. I then tried to log back into my account to withdraw the remaining 318. I was then told my account was disabled and received the attached from the agent. She then said I did 'Bonus abuse'.

This is untrue. The funds in my account were from cash bets on casino and some on sports. No money was made from Bonus. I cancelled all casino bonuses I was given and there was never any conversion from a bonus to withdrawable cash.

It also makes no sense as they processed my €250 no issue. The remaining €318 was still from that balance.

This complaint is therefore about my account being disabled and the casino attempting the theft of €318. This is against consumer law. It is also not relevant to me as no more was made from bonuses on casino.

Thanks

Dear kezzamitchell,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Oscarspin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Could you please explain when you requested a withdrawal of your winnings and when your account was verified?
• Which documents have you submitted during the verification of your account?
• Did the casino later specify the reason to be bonus abuse? Did you save the conversation regarding these allegations?
• Which of the welcome bonuses have you activated and played?

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

Best regards,

Tomas

Could you please advise how long you were a player at the casino and when exactly your account was blocked?

Over a month. Multiple deposits and withdrawals.

Could you please explain when you requested a withdrawal of your winnings and when your account was verified?

They make you verify with sumsub before you withdraw. Passport, Bill etc. I had multiple deposits and withdrawals and withdrew 250 from the current balance with 318 remaining (No more deposits since)

Did the casino later specify the reason to be bonus abuse? Did you save the conversation regarding these allegations?

No. I have taken no bonuses since my last deposit? I also have not accrued any of the balance from any bonus conversion. All bonuses were cancelled when added to my account.

Which of the welcome bonuses have you activated and played?

I deposited 200 maybe a month ago and used the casino bonus but lost my deposit and the bonus. I have done multiple deposits and withdrawals since then tho...

Thank you very much, kezzamitchell, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you kezzamitchell for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Oscarspin Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help resolve this issue.

Thank you!

Thank you.

I should inform you that I have instructed family solicitors and the casino has until the 5th to settle or it is being sent through courts.

Dear kezzamitchell,

We would like to inform you that a refund of the specified balance has been agreed upon and has been sent to the solicitor with whom we have been communicating.

We now await your response regarding this matter.

With reference to the closure of the account, we would like to draw your attention to Clause 10.3 of our Terms and Conditions:

Company reserves the right to close your User Account and to refund to you funds from the balance of the User Account, subject to the deduction of relevant withdrawal charges, at Company’s absolute discretion and without any obligation to state a reason or give prior notice.

Thank you for your understanding.

Best regards,

Oscarspin Casino

Thanks for update.

I have emailed my solicitor but won’t hear until tomorrow.

will update when I get confirmation.

Dear kezzamitchell, Thank you very much for the update. We will keep this complaint open until you confirm your refund has been received. Please keep me informed about any further developments.

Dear kezzamitchell,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of kezzamitchell. We received the following message:

The casino settled with my solicitor and I received the payment.

Dear kezzamitchell,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter