OshCasino - El jugador cree que el reintegro se ha retrasado.

I wish I had seen the previous complaint before playing at this casino, because I'm having very similar issues with this casino.

On July 28th I received an email saying that if I deposited $30, they would match $30 no wager. I ended up winning $900 after awhile and decided to withdraw it. When I went to do my KYC verification, I had problems uploading my documents for some reason, so I emailed them instead. KYC verification is supposed to only take up to 72hours as per their terms and conditions. So when after 72hrs I hadn't received any reply regarding my verification, I decided to go back to the site and tried uploading again, and this time it worked. But it's been over 72hours again and my profile is still not showing as verified. This entire time my withdrawal request has been sitting as pending. Also, I haven't been able to get a reply from live chat or via email

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Dear Bellaess,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi again. I just wanted to mention that in their faq section it says that KYC can take up to 72hrs. Then that bank transfers can take up to 5days but all other methods are instant up to 2days. I did my deposit and withdrawal by interac which is generally instant at any casino I've played at, so I should have had it by now. Not that I can ask the casino, because customer support hasn't replied to various attempts by email and live chat

Dear Bellaess,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

There's been a small update. A couple of days ago, they approved most of my KYC documents. All except my statement, stating that it didn't show my last deposit made to the casino. I am from Canada and a common way for us to deposit is to use interac. So the money gets sent from our acct to a payment processor who then sends it to the casino. It helps protect sensitive account info and is generally instant. Due to that, my bank statements show the payment made to the payment processor, not the casino itself. I resubmitted my bank statement and emailed the casino to explain this, but as always I have not heard back from the casino nor have my documents been accepted as of now.

I just wanted to add that I resubmitted my bank statement on Aug 9. Also that my withdrawal request is still just in pending status.

Thank you for the update, Bellaess.

As I understand it, the withdrawal hasn't been processed yet because the account verification is still pending. Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

If you email me, please also update the complaint thread so I'm notified. Thank you in advance for your cooperation.

Hi! I have emailed you any relevant information and look forward to your reply.

Dear Bellaess,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucka, (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Hello Bellaess,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear OshCasino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.