Ocean Spin Casino - Spelarens uttag är försenade och inställda.

Oceanspin. I've been struggling and waiting for almost 2 weeks for them to process my withdrawal. I've made two requests for €500 and €390. They keep canceling the withdrawals repeatedly. I've submitted all the requested documents, and next, they wanted proof of the source of a €300 transaction visible on my bank statement. I've provided documents for that as well, but nothing happens. The responses in chat are vague, and I'm asked to send an email. However, no one responds to the emails at all.

Oceanspin. Pian 2 vkoa vääntänyt ja odotellut, että maksavat kotiutukseni. Kaksi pyyntöä tehty 500€ ja 390€. Peruuttavat kotiutuksia jatkuvasti. Kaikki pyydetyt dokumentit laitettu ja seuraavaksi halusivat tiliotteella näkyvästä 300€ maksusta todisteet mistä raha peräisin. Tästäkin toimittanut dokumentit mutta mitään ei tapahdu. Chätissä vastataan ympäripyöreitä ja pyydetty laittamaan sähköpostia. Niihin ei kukaan reagoi mitenkään.

Dear MarSu161,

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 and it might take a few working days to complete this thorough process.

• Could you please list which documents you have already provided and when exactly did you send 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 to support your complaint? 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

Could you list which documents you have already submitted and when you sent the last one?

I have submitted my driver's license, utility bill and selfie as soon as they asked for those confirmations. It took 2 days for me to receive the bank statement. These were submitted immediately after the withdrawal request. I submitted the document for the €300 transaction as soon as they asked for it (26.1). I have written to the chat many times and they ask me to send an email. I have also sent that many times but no one answers them and the matter is not progressing.

Have you submitted all required documents as soon as possible and in the correct format?

Everything they have asked for has been provided as soon as possible. The documents have been submitted via their website and also via email, along with a January bank statement and proof of the €300 transaction, which had them wondering.

I will email you the conversations that took place with them.

t: Marko

Voisitko luetella, mitkä asiakirjat olet jo toimittanut ja milloin lähetit viimeisen?

Olen toimittanut ajokortin, sähkölaskun ja selfien heti kun pyysivät niitä vahvistuksia. Tiliotteen kanssa meni 2 päivää että sain sen toimitettua. Nämä on toimitettu heti kotiutuspyynnön jälkeen. 300€ tilitapahtumasta toimitin dokumentin heti kun pyysivät sitä(26.1). Olen kirjoittanut chättiin monta kertaa ja he pyytävät lähettåmään sähköpostia. Olen laittanut sitäkin monta kertaa mutta kukaan ei vastaa niihin ja asia ei etene.

Oletko toimittanut kaikki vaaditut asiakirjat mahdollisimman pian ja oikeassa muodossa?

Kaikki mitä he ovat pyytäneet samantien kun se on ollut mahdollista. Dokumentit on toimitettu heidän sivujen kautta kuin myös sähköpostilla on laitettu tammikuun tiliote ja todiste 300€ tilitapahtumasta mikä heitä mietitytti.

Laitan sähköpostilla sinulle keskustelut mitä käynyt heidän kanssa.

t: Marko

I have been in contact with them again today and this time I have also provided a "proof" of the €300 payment that has been made to my account, because it surprises them so much. The picture taken from the bank's website shows the account transaction and that the payment was made by Zimpler and it is a withdrawal received from another casino.

Olen tänään ollut jälleen yhteydessä heihin ja tällä kertaa toimittanut vielä "todistuksen" siitä 300€ maksusta mikä tililleni on tullut, koska se heitä niin paljon ihmetyttää. Pankin sivulta otetussa kuvassa näkyy tilitapahtuma ja se että maksun on suorittanut zimpler ja kyseessä on toiselta kasinolta saatu kotiutus.

Thanks for the provided information.

• Has the casino accepted your explanation regarding your winnings from another casino?
• Could you please explain how much you deposited to Ocean Spin Casino?
• Are the deposits to Ocean Spins Casino visible in the transaction list on the bank statement you provided to the casino?

Has the casino accepted your explanation of your winnings from another casino?

They have not commented on any matter or document.

Could you explain how much you deposited at Ocean Spin Casino?

€100 deposit

Do the deposits you make to Ocean Spins Casino appear in the transaction list on your bank statement provided to the casino?

All transactions are shown on the account statement.

Today I submitted the same bank statements (for December and January), as well as a receipt for the €300 winnings from the withdrawal received from Bassbet casino.

Onko kasino hyväksynyt selityksenne voitoistasi toiselta kasinolta?

Eivät ole kommentoineet mitään asiaa tai dokumenttia.

Voisitko selittää kuinka paljon talletit Ocean Spin Casinolle?

100€ talletus

Näkyvätkö Ocean Spins Casinolle tekemäsi talletukset kasinolle antamasi tiliotteen tapahtumaluettelossa?

Kaikki tapahtumat näkyvät tiliotteella.

Tänään taas toimittanut samat tiliotteet( Joulukuun ja Tammikuun), sekä 300€ voitonmaksusta kuitin Bassbet kasinolta saadusta kotiutuksesta.

I don't understand what they want? I have already provided a receipt/proof of payment from the bank's website for this transaction.

En ymmärrä mitä he haluavat? Olen tästä tilitapahtumasta toimittanut jo aiemmin myös kuitin/tositteen pankin sivulta.

Thanks for the update.

Do I understand correctly you provided the bank statement in .pdf format to the casino already?

Please let me know.

Yes, I have already submitted them in PDF format many times.

Kyllä olen toimittanut ne pdf muodossa jo monta kertaa.

Today I was in contact with the chat again and was promised to take care of the matter and send an email. The matter has now lasted 3 weeks and the only explanation is that they are busy in the "department"

Tänään taas ollut chättiin yhteydessä mistä luvattu hoitaa asiaa ja laittaa sähköpostia. Asia kestänyt nyt 3 vkoa ja selitys on vain, että heillä on ruuhkaa "osastolla"

Dear MarSu161,

Could you please share with me your communication with the casino regarding the verification delay? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Hey, I emailed those discussions.

Hei, laitoin sähköpostilla ne keskustelut.

The casino finally paid the withdrawals today. Case closed👌

Kasino maksanut tänään kotiutukset vihdoinkin. Case close👌

Dear MarSu161,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru