Octocasino - Hráčský účet byl po výhře uzavřen.

This casino is seriously getting on my last nerve. They closed my account right after I won, and when I asked why, they said they needed documents for verification.

I’ve been nothing but cooperative. I sent everything they asked for. My passport, proof of address, proof of my Skrill account, a selfie holding my passport, my skrill statement, proof of funds, and even filled out some document they had me complete.

This has been dragging on for two months, and now they’re asking for yet another document. I’ve already given them everything they could possibly need, and more.

I honestly can’t deal with this alone anymore. They’re clearly just playing games with me at this point, and I’m done being strung along. Please help me with this.

Hello soulsister,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Octocasino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

My verification process has been ongoing since February 10th, when I first submitted my passport and proof of my Skrill account. Since then, I’ve also sent a selfie with my passport, a Skrill statement, and completed a form they asked for. Later, I provided a bank statement and a document regarding my carer’s allowance.

Most of this communication has been done via email, so I have no clear overview of what they accepted or not, they just kept asking for more documents every time I sent what they requested. I’ve had to resend some documents multiple times, and despite all of this, they continue to delay the refund of my money. At this point, I’ve provided more than enough, and it really feels like they’re just playing games and stalling the process.

Hello soulsister,

Would it be possible to forward the communication between you and the casino related to this case to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

Hi, i sent you documents to your email. Thank you!

Thank you soulsister for all the information provided so far. I will now forward your complaint to my colleague Jana (jana.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear soulsister,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Octocasino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hello!

We would like to inform that the Skrill account has been accepted. However, in order to complete the verification process, we still require additional documentation.

Specifically, we kindly request a bank or payment account statement that clearly shows the deposit of social welfare payments. This statement should include your name, the account number, and the relevant transaction details indicating the source of the funds.

Providing this documentation is necessary to confirm the origin of the funds and to ensure compliance with our verification requirements.

We appreciate your cooperation and ask that you submit the requested document at your earliest convenience so that we may proceed accordingly.

Kind regards,

Octocasino

Dear soulsister,

I understand you may feel frustrated about your delayed withdrawal. However, the casino doesn´t have the luxury to see you in person and verify your documents personally, to ensure the funds go to the right owner, I would recommend that you comply with the casino´s request for extra documents for verification. As the casino mentioned earlier in the conversation, please send the additional documents for verification.

In case you have any questions, don´t hesitate to contact me. Once you upload all of the documents, please let me know.

Hi,

I want to clarify that I can’t provide the document you’re requesting, as I receive my carer’s allowance by post rather than into a bank account. Because of this, I don’t have bank statements or similar records to show those payments.

What I have provided is the official carer’s allowance document, which clearly shows the amount I receive weekly. In Ireland, this is considered a valid proof of funds and should be accepted accordingly.

This allowance is my only source of income, as I’m a full-time carer for my son. If I had the type of document you’re looking for, I’d be more than happy to send it—but it simply doesn’t exist in my case due to the way the payment is made.

I hope this clears things up, and I’d really appreciate it if the documents I’ve already sent could be reviewed again so we can resolve this matter quickly.

Hello!

In this case, you may provide a bank statement that clearly shows the transactions made to your Skrill wallet. The statement should include relevant details such as the transaction dates, amounts, and the recipient information confirming that the funds were sent to your Skrill account.

Kind regards,

Octocasino

Hi,

I’m genuinely frustrated at this point. I’ve already sent you all the required documents multiple times, including the Skrill statement that clearly shows the funds came from casino winnings. Yet, I continue to be asked for the same documents over and over again.

This has been dragging on for months. I made a legitimate winning, and instead of processing it, my account was closed without any explanation or evidence of wrongdoing—which, for the record, I have not done. I’ve been fully cooperative throughout this entire process, but the repeated back-and-forth, lack of communication, and ongoing refusal to release my funds is beyond unprofessional.

Dear soulsister,

The Company adheres to and complies with "Know your customer" principles, which aim to prevent financial crime and money laundering through client identification and due diligence.

The Company reserves the right, at any time, to ask for any KYC documentation it deems necessary to determine the identity and location of a user at Octocasino

We reserve the right to restrict the service, payment, or withdrawal until identity is sufficiently determined, or for any other reason in our sole discretion based on the legal framework.

We take a risk-based approach and perform strict due diligence checks and ongoing monitoring of all clients, customers, and transactions. As per the money laundering regulations, we utilize three stages of due diligence checks, depending on the risk, transaction, and customer type.

We kindly request that you provide a bank statement in your name showing transfers made to the Skrill wallet farrelllouise50@gmail.com, as well as evidence of receipt of benefits.

Once the required documents have been submitted, we will be able to proceed with the verification process.

Best regards,

Octocasino