Onlywin Casino - Hráč čeká na výhry z nevyřešených sázek.

Hello. I have played live casino game monopoly game from evolution provider and snake& laeder game from pragmatic provider. My bets are accepted and I didn't received my winning it was total four unfinished bets which I didn't received the winning for and I have contacted the evolution provider they told me that your issues are resolved from our side you have to contact the casino customer service I have contacted the casino customer service they are saying we didn't received any response from evolution provider. Normally the process takes 48 hours to resloved the issue and its tooks more the maximum time I am really disappointed and I don't know where is exactly the issue. I need help about this issue it's second time I am complaining about same issue

Beste regards

Wali19

Dear Wali19,

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

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

• Could you please provide supporting evidence of your case?
• Please share the records of the bets from your gaming history and any relevant communication from the provider and the casino regarding the issue.
• My email is tomas@casino.guru

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

Best regards,

Tomas

Hello. Tomas

Thank you for reviewing my case

I am gonna send you the conversation with onlywin casino customer service you can see everything discussed about my issues

Beste regards

Wali19

Hello. Tomas

I have forget to tell you that onlywin casino delay my case they don't speed up the process the reason way they doing I don't khow so please tell them resloved my issues soon as possible because its four dayes from my issue

Hello. Tomas I have been scammed by this casino which I have decided to delete my account but my winning which is onder the investigation of delayed via casino I want yo withdrawal my winning so please tell them resolved my issue and cashout my winning the casino is full of issues I don't want play anymore on this casino but I want issue winning back

Hello Wali19!

Really sorry to hear about the decision to delete your account. We are in fact still waiting for the reply from our Game Provider. Adding the screenshots to let you know that the issue is being taken care of and not left hanging.

Thank you for the patience, we will be trying to reach the provider and once we hear from them, I'll get back to our chat straight ahead.

Kind regards,

OnlyWin team.

Hey Wali19,

We just got a reply re Monopoly game. That led to us refunding 92 EUR. Attaching the screenshot. Still waiting for the reply re Snakes & Ladders Live. Will keep you updated about the result.

King regards,

OnlyWin team.

Hello. Tomas &onlywin casino

I have received 92 euro winning from monopoly game which two issues has been resolved and two issues is not yet resolved,

Thank you tomas&onlywin casino

Beste regards

Wali19

Hello Wali19,

Thank you for you patience. We're still waiting for the update from our game provider. Here's the screenshot from yesterday's evening. 

Tomas, is there a chance to add the time to our case? Since it's something we're not in direct control of, unfortunately.

Kind regards,

OnlyWin team.

Thanks both parties for the reply.

Since the resolution of the issue depends on a third party -that of a provider, we understand this might cause delays.

I'll set the timer to 14 days, kindly inform us about any updates in the meantime.

Hello tomas

I respect your 14 dayes timer but as you can see that it's already twoo weeks from this issue and still this issue is not resolved, I asked to the onlywin casino to share with me the game number ID which I had issue on it that I can contact the pragmatic gaming provider to ask them speed up the process, unfortunately the onlywin casino don't want give me this information for what reason I don't know, but according the terms and conditions of gambling the player is allowed to get this information from casino. And I have also faced new issue with deposit 2k via bank transfer which is not arrived I am waiting for 2 dayes

Beste regards

Wali19

Hi Wali19,

I would really love to help you speed up the process but the game aggregator hasn't responded yet. The team texted them again several times, you can check the screenshot below.

Hope they would reply shortly.

Kind regards,

OnlyWin team.

Hello. Casino guru

I have really big issue with on this casino, after depositing more than 150k on this casino, today on Monday they have closed my account with 60k in my my account balance, I aksed the reason, they are saying we need certain documents about your funds and salary, I told them my account is fully verified I have also withdrawal few times without any problems and now asking me that type of documents which is not allowed to share with third party, I am gambling since 6 years no casino has asking me this type of documents, when you open account in casino the terms and conditions of verification is that you send them the ID documents, bank cards and proof of address, I send them all this documents from first day of reopening my account which was accepted, and now I asked them , I want to withdrawal my money from my account and not playing on this casino anymore, but they refused my request and trying to scaam me in any way ,

So please help me about this issue casino guru, remainder that my another issue which took more than twoo weeks I still not resolved

Beste regards

Wali19

Hello. Tomas I couldn't set my new complain because I have already open complain, please this issue is more important than my previous issue

Hello. Tomas

My new issue is more important, the casino asking me source of Payment documents I send them that documents for last 3 months, and stil no feedback, I want withdrawal my winning, and not playing anymore on this casino, and I want to more focus on this issue because I have around 60k in my account and this money i want withdrawal

Hello. Tomas, is possible to close my previous complaint about unfinished bets, and continue with the new complaint which I have submitted hier , this issue is most important than any others issues, the casino trying to take my money, the terms and conditions what they are talking about, I have never seen on another casino before and also I didn't khowed on this casino, but one think very clear that my account was fully verified and I have already withdrawal few times without any, way they closed my account when I had big amont in my account its really wired, I am just worried about it please help me about this issue,

Beste regards

Bakhtyar walizada

Dear Сasino Guru Team,

Thank you for your cooperation in this case.We would like to inform you that this player was blocked from our side by request from the AML team of our payment provider (mentioned as Swiss Financial Institution).

The provider requested to make the checks of deposited funds by the client and complete full KYC verification. In addition to the documents confirming the identity, the provider asked to provide the document which confirms the origin of funds the client deposited from 01.10.2024 to 28.10.2024 (Source of wealth).

At the moment, the client has not provided us with any document certifying the origin of the entire amount of deposits. We are still waiting for the documents from the player covering the abovementioned dates. The provider, on its part, has started checking the origin of these funds, and we, as a casino, are waiting for the result of this check.

Thank you for your understanding in this matter.

Kind regards,

OnlyWin team.

Hello. According to the source of Payment which was asked from me I send it all documents including payslips and tax documents and winning documents on another casino but my documents was rejected, the deposit I have made on this casino was successfully with no issues way I should I have also send it the transaction statement, and this documents also rejected, as I khow about SOW documents I send all necessary documents my issue is not about deposit it was about sow verification documents which I have send it , the one think I want to khow very clear which is final decision from AML department, when I khowed the final decision after that I wil take a serious action against the AML and casino, I don't believe any department which is located in curaçao, because after research about curaçao laws and gambling licences authorities, they have not resolved players issues, no one trust on curaçao license, I have submitted complaint in Europe gambling commission, and I wil do everything to get my money from this casino, I have complaint on curaçao license and I have applied a lawyer who is waiting for final decision from casino and AML department,

Beste regards

Wali19

I apologize for not replying sooner.

I believe we can continue with bot issues here.

Dear Wali19,

The source of wealth verification is nothing unusual for licensed casinos to request. Such verification is usually triggered after a certain amount of deposits or withdrawals is reached.

I appreciate your cooperation in providing the documents in good faith, although it's unfortunate these documents weren't approved.

Dear Onlywin Casino,

Could you please share the reasons why the documents were rejected?

If there are any steps for the player to take to pass the verification, please outline them here.

I'll await your reply.

Best regards,

Tomas

Hello. Tomas

Thank you for reviewing my case , So for as I khow about my documents that I provided to the casino was not acceptable, when my documents is rejected, than should show casino final decision about my issue, the customer support says only one think in the chat your documents is not acceptable and we are waiting for AML department to che your transaction, I have all documents provided , and rejected, its means providing documents is useless, my issue was sow documents, which I rejected, way takes so long they should give the final decision about my winning which is in my account, I want takes action against this kind of fraud , but they don't share with me the final decision, way I should wait for AML department, when they rejected all my documents , I want final decision about my winning, I am not hier for reopen my account, I am hier for get my money back from this casino the account should close I don't care about that

Beste regards

Wali19

Hello. Tomas,

According to my twoo complaints on onlywin casino has not yet resloved, i am still waiting and patient, and I have my money in my account, if this complaints platform is really helping about resloved the issue, than I want to ask for taking seriously action against the casino, as a gambler with 6 years experience I have never waited so long for answer, I recepect the rules of gambling but some casino are cheating the players, and they don't recepect there own terms and conditions, according the time that casino guru give to the only win casino , in this time frame should make final decisions, because I have funds in my account which I have right in any way to get my money, so I kindly asking to casino guru help me about getting my money back , the casino has reached more than maximum time for answer

Beste regards

Wali19

Hello. Tomas,

Can you please tell , if casino didn't response in the time frame that you give them ,what wil be next step, I am sure they don't want response they just want take my money, as I khow all online casino started cheating and scamming the players , I just want my money back from this peoples

Beste regards

Wali19

Hi Tomas,

The documents were not rejected, they are simply not enough of them. There should be SOW documents provided covering full amount deposited. The client hasn't provided such documents covering all the dates up to Oct 28th included.

We are also still waiting for a reply about the players depositing activity from our Payment System Provider. Unfortunately, the investigation on their side is still in progress. Having the documents proving SOW from the player covering total sum deposited would be a great help here as well.

Kind regards,

OnlyWin team

llo. Onlywin casino

I send it all documents which was asked , and I don't have any issues abouts deposit way should I provide this documents, my all deposits was successfully arrived without any issues, I send it all my payslip and win on another casino documents, even tax documents this documents is part of sow documents which is needed for sow verification , I have provided all sow documents , and when my deposits are successfully arrived than I have to right get my money back according the terms and conditions of gambling, onlywin understand everything, they just don't want give my money back,

Beste regards

Wali19

Hello. Tomas

I have sent it new documents which I received from my bank , this documents is about source of funds from 01/10/2024 until 05/11/202 onlywin casino has received my documents, and I am kindly asking to process my issue

Hello. Thomas

I have nothing heard from onlywin casino about my new documents that I send it them, can you please resloved this issue with casino under gambling terms and conditions, to get my money back which is in my account, I don't want my account to be open , I want my winning money back, from them, thank you

Beste regards

Wali19

Dear Wali19,

I understand the AML and source of wealth verification must be frustrating for you. it's commendable you sent all the requested documents as soon as possible and that you cooperate with the casino as best you can.

• Could you please explain how much did you deposit in the casino for the discussed period?
• Were you able to submit information on the full amount of deposits to the casino?
• If not, what are the obstacles to submitting this information for you?

Dear Onlywin Casino,

• Were the newly submitted documents satisfactory?
• Kindly share any obstacles in concluding the verification of Wali19's account.

Hi Tomas,

Thank you for your patience in this case. It's as much an inconvenience for us as it is for all the parties involved. We awaited the investigation of the AML team from our payment system provider to be conducted, which was the primary reason we needed more time on the issue.

The investigation has just been finished and we received a formal confirmation with the transactions made by the player. Apparently, fraudulent schemes were used by the player that involved abusing some technical gap of the PSP. Additionally, the player also expressed a wish to withdraw the money he had not initially deposited. This led him to creating multiple complaints with different sites, Casino Guru being the first one.

Please, find the screenshots of the official letter from the PSP team with the detailed bank transfers of the player attached.

Taking all the above-mentioned to consideration, the player account of Wali19 was blocked in our casino without a possibility of ever being restored.

Kind regards,

OnlyWin team.

Dear Wali19,

Could you please comment regarding the allegations?

If you have evidence refuting these claims, kindly submit them.

Hello. Tomas

Sorry for late response,

According to this documents which onlywin casino has provided i want to say that I have never made any transaction via my Mastercard as a larg among and they khow this very well because I told them many time that I have limit on my Mastercard which I can only make 500 euro deposit weekly , I don't khow from where this documents they have provided, I was a loyal player on this casino, i have also provided my Mastercard bank statements , there was no transaction According to this documents, I don't khow i am just fully confused, because it's not my first time to be scamad on online casinos, it's happened many times to me on deferent casino, they have secure deposit method, and I didn't even made a deposit via bank transfer, which can be taken long time , I made all deposits instant

Kind regards

Wali19

Dear Wali19,

Could you please explain how much you deposited in the casino and provide a bank statement confirming said deposits?

Send this information to my email at tomas@casino.guru

Hello. Thomas

My bank account and bank card is blocked for some reason I have closed unfortunately i can't provide any documents anymore,

However, I am asking for my money in my account, it's not my first time that I have been scammed, many times casinos scammed my money

Hello, Thomas

If they think i am scam of fraud than I am kindly asking to casino dicuss this case face to face with there regular body in the court of Belgium , this is important to me

I had same issue on another casino and we have resloved the issue face to face

Dear Wali19

Based on the description of events, and allegations against you, this evidence is crucial for us.

If you aren't able to supply it we won't be able to assist you.

Best regards,

Tomas

Casino.Guru

Dear Wali19,

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.

Dear Wali19,

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.