Onlywin Casino - загальне обговорення

Important to add that the games have extra fees from 1% to 4% depending on the game provider.

Does that mean that you always get some of those percentages deducted from your winnings or how does it work? 🤔

Do they have something like that in the Terms or somewhere where player see that?

Based on their terms, for each spin lets say 0.50cents there is an extra fee that can be from 1 to 5%. (MAgicRed casino do the same)

I see, so that's pretty unprecedented I'd say. I probably wouldn't play in a casino like this if it was going to be like this. What about you, are you okay with it or did you decide differently when you found out? What game provider has this fee the highest?

Well i guess i was too exited with the games, but after i decided to close my account permanently to avoid that casino permanently.

I'm not surprised, if I had a fee at every spin I probably wouldn't be satisfied either. But at least it's great information for players. 🙂

Hi petitgamer and Jaro,

Our team is constantly working on implementing the improvements to the player experience so we looked into your comment and had hard time finding the T&C clause you'd mentioned.

petitgamer could you specify where you came across it so it can be explored in more detail and further improvements made?

Kind regards,

OnlyWin team.

Hi, is anyone having issues with withdrawals? I am stuck in a situation that looks a bit concerning. I made a withdrawal of 1900eur and later a withdrawal of 900eur. I was told my account was under review which I understand this happens sometimes by casinos, but what was strange was it was under review for more than a week. After that they sent me an email that everything was approved and processed my 900eur withdrawal and rejected the bigger one 1900eur. I was told it was because of technical difficulties. But how come one withdrawal does not have any technical difficulties and the other one does? After that I am being lied to that at first the withdrawal would be processed within 24hours, later after that I was told that in the next 48 hours but the result is the same - the withdrawal is still not received. I see the casino has a very good rating however, their recent behaviour shows that either they are having some money problems or something else is there. But I do not believe that is a "technical difficulty" because they would not process one withdrawal and reject the other one, that just does not make any sense. So I wonder maybe somebody else is having similar issues. Or maybe somebody else has recently received a withdrawal which would also show that there are no technical difficulties with the payments.

I noticed that the extra percentage fees on spins for certain providers, as outlined in your Terms and Conditions, appear to have been removed. Unfortunately, since my account has been permanently closed, I cannot confirm if these changes have been implemented platform-wide.

On a positive note, this adjustment reflects your commitment to improving the player experience and ensuring fairness, which is commendable.

I wish you continued success with your efforts. Perhaps next year, I may reach out to your team to re-evaluate the casino and its offerings.

Regards.

This is really weird, as you describe it, but I hope that everything will be solved soon and you will be able to get to your money.

Hopefully it really is some technical problem and they will solve it.

Please surely keep us informed on how it'll go and if you need our help, we'll be ready to step in.

I have an awful experience with onlywin casino. First I was very lucky and after the deposit of 30eur and bonus of 45eur I wagered the required amount and finished with 1070eur. However, all the problems started after that. I did the online automatic verification but for some reason the documents were rejected at first. But on the second attempt everything was ok and the account was verified. But when I requested a withdrawal it was still rejected and I received an email with documents requirement that I have never received from any other casino.

Here are their requirement:

1) a photo passport from a different angle in perfect quality;

2) a selfie with a passport in hand;

3) a proof of address, such as a bank statement or utility bills;

4) A photo of yourself holding your passport and a piece of paper with today's date and the name of the casino written on it. In the background, your device screen must display your casino account with your name and balance clearly visible. All elements in the photo must be legible and unedited.

5) Screenshot of the Wallet:

You must provide a screenshot or photo of the sender’s wallet from which the deposit was made. The screenshot must clearly show the following:

- Balance of the wallet;

- Transaction history, including the specific deposit transaction(a978f129-eae8-4b7b-b3a8-a62368495d8c);

- Wallet address of the sender.

I do not understand why do they need number 2) and then number 4). Either way everything in number 4 is included and why ask for another separate selfie with passport in hands when I will send the same thing in number 4. I also do not understand why they have online verification where you upload the documents and your face is checked. Even if you complete that you still are asked for bunch of documents.

But the biggest problem is even not here. Even though I am sure these requirements are too much and I do not know what they are doing with all of these documents and I feel very uncomfortable they have all of these documents of mine either way I know that is the only way I can get my winnings. So I sent them everything they needed. Not only I sent them this I made selfies with everything they asked from different angles so everything is more than enough.

I received an email that my account would be verified in max 24 hours. Unfortunately, after I required about the verification 24 hours later they told me there will be additional verification which they cannot say how long will take. And now it has been a week since I sent all the documents. My account is active, I can play, but I cannot make a withdrawal. But I do not want to play with them at all because I am sure that is what they want, they want me to lose my funds while I am waiting. This will not happen and I will keep waiting.

I just want to share my experience with other players or future players that it is not worth playing there if you are not comfortable of giving so much of your documents to a casino you are not sure what it is going to do with it. I believe the rating this casino has does not reveal the full picture. A casino with such a rating shouldn't behave this way in my opinion

It is always important to fully cooperate with the casino and provide all the documents requested in order to get the verification done. It actually is nothing unusual for the casino to ask for these kinds of documents.

Please let us know for sure if you need any help from our team, but I hope that you will receive your withdrawal soon.

Hi mantmat!

We apologize for any inconvenience you have faced during the verification process. We take the security and safety of our players very seriously, which is why we have strict verification procedures in place. We understand your concerns and will do our best to expedite the verification process for you. Please be assured that your documents are handled with the utmost confidentiality and are used solely for verification purposes. We appreciate your patience and cooperation.

Kind regards,

OnlyWin team.

I've been playing online casinos for about 15 years and I have never been asked for such documents. Yes, ID and a selfie with ID is often asked to present. Some casinos ask for a date written on the paper, not often but in my experience 1 out of 20 casinos do that. However, asking all of these documents + again same documents with casino background on the computer that is the first time I've been asked for. Once again, where is the logic in here. If you asked me to send a selfie with my ID and a paper with casinos name and date why would you ask me a separate selfie with my ID? It looks like the casino is gathering different documents while there is no need for that. Furthermore, as you said it is not unusual for a casino to ask for these documents, in my 15 years experience a casino has never asked to send a screenshot of my ACCOUNT BALANCE. How can this be normal? I understand the transaction history and so on but not the account balance. This is once again too much and the account balance does not prove anything to them.

And yes it looks like I need some help from your team as it has been almost 2 weeks and I still am not allowed to make a withdrawal. And even though I completely disagree with you that it is unusual for a casino to ask for all of these documents I still cooperated fully and send all of them because we all know that these Curacao casinos have very little obligations and they can do practically whatever they want. I wonder where is the limit of these things they can ask for.

If you need help from our complaint team because you still haven't received your payment, please feel free to file a complaint, and we will do our best to get it solved.

Follow this link, please to do so.

Dear mantmat!

We regret to inform you that your account has been blocked, and your winnings have been forfeited due to the submission of falsified documents during the verification process.

This decision has been made in accordance with our Terms of Use, specifically:

Section 5 (Verification of Your Identity; Anti-Money Laundering Requirements), which mandates the provision of accurate and authentic documentation for identity verification.

Section 13 (Collusion, Cheating, Fraud and Criminal Activity), which prohibits any form of fraudulent activity, including the submission of false documents.

Section 13.4.1 The Operator reserves the right to withhold all funds, including winnings, if there are reasonable grounds to believe that the user has engaged in fraudulent activities or submitted false documents.

Section 13.5.1 Providing false information, forged documents, or engaging in fraudulent practices during account verification constitutes a violation and grounds for account suspension and forfeiture of funds.

Our verification process aims to ensure compliance with legal and regulatory requirements, including anti-fraud and anti-money laundering measures. Submitting falsified documents is a direct violation of these rules and is treated as fraudulent behavior.

The results of the verification investigation can be shared privately if a relevant forum compalint is submited to Casino Guru. Unfortunately, we can not assist you any further using this general discussion.

Kind regads,

OnlyWin team.

Hello,

Please be aware that tagging users is not possible here. To reply to players, please use the quote or replay buttons. These buttons allow players to get notified of your response.

Also a bit of a detail if you don't mind: complaints are not "forum complaints," just so you know.

Forum is this part of the website. Complaints work separately: https://casino.guru/complaints/all

I hope my response will be of good use for you. If you ever struggle to navigate around the forum or user reviews, please do not hesitate to contact us at community@casino.guru

Thank you, and Happy New Year! 🍀✨

I have submitted a complaint at casino guru and I will happily send all the documents I sent you. None of the documents have been falsified, there is 0 reasons for me to do that.

The worst thing is you do not even clarify what is falsified according to you, this way this could be easily solved because there is clearly a mistake from your side.

The only thing I can think of that triggered you was my bank statement has one address and my utility bills have a different address (by the way they are very close one to each other). My bank statement has an address where I live most of the time but this is my brothers apartment, therefore I do not have any utility bill for that under my name, he is the one who is paying the utility bills. However, when you requested a utility bill I sent you 2 utility bills from my apartment which I pay everything for.

But none of this is against any rules and there are none falsified documents. And if needed I can provide any utility bill and bank statement to casino guru. I pay 3 different utility bills: 1. Electricity 2. Water 3. Administration fees for the building. So I can send anything that is needed. You cannot steal my money by making false accusations. And I will prove everything to casino guru. If necessary I can send anything they ask for, even a video with online bills when logging to electricity provider or water provider.

As I wrote before this all information requirement is super too much however, now I do not care anymore.

If the casino steals my money at least I will prove that they actually stole it.

Dear Mantmat,

We rely on trusted third party services when it comes to verifying the documents of our players. Only in the cases they send us red flags back the player's account is locked due to the T&C. We will gladly double-check all the documents and participate fully in the investigation conducted by Casino Guru.

Due to obvious reasons, the documents can not be shred using an open forum thread. Once the complaint is opened, we will take active part in solving it.

Kind regards,

OnlyWin team.