Octocasino - Рахунок гравця закрито, а кошти затримано.

Dear Casino Guru,

I’m reaching out to you because I’m utterly frustrated with the ongoing issues I’m facing with OctoCasino. This situation has been dragging on for far too long, and I can’t get any clear answers or resolutions.

Here’s the situation:

My account was closed after I requested a withdrawal. I’ve been playing for a while and was shocked to find my account locked.

Despite the closure, I followed all instructions and provided the required documents multiple times – identity verification, credit card info, and bank details – just to be met with endless delays and back-and-forth.

After countless emails and chats, I was told I’m waiting for a card statement (despite submitting all that was asked of me), and the casino hasn’t processed my balance of 5167€ yet.

On top of this, I’ve already filed a formal complaint, but the response from OctoCasino has been nothing but vague and slow. Every time I think the issue is resolved, it gets pushed back. This has been ongoing since January 17, 2025, and it's now February 13, 2025!

I feel like I’m just being given the runaround. Every single step is met with delay after delay, with no real explanation or urgency to resolve the matter.

I’ve been more than patient, but I’m at my wit’s end. I expect you to help escalate this issue and ensure that OctoCasino is held accountable for the terrible customer experience I’ve endured. I deserve my funds, and I’ve done everything I’m required to do – yet they still seem to be holding my balance hostage without any clear reason.

Please help me resolve this as quickly as possible. Thank you for your attention to this matter.

Dear iloveraspberries020,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have any of your identity documents been approved by the casino or have you not received any information at all regarding your verification?

Could you please specify what games you played?

Did you accumulate your winnings with or without a bonus?

Have you made any successful withdrawals from this casino before?

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

Best regards

Veronika

Dear Veronika,

Thank you for your reply and for looking into my case. To clarify:

My identity documents have already been approved, but despite this, my account was locked when I attempted to make a withdrawal.

I did not use any bonus when playing, and I have not made any successful withdrawals in the past.

I've been waiting for an update on the status of my withdrawal and the reason for the account lock.

I would appreciate it if you could provide more information regarding this issue, as I am eager to resolve it as soon as possible.

Can we get the casino in here?

So this casino is high Safety..they don't even come to the casino guru website to help.

Thank you very much, iloveraspberries020, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Ok waiting again?? So what is next step for us?

Dear iloveraspberries020,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Octocasino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Octocasino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

Hello!

Thank you for bringing this matter to our attention. We truly value your feedback and are happy to work toward resolving this matter for the good of both parties.

The player's account was closed per an administrative decision to refund the funds we need him to provide us with a a document (or a number of documents), showing the origin of the funds used for depositing in our casino, for example, salary statement, proof of business ownership, selling a property, an inheritance payment, or a divorce settlement, etc. (for the last 3 months).

Please also make sure to answer the questionnaire sent by our team.

We are looking forward to your cooperation.

Best Regards,

Octocasino

Dear Octocasino,

Thank you for your prompt response and for clarifying the instructions regarding the withdrawal process.

Dear iloveraspberries020,

As you may have noticed, the casino has requested that you provide documentation to verify the source of funds used for your deposits. This is a standard procedure designed to prevent fraudulent activities, such as money laundering, and to maintain a secure and transparent gaming environment for all players.

Could you kindly provide the requested documents and complete the questionnaire sent by the casino?

Please let me know if you need any assistance. Thank you.

Money laundering I deposited 200 euro or something? They have all my history from banks i played with in there casino you can see it's coming from other bookmakers.

200 euro. Why isn't this enough you can see big amounts coming from big sportsbooks and I deposit 200 euro.

There closing the casino now?? So this behavior is common. Not want to pay what a thieves.

This is urgent. Can the casino responds?

I mean you have my statement all my salary is on there all the statement from my sportsbetting winnings it's well over a 100 euro proof that I deposited in the casino ? Guru?

Dear Octocasino,

We have noticed that your casino is set to close on March 9, 2025. Could you please confirm whether the player's issue will be resolved before then?

Looking forward to your prompt response.

Hello!

We are still waiting for the requested documents and the resolution speed will depend on the player's cooperation regarding the refund process.

Thank you for your understanding and patience!

Best Regards,

Octocasino

Dear Kubo and Octocasino,

I am writing again with growing concern, as Octocasino’s latest response (21 hours ago) claims they are still waiting for documents, despite my repeated submissions and the overwhelming evidence I’ve provided. I attached my bank statement in my last reply, showing a €3,700 winning that I used to deposit into Octocasino (via N1 Interactive Ltd), along with four months of bank statements reflecting my salary and sportsbetting winnings. This clearly demonstrates the legitimate origin of my €200 deposit, and I fail to understand why this is insufficient.

Octocasino, I have cooperated fully and provided all requested documents, including identity verification, credit card info, and bank details, since January 17, 2025. Your repeated requests for additional proof—such as salary statements or proof of business ownership—for a mere €200 deposit are unreasonable, especially when my transaction history with your casino and other bookmakers is transparent. This feels like a deliberate delay, and with your closure scheduled for March 9, 2025, I fear you are stalling to avoid paying my €5,167 balance.

Dear iloveraspberries020,

Please note that proof of source of income is a standard requirement for many online casinos, and a bank statement alone typically does not fulfill this requirement. The casino has the right to verify the source of funds deposited into your account, and the provided data must be cross-referenced between a salary statement (or another relevant document) and your bank statement.

A bank statement alone, along with your explanations, is not sufficient. Please provide the documents requested by the casino; otherwise, I will not be able to assist you.

Thank you.

I requested my payslips. It is taking a while.

I find it really disturbing that Casino Guru seems to be siding with a casino that’s about to close its doors. I’ve already provided Octocasino with my bank statement, which clearly shows all my income including salary and gambling winnings more than enough to cover the €200 deposit. It’s absurd that they keep pushing for more when I’ve given them everything they asked for. What’s next, my entire lifetime of bank statements? This feels like a blatant excuse to avoid paying out my €5,167, especially with their closure looming. How can Casino Guru justify backing them on this?

Dear iloveraspberries020,

Following standard procedures is not the same as siding with the casino. Regulations and policies regarding KYC and AML are in place at most legitimate online casinos for a reason and can’t simply be ignored for the sake of a quicker withdrawal.

Your example of requiring an entire lifetime of bank statements is both exaggerated and inappropriate. The casino has only requested proof of the source of funds flowing through them, which is a reasonable and justified request.

I wish I could force the casino to overlook this and send you the funds by this evening, but that’s simply not how it works. At this point, the best course of action is to provide the requested documents and wait for the casino to complete its review.

Thank you for your understanding.

Dear iloveraspberries020,

Thank you for reaching out to the casino and providing a detailed explanation of your income. I appreciate your thoroughness in summarizing your financial situation.

However, the casino will most likely require official documentation to proceed with your case. Could you kindly estimate the timeframe within which you will be able to obtain your payslips?

Looking forward to your response.

Everything is provided.

Dear iloveraspberries020,

Thank you for the update.

Dear Octocasino,

Could you please provide an estimated timeframe for completing the review of the submitted documents and processing the refund?

Hello!

We are still awaiting the Source of Wealth document for January. Acceptable documents include a salary statement, proof of business ownership, evidence of the sale of a property, an inheritance payment, or a divorce settlement. Kindly provide the relevant documentation at your earliest convenience.

As soon as the documents are submitted in response to the email sent to iloveraspberries020, our team will proceed with the review.

Kind regards,

Octocasino

Dear Octo,

This is not correct. I sent you deposit proof for January when you asked for it originally in February. I have also sent you 6 months bank statements showing receipt of my salary and completed the funding questionnaire you sent me. I ordered another statement for March as you asked and sent it on the 31st March to you and now you start the process again of documents you have.

Dear iloveraspberries020,

Could you please clarify which specific documents you have submitted so far?

As mentioned previously, a bank statement alone may not be considered sufficient proof of source of income. The casino provided a list of acceptable documents nearly two months ago. Unfortunately, if the requested documentation is not provided, we will be unable to assist you further, as we cannot and will not compel the casino to bypass their established procedures and legal requirements.

Thank you for your understanding.

Hi,

The Casino have had the following which is:

standard kyc

Selfie with passport

Proof of card used to deposit in the casino

Statement for that card for January showing deposits made to the casino

payslips for 3 months

bank statements for salary for the last 6 months.

Source of wealth questionnaire

Iban information to return balance to me.

Octo Casino reply to me asking for the same Luxon statement showing deposit i sent them in February which i did again and currently no further communication with me.

Dear iloveraspberries020,

Thank you for the clarification.

Dear Octocasino,

Based on the information available, it appears that the player has already submitted all the requested documents. Could you please review the emails from the player once more and confirm this?

Thank you for your cooperation.

Hello!

In the previous emails, no new documents have been provided since our last mention of what is required.

The remaining document required is the Source of Wealth for the month of January. Acceptable forms of documentation include the following:

• Salary statement
• Proof of business ownership
• Proof of property sale
• Inheritance payment
• Divorce settlement
• Employment agreement
• Tax declaration for the most recent taxation period

None of the documents submitted so far meets these requirements. 

Kind regards,

Octocasino

You have my luxon pay account he Luxon Pay statement (1 January 2025 to 29 January 2025) explicitly shows the funds used for deposits to your casino, as well as additional income from gaming winnings (€5,702.85 in January 2025). This statement directly addresses your request for documentation showing the origin of funds for January 2025 deposits.

Same generic reply.

I sent it to jakub to? Could casino guru finally help now?

Why does it take so long for casino guru to responds this is a clear case.

Dear thommythegun,

Thank you for your clarification. However, the casino is still requesting a payslip specifically from January, while the four you’ve submitted are all dated from March. Given this, I can understand why they continue to request the specific document.

Could you kindly clarify why you’re unable to provide a similar payslip for January? This would allow the casino to cross-reference the transactions on your bank statement more accurately with your income source.

Dear Octocasino,

Could I kindly ask you to review the player’s documents and the explanation provided once more? The player has shown consistent cooperation throughout the process and offered a reasonable explanation.

Given that the provided payslips clearly reflect the name of the company from which the player receives income - a name that also appears in the provided bank statements - there seems to be a valid basis for verifying the legitimacy of the income without requiring the exact January payslip.

With that in mind, would it be possible to consider easing the documentation requirements and accept the documents already submitted? A compromise here could help expedite the player’s withdrawal, which has already been significantly delayed.

I truly appreciate your cooperation and look forward to your response.

Hello!

Following a thorough review, the submitted documents have been accepted.

The refund process has been initiated on our end, and we are working to complete the transaction as swiftly as possible. You will be informed at the earliest opportunity once the funds have been successfully released.

Best regards,

Octocasino

I am still not paid how long will this take??

Dear Octocasino,

Thank you for expediting the process and accepting the player's documents.

Could you kindly provide an estimated timeframe for processing the player's refund?

I appreciate your cooperation.

Dear thommythegun,

We are pleased to inform you that the refund has been successfully processed on our end today.

Typically, bank transfers are handled by the payment provider within approximately one banking day. However, in some cases, it may take up to five banking days for the funds to be credited to your account.

If you do not receive the funds within five banking days, please contact us, and we will be happy to assist further.

Best regards,

Octocasino

Dear Octocasino,

Thank you for your prompt response and action, as well as for your cooperation throughout the resolution process.

Dear thommythegun,

We’re approaching the successful resolution of this issue. Please confirm once you’ve received your refund so that we can proceed with closing the complaint as resolved.

Thank you.

They paid! Can close the complaint.

Dear thommythegun,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo