OshCasino - Виведення коштів гравцем затримується через проблеми з верифікацією.

Hello,

I received before a withdraw from Oshcasino. Then I win again, then they asked me to provide proof of income.

I sent them my payslip from my job. Then they sent me:

We have received your document as proof of account ownership.

However, to continue verification process, please provide a salary slip that clearly shows:

-The entity from whom you receive your salary.

-The details of the salary payment (so we can verify the source of income)

Then I sent this reply back:

I receive my salary from Nordre Follo municipality see on my Payslip above left corner, ( English translation: Northern Follo Municipality I receive my salary from)

My job description is social worker in the municipality.

Then they sent me back:

We have received your document as proof of account ownership.

However, to continue verification process, please provide a salary slip.

I did sent them my salary slip with all information shown.... I dont know what to sent else.

Important notice:

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that verifying the proof of income seems to be the only issue at the moment?
• Have you provided any other documents to verify your account, and have they all been approved?
• Have you been given any explanation for why the payslip was rejected or considered insufficient?

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,

Kristina

Hello Kristina,

Yes i will answer the questions.

Do I understand correctly that verifying the proof of income seems to be the only issue at the moment?

Correct

Have you provided any other documents to verify your account, and have they all been approved?

Yes I been approved and verified, they paid me out like 10 days before around 1100 dollar. I win second time for 900 dollar, now they cancelled the withdraw and asking to verify my source of income. I sent them my pay slip with all the details on it but they dont accept it, they want Salary slip but its the same..

Have you been given any explanation for why the payslip was rejected or considered insufficient?

I email 2 times explaining that the payslip what I sent is my salary paper.

They only sent this back:

Hello Ammar,

We have received your document as proof of account ownership.

However, to continue verification process, please provide a salary slip that clearly shows:

The entity from whom you receive your salary.

The details of the salary payment (so we can verify the source of income)

This information must be visible on the document.

Once we receive this document, we will be able to continue with the verification of your account.

Thank you for your understanding and cooperation.

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Hello Kristina,

I all sent the email communication to [email protected]

Thanks

Hello,

I just want to inform that I am in contact again, they email me and now asked for my Tax return from 2024 I sent it. So lets see what the outcome is..

Thanks

Ammar

Alright. Let's give it a few more days so that the casino has enough time to review the document. Please let me know if there is any development, so that we can proceed accordingly. Thank you.

Hello Kristina,

I got a response back, so I sent my offical Tax return PDF. Now they want this:

Please provide an official tax return document signed and stamped. Generated PDF copies are not valid.

So this is my offical tax return form my goverment, now they want it signed and getting it stamped somewhere? I dont know where to get it stamped or what stamp they are looking for.

I would like the help of Casino Guru again, I am stuck I provided the documents they want but they keep on asking for new things that I dont know.

Regards,

Ammar

Dear ambaha90

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear ambaha90,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from OshCasino to join this conversation. Their input should help us move the case forward more efficiently.

Dear OshCasino,

Please provide detailed information regarding the player’s issue. In particular, we would like to better understand what is causing the delay in the player’s verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Casino Guru team,

Thank you for your efforts in mediating between players and operators.

In general, and in line with our Terms and Conditions as well as applicable KYC and AML requirements, OshCasino is required to carry out standard customer verification before any withdrawals can be considered. This may include verification of the player’s identity, age, location and payment methods, as well as additional security or risk-based checks where appropriate.

In the case you are referring to, the current delay is linked to the completion of these mandatory verification procedures and/or documentation which has not yet been fully provided or verified. Until these requirements are met, we are not in a position to finalize our review of the account or to comment publicly on the outcome of any withdrawal-related requests. In addition, due to data protection and privacy obligations, we are limited in what we can disclose in a public forum.

We therefore once again kindly invite the player to contact us directly from their registered email address at:

[email protected]

By contacting us directly, the player will receive a case-specific explanation of what is required in their situation, and we will be able to review the account further and address all questions through the appropriate private channel.

Best regards,

OshCasino

Dear OshCasino,

I fully understand and respect your data protection and privacy obligations. At the same time, I also have a responsibility here to protect the player and ensure they understand exactly what is required to complete the verification process.

Could you please clarify exactly what additional documentation or information is still needed, without disclosing any sensitive data publicly? This will allow the player to provide the correct documents and help complete the verification without further delays.

ambaha90, please continue to keep us updated on any communication from the casino so I can monitor the case until it is fully resolved.

Dear Casino Guru team,

Thank you for your understanding and for facilitating communication in this matter.

At this stage, we would like to clarify that the verification process is still pending due to the absence of formally valid and compliant documentation required under applicable AML/KYC regulations.

For the avoidance of doubt, we are currently awaiting the submission of documents that are legally valid and verifiable, in accordance with regulatory requirements.

Please note that informal copies, screenshots, printouts, or unverified reproductions of documents cannot be considered sufficient or legally binding evidence for Source of Funds (SOF) verification purposes.

Once the requested documentation is provided in an acceptable and compliant form, and successfully verified, we will be able to proceed with the review without undue delay.

As previously indicated, due to data protection and confidentiality obligations, any case-specific details regarding the exact documents requested can only be communicated directly to the player via private correspondence from their registered email address.

We appreciate your cooperation and the player’s understanding, and we remain ready to complete the verification as soon as the required documentation is properly submitted.

Best regards,

OshCasino

Dear ambaha90 and OshCasino,

OshCasino, thank you for your clarification regarding the verification requirements and for guiding the player on providing the necessary compliant documentation.

ambaha90, please follow up directly with the casino via your registered email to submit any remaining documents they require, and keep me informed of any responses so I can continue to monitor the case.

Hello Samuel,

Thanks for helping. I sent Oshcasino all offical PDF documents from my work Nordre Follo municipality payslip.

And I downloaded and sent my Tax return 2024. Can I sent these documents here so you can check if they are official Samuel?

As Oshcasino want this from me see image below. Please provide an official tax return document signed and stamped. Generated PDF copies are not valid.

I dont know where to get my tax return singed and stamped??? I am stuck now, I can upload the same document again but they will will cancel it again. I download it from my goverment website.

Regards,

Ammar

Dear ambaha90 and OshCasino,

OshCasino, thank you for your clear explanation regarding the verification requirements and for guiding the player on which documents are needed. I appreciate your cooperation and your engagement in this case.

ambaha90, to help me review the documents and provide guidance, you can either upload them here in the thread or send them directly to me at [email protected]. I can then confirm if they appear compliant and advise you on the next steps.

Please keep me updated on any responses from the casino so I can continue to monitor the case and assist where needed.

Hello Samuel,

I sent to your email the 2 files I was unable to upload the PDF here, my payslip and tax form 2024 to [email protected]

Dear OshCasino and ambaha90,

for clarification, I would like to add an important context regarding documents issued in Norway.

In Norway, official documents such as tax returns (Skattemelding) and income statements are issued digitally by the tax authority (Skatteetaten). These documents are provided as downloadable PDF files via the official government portal and are not signed or stamped, as physical stamps or handwritten signatures are not used in this process.

PDF documents downloaded directly from the Norwegian government portal are considered official and valid records in Norway.

OshCasino, could you please confirm whether such officially issued digital documents are acceptable for your verification purposes, or advise what alternative form of confirmation would be acceptable in cases where signed or stamped versions do not exist?

ambaha90, please keep me informed of any response you receive from the casino.

Dear Casino Guru Team,

Thank you for bringing this matter to our attention.

For the purpose of KYC and AML compliance, OSH Casino can only accept tax return documents that include verifiable authentication elements allowing us to independently confirm their legitimacy.

To clarify, we require that Norwegian tax documents contain at least one of the following:

• a digital signature or official seal issued by Skatteetaten, or
• a verification code, QR code, or digital certificate that enables document validation, or
• a certified or attested copy issued by Skatteetaten or another authorised Norwegian institution.

A generic PDF downloaded from the Skatteetaten portal that lacks such verification features does not meet our compliance standards, as it cannot be independently authenticated. These requirements apply uniformly to all jurisdictions, irrespective of standard local document formats.

We remain willing to review the player’s verification again once a version of the document including verifiable security features is submitted.

Kind regards,

OSH Casino

Dear OshCasino Team,

thank you for your detailed clarification regarding the verification requirements.

Dear ambaha90,

based on the casino’s response, the next step on your side is to obtain a version of the tax document that includes a verifiable authentication element, as outlined by OshCasino (for example a verification code, digital certificate, or a certified/attested copy issued by Skatteetaten or another authorised institution).

If the standard PDF from the Skatteetaten portal does not include such features, you will need to contact Skatteetaten directly and ask whether they can provide an officially certified or otherwise verifiable version of the document.

Once you are able to submit a document that meets these criteria, please inform us here so the casino can continue with the verification.

Hello Samuel,

Ok thanks for the instructions, I will try to go after this document to find it.

Dear ambaha90,

thank you for the update. Please let us know once you have any news regarding the document so we can proceed.

Dear ambaha90,

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.

Hello Samuel,

I order the new documents stamped and signed, I am waiting for them to receive. I will let you know here when I got it and upoad it to Oshcasino.

Regards,

Ammar

Hello Samuel,

I received the signed and stamped document. I made a picture of it and sent it to your email

[email protected] and I uploaded the document in Oshcasino account page. I will keep you updated here if I hear any news from Oshcasino and get my money out.

Dear Ammar,

Thank you for the update and for providing the signed and stamped document. Please continue to monitor your Oshcasino account and let me know if Oshcasino has accepted the document.

Hello Samuel,

They did not accept the document from the tax agency even though it has an official stamp. At this point, I honestly don’t even know if it’s possible to get any other document stamped by the tax agency at all. I am stuck and don’t know what else I am supposed to do now?

Dear OshCasino Team,

thank you for the update.

According to the player, the submitted tax document was officially signed and stamped by the tax authority, yet it was still rejected. I would like to ask for clarification on why this document was not accepted and which specific requirement it did not meet.

If you are unable to share these details publicly in the thread, please feel free to send the explanation directly to me via email, so I can clearly inform the player how to proceed.

Dear ambaha90,

thank you for the update. I understand your frustration. Once I receive clarification from the casino regarding the rejection, I will review the situation and advise on the next possible steps.

Dear Casino Guru,

We kindly ask the player to resend the tax document, as the previously submitted document was a residence certificate, which does not meet the requirement.

Thank you for your cooperation.

Kind regards,

OshCasino

Hello everyone,

thank you, OshCasino, for the clarification.

Dear ambaha90, based on the casino’s explanation, the document you previously submitted was identified as a residence certificate, which unfortunately does not meet the specific requirement for a tax document needed for verification.

At this point, I kindly recommend the following:

• Please contact your local tax authority again and explicitly request a document that confirms your tax registration or tax status (for example, a tax identification confirmation or tax residency certificate, if available in your country).
• Once obtained, please re-upload the document as requested by the casino.

I understand this situation is frustrating, especially if document options are limited. However, resubmitting the correct type of tax-related document appears to be the necessary next step to move the verification forward.

If you encounter difficulties obtaining such a document, please let us know here, and we can ask the casino whether any alternative tax-related documentation may be acceptable.

I’ll continue monitoring the case and assist further as needed.

Hello ambaha90,

We would like to update you that due to Samuel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Samuel has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Samuel will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru