OshCasino - プレイヤーのアカウントがブロックされ、出金が遅れます。

Hi, I also want to add some informations, I asked them why they add so many other conditions after my last email, heres the answer:

Dear Sandra V***,

Thank you for your message.

We understand that the additional document request may seem unexpected.

Our message on June 19th referred only to your initial submission.

However, following your formal complaint, your case now falls under

enhanced verification, which requires a broader set of documents — as

part of our legal obligations under international KYC and AML

regulations.

Please note: not all documents need to be notarized — only those without

official certification (such as the apostille for your passport).

Kind regards,

OSH Casino

I am telling you, I dont feel confortable providind that much informations, they already have so much informations they could stole my identity. I also feel the approach punitive, like because I made a complaint to you, I have to provide more documents. I am almost resigned I wont have my money...

Thank you for helping me

Hello sandravurpillot1,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina 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 Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you, its ok for me. I Will wait for your answers. Feel free to ask me more details if needed.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Stefan ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you very much for your help. Have a nice day.

Dear sandravurpillot1,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a OshCasino representative to join this conversation and participate in resolving this complaint.

Dear OshCasino,

Could you comment on the situation?

Thank you in advance for providing the information.

Thank you for your fast answer and your help, I hope we will find a agreement soon with the casino. Thank you!

Dear Casino Guru Team,

Thank you for your ongoing efforts to support transparency and fairness in the iGaming industry. Your work as a neutral intermediary is highly valued.

In reference to the case of Ms. Sandra V., OSH Casino emphasizes that, in accordance with applicable legal and regulatory requirements, the information related to this case contains confidential business and personal data. Therefore, only general information can be provided in this context.

OSH Casino confirms that all actions taken have been fully in line with internal procedures and international Know Your Customer (KYC) and Anti-Money Laundering (AML) standards. In line with these obligations, once predefined financial thresholds are reached or exceeded, enhanced due diligence (EDD) procedures must be applied. This includes requesting additional legitimate documentation to:

• verify the identity of the account holder,
• confirm the lawful origin of funds, and
• ensure compliance with applicable regulatory obligations.

These procedures are standard, predefined, and applied uniformly in accordance with internal policies and regulatory requirements.

It is important to clarify that Ms. Sandra V.’s account is not blocked. The account has been temporarily suspended solely due to the pending verification process.

OSH Casino has provided Ms. Sandra V. with clear and complete information regarding the required documentation and is currently awaiting the necessary submissions in order to proceed.

OSH Casino remains committed to resolving this matter fairly, transparently, and in line with all applicable obligations, and kindly invites Ms. Sandra V. to cooperate with the compliance team to enable a prompt resolution.

Thank you again for your constructive approach.

Kind regards,

OSH Casino

Thank you for answering me. I never complained about the KYC mesures. The thing I don't understand is, as soon as I asked more informations about the validity of my bank account, you asked me for more and more proof. I sent the email up above. You want documents signed by a notary? It costs about 250$ each document i checked. I justs dont understand why I couldnt send an official bank account stamp by my bank? It was your first request and I can provide that. Thank you.

I also want to add that I dont feel safe anymore with your casino. Even tough I provide every New documents you want, I am not sure my account Will be verifiy again. So I Will spend a fortune for nothing

I read again the last osh casino email. They told my that since I made a complaint to you, thats the reason why I have to provide New documents. Looks more like a punishment to me. So if I need help and want to know my rights, we will make it more difficult to you to have your money?

Dear OshCasino,

Could you please state which remaining documents the player has to provide you with?

I'll be awaiting your reply.

Dear Casino Guru Team,

Thank you for your follow-up and for your continued efforts to support transparency in the iGaming industry.

At OSH Casino, we are committed to protecting not only the integrity of our platform and regulatory compliance, but also the rights and privacy of our clients. Therefore, we are careful to ensure that all requests for documentation are proportionate, justified, and in accordance with applicable legal standards.

As part of our standard Know Your Customer (KYC) procedures, we initially request only a minimal set of documents necessary to verify a client’s identity and comply with legal obligations. However, when a client’s risk profile changes, or if there is a refusal or failure to provide the requested documentation, we are legally obliged to initiate enhanced due diligence (EDD) measures. These include the requirement to submit the full standard documentation package, which must be legitimate and properly certified.

This package includes, but is not limited to:

Certified bank statements for all accounts that have received funds from our platform (with clear authentication by the issuing bank).

Apostilled copy of a valid passport, confirming identity authenticity in line with the Hague Convention.

Proof of income, such as:

• Salary slips for the last three months,
• Tax report for the last fiscal year,
• Current employment contract (notarized).

Proof of phone number ownership (e.g., telecom provider’s invoice with client’s name).

Identity video verification, showing the client’s face and original ID, with a verbal statement of name, date, and purpose.

Address video verification, showing the client holding their proof of address document at their residence.

All documents must be official, certified (e.g., notarized or apostilled), and verifiable. Informal or unverified documents cannot be accepted under any circumstances.

With respect to Ms. Sandra V., we kindly invite that all communication be directed to us and handled directly with our compliance team. We also kindly ask Ms.Sandra V. to prepare and submit the documents listed in the letter that was specifically addressed to her. This will allow us to proceed with the verification and resolve the matter promptly.

Thank you once again for your constructive role in this matter.

Kind regards,

OSH Casino

Guru team, what do you think about this request? I never failed to provide my documents, i just asked questions why they keep asking for more documents. My previous bank statements were always accepted and I didn't understand their request. As soon as I made a complaint to know my rights, they asked me for that huge list of documents. Thank you for answering me.

Dear OshCasino,

Thank you for your response and the information you have provided.

Could you please explain why you require notarised/apostilled documents from the player? If the player provides these documents and passes the verification, will he be able to withdraw the funds?

I'll be awaiting your reply.

Dear Casino Guru Team,

Thank you for your continued engagement.

We would like to draw your attention to our previous letter and take this opportunity to reiterate the key points regarding the current verification process.

In line with our internal compliance procedures, we initially request only the minimum documentation required to verify a client’s identity. However, where risk indicators arise or the client fails to provide the requested information, we are required to initiate enhanced due diligence, which includes submission of a complete and properly certified document set (e.g., notarized or apostilled), to ensure authenticity and compliance.

To date, we have not received any documents from Ms. Sandra V., for over a month, and it remains unclear why this standard request has not been fulfilled.

As this ongoing correspondence does not resolve the matter, we kindly ask you, as intermediary, to encourage Ms. Sandra V., to submit the required documents directly to us or via your platform.

Once received, we will:

a) verify the documents in accordance with our internal procedures, and

b) promptly fulfill all of our obligations, including the processing of any pending withdrawals.

We remain committed to a fair and timely resolution.

Kind regards,

OSH Casino

Dear OshCasino,

Thank you for your response and the information you have provided.

We understand the importance of player verification, but could you please clarify whether the player will be paid in full once she passes the verification? Please understand that the player will spend a significant amount on notary/apostilled documents.

I'll be awaiting your reply.

Hi, the reason I didn't provide anything the last month is because I want to know my rights, and like Stefan from guru said, make sure I wont have to give more documents after. I explained it many times and I don't understand why it's remain unclear. I want to collaborate, but I want to do it the right way. Waiting for your answer, thank you.

Dear Casino Guru Team,

As we have respectfully outlined in previous correspondence, once the required documents are received, we will proceed to verify them in accordance with applicable legal requirements and fulfill all obligations set out in our Terms and Conditions.

Thank you for your continued cooperation.

Kind regards,

OSH Casino

Dear Osh Casino and Guru teams, I Will prepare my documents and find a Notary. Guru team, is it possible to keep this ticket open during my approval? Thank you.

Dear sandravurpillot1,

I will keep the complaint open for you until you have prepared the documentation and verified it with the notary. I will extend the timer for an additional seven days. Please let me know once you have any new information regarding the matter.

I'll be awaiting your reply.

I forgot to ask a question to osh casino. They ask me for a Proof of phone number ownership. The thing is that I have a family package with my ex husband and my Kids. We can see my name but its not under my adress. I can still provide this receipt or if you want, another proof of adress. Thank you.

Ok so I spoke with a lawyer about my case. There is some issues because we don't have the same laws in Canada. I want to find a way to accommodate your requirements but I think we will have to do it a different way, let me explain.

First problem in Canada :

The certification requirement (all documents must be certified by a notary) as formulated is unfeasible in Canada. No lawyer or notary can certify documents that they have not produced themselves without committing a serious ethical breach.

Options told by my lawyer:

Possible options according to my lawyer: Providing certified copies from the Canada Revenue Agency or the financial institutions where you hold your accounts is entirely possible and can be done in approximately 10-15 business days. Honestly, this is better than a lawyer or notary, because it is the Agency itself that certifies. But It will by a certified stamp of my bank account like you first asked.

Next:

The apostille required for the Passport is also not possible. The Canadian government, however, offers an authentication service that is equivalent or even superior (because it is the government that certifies its own document, without an intermediary): https://www.canada.ca/en/immigration-refugees-citizenship/services/canadian-passports/certified-true-copies.html (10-15 business days);

So here we are, I am kind of stressed because your requirements dont fit with my country laws, which make me think I should probably close my account after we find an agreement. As you can see, I do my best to find a solution.

Thank you for understanding

Please address all questions regarding the specific matter to [email protected], so that OSH Casino can provide a legitimate response.

I sent it to this email, thank you

Dear OshCasino,

Could you please comment on the situation?

I'll be awaiting your reply.

Dear Casino Guru,

We have provided all the necessary information and documentation requirements to our client.

Best regards,

OshCasino

Dear sandravurpillot1,

Could you please give us an update on the situation? Did you manage to provide the documents to the casino, or does the problem with the notary persist?

I'll be awaiting your reply.

Hi, looks like they accepted my other options. But I have to do some steps like going to passport Canada. So could you leave the ticket open during the time i prepare my documents please. Thank you

Dear sandravurpillot1,

Thank you for your response. I will keep the complaint open for you and will extend the timer by an additional seven days.

Please keep us updated.

Just to let you know, I sent my request to passport Canada, I Will received my authentified document from 10 to 15 business days. As soon I received it, I Will authentified the rest of my documents and send it all to the casino. Thank you.

Dear sandravurpillot1,

Thank you for your response. I will keep the complaint open for you and will extend the timer by an additional seven days.

Please keep us updated.

Update: I already received my document from passport Canada, I sent it and my others documents. I Will wait for the casino answer. Thank you.

Dear OshCasino,

Did you manage to receive the documents from the player? Could you review them and give us a statement here?

I'll be awaiting your reply.

Dear CasinoGuru

We have reviewed the documents and sent our response and assessment to the client.

OSH Casino

Hi,

They sent me this email the 4th of september:

Dear Sandra,

OSH Casino hereby acknowledges receipt of your email and will provide a

formal response within 7 days.

Best regards,

Osh Casino

So I expect to have their decision tomorrow.

Thank you

Hi, so after they sent my this on august 21st, I thought my documents were ok:

Dear Sandra Vurpillot,

Thank you for your message and for taking steps to identify compliant

alternatives under Canadian law. We value your proactive effort to find

a workable solution.

We would like to clarify that our primary objective is to ensure that

all documents submitted are legitimate, verifiable, and certified in a

manner that is legally valid within your jurisdiction. We fully

recognize that certification procedures differ between countries, and we

are open to accepting documents that comply with local legal standards –

provided that we can reasonably verify their authenticity.

In this context, the options you mentioned – such as certified

statements issued directly by the Canada Revenue Agency or your

financial institution, and the official authentication service for

passports provided by the Canadian government – are acceptable in

principle. However, please note that we must still review the submitted

documents in detail to ensure they meet our regulatory standards and

internal compliance criteria.

We appreciate your cooperation and understanding, and we remain

committed to resolving this matter in a way that is fair, legally sound,

and compliant with applicable obligations. Should any clarification or

adjustment be needed after we receive the documents, we will contact you

accordingly.

Thank you again for your efforts.

OSH Casino

So I thought that by sending my official certify passeport it would be ok. My lawyer said it was the highest proof of identity and I had to pay to make the verification. I also sent my tax report, my proof of income, my salary slips, 2 videos of myself to prove my identity and my bank statements. So now they told my my documents are not accepted because they are not notarized. But I already told them its not legal in Canada to notarized documents you dont produce. The best i could do is to find an oath commissionner to authentify my documents, but i will have to pay for it again. They also asked me for more documents, I dont understand, I am fully committed to find a solution and its never ending. Thank you for helping me

This is the email I received today. They also told me to explain myself why I didn't send the proper document, the answer is simple, I dont understand their requirements anymore. Thank you

Dear Sandra Vurpillot,

Thank you for your recent submission of documents and for your

cooperation throughout this process. We carefully reviewed the materials

you provided. We confirm that your passport has been received in the

highest form possible under your national system and consider this

requirement fulfilled.

At the same time, several other documents provided do not meet the

formal requirements under our Know Your Customer (KYC) and Anti-Money

Laundering (AML) obligations. To proceed further, we kindly ask you to

address the following points:

1. Bank Account Statement

*The submitted statements appear to be simple printouts. For

verification purposes, they must be officially certified by the issuing

bank (either with a physical stamp or a digitally signed format clearly

verifying the bank’s origin).

*Additionally, we require a complete list of all incoming transactions

received from our platform, showing amounts and dates.

*We kindly request that you provide explanations and/or comments as to

why uncertified printouts were initially submitted instead of properly

certified documents.

2. Proof of Income

*We note that the documents provided are only PDF printouts and are not

duly certified. For compliance purposes, please provide one or more of

the following, duly notarized or officially certified by the issuing

authority:

-Salary slips for the last three months;

-Most recent tax return;

-Copy of your current employment contract.

3. Proof of Phone Number Ownership

*This document was not included in your submission. Please provide a

recent bill or statement from your telecom provider showing your name

and the associated phone number.

4. Identity Video Verification

*We acknowledge receipt of your video. For compliance purposes, the

recording must clearly state that the verification is conducted for OSH

Casino. Please ensure that in the video you show your face and original

ID (passport or national ID), state your full name, today’s date, and

confirm that the purpose is verification for OSH Casino.

5. Proof of Address

*Kindly clarify your current residential address. In addition to a

standard proof of address document (such as a utility bill or official

bank statement not older than three months), we also require an address

video verification, where you are seen holding the proof of address

document at your residence.

We kindly remind you that:

-All submitted documents must be official, properly certified, and

legitimate.

-All documents, except the passport already accepted, must be notarized

or officially certified.

-Informal, self-edited, or unverified documents cannot be accepted.

We appreciate your understanding that these requirements are not

discretionary but stem from strict legal and regulatory standards to

which we must adhere. Your prompt cooperation will allow us to complete

the verification process without unnecessary delay.

Should you have any questions or require clarification on how to obtain

any of the requested documents, please do not hesitate to contact us.

Kind regards,

OSH Casino Compliance Team

Is there a reason why I didn't have an answer yet? I want to know what to do before sending my documents

Thank you

Dear sandravurpillot1,

I am sorry for the delayed response. Thank you for providing us with the transcripts of emails from the casino. Is there any problem with providing the documents mentioned above? I recommend that you provide the casino with the documents at your earliest convenience, so that the verification can be completed as soon as possible.

I'll be awaiting your reply.

I Will do my best, the thing I wanted to show is that they keep asking for more documents. So I am not sure it will make a difference. But I Will try.

Thank you

Dear sandravurpillot1,

Thank you very much for your cooperation and for your efforts in providing the requested documents to the casino.

To ensure we can continue assisting you efficiently, I would be grateful if you could kindly confirm once the documentation has been successfully submitted to the casino.

Should you have any questions or require further assistance during the process, please do not hesitate to let me know.

I look forward to your response.

Hi, I Will need a little more time before I send it because its not easy to find a appointement with an oath commisionner. I do my best to authentified all my documents. I Will tell you as soon as I send it. Thank you.

Dear sandravurpillot1,

Thank you for informing us. I have extended the response period by an additional seven days.

I look forward to hearing from you.

Ok, now I have an important question for the casino. For my documents to be certified, I found an oath commissionner. For the transactions I received, I made many deposits in my ex-husband account ( I have 3 Kids with him) I thought that was a good idea to give it to him For my Kids. But now I réalised I should have made all the deposit in my account and then transfer it. My fault.. Its not money laudering, I can prove it was my husband, I have my Wedding certificate and my divorce certificate. Well I thought I did it probably but no. So can I still go trough to process or my funds will be blocked? Thank you

Dear OshCasino,

I hope this message finds you well.

Could you please confirm whether you would be willing to release the player’s funds upon receipt of the necessary documents, provided they are duly certified by a Commissioner for Oaths?

I look forward to your response.

Dear Casino Guru Team,

As we have respectfully outlined in previous correspondence, once the required documents are received, we will proceed to verify them in accordance with applicable legal requirements and fulfill all obligations set out in our Terms and Conditions.

Thank you for your continued cooperation.

Kind regards,

OSH Casino

Dear OSH Casino,

Thank you for your response.

We would like to clarify whether the player’s account will remain active given that the withdrawal was made to a third-party account. The player stated that the funds were transferred to her ex-husband’s account.

We appreciate your attention to this matter and look forward to your confirmation.

Dear Casino Guru Team,

Thank you for your message and for your attention to this matter.

We kindly ask that the client contacts us directly regarding this specific case and any related questions.

We act in accordance with our Terms and Conditions.

Thank you for your continued cooperation.

Kind regards,

OSH Casino

Dear Osh Casino,

I prefer to have that kind of communication in front of a third party like Stefan from casino Guru. I ask my ex husband to come with me to the oath commissionner as soon as we can. We will certify all the documents and also the transfer in his account. I Will send it to you and wait for your answer after. Everything will be clear, legal and certified.

Thank you

Dear sandravurpillot1,

Thank you for the update.

Please let me know as soon as you are able to provide any additional or important information regarding the case.

I look forward to your response.

Thank you, I Will keep in touch with you as soon as I send my documents and that I receive an answer from the casino.

Dear Sandravurpillot1,

I hope this message finds you well. Could you please inform me once you have provided the requested documentation to the casino?

I look forward to your response.

Dear sandravurpillot1,

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.

Thank you, sorry I just forgot to answer. Everything will be done and sent this week. I keep in touch with you and the casino as soon as its done. The reason there were some delays is that I have to find and appointment with the oath commissionner that fits both of our schedule ( me and my ex husband ) but he is available this week. Sorry for the delay and thanks for the extension. Thank you

Dear Sandravurpillot1,

Please let us know as soon as you have provided the requested documentation to the casino.

I look forward to your response.

Hi, my appointement with the oath commissionner for me and my ex husband is next friday, november 21. After all my documents are stamped, I Will send it and tell you. Thank you.

Dear sandravurpillot1,

Thank you for letting us know. Please keep us updated regarding the matter.

I look forward to your response.

Just to let you know, my appointement was postponed to tuesday december 2. Thank you and I keep you informed as soon everything is sent.

Finally I had my appointement with the oath commissionner. All my documents are stamped and signed. I Will send everything tomorrow and confirm it to you when everything is sent. Thank you

Dear sandravurpillot1,

Thank you for the update. Please let us know once you provide the docuemnts to the casino.

I look forward to your response.

Ok so I sent more than I think they need. First of all, I have two letters to confirm my identity and my ex husband identity with the oath commissionner. I sent all my bank statements and his bank statements stamped by the oath commissionner. I sent my tax report stamped, I sent my proof of employement stamped, I sent my salary slips stamped, I sent my proof of phone number stamped, i sent two videos, one with my passport for my identity, the second with my tax receipt ( I have a New adress). My last bank statements are with my New adress and I sent my tax receipt too, stamped. Also, i sent the driver license copy of my ex husband. I sent a list of all my deposit and the bank statements related too, stamped. I sent the proof that my oath commissionner is authorized to practice in Quebec on the Gouvernement website.

Thank you

I also sent my divorce jugement and my wedding certificate

Dear OshCasino,

Did you manage to receive the documentation from the player?

I look forward to your response.