Onlywin Casino - プレイヤーの賞金は没収されました。

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.

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.

After 2 weeks I received and email asking for address proof, even though I already sent them my bank statement. But for some reason they needed utility bill. I sent them 2 utility bills and now they blocked my account saying:

Thank you for waiting, M.

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.

I can send you all the documents I sent them. Everything is legit and there is nothing wrong with the documents. I will not let them make fun of me. It has been more that 2 weeks and now they simply confiscated my money.

Dear mantmat,

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.

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

Has the casino specified which documents were allegedly falsified during the verification process?

Could you please share the documents you submitted to the casino for account verification?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!