Onlywin Casino - 플레이어의 상금은 몰수되었습니다.

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!

Thank you for your prompt reply. I sent you all the conversation and all of the documents I sent you by email.

To answer your questions, yes the winnings were from the bonus and no, they did not specify which documents were allegedly falsified.

However, it looks like they are accusing me of the last documents I sent them which were my bank statement and utility bills. I am not sure but after waiting for more than 2 weeks when I sent them all the documents they requested a utility bill, which I sent them and after several days they took away my winnings. So logically it was something regarding the utility bills but I cannot be 100% sure.

When they requested me a utility bill I sent them pdf file which I received from my water provider UAB "Vilniaus vandenys" (I was trying to attach the file here but it seems I cannot upload pdf files so I will sent you that file by email). However, I received an email from them:

Dear Mantvydas,

Thank you for choosing OnlyWin for your gaming experience.

Thank you for your document.

As a part of the verification process, we kindly ask you to provide us with a photo of a utility bill.

Please note the following requirements for all submitted documents:

1. Ensure all information is clear and legible.

2. We accept JPG and JPEG photos if all 4 corners of the documents are fully visible.

3. The date on the document should not be later than 90 days from the date of submission.

4. Photos must be up-to-date and taken no later than 6 months from the date of the start of the verification process.

Please let us know if you need assistance with any other questions. We will be glad to help you! 

Sincerely, Oleksii

OnlyWin Support Team.

So I simply printed the pdf file and made a photo with my phone. I also downloaded a pdf file of the utility bill from my electricity company "Ignitis" and made two photos and send them that file as well. I did not need that but they always ask for more and more documents and I had been waiting for more than 2 weeks so I sent them 2 utility bills so I wouldn't need to wait till they reply asking for something more. I am attaching these files.

I will also send you the pdf files of this utility bill by email.

The only thing I can think of that triggered them was my bank statement has one address and my utility bills have a different address. 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. (If needed I can send a utility bill that my brother is paying for that address, however, I do not see how that would be important but in case, if you need it I can do it, I am sure my brother will not be against it). However, when they requested a utility bill I sent them 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. I pay 3 different utility bills: 1. Electricity 2. Water 3. Administration fees for the building. So I can send anything that is needed. If necessary I can send anything they ask for, even a video with online bills when logging to electricity provider or water provider.

On the the discussion forum they replied: "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."

I do not know who their third party services are but at this point it seems they are lying. When I was verifying all the documents online on their casino site these documents were verified. Not the utility bills but the bank statement. I am sure if I could upload the documents there they would be verified. Because it is not my first time verifying documents on Sumsub and various other verification services.

I hope I provided with everything you need and if there are any documents you need from me I will gladly send them to you.

But please take a careful look at this situation because as I explained I can send any document you need if it is the document I have of course. If you need utility bills from previous months I can send them as well.



It looks like one attachment was not attached so here it is

Hello mantmat,

Thank you for opening a complaint as agred in the general discussion section. We are sorry about the delay in responding. The service we are using for conduction verification checks is Sumsub. Please, find the attached verification results and the document that had been submitted.

We hope that Casino Guru will review the documents and the verification check results and will suggest a resolution to this complaint.

Kind regards,

Onlywin Team.

Not sure where to begin but I will try to be as clear as possible.

1. I don’t know why you have added some other person’s verification here.
2. That is my bank statement from one of the most popular banks in Lithuania. The most 2 popular banks are SEB and SWEDBANK. So if someone else has sent you such a bank statement that does not mean anything. My bank statement cannot be fake at all because I downloaded it from my bank online. I requested the statement only for one day where no transactions would be visible as this is private information. However, if you need to see some transactions I can request different dates for the statement.
3. Now this is the part which make me even more suspicious of the casino actions. This document was sent to onlywin casino on 17th of December. I do not remember exactly but I think it was also uploaded when making the online verification along with the document and the face and the account was verified. Now for some reason I see the date of checking the document is 30th of December. What makes me more suspicious is that I opened a casino account at flukyone.com and verified it on the same 17th of December and the verification was on Sumsub and the account was verified. So I do not believe that Sumsub verified my document 17th of December and for some reason it became fake on 30th of December. Now what is futher illogical that I see from the screenshot younsent the document was checked and rejected at 13.58 GMT+2 and you sent me an email at 16.12 GMT+2 asking for utility bill. So you have the document rejected but decide to request for another document more than 2 hours later. Now Insend you those utility bills which I understand pass verification but for some reason you decide that it does not matter because the previous statement was rejected. So why did you request utility bill if you already decided you would not pay out?

To finalize everything I can guarantee the statement I sent you is not fake. When you download the statement from SEB bank it always has a name of the file "Išrašas" which mean statement translated to Lithuanian. Now that the other person has the same file name does not mean anything because as I explained when you download a statment from one of the 2 most popular banks in Lithuania the file name says "Išrašas".

I can send a different statement even with transactions if that is necessary casino guru. I would just ask casino guru to check everything because all my documents are real and I don’t see any reason why I should fake them. Please read all my points above.

Now I know these are serious allegations but it looks like onlywin casino actions are ungenuine or even illegal. I am not an expert but I know for 100% that this document has passed verification on Sumsub on 17th of December because as explained above I passed the verification on flukyone.com casino and it was via Sumsub.

Casino guru you can ask me whatever documents you need. I am willing to cooperate with you fully as actually I did with onlywin casino. I do not want the casino to get away with this.

I don’t know how Sumsub works but maybe casino guru can check all the documents via Sumsub themselves and once again if you need a bank statement with the transactions I can download it and send it to you for verification. Because at this point the actions from onlywin casino are very suspicious. I urge them to fully reply to all my comments and not to skip the one where they reject the document but request for another document and still decide not to pay out

Thank you very much, mantmat, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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.

Hello mantmat,  

I'm Michal, and I've taken over your complaint. I've looked into your case, and I understand that it's quite complex. The increasing sophistication of deepfake technology has made it challenging to distinguish between authentic documents and fakes. While Sumsub, a well-regarded identity verification platform, is generally seen as reliable, after carefully reviewing the documents you've submitted, I find myself questioning their conclusion in this instance. 

Could you please send me another statement at michal.k@casino.guru from your account that you used for deposits at the casino? It should show all transactions for the past 90 days, and please ensure that the statement PDF is in its original format, just as you downloaded it from your online banking. Or if possible request a statement with a bank stamp/seal and signed by a bank employee. I will keep the conversation going with the casino team.

Hello,

as requested I have sent you an email with the bank statement where you can see all of the transactions since first of October until today.

Dear mantmat.

Thank you for your email including the bank statement. I will continue to discuss this case with the casino team.

Dear Onlywin Team,  

I have reached out via email and am looking forward to your reply.

Thank you Michal,

Discussing this matter with you further via email.

Kind regards,

OnlyWin team.

Dear Onlywin Team,

Thank you for the additional information. I have responded back with a few additional questions.

Dear mantmat,

Just to clarify, the most recent bank statement you provided was not modified or changed by you, is that correct? It was solely downloaded from your online banking account without any alterations, correct?

Additionally, could you please confirm whether any of your family members or friends hold an account at Onlywin Casino? If so, have you been playing in the casino at similar times, perhaps during a visit?

That is correct. Neither my recent bank statement nor the previous one or my utility bills were altered. Everything was as downloaded. Only previously I was asked to present the utility bills in jpg format so I printed the downloaded bills and made a photo with my phone.

I can assure not only that none of my family members have Onlywin casino account but that they have no casino accounts at all. Regarding my friends that would be 99.99% that none of them have account at Onlywin casino. I cannot guarantee anything that I cannot control. However, even if anybody had an account that would be without my knowledge but I am 100% sure that I have not played at onlywin casino when visiting any of people. During the whole time I have logged in from my home maybe couple of times and most of the times from my phone hotspot. I am very often on road so I only go on internet via my phone hotspot. And I have played only for the first several days. First day when I made the deposit and maybe one other day if I remember correctly. All the other times I logged in was to check the status of my withdrawal until the money was taken away.

And to add more, now everything shifted from accusing me of faking a bank statement to people I know having onlywin casino account. I don’t know how much more proof is needed fron casino guru that the casino is acting unfaithfully.

However, to finalize: Not of the documents were faked or altered and nobody around me has onlywin casino account. And I am sure that Inhave accesed the casino account only from home and from hotspot of my phone

Dear mantmat,  

I appreciate your clarification. I am currently in continuous dialogue with the casino team regarding the matter. The earlier issue concerning your bank statements remains under discussion.  

I am exploring options to help you demonstrate that the bank statements were downloaded and sent to the casino without any alterations. A short video of this process might suffice, but I will need to verify this with the casino team first. I look forward to providing you with an update shortly.

Dear mantmat,

I have sent you further details regarding the next steps for your case through email. I hope this will help us to move your case in the right direction.

I'm looking forward to your response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I can confirm that the casino reopened the account and credited back my 1070eur. I made a withdrawal and it was confirmed. I am super grateful to casino guru and a big thank you to you Michal that you took my case and managed it very professionally. As we already agreed the case was complex and I thought in most cases nobody would want to dig so deep and the casino would win. But thankfully the casino did not get away and the truth was proved.

I just want to say to players who are reading this complaint to be very careful with onlywin casino. They can very easily falsely accuse you of forgery and it is very hard to prove otherwise because they simply don't want to hear you. Obviously this is good for them as they don't need to pay out this way. But if anybody is having any problems with them don't hesitate to raise a complaint on casino guru, because I believe that is the only way you can get your money. In my case it took me more than 1.5 month but still the results is very satisfying.

Thank you one more time casino guru.

Hello Michal!

Thank you for your help, understanding, and patience in resolving the situation. I would like to clarify that:

1)We see that the client has uploaded the statement himself.

2)Most likely, the bank itself uses this script when generating statements

3)From our side the funds were returned to the client and he has already successfully withdrawn them on 05.02.2025. Afterwards we have blocked his account in accordance with clause 14.6 our Terms and Conditions.

4)We will also talk to Sub Sum in terms of defining such statements so that in the future there will be no such situations with clients

Kind regards,

OnlyWin team.

Thank you all for your responses. I'm glad we could reach a positive outcome of the situation.

Dear OnlyWin team,

Thank you for your reasonable approach and appreciate your willingness to reconsider the situation. This situation turned out to be more intricate than it seemed at the beginning, but I'm glad that together, we could find a way to find a resolution to the situation. I would like to thank you for your cooperation.

Dear mantmat,

Thank you for your confirmation. It's heartening to know that our efforts made a positive impact on clarifying the situation and to witness that you have ultimately received your winnings. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.

Best regards,

Michal

Casino Guru