Zajedno sa na?om metodologijom recenzija, mi smo izra?unali Sigurnosni indeks kazina baziran na vi?e od 20 faktora, uklju?uju?i finansije, fer Uslove i pravila, prigovore igra?a i drugo. ?to je vi?i Sigurnosni indeks, ve?e su ?anse da vam va?i dobici budu ispla?eni.
The player from Lithuania faced issues with withdrawing winnings of 1070€ from Onlywin Casino after meeting extensive verification requirements. Despite providing all requested documents and being told his account would be verified, it became blocked, and all funds were forfeited due to alleged submission of falsified documents. He asserted the legitimacy of all provided documentation and expressed frustration with the casino's actions. The Complaints Team facilitated communication between the player and the casino. The Complaints Team recommended conducting a video verification to demonstrate the procedure for downloading the bank statement from the player's account and promptly forwarding it to the casino team in its original format. This approach resulted in a favorable resolution. The matter was settled when the casino reinstated the player's account and refunded the winnings, enabling a successful withdrawal of the funds. The player has confirmed receipt of the winnings.
Igra? iz Litvanije se suo?io sa problemima sa povla?enjem dobitaka od 1070€ iz kazina Onlivin nakon ?to je ispunio opse?ne zahteve za verifikaciju. Uprkos tome ?to je dostavio sve tra?ene dokumente i re?eno mu je da ?e njegov ra?un biti verifikovan, on je blokiran, a sva sredstva su oduzeta zbog navodnog podno?enja falsifikovanih dokumenata. On je potvrdio legitimnost sve dostavljene dokumentacije i izrazio frustraciju postupcima kazina. Tim za ?albe je olak?ao komunikaciju izme?u igra?a i kazina. Tim za ?albe je preporu?io da se sprovede video verifikacija kako bi se demonstrirala procedura preuzimanja bankovnog izvoda sa ra?una igra?a i odmah ga prosledila kazino timu u originalnom formatu. Ovaj pristup je rezultirao povoljnim re?enjem. Stvar je re?ena kada je kazino ponovo aktivirao ra?un igra?a i refundirao dobitke, omogu?avaju?i uspe?no povla?enje sredstava. Igra? je potvrdio prijem dobitka.
Imam u?asno iskustvo sa onlivin kazinom. Prvo sam imao veliku sre?u i nakon depozita od 30eur i bonusa od 45eur ulo?io sam tra?eni iznos i zavr?io sa 1070eur. Me?utim, nakon toga su po?eli svi problemi. Uradio sam automatsku onlajn verifikaciju, ali su dokumenti iz nekog razloga prvo odbijeni. Ali u drugom poku?aju sve je bilo u redu i nalog je verifikovan. Ali kada sam zatra?io povla?enje, to je i dalje odbijeno i dobio sam e-po?tu sa zahtevom za dokumente koju nikada nisam dobio ni u jednom drugom kazinu.
Evo njihovih zahteva:
1) foto paso? iz drugog ugla u savr?enom kvalitetu;
2) selfi sa paso?em u ruci;
3) dokaz o adresi, kao ?to je izvod iz banke ili ra?uni za komunalije;
4) Fotografija na kojoj dr?ite paso? i par?e papira sa ispisanim dana?njim datumom i nazivom kazina. U pozadini, ekran va?eg ure?aja mora da prikazuje va? kazino nalog sa jasno vidljivim va?im imenom i stanjem. Svi elementi na fotografiji moraju biti ?itljivi i neure?eni.
5) Snimak ekrana Nov?anika:
Morate da dostavite snimak ekrana ili fotografiju nov?anika po?iljaoca iz kojeg je upla?en depozit. Snimak ekrana mora jasno pokazati slede?e:
- Stanje nov?anika;
- Istorija transakcija, uklju?uju?i transakciju konkretnog depozita (a978f129-eae8-4b7b-b3a8-a62368495d8c);
- Adresa nov?anika po?iljaoca.
Iako sam siguran da su ovi zahtevi preveliki i ne znam ?ta rade sa svim ovim dokumentima i ose?am se veoma neprijatno da imaju sve ove moje dokumente u svakom slu?aju, znam da je to jedini na?in da dobijem svoje dobitke. Zato sam im poslao sve ?to im je trebalo. Ne samo da sam im ovo poslao, napravio sam selfije sa svime ?to su tra?ili iz razli?itih uglova tako da je sve vi?e nego dovoljno.
Dobio sam e-po?tu da ?e moj nalog biti verifikovan za najvi?e 24 sata. Na?alost, nakon ?to sam zatra?io verifikaciju 24 sata kasnije, rekli su mi da ?e biti dodatna verifikacija za koju ne mogu re?i koliko ?e trajati.
Posle 2 nedelje primio sam i imejl sa zahtevom za dokaz adrese, iako sam im ve? poslao izvod iz banke. Ali iz nekog razloga im je bio potreban ra?un za komunalije. Poslao sam im 2 ra?una za komunalije i sada su mi blokirali nalog govore?i:
Hvala ?to ste ?ekali, M.
Sa ?aljenjem vas obave?tavamo da je va? nalog blokiran i da su va?i dobici izgubljeni zbog podno?enja falsifikovanih dokumenata tokom procesa verifikacije.
Ova odluka je doneta u skladu sa na?im Uslovima kori??enja, konkretno:
Odeljak 5 (Provera va?eg identiteta; Zahtevi protiv pranja novca), koji nala?e obezbe?ivanje ta?ne i autenti?ne dokumentacije za verifikaciju identiteta.
Odeljak 13 (Dosluh, varanje, prevara i kriminalne aktivnosti), koji zabranjuje svaki oblik la?nih aktivnosti, uklju?uju?i podno?enje la?nih dokumenata.
Odeljak 13.4.1 Operater zadr?ava pravo da zadr?i sva sredstva, uklju?uju?i dobitke, ako postoje razumni razlozi za verovanje da je korisnik bio uklju?en u la?ne aktivnosti ili podneo la?na dokumenta.
Odeljak 13.5.1 Davanje la?nih informacija, falsifikovanih dokumenata ili uklju?ivanje u la?ne prakse tokom verifikacije ra?una predstavlja kr?enje i osnov za suspenziju naloga i oduzimanje sredstava.
Na? proces verifikacije ima za cilj da obezbedi uskla?enost sa zakonskim i regulatornim zahtevima, uklju?uju?i mere protiv prevara i pranja novca. Podno?enje falsifikovanih dokumenata je direktno kr?enje ovih pravila i tretira se kao la?no pona?anje.
Mogu vam poslati sve dokumente koje sam im poslao. Sve je legalno i ni?ta nije u redu sa dokumentima. Ne?u dozvoliti da me ismevaju. Pro?lo je vi?e od 2 nedelje i sada su mi jednostavno zaplenili novac.
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.
Hvala vam puno ?to ste podneli ?albu. ?ao mi je ?to ?ujem za va? problem. Dozvolite mi da vam postavim nekoliko pitanja, kako bih u potpunosti razumeo celu situaciju.
Da li ste ranije izvr?ili uspe?na povla?enja?
Da li ste akumulirali svoje dobitke sa ili bez aktivnog bonusa?
Da li je kazino precizirao koji su dokumenti navodno falsifikovani tokom procesa verifikacije?
Mo?ete li podeliti dokumente koje ste dostavili kazinu radi verifikacije naloga?
Mo?ete li molim vas da podelite svoju komunikaciju sa kazinom? ?alji e-po?tu ili transkripte ?askanja na moju e-po?tu na [email protected] , ili postavite snimke ekrana ovde.
Nadam se da ?emo mo?i da vam pomognemo da re?ite ovaj problem ?to je pre mogu?e. Hvala vam unapred na odgovoru.
Srda?an pozdrav,
Dominika
Zbog izuzetno velikog obima pritu?bi, molimo za strpljenje. Iako nastojimo da objavimo ?albe u roku od 48 sati, naknadni odgovori mogu da potraju i do 7 dana. Dodeljivanje va?e ?albe re?ava?u tako?e mo?e da potraje du?e, jer trenutno upravljamo sa blizu 1000 ?albi.
Hvala vam na razumevanju. ?elimo vam divnu Novu 2025!
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 [email protected], 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!
Hvala vam na brzom odgovoru. Poslao sam vam sve razgovore i sve dokumente koje sam vam poslao mejlom.
Da odgovorim na va?a pitanja, da, dobici su bili od bonusa i ne, nisu precizirali koji su dokumenti navodno falsifikovani.
Me?utim, izgleda da me optu?uju za poslednja dokumenta koja sam im poslao, a to su moj bankovni izvod i ra?uni za komunalije. Nisam siguran, ali posle vi?e od 2 nedelje ?ekanja kada sam im poslao svu dokumentaciju tra?ili su ra?un za komunalije, koji sam im poslao i nakon nekoliko dana su mi oduzeli dobitak. Dakle, logi?no je bilo ne?to u vezi sa ra?unima za komunalije, ali ne mogu biti 100% siguran.
Kada su mi zatra?ili ra?un za komunalne usluge, poslao sam im pdf fajl koji sam dobio od svog vodosnabdeva?a UAB ?Vilniaus vandenis" (poku?ao sam da prilo?im fajl ovde, ali izgleda da ne mogu da otpremim pdf fajlove pa ?u vam poslati tu datoteku e-po?tom ). Me?utim, od njih sam dobio mejl:
Dragi Mantvidas,
Hvala vam ?to ste izabrali OnliVin za svoje iskustvo igranja.
Hvala vam na dokumentu.
Kao deo procesa verifikacije, ljubazno Vas molimo da nam dostavite fotografiju ra?una za komunalne usluge.
Imajte na umu slede?e uslove za sve podnete dokumente:
1. Uverite se da su sve informacije jasne i ?itljive.
2. Prihvatamo JPG i JPEG fotografije ako su sva 4 ugla dokumenta u potpunosti vidljiva.
3. Datum na dokumentu ne treba da bude kasniji od 90 dana od dana podno?enja.
4. Fotografije moraju biti a?urne i snimljene najkasnije 6 meseci od datuma po?etka procesa verifikacije.
Obavestite nas ako vam je potrebna pomo? oko drugih pitanja. Bi?e nam drago da vam pomognemo!
Tako da sam jednostavno od?tampao pdf datoteku i napravio fotografiju sa svojim telefonom. Preuzeo sam i pdf fajl ra?una za komunalije od moje elektroprivrede ?Ignitis" i napravio dve fotografije i poslao im i taj fajl. Nije mi to trebalo ali uvek tra?e sve vi?e dokumenata a ?ekao sam vi?e od 2 nedelje pa sam im poslao 2 ra?una za komunalije da ne bih ?ekao da mi odgovore tra?e?i ne?to vi?e. Prila?em ove datoteke.
Tako?e ?u vam e-po?tom poslati pdf datoteke ovog ra?una za komunalne usluge.
Jedina stvar koju mogu da se setim koja ih je pokrenula je da moj bankovni izvod ima jednu adresu, a moji ra?uni za komunalije imaju drugu adresu. Moj izvod iz banke ima adresu na kojoj ?ivim ve?inu vremena, ali ovo je stan moje bra?e, tako da nemam ra?un za to na svoje ime, on je taj koji pla?a ra?une za komunalije. (Ako treba mogu da po?aljem ra?un za komunalije koje moj brat pla?a za tu adresu, me?utim, ne vidim koliko bi to bilo va?no, ali u slu?aju da, ako vam zatreba, mogu to da uradim, siguran sam da moj brat ne?e biti protiv toga). Me?utim, kada su tra?ili ra?un za komunalije poslao sam im 2 ra?una za komunalije iz svog stana koje sve pla?am.
Ali ni?ta od ovoga nije protiv bilo kakvih pravila i nema falsifikovanih dokumenata. Pla?am 3 razli?ita ra?una za komunalije: 1. Struja 2. Voda 3. Administrativne takse za zgradu. Tako da mogu poslati sve ?to je potrebno. Ako je potrebno, mogu poslati sve ?to tra?e, ?ak i video sa onlajn ra?unima prilikom prijavljivanja dobavlja?u elektri?ne energije ili vodovodu.
Na forumu za diskusiju su odgovorili: ?Oslanjamo se na poverljive servise tre?ih strana kada je u pitanju verifikacija dokumenata na?ih igra?a. Samo u slu?ajevima kada nam po?alju crvene zastavice, nalog igra?a je zaklju?an zbog T&C-a. Rado ?emo ponovo proverite sve dokumente i u potpunosti u?estvujte u istrazi koju vodi Casino Guru."
Ne znam ko su njihove usluge tre?e strane, ali u ovom trenutku izgleda da la?u. Kada sam proveravao sve dokumente na mre?i na njihovom sajtu kazina, ovi dokumenti su verifikovani. Ne ra?une za komunalije, ve? izvod iz banke. Siguran sam da ako mogu da u?itam dokumente tamo, oni bi bili verifikovani. Zato ?to mi nije prvi put da overavam dokumente na Sumsubu i raznim drugim uslugama verifikacije.
Nadam se da sam obezbedio sve ?to vam je potrebno i ako postoje neki dokumenti koji su vam potrebni od mene, rado ?u vam ih poslati.
Ali molim vas da pa?ljivo pogledate ovu situaciju jer kao ?to sam objasnio mogu poslati bilo koji dokument koji vam je potreban ako je to dokument koji imam, naravno. Ako su vam potrebni ra?uni za komunalije iz prethodnih meseci mogu i njih poslati.
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!
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.
Hvala vam ?to ste otvorili ?albu kao ?to je dogovoreno u odeljku op?te diskusije. ?ao nam je zbog ka?njenja u odgovoru. Usluga koju koristimo za proveru verifikacije sprovo?enja je Sumsub. U prilogu prona?ite rezultate verifikacije i dokument koji je dostavljen.
Nadamo se da ?e Casino Guru pregledati dokumente i rezultate provere verifikacije i predlo?iti re?enje za ovu ?albu.
srda?an pozdrav,
Onlivin Team.
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.
Nisam siguran odakle da po?nem, ali poku?a?u da budem ?to jasniji.
Ne znam za?to ste ovde dodali verifikaciju neke druge osobe.
To je moj bankovni izvod jedne od najpopularnijih banaka u Litvaniji. 2 najpopularnije banke su SEB i SVEDBANK. Dakle, ako vam je neko drugi poslao takav izvod iz banke to ni?ta ne zna?i. Moj bankovni izvod uop?te ne mo?e biti la?an jer sam ga preuzeo iz svoje banke na mre?i. Zatra?io sam izvod samo za jedan dan kada transakcije ne bi bile vidljive jer je ovo privatna informacija. Me?utim, ako ?elite da vidite neke transakcije, mogu zatra?iti razli?ite datume za izvod.
Ovo je deo koji me ?ini jo? sumnji?avijim za radnje kazina. Ovaj dokument je poslat kazinu onlivin 17. decembra. Ne se?am se ta?no ali mislim da je i to postavljeno prilikom onlajn verifikacije zajedno sa dokumentom i licem i nalogom je verifikovan. Sada iz nekog razloga vidim da je datum provere dokumenta 30. decembar. Ono ?to me ?ini sumnjivijim je to ?to sam otvorio kazino nalog na flukione.com i verifikovao ga istog 17. decembra i verifikacija je bila na Sumsubu i nalog je verifikovan. Tako da ne verujem da je Sumsub verifikovao moj dokument 17. decembra i da je iz nekog razloga postao la?an 30. decembra. Ono ?to je dalje nelogi?no vidim na snimku ekrana nakon ?to je dokument proveren i odbijen u 13.58 GMT+2, a vi ste mi poslali e-mail u 16.12 GMT+2 tra?e?i ra?un za komunalne usluge. Dakle, dokument je odbijen, ali odlu?ite da zatra?ite drugi dokument vi?e od 2 sata kasnije. Sad da ti po?aljem one ra?une za komunalije za koje razumem da prolaze verifikaciju ali iz nekog razloga odlu?i? da to nije bitno jer je prethodna izjava odbijena. Za?to ste onda tra?ili ra?un za komunalije ako ste ve? odlu?ili da ne?ete platiti?
Da zavr?im sve ?to mogu da garantujem da izjava koju sam vam poslao nije la?na. Kada preuzmete izvod iz SEB banke, on uvek ima naziv datoteke ?I?ra?as", ?to zna?i izvod preveden na litvanski. Sada kada druga osoba ima isto ime datoteke ne zna?i ni?ta, jer kao ?to sam objasnio kada preuzmete izvod iz jedne od 2 najpopularnije banke u Litvaniji, naziv datoteke ka?e ?I?ra?as".
Mogu da po?aljem druga?iju izjavu ?ak i sa transakcijama ako je to neophodno kazino guru. Samo bih zamolio kazino gurua da sve proveri jer su svi moji dokumenti pravi i ne vidim razlog za?to bih ih la?irao. Molimo pro?itajte sve moje ta?ke iznad.
Sada znam da su ovo ozbiljne optu?be, ali izgleda da su akcije kazina onlivin neistinite ili ?ak nezakonite. Nisam stru?njak, ali znam 100% da je ovaj dokument pro?ao verifikaciju na Sumsubu 17. decembra, jer sam, kao ?to je gore obja?njeno, pro?ao verifikaciju na flukione.com kazinu i to preko Sumsub-a.
Kazino guru, mo?ete me pitati sve dokumente koji su vam potrebni. Spreman sam da sara?ujem sa vama u potpunosti kao ?to sam u stvari radio sa onlivin kazinom. Ne ?elim da se kazino izvu?e sa ovim.
Ne znam kako Sumsub funkcioni?e, ali mo?da kazino guru mo?e sam da proveri sve dokumente preko Sumsuba i jo? jednom ako vam treba izvod iz banke sa transakcijama mogu da ga preuzmem i po?aljem vam na verifikaciju. Zato ?to su u ovom trenutku radnje iz onlivin kazina veoma sumnjive. Pozivam ih da u potpunosti odgovore na sve moje komentare i da ne preska?u onaj gde odbiju dokument ve? zatra?e drugi dokument i ipak odlu?e da ne isplate
Not sure where to begin but I will try to be as clear as possible.
I don’t know why you have added some other person’s verification here.
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.
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 "I?ra?as" 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 "I?ra?as".
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
Hvala vam puno, mantmat, ?to ste dali potrebne informacije. Sada ?u preneti va?u ?albu kolegi Mihalu ( [email protected] ) koji ?e vam biti na usluzi. ?elim vam puno sre?e i nadam se da ?e problem biti re?en na va?e zadovoljstvo u bliskoj budu?nosti.
Thank you very much, mantmat, for providing the necessary information. I will now transfer your complaint to my colleague Michal ([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.
Ja sam Mihal, i preuzeo sam tvoju ?albu. Pogledao sam va? slu?aj i shvatio sam da je prili?no slo?en. Sve ve?a sofisticiranost tehnologije deepfake u?inila je izazovom razlikovanje autenti?nih dokumenata od la?nih. Iako se Sumsub, dobro cenjena platforma za verifikaciju identiteta, generalno smatra pouzdanom, nakon pa?ljivog pregleda dokumenata koje ste dostavili, u ovom slu?aju dovodim u pitanje njihov zaklju?ak.
Mo?ete li mi, molim vas, poslati jo? jednu izjavu na [email protected] sa va?eg ra?una koji ste koristili za depozite u kazinu? Trebalo bi da prikazuje sve transakcije za poslednjih 90 dana i uverite se da je PDF izvod u originalnom formatu, ba? kao ?to ste ga preuzeli iz svog onlajn bankarstva. Ili ako je mogu?e zatra?ite izjavu sa pe?atom/pe?atom banke i potpisanom od strane slu?benika banke. Nastavi?u razgovor sa kazino timom.
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 [email protected] 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.
Hvala na dodatnim informacijama. Odgovorio sam sa nekoliko dodatnih pitanja.
Dragi mantmat,
Samo da pojasnimo, najnoviji bankovni izvod koji ste dali niste izmenili ili promenili, da li je to ta?no? Preuzeto je isklju?ivo sa va?eg onlajn bankovnog ra?una bez ikakvih izmena, zar ne?
Pored toga, mo?ete li potvrditi da li neko od ?lanova va?e porodice ili prijatelja ima nalog u Onlivin Casino-u? Ako jeste, da li ste igrali u kazinu u sli?no vreme, mo?da tokom posete?
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?
To je ta?no. Ni moj nedavni izvod iz banke, niti prethodni niti moji ra?uni za komunalije nisu promenjeni. Sve je bilo kao preuzeto. Samo ranije su me zamolili da predstavim ra?une za komunalije u jpg formatu pa sam preuzete ra?une od?tampao i napravio fotografiju telefonom.
Mogu da uverim ne samo da niko od ?lanova moje porodice nema kazino ra?un Onlivin, ve? i da uop?te nema kazino nalog. ?to se ti?e mojih prijatelja, 99,99% bi bilo da niko od njih nema ra?un u Onlivin kazinu. Ne mogu garantovati ni?ta ?to ne mogu da kontroli?em. Me?utim, ?ak i da je neko imao nalog koji bi bio bez mog znanja, ali sam 100% siguran da nisam igrao u onlivin kazinu kada sam posetio bilo koga od ljudi. Tokom ?itavog vremena prijavljivao sam se iz svog doma mo?da nekoliko puta i ve?inu puta sa svog telefonskog hotspota. ?esto sam na putu pa na internet idem samo preko telefonske pristupne ta?ke. A igrao sam samo prvih nekoliko dana. Prvi dan kada sam uplatio depozit i mo?da jo? jedan dan ako se dobro se?am. Svi ostali puti kada sam se prijavio bilo je da proverim status mog povla?enja dok mi novac ne oduzmu.
I da dodam vi?e, sada se sve pomerilo sa optu?ivanja mene za la?iranje bankovnog izvoda na ljude koje poznajem da imaju samovin kazino ra?un. Ne znam koliko je potrebno jo? dokaza od kazino gurua da se kazino pona?a neverno.
Me?utim, da finaliziram: nijedan dokument nije falsifikovan ili izmenjen i niko oko mene nema samo osvojeni kazino nalog. I siguran sam da je Inhave pristupio kazino nalogu samo od ku?e i sa hotspota mog telefona
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
Cenim va?e poja?njenje. Trenutno sam u stalnom dijalogu sa kazino timom u vezi sa tim. Ranije pitanje u vezi sa va?im bankovnim izvodima ostaje u diskusiji.
Istra?ujem opcije da vam pomognem da poka?ete da su bankovni izvodi preuzeti i poslati u kazino bez ikakvih izmena. Kratak video o ovom procesu bi mogao biti dovoljan, ali prvo ?u to morati da proverim kod kazino tima. Radujem se ?to ?u vam uskoro dostaviti a?uriranje.
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.
Poslao sam vam dodatne detalje u vezi sa slede?im koracima za va? slu?aj putem e-po?te. Nadam se da ?e nam ovo pomo?i da va? slu?aj pomerimo u pravom smeru.
Radujem se va?em odgovoru.
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.
Voleli bi da zamolimo kazino da odgovori na ovu pritu?bu. Produ?ujemo timer za 7 dana. Ako kazino ne odgovori u predvi?enom roku, prigovo ?emo zatvoriti kao "nere?en", ?to mo?e negativno uticati na rejting kazina.
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.
Mogu da potvrdim da je kazino ponovo otvorio ra?un i vratio mojih 1070eur. Napravio sam povla?enje i to je potvr?eno. Veoma sam zahvalan kazino guruu i veliko hvala tebi Mihal ?to si preuzeo moj slu?aj i vodio ga veoma profesionalno. Kao ?to smo se ve? slo?ili, slu?aj je bio slo?en i mislio sam da u ve?ini slu?ajeva niko ne?e ?eleti da kopa tako duboko i da ?e kazino pobediti. Ali sre?om, kazino nije pobegao i istina je dokazana.
Samo ?elim da ka?em igra?ima koji ?itaju ovu ?albu da budu veoma oprezni sa onlivin kazinom. Vrlo lako vas mogu la?no optu?iti za falsifikat i vrlo je te?ko dokazati suprotno jer jednostavno ne ?ele da vas ?uju. O?igledno je ovo dobro za njih jer ne moraju da pla?aju na ovaj na?in. Ali ako neko ima bilo kakvih problema sa njima, nemojte oklevati da se ?alite na kazino gurua, jer verujem da je to jedini na?in da dobijete svoj novac. U mom slu?aju mi je trebalo vi?e od 1,5 meseca, ali rezultati su i dalje veoma zadovoljavaju?i.
Hvala vam jo? jednom kazino guru.
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.
Hvala vam na pomo?i, razumevanju i strpljenju u re?avanju situacije. ?eleo bih da razjasnim da:
1) Vidimo da je klijent sam postavio izjavu.
2) Najverovatnije, sama banka koristi ovu skriptu prilikom generisanja izvoda
3) Sa na?e strane sredstva su vra?ena klijentu i on ih je ve? uspe?no povukao 05.02.2025. Nakon toga smo blokirali njegov nalog u skladu sa ta?kom 14.6 na?ih Uslova.
4) Razgovara?emo i sa Sub Sumom u smislu definisanja ovakvih izjava kako ubudu?e ne bi bilo takvih situacija sa klijentima
srda?an pozdrav,
OnliVin tim.
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
Hvala svima na odgovorima. Drago mi je ?to smo uspeli da do?emo do pozitivnog ishoda situacije.
Dragi OnliVin tim,
Hvala vam na va?em razumnom pristupu i cenimo va?u spremnost da preispitate situaciju. Ispostavilo se da je ova situacija zamr?enija nego ?to se ?inilo na po?etku, ali drago mi je ?to smo zajedno mogli prona?i na?in da na?emo re?enje za situaciju. ?eleo bih da vam se zahvalim na saradnji.
Dragi mantmat,
Hvala vam na potvrdi. Ohrabruju?e je znati da su na?i napori pozitivno uticali na razja?njavanje situacije i biti svedok da ste na kraju primili svoje dobitke. Ozna?i?emo ?albu kao ?re?enu" u na?em sistemu. ?elimo da se zahvalimo obema stranama na saradnji. Ako ikada nai?ete na probleme sa ovim ili bilo kojim drugim kazinom u budu?nosti, slobodno se obratite na?em Centru za re?avanje ?albi. Tu smo da pomognemo.
Kao ?to znate, mi ne napla?ujemo na?e usluge, niti primamo napojnice. Me?utim, bili bismo vam veoma zahvalni ako biste izdvojili trenutak da podelite svoje iskustvo sa na?im uslugama na TrustpilotRate Casino Guru . Iskren pregled, zajedno sa svim predlozima za pobolj?anje, bio bi od neprocenjive vrednosti. Va?e povratne informacije mogu pomo?i drugima koji mo?da razmi?ljaju da nas kontaktiraju radi pomo?i u vezi sa problemima vezanim za onlajn kazino.
Hvala unapred na izdvojenom vremenu.
Srda?an pozdrav,
Michal
Casino Guru
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.
www.kpvfaw.com je nezavistan izvor informacija o online kazinima i online kazino igrama, i nije kontrolisan od strane bilo kojeg operatora igara ili bilo koje druge institucije. Sve na?e recenzije i vodi?i su kreirani iskreno, u skladu sa najboljim znanjem i rasu?ivanjem na?ih ?lanova iz ekspertskog tima; ipak ovaj sadr?aj je napravljen u informativne svrhe i ne bi smeo i trebao da se tuma?i kao pravni savet. Bitno je da uvek ispunite sve regulatorne zahteve pre nego po?nete igrati u odre?enom kazinu.
