Onedun Casino - Игрок заявляет о задержке выплат.

This website is a scam, I asked for myself to be self excluded or blocked because of a gambling problem that was never done because they said I can’t withdraw with an exclusion / time out. How is that fair? How does this website even run. I waited 13 hours being run around in circles until I got fed up and said this is a scam I don’t care about my balance because nothing works on this stupid site. Please let me know ur contact information I have a lot of evidence and threads to send you. They don’t know what there doing and the "vip managers" are useless because they give u incorrect information multiple times.

Dear sati725,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hi, they lied and kept running me around in circles and do not follow there own guidelines which are as follows :

Proof of Identity

You are required to submit one of the following documents as proof of identity:

• Passport

• Driving license

• ID card

• Residence permit 

The document provided must be current and display a valid expiration date. It must include an unaltered photograph of you, as well as your date of birth. Any watermarks on the document must be clearly visible.

Proof of Address

Please provide one of the following documents as proof of address:

• Government-issued letter

• Any official document containing your address, issued within the last three months. Examples include a real estate/property tax invoice, a utility bill (excluding mobile phone, internet, or digital TV bills), an insurance policy, etc.

• Bank statement that includes your address, issued within the last three months.

The document must clearly display your full address, including any postal or zip codes, as well as your full name. It should also feature the official logo of the issuing entity, preferably in PDF format. Please note that scanned documents are not accepted

Proof of Deposit

Please provide a screenshot or photograph of your bank account number or payment method, clearly showing your account number, your name, the date and amount of the deposit, and the reference number. Kindly note that specific proof of deposit is required depending on the payment method used. For detailed information, please refer to the guidelines below. Please review the following requirements based on the payment method used:

• For credit card payments, submit images of both the front and back of the card. Ensure that only the first six and last four digits of the card number are visible in the images. The CVC and CVV numbers must be covered. Additionally, the card must be physically signed.

• For e-wallet payments, provide a screenshot of your e-wallet account, displaying your personal details on the settings page.

Your name, email address, or e-wallet account number must be visible.

The screenshot must be dated within the last three months.

• If you made a deposit via vouchers, provide a photograph of the voucher used to verify the payment method. To expedite the withdrawal process via bank transfer, please also provide a bank statement in PDF format.

Kindly note, that we do our best to verify your account as soon as possible. 

Normally, account verification takes from 1 minute to 24 hours.

i sent all this information and they kept asking for more and more statements and selfies and saying there incorrect so I could never withdraw.



Here is some evidence that they didn’t even follow their own guidelines and kept asking me for more and more and wouldn’t time me out or self exclude me or do anything. I indicated everything to them.

They won’t even reply to me anymore about how they will refund me… please can you contact them on my behalf based off all this information I’ve sent?

I have not received my refund and got 0 replies thus far.

Dear sati725,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

They won’t reply to me, I haven’t received a refund even though they admitted fault for all the issues. I’d like a refund asap and the funds paid out this is very unfair.

please see attached screenshots as to why they offered a refund and never gave it or gave me the funds I had when I asked for a loss limit. Please intervene I am begging u.

I asked for a loss limit at around 5500$ they instead offered a refund of my deposit, but I want the full amount like I had won. This is very unfair and unethical.

Nonetheless never followed up. I want the funds I had won this is a literal scam they are trying to not take ownership for anything.

Dear Sati725,

None of the provided conversations suggest that you reported any gambling issues, which is why self-exclusion would not have been applicable, as it is specifically intended to address problematic gambling behavior.

Could you please forward the full email communication with the casino to nikolas.b@casino.guru for further review? Additionally, on what basis did the casino agree to refund your deposit, and when exactly was this promise made?

Lastly, could you confirm whether your casino account is still active?

Looking forward to your response.

Best regards,

Nick

The account is blocked and I’ve emailed it all. Please see the emails they wouldn’t offer me it if I wasn’t right.

Please see the emails I sent you as they literally offered me a refund but won't pay out the full amount . I deserve the full payment...

Dear Sati725,

Thank you for your correspondence. Unfortunately, there is no evidence indicating that you mentioned gambling addiction, the reason for the casino closing your account, or that they promised any kind of refund.

Without any actual proof, we regret to inform you that we are unable to proceed further and will be forced to close this complaint. We strongly recommend addressing this matter directly with the casino, as we cannot assist players without the required supporting evidence.

If you obtain any relevant documentation or proof in the future, please feel free to reach out, and we will be happy to reconsider your case.

Best regards,

Nick