OhMySpins Casino - O jogador solicitou autoexclusão enquanto tinha retiradas pendentes.

I submitted 3 deposits over the last few days. That is the max number i was allowed make, The first was on Dec 9th for 350€, the other tow December 11, and 12th, both for €500. I was asked for multiple documents, all of which i provided and they were all verified by about Dec 10/11. I have been in frequent contact with them about when my withdrawals would be processed, but they have kept telling me to be patient. This was frustrating for me, as i had another €1500 on my account that i also wanted to withdraw, but could not until these first withdrawals were processed.

So, today, the usual happened to me, I gambled away the 1500€ on my account, which is what Ohmyspins were obviously hoping would happen. I then contacted them telling them repeatedly that i had a gambling problem, i would self exclude and my 3 pending withdrawals processed. The first person i said this to told me I want allowed self exclude until my withdrawals were processed, then abruptly ended the chat. The next person, told me she would close my account but would not answer me about my withdrawals being processed and sent to me. She then closed my account abruptly leaving me not knowing where i was with regards the withdrawals. And the last person o contacted would not answer me when i asked him of my withdrawals were safe, that they would be sent to me.

Thats is why i am here. What do i do about this. I just want my withdrawals processed and sent to me. This feels like i am being robbed by them

Dear adb1981,

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. Could you please advise if your account was successfully verified before you requested the self-exclusion? How much was the active balance when the account got blocked?

Additionally, please forward any relevant communication between you and the casino. My email address is petronela.k@casino.guru.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hey Petrolela

Just to state, i had 3 pending withdrawals at the time of my account closing: for €350, €500 and €500. As for the rest of your questions:

Was my account Verified?

• Yes, i jumped through many hoops, it took a while, but my account was verified. They will not allow your withdrawal request to standunless your account is verified, they cancel your withdrawals until the account is fully verified. I sent them my passport, my drivers license, documentation of the card used(it was some document they asked me to get from my Revolut account in place of the front of the card i had deposited with), i gave them proof of address and any other documentation they requested. All was verified by them by Dec 10th or 11th, which was when I started making withdrawals.

What was my account Balance at the time of self-exclusion?

• At the time of the self exclusion, my account balance was close to 0. This was entirely down to the scam rules they have in place to prevent bettors from withdrawaing their money. As well as the 1350 in withdrawals i have pending, for many days i also had 1500 i wanted to withdraw. However, because customers are only allowed have 1 withdrawal a day of 500 and are only allowed have 3 active withdrawals, this was sitting in my account for days, while i waited for the first 3 withdrawals to clear. They took so long, i eventually gambled it away.

Please forward any communication with the casino

• I dont have any communication between the casino and I, as it was on live chat, and they don't provide a copy of that to me.

Thank you so much for looking into this for me. And if you need anything else from me, please let me know.

Thanks

Alan

Thank you very much, adb1981, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi adb1981,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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.

Is that it? So they avoid paying me my 1350€, and all that happens is that it "may negatively affect their rating"??????? Is there anything tense I can do to get my money???

Dear all,

Thank you for reaching out.

We would like to inform you that a total of 1350 EUR in withdrawals have been paid out to the player. Please accept our sincere apologies for the delay.

Best regards,

OhMySpins.com

Dear adb1981,

may I kindly ask you to confirm?

Hey Jozef

yeah, it was all paid out. Thank you so much for your intervention. I am pretty sure this would still be ongoing if not for you and your colleagues. My sincerest thanks

best regards

Alan

Dear Alan,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef