Omni Slots Casino - Os ganhos do jogador são confiscados e a conta é encerrada.

Hello,

I won approximately €14,000 at Omnislots. After more than a month of no withdrawals, I finally received €5,000. The remaining €9,000 was reportedly "still being processed."

However, about two weeks after the first withdrawal, my winnings were canceled and my account was blocked – on the grounds that I had allegedly violated Section 11.6 of the License Agreement (which is definitely not the case).

Section 11.6 states:

"The operator prohibits player collusion and takes measures to prevent the use of devices such as robots that distort normal gaming behavior."

I have not violated any rules and have contacted the verification team several times, but I have not received a response yet.

Hallo,

ich habe ca. 14.000 € bei Omnislots gewonnen. Nach über einem Monat, in dem keine Auszahlung erfolgte, wurden mir schließlich 5.000 € ausgezahlt. Die restlichen 9.000 € waren laut Aussage „noch in Bearbeitung".

Etwa zwei Wochen nach der ersten Auszahlung wurde mein Gewinn jedoch storniert und mein Konto gesperrt – mit der Begründung, ich hätte angeblich gegen Abschnitt 11.6 der Lizenzvereinbarung verstoßen (was definitiv nicht der Fall ist).

In Abschnitt 11.6 heißt es:

„Der Betreiber verbietet Spielerabsprachen und ergreift Maßnahmen, um die Nutzung von Geräten wie Robotern zu verhindern, die das normale Spielverhalten verzerren."

Ich habe keinerlei Regelverstoß begangen und mehrfach das Verifikationsteam kontaktiert, doch bisher habe ich keine Antwort erhalten.

Dear ProHeroDeku,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. In order to assist you effectively, I would appreciate it if you could provide some additional information regarding your case.

• Could you please specify what types of games you played?
• Have you passed the full KYC verification?
• Is there any possibility that someone from your household or sharing the same IP also created an account at this casino?
• Did you play with or without an active bonus? If you played with a bonus, kindly send me a screenshot or a link to it.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hello Veronica,

Can you please specify what types of games you played?

• Yes, of course. I played slots and won the midi jackpot on Book of Anime, which is worth around €14,500.
• Have you passed the full KYC verification?
• I passed it completely.
• Is there a possibility that someone in your household or with the same IP address has also created an account at this casino?
• That may well be because my brother and I signed up at the same time.
• Did you play with or without an active bonus? If you played with a bonus, please send me a screenshot or a link. No, the winnings have absolutely nothing to do with a bonus.
• 
  

Hallo Veronika,

Können Sie bitte angeben, welche Arten von Spielen Sie gespielt haben?

• Ja gerne, ich habe Slots gespielt und bei Book of Anime den Midi-Jackpot gewonnen was sich bei ca. 14.500€ belaufen tut.
• Haben Sie die vollständige KYC-Verifizierung bestanden?
• Ich habe sie vollständig bestanden.
• Besteht die Möglichkeit, dass jemand aus Ihrem Haushalt oder mit derselben IP-Adresse ebenfalls ein Konto bei diesem Casino erstellt hat?
• Das kann gut sein da mein Bruder und ich zur gleichen Zeit uns angemeldet haben.
• Hast du mit oder ohne aktiven Bonus gespielt? Falls du mit Bonus gespielt hast, sende mir bitte einen Screenshot oder einen Link dazu.- Nein der Gewinn hat rein garnichts mit ein Bonus zu tun.
• 
  

Good day,

So I asked my brother because I wasn't sure whether he had set up his account at my house and he said no.

So only I myself created my account with my IP.

Guten Tag,

also ich habe mein Bruder gefragt, da ich nicht sicher war ob er sein Account bei mir Zuhause errichtet hat und das hat er verneint.

Also nur ich selber habe mein Account bei meiner IP errichtet.

Has your brother created his casino account at the same time as you?

Has your brother ever played at this casino while you were both at the same address?

Have you ever used your brother's device to access your casino account, or has he used yours?

No, not that.

No, not at the same time.

No, not that either

Nein, das nicht.

Nein, nicht zur selben Zeit.

Nein, das auch nicht

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

Hello ProHeroDeku,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite an Omni Slots Casino representative to join this conversation and participate in resolving this complaint.

Dear Omni Slots Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

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.

We stand by our decision to enforce our Terms and Conditions relating to duplicate accounts operation and can confirm that no further payments are scheduled to be made to the complainant accordingly. 

As you can see above, complainant originally said that he and his brother signed up at the same time then later retracted the statement. We have similar and additional contradictory/confusing statements.

It is difficult to respond with more detail to the complaint for two reasons:

1) If not all parties involved have voiced a public complaint here, we do not wish to breach anyone's privacy by muddying the waters and speaking to/about the wrong party's wins/communications.

2) We do not want to assist others who may try to circumvent our duplicate account and account security detection methods by providing more information on how we are able to suspect/detect.

Christa

Omni Slots

Dear Omni Slots Casino,

Could you please provide us with evidence of duplicate accounts and all the information relevant to the case? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

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.

Hello ProHeroDeku,

Unfortunately, the casino failed to provide us with the requested evidence. Therefore, we cannot continue resolving this complaint, and we are forced to close the case as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option on how you can try to resolve your issue - I recommend you contact the gaming authority the casino is regulated by (Malta Gaming Authority.) and submit a complaint directly to the regulator (https://www.mga.org.mt/player-hub/lodge-a-complaint/).

Please let me know once and how they responded (stefan.m@casino.guru).

I wish I could be of more help, and I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Stefan, Casino.Guru