The player from Germany, who had previously requested permanent self-exclusion due to gambling addiction, found his account unexpectedly reopened by OhMySpins, which resulted in losses of €440. He requested the reinstatement of his self-exclusion and reimbursement for the lost funds, citing an email confirmation from support regarding a system error. The complaint was resolved after the player confirmed satisfaction with the outcome. The self-exclusion was reinstated and the issue with the lost funds was addressed by the casino. The player acknowledged the resolution and the case was closed by the Complaints Team.
OhMySpins Casino - Player's account has been reopened.
Resolved
Our verdict
Case closed
Amount: €440
OhMySpins Casino
Safety Index 8.7 HighCase summary
Discussion
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2 months ago
Translation
I had previously requested a permanent self-exclusion from OhMySpins last year due to gambling addiction.
My account should have remained permanently closed. Nevertheless, my account was unexpectedly reopened, allowing me to play again and deposit and lose a total of €440.
OhMySpins support subsequently confirmed via email that my profile had been reopened due to a "system error" and apologized for the inconvenience.
I then:
- the renewed permanent suspension of my account,
- as well as the reimbursement of the lost €440
applied for.
I can provide screenshots of the support response confirming the system error.
In my opinion, a player who self-excluded due to gambling addiction should not have been granted renewed access to his account and should not have been able to make any further deposits.
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2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please send me your self-exclusion request from last year, along with the casino’s confirmation that your account was closed, to veronika.f@casino.guru?
- Have you received any response from customer support regarding the refund of the deposits you made after your account was reopened?
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
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2 months ago
TranslationHello Veronika,
Thank you for your reply.
I have sent you the available documents and communication with the casino via email, including the casino's confirmation of the accidental reopening of my account due to a system error.
Regarding the refund, I have so far only been informed that the case has been forwarded to the responsible department and is currently being reviewed.
Thank you for your support.
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2 months ago
TranslationHello,
The casino requested my bank details for a refund. If the payout is processed promptly, the case can be closed. I'll be in touch.
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2 months ago
TranslationRefund/payment received, complaint can be closed.
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2 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Joshi777,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
