The player from Germany, who previously requested permanent self-exclusion due to gambling addiction, finds his account unexpectedly reopened by OhMySpins, resulting in losses of €440. He has requested the reinstatement of his self-exclusion and reimbursement for the lost funds, citing an email confirmation from support regarding a system error.
OhMySpins Casino - Player's account has been reopened.
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Waiting for Casino Guru to reply
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OhMySpins Casino
Safety Index:Very highCase summary
Discussion
Public
Public
5 days 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.
Automatic translation:
Public
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3 days ago
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3 days 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
