The player from Germany was unable to withdraw winnings from Ohmyspins after receiving an error message. Despite contacting the casino's support, he received unhelpful responses attributing the issue to his bank. He believed the problem was related to his account or the casino itself. The complaint was resolved after the player confirmed that the issue had been settled, although he reported having lost all his funds at the casino. The complaint was marked as resolved following the player's confirmation.
OhMySpins Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €1,000
OhMySpins Casino
Safety Index 9.1 Very highCase summary
Discussion
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4 months ago
Translation
I've been playing at Ohmyspins for quite some time now and haven't had any problems until now. However, after my last game, I can no longer withdraw my winnings. As soon as I select bank transfer and my amount in the withdrawal dialog, I get an error message.
I have already contacted the casino via chat and email regarding this issue. Unfortunately, they are not helping me and repeatedly claim that "my bank is refusing the withdrawal." This cannot be the case, as clicking "Withdraw" does not establish any connection whatsoever to my bank account.
The problem lies somewhere with my account or with the casino in general. Please provide assistance with this issue.
Thanks and regards
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4 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.
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4 months ago
Dear gandhi1988,
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 fully understand the situation.
- Could you please clarify the exact date when you requested the withdrawal?
- Could you let us know when you made your last successful withdrawal and how long it took to be processed?
- Could you please confirm that you have passed the KYC verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards
Petra
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4 months ago
TranslationHello Petra,
Could you please specify the exact date on which you requested the payout?
=> This is a constantly repeating and reproducible process. I've tried it many times, including just now. A withdrawal briefly appears in my casino account (see screenshot), and I receive an email. Then the withdrawal disappears again.
Could you please tell us when your last successful withdrawal was made and how long the processing took?
=> The last successful payout was on January 28, 2026. I don't remember exactly how long it took, but I think about a week (see screenshot).
Could you please confirm that you have passed the KYC verification?
=> KYC has apparently not been requested yet, and I also have no option to upload anything to the account (see screenshot).
Thanks and regards
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4 months ago
TranslationThe matter is now settled. I have since lost all my funds at the casino.
Many thanks to Ohmyspins Casino for refusing my payout.
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4 months ago
Dear gandhi1988,
Thank you for your reply. I understand how frustrating it must have been to wait for the withdrawals to appear in your account and to experience additional losses during that time. However, I’m glad to hear that you have now received the payments.
Could you please confirm whether all your requested withdrawals have been successfully processed and received? Additionally, can you confirm that the issue with the bank has been resolved so that we may proceed with closing your complaint?
Thank you in advance for your confirmation.
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3 months ago
Dear gandhi1988,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 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 gandhi1988,
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,
Petra
