OhMySpins Casino - Pelaajan vahvistus viivästyy.

Hi,

Ohmyspins does not check my last document for verification.

I have sent all the requested documents to their email and also uploaded them opn their website,

I have contacted live support multiple times also only to recieve the same message over and over again.

They will forward my case to kyc department and i can expect an email.

But i never recieve any money help or email.

I can send email conversations i had with them.

Please ask the casino for the chat transcript also.

Regards.

Kenneth.K

Dear knutsen,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly you sent the last one? 
• Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

I have sent my ID, Selfie with my ID and their website in the backgroud.

Bankstatement as proof of address.

Screenshots of my e-wallet even though i made a deposit with crypto when i won.

Reason for that is because i made a deposit earlier with my e-wallet and lost.

Also my transaction history from the beggining till last transaction on my e-wallet.

So they can see how i topped my e-wallet up because they said they wanted additional documents from me as well.

And also proof of transaction to their casino.

If you have an email i can forward all emails and chat transcripts to you so you can see for yourself.

All my documents are already verified but they refuse to look at the last one and keep telling me to wait for an email.

Thank you!

Thank you very much for your reply, knutsen. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I sent it all to the given e-mail above.

It was not possible to attach pdf files here.

Thank you very much, knutsen, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear knutsen,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite OhMySpins Casino representative to join this conversation.

Dear OhMySpins Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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.

Dear knutsen,

Thank you so much for your patience, understanding and co-operation . We really appreciate it.

We are happy to inform you that your account has been verified. Please continue to use your account further.

Our team wishes you all the best for your future activities!

Best whishes,

OhMySpins team.

If my account is finally verified after months of waiting with the same documents as from the beggining.

Why are your support sending me another email asking me to verify.

It is very sad and tragic that your casino only takes action when getting pressured from a third party youn should absolutely be ashamed of yourself.

You recieved these documents months ago and now you verify my account because you will get bad ratings if you keep this up.

Thank you casino guru for helping but like i said it is very tragic that ohmyspins needs to be slapped on their fingers to do the right thing.

Their current rating is to me mindblowing.

PS. Dont you dare canceling my withdrawal now AGAIN

Guess what?

They declined my withdrawl again.

Amazing!!

I have still not recieved my withdrawl and it has gone a week since i requested it again!!!

Please casino.guru can you make a notification of their behaviour towards new costumers so that they dont have to go through what i have gone through Thank you!

Dear OhMySpins Casino,

Could you please clarify, why the player hasn't been able to withdraw his winnings?

Thank you.

Dear knutsen,

We are happy to confirm that your withdrawal has been processed and the money has been sent from our side 6th of February 2025.

The funds can take 3-5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

Our team wishes you all the best for your future activities!

Best regards,

OhMySpins Team

Dear knutsen,

Could you please confirm, if you have received the withdrawal?

Dear knutsen,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.