Omni Slots Casino - Pelaajan kotiuttaminen viivästyy.

Good day,

I applied to the casino for a payout of €330.

This was confirmed and also booked in the casino. However, I never received the money and that's why I contacted the casino.

Except that it is pushed to the payment provider, nothing came of it.

I don't see why I should be chasing my money now, so I'm asking you to clarify the matter.

thanks in advance

Guten Tag,

ich hbae bei dem Casino eine Auszhlaung beantragt über 330€.

Diese wurde bestätigt und im Casino auch so verbucht. Allerdings habe ich das Geld nie erhalten und mich auch deshalb beim Casino gemeldet.

Außer das es auf den Zahlungsanbieter geschoben wird, ist dabei nichts heraus gekommen.

Ich sehe es nicht ein, dass ich meinem Geld jetzt hinterher laufen soll und bitte sie daher den Sachverhalt zu klären.

Danke im Voraus

Hello mikegaatlanta,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Omni Slots Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Hello Nick,

I verified my account when I registered. It's been a few weeks.

The winnings were collected with real money.

I spoke to the casino weekly about the payout.

The payout was reportedly processed on 01/18/23. That's 3 weeks. And the money didn't reach me.

According to the casino, this is due to the payment provider

Hallo Nik,

Mein Konto habe ich bei ANmeldung verifiziert. DAs ist schon ein paar Wochen her.

Die Gewinne wurden mit echtem Geld gesammelt.

Mit dem Casino habe ich wöchentlich gesprochen uns es ging um die Auszahlung.

Die Auszahlung wurde angeblich am 18.01.23 verarbeitet. Das sind 3 Wochen. Und das GEld kam nicht bei mir an.

Laut Casino liegt das am Zahlungsanbieter

Hello mikegaatlanta and thank you for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you mikegaatlanta for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Omni Slots Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Hi Mike,

Thank you for getting in touch with us.

We're really sorry to hear that you still don't seem to have received the withdrawal that we sent to you 30 days ago.

From our side, all was executed successfully and on time and we thought that you'd have the money in your bank account at the same time.

You contacted us the following week to let us know you hadn't received it and we set out to find out why and make it right. I do apologise for the delay in these funds getting to you and hope that they were received on time and somehow missed, if not that your bank is able to locate these funds and assign them to your account if something went wrong at their end.

Our Payment Security Team have provided you with a proof of transaction, which will show that we sent the money last month as displayed in your Omni Slots account, and we hope that this helps you to resolve this mystery.

I hope that you have some nice wins next time too, and get to enjoy the smooth experience that we like players to have when playing with us. If we can be of any further assistance, please don't hesitate to get in touch with us.

Christa

Casino manager

Omni Slots

Hello,

Thanks to Omnislots for replying and sending proof.

In fact, no money has been credited to my account to date.

Can I contact the payment service provider?

Hallo,

danke an Omnislots für die Antwort und Zusendung des Nachweises.

Tatsächlich ist aber bis heute kein Geld auf meinem Konto eingegangen.

Kann man den Zahlungsdienstleister kontaktieren?

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.

Hi Mike,

Unfortunately, due to the payment processor's confidentiality clauses and provisions in our contract with them, we are unable to disclose their details to you. However, the proof of transaction you have received should be enough for your bank to assist you.

Please reply to our Payments Team's email if you or your bank require further assistance from us once you have contacted them.

Christa

Casino manager

Omni Slots

Dear mikegaatlanta,

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.

Hello,

I have now contacted my bank.

You can close the case as there doesn't seem to be any point in discussing what happened to my money with the casino.

It's a shame, I would have loved to have continued playing at Omnislots, but the history doesn't really make me want to.

anyway thanks to everyone involved.

Hallo,

ich habe mich jetzt an meine Bank gewandt.

Sie können den Fall schließen, da es ja anscheinend nicht zielführend ist, mit dem Casino zusammen zu erörtern, was mit meinem Geld ist.

Das ist schade, ich hätte gerne weiterhin bei Omnislots gespielt, aber der Verlauf bringt mich eher nicht dazu.

trotzdem danke an alle Beteiligten.

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help. 

We’ve reopened this complaint at the request of mikegaatlanta. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello,

thanks for reopening

My bank is CLEARLY saying that there is no deposit due to be held or anything like that.

Since the casino cannot/will not name a contact point for the payment service provider, I need your help.

Thanks for that in advance

Hallo,

danke für die Wiedereröffnung.

Meine bank sagt EINDEUTIG, dass keine Einzahlung anstand die zurückgehalten oder ähnliches wird.

Da mit das Casino keine Ansprechstelle des Zahlungsdienstleisters nennen kann/ will brauche ich Ihre hilfe.

Danke dafür im Voraus

Hi Mike,

Our team has looked into the matter again and liaised with the payment processor and provider it appears that the initial withdrawal transaction was rejected by your bank. Unfortunately, we didn't receive any indication of this issue on our payment processor side.

To avoid any further issues with your withdrawal, our payments team has requested that you provide us with an updated bank account for the withdrawal to be processed to. We're committed to resolving this matter for you and want to make sure that you receive your funds as soon as possible and working with external parties to ensure incidents like this don't occur again. 

Please respond to our Payments Team's email with your updated bank account details so that we may proceed. 

Dear mikegaatlanta,

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.

Hello,

I have sent you the bank details or replied to the email.

I don't have another bank account.

Hallo,

die Bankdaten habe ich Ihnen geschickt, bzw auf die Mail geantwortet.

Ich habe kein weiteres Bankkonto.

Hi Mike,

We transferred the money to your account more than 1 week ago. Please confirm that you have received it.

Thanks

Christa

Omni Slots

Hello,

the money has not arrived to this day. Santander Bank has probably blocked the money again.

Is it possible to transfer money to a friend? I don't have another bank account.

Hallo,

das Geld ist bis heute nicht angekommen. Wahrscheinlich hat die Santander Bank das Geld wieder blockiert.

Ist es möglich, dass Geld an einen Freund zu überweisen? Ich habe kein anderes Bankkonto.

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? 

Hello, no I have not received any mail. What other payment methods are there?

Hallo, nein ich habe keinerlei Mail bekommen. Welche Zahlungsmethoden gibt es denn noch?

Hi Mike

We have transferred the funds to your bank account again using a different method and have also sent you a proof of payment yesterday. Kindly confirm receipt of the funds.

Christa

Hello, no payment received until today.

Hallo, bis heute kein Zahlungseingang.

I have sent the account statement to support again.

Ich habe den Kontoauszug nochmal an den Support geschickt.

Hi Mike

Can you please confirm if you have received the payout after we used another method again?

Thanks

Christa

Money has now arrived. Can be closed.

Geld ist mittlerweile angekommen. Kann geschlossen werden.

Dear mikegaatlanta,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter