OhMySpins Casino - Player blocked after feature-related monetary loss.

I'm ok with losing everyone wins and losses ..but I joined here because it looked good on reviews played a few games done ok so I tried cash grab 20 euro said ok nothing happened but 20e left my account been an ejit I pressed it again same story ..but I seen my credit had not moved so pressed it again bang another 40 e gone .. backed away contact support all good then I was logged out ok this was strange logged back in don't forget I just joined so ok back in played a few games and made the mistake of trying cash grab again bang 40 gone again I contacted live support 8 times to be cut of and eventually blocked I just asked for my money back and I would have been ok to keep on playing but nope blocked I will go further now as they broke there own rules ... Don't play here it's obvious it's a fake site

Dear Cabra54,

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

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

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

Best regards,

Nick

I've done all this I've even got back to site and been made a fool of as if I'm begging for my 100 euro back .. it's 100 euro of they are that stuck for it let them keep it they won't last long

Dear Cabra54,

Can you please clarify when exactly did you make the deposits? When did you forward the payment confirmation to the casino and when was the last time they responded to you regarding this issue? Please forward any relevant communication between you and the casino to nikolas.b@casino.guru.

That would be ok but I'm blocked you can email me you have my email it's your fault

Dear Cabra54,

I do not understand what do you mean by blocked. Please note that I haven't receive any e-mail from you yet so please forward the requested evidence and answer the previously asked question in order to move forward with the complaint. As a reminder - nikolas.b@casino.guru.

Dear Cabra54,

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.

I have emailed again explaining the whole situation still no reply

Hello Cabra54 and thank you for the explanation. However, by forwarding the communication I meant the communication between you and the casino (live chat or e-mail support) so we are able to see their statement as well.

Also, it is possible to see those bets within your betting history (if yes, please forward it as well). Was the money purely real money balance or you had any bonus active?

I am unable to send you anything as they blocked me straight after the complaint I haven't received an email or nothing of them .... I understand your trying to help but I have no evidence because they blocked me and seen as there a company and I'm only 1 person complaining about 100 euro they won't give a hoot but I want people to see how they treat there customer they robbed me of 100 euro that's nothing to them so why should they care

Thank you Cabra54 for all the information provided so far. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Cabra54,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask OhMySpins Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked?

Thank you.

Best regards,

Tomas

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 Customer, 

Thank you for reaching out to us. 

We would like to bring to your attention that we checked your gameplay in Cash Crab. Regrettably, all your bets resulted in losses, as you were unable to catch any balls during the game.

We hope this clarifies the case to you! 

Please let us know in case you have any further questions. 

Best Regards, 

OhMySpins 

No it doesn't how can I play a game I can't see how is it right for you to say I lost when I can't see sure if that's the case you can rob every player and just say hard luck you lost I'm not excepting that poor excuse that is a shocking way to answer a player sorry you lost even doe you can't see it you lost we won tough.... No I defo want my money back now what a way to treat a customer

Dear OhMySpins Casino,

Can you please provide us with evidence that shows the player's bets have all resulted in a loss? You can send the data to my email address: tomas.k@casino.guru

Kindly let me know once you do so.

Kind regards,

Tomas

And how am I supposed to do that rewind time I told your staff straight away they said it would reset try again don't try swing this on me because your customer care is rubbish keep your 100 euro people will see these comments and can make there own mind up on how rubbish you really are

Dear Tomas, 

We have contacted our relevant department for the evidence. Once we obtain this information, we will promptly provide you via email. 

We appreciate your patience! 

Best Regards, 

OhMySpins

Thank you for the information, OhMySpins Casino.

I will now extend the timer by an additional 7 days. Kindly let me know once you have forwarded the evidence.

Kind regards,

Tomas

I can't forward anything they win it's my word against there's and seen as there a company and I'm only 1 person they win but at least I let other people see how they treat there customers so it's worth the 100 euro

Dear All, 

Thank you for your patience! 

After reviewing the rounds with the relevant department, it has been decided to refund back the amount of 100 EUR to the customer. 

Therefore, we kindly request the customer to send us their following bank details for a manual withdrawal to our email: support@ohmyspins.com 

Full Name (please include all names including middle names)

E-mail

Bank Account’s Owner name

IBAN/Account no.

Bank Name

Bank location (Country)

SWIFT/BIC

Thank you for your understanding and we sincerely apologize for the inconveniences. 

Best Regards, 

OhMySpins 

Dear Cabra54,

I hope this is good news. Can you please provide the casino with bank details so they can proceed to withdraw funds manually?

Kindly let me know once you do so. Thank you.

Kind regards,

Tomas

Will do. Update I have sent all details

I have received my 100 euro back and would just like to thank casino guru for there help ...it's a pity it had to be published rather than the company sorting it out privately unfortunately it looks bad on there part but the good thing is they did agree in the end it was there fault and paid me back ..

Dear Cabra54,

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,

Tomas