The player from Australia had been waiting for over two weeks for her withdrawal to be processed. Initially, she was told that no verification was necessary, but later she was asked to send verification documents. Despite her frequent chats and emails, her issue remained unresolved. The player had submitted various documents, including bank statements, photo ID, transaction history, and bank card photos. However, the casino kept rejecting them and did not respond to her emails. The player had won her money after wagering a bonus which had no max withdrawal limit. Eventually, the casino approved her Bitcoin transaction, proof of address, and ID. In the end, the player reported that the casino had paid her withdrawal money. We had marked the complaint as 'resolved'.
OhMySpins Casino - Player is experiencing difficulties with the verification and withdrawal.
Amount: A$800
OhMySpins Casino
Safety Index:Very highCase closed
RESOLVED
Case summary
i have been waiting over 2 weeks for my withdrawal.
first I was told 3 days and then there was a delay.
I was told they would priorities me, that it was done, it’s being done Yet it hasn’t.
I was informed that I didn’t need to be verified for my first withdrawal and then I looked at my account and I needed to send stuff to be verified.
I have sent everything they needed more then once.
I have sent emails and been in chat everyday and no one has helped me.
this is absolutely disgusting
Dear Juzzy92,
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 understand the whole situation completely.
Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? Have any of your documents been approved by the casino?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
I have sent bank statements, photo is, transaction history, bank card photos.
i actually re uploaded more today as they were rejected again.
they keep saying they will email me but I haven’t once received an email or once gotten a reply to my emails.
I won the money after wagering a bonus which had no max amount for withdrawal.
all that has been approved is my Bitcoin transaction, proof of address and my id.
they wanted an Apple Pay statement and as I explained to them every day for the past week when I try and get it they tell me if I want past transaction to refer to my bank statement
Dear Juzzy92,
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,
Veronika
Casino.Guru
