The player from Austria requested an account closure, however, his account has remained open. We were forced to reject this complaint because the player did not request the self-exclusion due to gambling addiction.
OhMySpins Casino - Player’s account has not been closed.
Amount: ??
OhMySpins Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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2 years ago
Dear TinoResch,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).
Could you please specify the reason for closing your account? Would you be so kind and forward me the account closure requests that you sent to the casino? My email address is kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance.
Best regards,
Kristina
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2 years ago
Translation
Was just emailed.
Thanks for your help - this rogue casino is a disaster
Automatic translation:
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2 years ago
Thank you for your reply and email, TinoResch. Although I understand your frustration, I would like to emphasize that in this case, we cannot penalize the casino for not closing your account. We only proceed with complaints regarding self-exclusion requests due to gambling addiction.
Since you mentioned that you are dissatisfied with the casino and its support, I am afraid that we are not able to help further and we don't think the casino did something wrong by leaving your account opened.
Please, do not hesitate to let me know if I have overlooked something or if there is anything else I could do for you, otherwise, I will be forced to reject this complaint.
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2 years ago
Translation
I see it differently, self-exclusion is also ignored
Automatic translation:
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2 years ago
I would like to emphasize that self-exclusion is in our opinion just a tool to close your account if there is not a valid reason (gambling problem) stated in the request. Since you have not mentioned it, I am afraid that there is not much more we could do for you and we don't think the casino did something wrong by leaving your account open. We would really like to help, but it is impossible for us this time.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
