The player from Italy has had his account blocked after attempting to withdraw €620 in winnings. The casino allegedly used the justification that a deposit was made using a different card. The player argues that his winnings were not from this deposit, and if the casino refuses to pay out the winnings, he requested all his deposits made since this incident. After gathering and reviewing all the necessary information, we decided to close the complaint as unjustified due to breaching the casino's Terms and Conditions - using a 3rd party payment method. Despite the complainant's claims that was just a one-time mistake, the data clearly shows there were 2 consecutive deposits made by 3rd party payment method (bank card), which is strictly prohibited by industry-standard rules. It would not be possible to complete his KYC either. All the user's deposits, apart from the last one that should have been refunded, were lost by playing games, so there is no justified reason to refund anything else. The casino acted correctly and in accordance with its Terms and Conditions, and we accept its decision.
OhMySpins Casino - Player's account was blocked.
Amount: €620
OhMySpins Casino
Safety Index:Very highUnjustified complaint
REJECTED
Case summary
Good evening,
I have been playing on this site for 4 months.
As long as I won small amounts, less than €70, everything went well.
1 month ago I first won €500 and then €120 and after 1 month of trying to withdraw, they blocked my account.
Casino Motivation: 4 months ago I made a mistaken deposit of €20 with a family member's card with similar numbers to mine, compared to much higher deposits made with my card later.
Of course I didn't win anything with that deposit. I won the €500 with a deposit from my card.
Now they tell me it's "against the rules" however in the 3 months after this deposit they had no problem taking my deposits, the problem only arose when I hit a big win.
As already said, it was an oversight and I find this situation ridiculous, they either give me my winnings or give me back all the money deposited after depositing with the wrong card.
Dear Raucheruschi,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, depositing with a third-party payment method is prohibited by the vast majority of online casinos. I checked the terms and conditions, and this is what I found:
„4.1
...
the credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty."
Furthermore, please check our Fair Gambling Codex for Players:
"Payments
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."
Nonetheless, to thoroughly assess this case, I would like to gather some additional information. Do I understand correctly that you only made such a deposit once? How many deposits did you make with your own payment method?
Also, do I understand correctly that you made successful withdrawals before?
Thank you very much in advance for your reply.
Best regards,
Kristina
Hi, thanks for the reply
Yes, I only made a deposit of 10 or 20 euros with the "wrong" card.
Actually I'm not even sure if this happened, I didn't remember this since it's been a long time, but if the site is accusing me it will probably be like this since it has the last digits very similar to mine I'll be confused.
Against this, I made 20/30 ina of deposits with my card, I don't know the exact number since they closed my profile, but the number is certainly more than 20.
I successfully made a €60 withdrawal, despite having already played with the "wrong" card. But that's fine with them only if you win a little, if you win a lot they use it as an excuse.
However, I know that playing with a card that is not mine violates the terms, but a serious casino I believe that:
1) would understand that it was once due to human error and pay the winnings
2) at least it would refund you any deposits made after you used the card not in your name.
Oh my Spin does neither because the truth is that they are out to get your winnings.
I wish I could answer you more accurately, but my profile is blocked and I can't check how many deposits I've made, but certainly more than twenty or thirty deposits.
I conclude by firmly reaffirming that NONE of my winnings are from the "disputed" deposit with a card not in my name, but they are winnings from deposits from my cards.
Thank you
Thank you very much for your reply, Paolo0304. 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.
Dear Paolo0304,
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.
Good evening, I have sent all the screenshots of the conversations I had with oh my spin by email to the email address indicated.
thanks for waiting.
Thank you very much, Paolo0304, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.
Hello, Paolo0304,
I am sorry to hear about your unpleasant experience, and sorry for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite OhMySpins Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear OhMySpins Casino team,
Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and withdraw the disputed winnings?
If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence? Can you please share the player's complete transaction history with me?
Were the winnings accumulated from a deposit made from his own payment method? Are we talking about only 1 deposit made possibly from someone else's payment method in the past?
It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).
Thank you in advance for providing the information.
Hi, thanks for your availability, I'm waiting.
Dear Branislav,
Thank you for contacting us.
We have sent you an email with the explanation of the case and answered your questions too.
Please let us know in case you have any further concerns.
Sincerely,
OhMySpins
Greetings all,
I am sorry for the delay.
Dear OhMySpins Casino team,
Thank you for your email and the details provided.
Could you please look at my last email regarding the matter, and provide me with the additionally requested details?
Dear Paolo0304,
I can see that not one deposit was made by mistake, but 2 deposits (there were even about 8 days between them) from a different payment method. Therefore, a few more questions arose.
We are talking about a bank card, so the user has to fill out all the personal data from it while making deposits, and I see only the last 4 digits are similar to your bank card, other numbers are far from similar digits combination. In addition, if you made those 2 deposits, it was necessary to fill out also 3-digit numbers from the back of the bank card. Those have to be filled out manually upon each transaction, and it is almost impossible they could match with 3 digits on your bank card.
So the main question is:
How is it possible to make a deposit with someone else's bank card without noticing all the stated things, by mistake and twice consecutively?
And another one:
Since you could just be happy you were allowed to play in the casino despite breaching the Terms and Conditions, to use its services, and even being able to withdraw previous winnings (which means that the mentioned successful withdrawal was very likely done prior to the alleged mistake - so it is irrelevant) - why should the casino return all your lost deposits made after using the payment method in question if you lost them by playing as any other regular player?
What was your last deposit made to the casino? Can you please confirm it has been already fully refunded?
Looking forward to hearing from you.
Dear Branislav,
We have replied to your email with the additional details.
Please let us know in case you need any further information.
Thank you for your understanding!
Sincerely,
OhMySpins
Dear Paolo0304,
Since you were given space to express yourself and have not used this opportunity despite having plenty of time for that, I would like to speed the process up instead of unnecessarily dragging it out, and I would like to inform you about our final decision regarding the matter. Basically, our attitude was already indicated above.
After gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's Terms and Conditions - using a 3rd party payment method, which means a serious breach of the casino's rules.
Successful verification is a must to be able to withdraw any funds from your casino account unless it is about a very low amount, depending on a particular casino. Moreover, each player is obliged to use only his own funds for deposits and payment methods in their name. Since you failed to pass the KYC and the data shows it was not just a mistake, but rather intentional action(s), the casino acted correctly and in accordance with its Terms and Conditions, and we accept its decision.
I am 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. We are here to help.
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.
Thank you very much, OhMySpin team, for providing information and for your cooperation.
Best regards,
Branislav, Casino.Guru
