OhMySpins Casino - Player's account was blocked.

Buonasera,

gioco su questo sito da 4 mesi.

Finche ho vinto cifre piccole, minori di 70€ è andato tutto bene.

1 mese fa ho vinto prima 500€ e poi 120€ e dopo 1 mese di tentativi di prelievo, mi hanno bloccato l’account.

Motivazione del casino: 4 mesi fa ho fatto un deposito di 20€ erroneamente con una carta di un mio familiare avendo le cifre simili alla mia, a fronte dei molto piu alti depositi effettuati con la mia carta successivamente.

Ovviamente con quel deposito non ho vinto nulla. I 500€ li ho vinti con un deposito dalla mia carta.

Ora mi dicono che è "contro le regole", però nei 3 mesi dopo questo deposito non hanno avuto problemi a prendersi i miei depositi, il problema è sorto solo quando ho fatto una grossa vincita.

Come gia detto, è stato un errore di svista e trovo ridicola questa situazione, o mi danno la mia vincita o mi rendono tutti i soldi depositati dopo il deposito con la carta sbagliata.

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

Ciao, grazie della risposta

Si ho effettuato solo un deposito di 10 o 20 euro con la carta "sbagliata".

In realtà non sono nemmeno sicuro che cio sia avvenuto, non mi ricordavo questo dato che è passato tanto tempo, però se il sito mi sta accusando probabilmente sarà così dato che ha le ultime cifre molto uguali alla mia mi sarò confuso.

A fronte di questo ho effettuato una 20/30 ina di depositi con la mia carta, non so il numero preciso dato che mi hanno chiuso il profilo, ma il numero è sicuramente superiore ai 20.

Ho effettuato con successo un prelievo da 60€, nonostante avessi gia giocato con la carta "sbagliata". Ma a loro cio sta bene solo se vinci poco, se vinci molto la utilizzano come scusa.

Comunque so bene che giocare con una carta non mia viola i termini, però un casino serio credo che:

1) capirebbe che è stato una volta dovuta a un errore umano e pagherebbe la vincita

2) quantomeno ti rimborserebbe tutti i depositi effettuati dopo che hai usato la carta non a nome tuo.

Oh my Spin non effettua ne l’uno ne l’altro perché la verità è che cercano in tutti i modi di prendere le tue vincite.

Vorrei poterti rispondere piu accuratamente, ma ho il profilo bloccato e non posso controllare quanti depositi ho effettuato ma sicuramente piu di venti o trenta depositi.

concludo riaffermando con fermezza che NESSUNA delle mie vincite proviene dal deposito "contestato" con una carta non a nome mio, ma sono vincite con depositi da carte mie.

Grazie

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.

Buonasera, ho inviato tutti gli screen delle conversazioni avute con oh my spin per mail alla mail indicata.

grazie per l attesa.

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.

Ciao, grazie per la disponibilità, attendo.

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