The player from Germany made two deposits totaling 123 euros on 28.2.25, but his casino account was not credited. Despite multiple complaints and providing a transaction list to support, he received only evasive responses, and it had been nearly three weeks without resolution. The Complaints Team attempted to assist by requesting additional documentation, including payment receipts and bank statements, to verify the deposits. However, the case was ultimately rejected due to a lack of response from the player, preventing further investigation.
OhMySpins Casino - Player’s deposit has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €123
OhMySpins Casino
Safety Index:Very highCase summary
Discussion
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10 months ago
Translation
I made several deposits to my casino account on 28.2.25
Two deposits, one with 62 euros and another with
61 euros were debited from my bank account but the game account
not credited. I complained about this immediately and several times in the casino's chat, but to no avail. I always received only evasive information and requests to persevere. Even sending a copy of the transaction list from my bank account to
their finance department or support was useless. Apart from an acknowledgement of receipt, there was no further response. There are now
Almost 3 weeks have passed in which I am waiting for the credit
Automatic translation:
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10 months ago
Dear luckylooser007,
Thank you very much for submitting your complaint.
I’m sorry to hear about the issue with your deposit. I can only imagine how frustrating it must be to have your money disappear without reaching your casino account.
In cases like this, if the deposit was never credited, the best course of action is to contact your payment provider, as they will need to investigate where the funds are. Unfortunately, this process can take some time—often around a month—but they should be able to track what happened to your money. While this is being sorted out, I strongly recommend not making any further deposits to avoid similar issues.
To get a clearer picture of your case, could you please provide the following details?
- When exactly did you make the deposit?
- What payment method did you use (e.g., credit card, e-wallet, bank transfer)?
- Have you contacted the casino about this issue? If so, what did they say?
- Has the amount been deducted from your bank or payment provider, or is it still pending?
If you have any receipts or confirmation emails from your payment provider or the casino, please forward them to [email protected] so we can review them.
Your cooperation in providing these details will help us investigate and work towards a resolution.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
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10 months ago
Translation
Good day,
The two deposits were made on 28.2.25 between 6 and 8 p.m.
I had chosen SEPA transfer as payment method (see also appendix)
I have contacted the casino 15-20 times over the last 3 weeks,
but no binding statements about reasons and credit duration were received.
Even direct contact with the finance department was unsuccessful.No
I received no response, only an automatic receipt notification.
Both amounts were debited immediately
Wolfgang M***
Edited by a Casino Guru admin
Automatic translation:
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10 months ago
Hi luckylooser007,
Thank you for your patience.
In order to proceed with your complaint, I will need both payment receipts with visible transaction numbers. These receipts will help us verify your deposits and any other related transactions. If you have any receipts or confirmation emails from your payment provider or the casino, please forward them to [email protected] so we can review them.
Looking forward to hearing from you soon.
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9 months ago
Translation
Hello,
I have sent you the receipts with the transfer details on
27.3.25 sent by email
If you have not received it then please give me
Let me know, then I will send it again
Wolfgang M***
Edited by a Casino Guru admin
Automatic translation:
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9 months ago
Hi luckylooser007,
I'm sorry to learn that there hasn't been any progress since 28.2. Could you kindly share your bank statement, highlighting the deposit? The statement should cover the period from the day of the deposit until now, providing evidence that the funds left your account without being refunded.
Thank you.
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9 months ago
Dear luckylooser007,
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.
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9 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
