OhMySpins Casino - Player’s experiencing difficulties withdrawing her winnings.

This casino states term and conditions see attached. I've been waiting and chasing and speaking to customer service its over there time and im still waiting they. Throw off and state its with financial department and high importance etc. And just tell me to be patient. The customer service people on chat are rude and they don't care. I spend alot of money and for once I actually decide to make a qithdrawl and I spend and lose more than I've won. And they are holding onto my money and saying I just have to wait. And its almost approved and paid etc. Im sick of chasing them daily and waiting. They take my money without any questions yet I actually have a win and decide to pull it out and they hold of hoping im going to put it back in. Just give me what I've won and stop lying and stuff. I've waited there ridiculous times and im over being told the same fhing and lies. I want my 714. Oh they have also blocked my email address see attached so im a customer and they blocked my emails as im asking support where my money is. I have all right. Pretty much they have stolen from me and they should not be a licenced casino its disgusting I've been scammed or something isn't right I wasn't to take this further

Dear Leisa,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

Do I understand correctly that your withdrawal has been requested on the 17th of April?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you in advance for your reply.

Best regards,

Petronela

They have now said that they tried to process the money into my bank based on information id given. And stated that my financial institution had blocked the transaction. I then went straight to my bank and they have the info and state that they have not done this and that the casino is lying. Now the funds had been put back into the casino account and I was asked to re submit info for another bank account to try. And now all the whole amount has been played through.. this casino is dodgy. And my bank states that its not a very good situation and they are escalating as they are lying about my bank. They have the evidence and now all the funds have been played through on games which is very actually not the case. Why would I go and play the whole amount through straight up if I had escalated with you guys. And also my bank. They have every piece of evidence and also the email etc they state down in writing that my bank is blocking etc and they are actually lying. Its disgusting. They also blocked my email address from even contacting them. I put my money into this casino fair and square and I won. They are legitimately dodgy and not actually running a good casino. They lie and also clearly doing the wrong by consumers. It shows the money being played through straight after they emailed me and said please re advise etc. Why would I go so far into this and pursue and then play the money onto games. They are actually liars and doing dodgies. Now I have 0 dollars in the account. This is not fair. What do I do now

Dear Leisa,

If the casino stated that the funds have been rejected by the bank it doesn't necessarily mean that it was your bank. It might have been an intermediary bank.

Furthermore, if you believe that the funds have been played without your consent, please forward your entire game history to petronela.k@casino.guru. Looking forward to hearing from you.

Dear Leisa,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.