The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing additional verification. Player’s complaint has been resolved successfully.
OhMySpins Casino - Player’s struggling to complete the account verification.
Amount: €300
OhMySpins Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Easily drawn out and not yet completed KYC review. As a result, my profit is still not received. Withdrawal request was on October 9th, 2021. Email correspondence from October 9th, 2021 to November 4th, 2021.
Casino thinks that my IP is not visible. Prompt me to log in with a public IP. They also asked me to log into my gaming account with a different connection and device to confirm my IP address.
Request to submit another proof of address. Which I did too. Request to provide an explanation of what my name means in my e-mail and whether this e-mail address also belongs to me.
Inquiries in the chat are not answered. You wait in vain for help there.
Automatic translation:
Public
Public
3 years ago
Dear Malganes,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
There's seem to be a lot of obstacles standing between you and the winnings. I can only suggest cooperating fully with the casino and keeping us informed.
Looking forward to hearing from you.
Best regards,
Petronela
Public
Public
3 years ago
Translation
I have never experienced anything like it. First there was an e-mail from the casino from November 5th, 2021 at 12:25 p.m. that my account had been closed.
Content of the email from the casino:
Account closure
Dear xxxxxxxxx,
We would like to inform you that your account has not passed the verification process and has now been closed without the right to reopen. We apologize for the inconvenience.
Then an e-mail came from the casino from today, November 5th, 2021 at 3:39 pm that my withdrawal has been processed successfully.
Content of the email from the casino:
Your payout has been processed successfully
Dear xxxxxxxxxxx,
We are pleased to announce that your EUR 300.00 withdrawal request has been processed by our finance department.
The money should be in your account in no time. Please note that there can be delays of up to 3-5 working days for bank and credit card transfers.
Will my account be closed first and then will I get a payout after all? What kind of a way to deal with you, please? Something like that doesn't work in any way!
I then tried to log into the casino to see whether I was really blocked and the message then came this: User is disabled by the administrator
So my account was actually closed. I have no idea how the payout came about or what prompted the casino to take this step. I would like to thank the Casino Guru team for their help and I think that this case can then be closed here. The payment was made today. A bitter aftertaste will remain.
Automatic translation:
Public
Public
3 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Malganes, for your confirmation, and please don’t hesitate to contact us if you run into any issues with any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
