The player from Greece had won 2455.68€ after meeting the wagering requirements from a bonus. The player had attempted to withdraw part of it, but discovered 1667.30€ had been deducted from his account the next day. Casino support had not been helpful. The player had provided screenshots and detailed descriptions of his interactions with the casino. After the complaint had been escalated, the casino acknowledged a mistake in their system and refunded the deducted amount. However, the casino then repeatedly rejected the player's verification documents, which delayed the withdrawal process. After several days, the player's account was eventually verified and the requested withdrawal was completed. The casino had apologized for the inconvenience caused by the temporary deduction and the verification process.
OhMySpins Casino - Player's winnings have been confiscated.
Amount: €1,667
OhMySpins Casino
Safety Index:Very highCase closed
RESOLVED
Case summary
I made my first deposit at this casino and received a 100% first sign-up bonus that also included 20 free spins for 10 days.
I played with the money I had and unfortunately lost it all after a few hours...
All I had left were the 20 free spins in my account... So I went to play them and got lucky as I hit the bonus and won 202.30€. It required me to wager 40x as stated in the casino's terms and conditions... I played for two days trying to achieve the wagering of 8000€ it required in order to be able to withdraw...By the time I finished the required wagering, I managed to have 2455.68€ in my account.
I then requested to make a small withdrawal of 450€ and left 2005.68€ in my account to play with..
I logged into my account the next day, which is today as I write this complaint, and suddenly I see in my account that I only have 338.38€ and that 1667.30€ has been deducted from my account...
I try to talk to support and every time they give me a different excuse and terminate the conversations, disconnecting me from the account. I have to connect again and start from scratch to open a conversation and explain what happened again...
I can't figure out what is happening and I don't know what to do... Please, if you can and have the kindness to help me, I would be grateful 🙏
Hello patatouf73,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with OhMySpins Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Is the withdrawal still pending or it got canceled as well? When was the last time you spoke to the casino and what was it about? Did they explain the capped balance?
Looking forward to your answer.
Regards,
Nick
hi nick..
Thank you too for the quick response to my complaint..
I haven't verified my account as this is my first time depositing and playing at this casino... I haven't been asked for identification yet by the casino...
Yes withdrawal as far as I can see my account is still pending but that's normal because I requested the withdrawal 2 days ago and I know it takes a few days to process and pay...however I see it's still pending and it hasn't been cancelled. ...
I spoke to the casino yesterday in the online support of the casino and they told me that the amount was reported because I won the money from free spins without a deposit and that these free spins have a winning limit... And I agree as I have read and understood them very well casino terms...
I explain to them that I won the money from the free spins given to me with my deposit as I got the 100% first deposit bonus with 200 free spins on the book of fallen slot and they don't accept it....
I ask them to double check to see if they have made a mistake and the answer I get is that this is the decision from the relevant department and there is nothing they can do about it....
I have all the necessary screenshots that I can prove everything I'm telling you...
This is my casino history at the moment...€1667.30 completed withdrawal is the money taken from my account...€450 is the withdrawal I have requested and is still pending...And just from below is the first deposit i have made....
They give a first deposit bonus of 100% of the amount you deposit along with 200 free spins credited in batches of 20 per day for 10 days on the book of fallen slot...Which as I read in the terms of the bonus before activating it says that the requirements turnover of profits from deposit free spins is ×40..
From these free spins I won the money as you can see from the screenshots..
I was told by support when I asked them to send me the terms they tell me and they sent me this screenshot
However, I understand that this is a term for winnings from no deposit free spins that has nothing to do with my case
Thank you patatouf73 for all the information provided. I will now forward your complaint to my colleague Matej (matej@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello patatouf73,
I am sorry to hear about your troubles.
I would like to invite the casino representative into the case:
Dear casino representative, could you please check the case and explain to us what happened?
Good morning Matej
They finally refunded me without any notice of course and without any explanation....I happened to log into my account and saw this...
I emailed online support and asked if everything is ok with the account and the money and they said yes everything is ok and that there was a mess in their system and they finally saw that I had won the money from the first deposit bonus free spins. ...
Now they are asking me a bunch of papers for account verification...I sent them all yesterday one by one carefully just as they asked I hope they don't create any issue now there....
I was very lucky to win this amount from first deposit free spins and they are bothering me, I hope everything will be fine in the end...
Thank you very much for responding to the problem and for taking the time to help us with such issues...🙏🙏🙏
I have sent all the necessary documents they have accepted everything except my debit card photos for the fourth day in a row they cancel it without any information...
I talk to support and they tell me I have to resend the photos without explaining if there is a problem with the photos I send... They just say upload them again...
They are definitely doing this on purpose to make me lose all the money I won..already lost almost half of it….
I have all the documents I have sent them all carefully and correctly exactly as they ask....
I can't understand why they bother me so much...
First time I won something worthwhile from the casino world so long I only lost....And they have done everything to spoil all my joy 😔
Hello Matej
Happy birthday and a happy new year with health and happiness..🙏🙏
Today my color card photos were canceled for the 5th time in a row again without any information about why it is being canceled and without any explanation of what I need to do....
I'm thinking maybe they are canceling them because my card is old and faded a bit...But everything they ask for is clearly visible luckily...
I sent up to detailed analysis of my bank account for the last 3 months as requested...
It's been 17 days now that they are bothering me...Please help me 🙏🙏
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Good evening Matej
I have good news finally today I woke up to see that my account is finally verified documents are approved....
And the withdrawal I requested from 12-16-2023 has just been completed...
Finally everything went well thank you very much for your help and time to find a solution to my problem..🙏🙏🙏🙏
Dear customer,
Thank you for reaching out!
We would like to apologize for the inconvenience caused by a temporary deduction of the winnings from your account, which was done for investigation purposes.
As you have mentioned, now the funds have been returned and your withdrawal has been completed.
We congratulate you on your winnings and apologize for inconvenience.
Sincerely,
OhMySpins Administration
Dear patatouf73,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Matej
Casino.Guru
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