OhMySpins Casino - Player's withdrawal funds keep getting refunded.

I'm having trouble with a withdrawal

・I first applied on November 17th and when I inquired because it was taking a while, I was told

"We have processed it on our end, so it might be a delay on the payment provider's side (VegaWallet)"

・I usually use VegaWallet and have never encountered such a problem, so I contacted Vega

"It was found that Oh My Spin has been using Vega without going through the proper procedures, so we have suspended its use. You cannot withdraw until the affiliate has completed the proper procedure" they replied.

・As a result, I was refunded because the proper procedure was not completed.

・I received a standard withdrawal cancellation email and was urged to change my withdrawal method

I wanted to switch to a bank transfer, but gave up and deposited again with JETON because the system allows deposits but not withdrawals.

・Because wagering requirements were applied to the deposit amount, I had to reduce my funds for no reason to meet these requirements.

After barely meeting the wagering requirements, I applied for withdrawal via JETON, the method I had used for depositing.

However, yet again, I received a withdrawal cancellation email and the balance was returned to my account.

At this point, I am consulting via email but cannot get any responses.

I have also inquired several times via live chat

However, the only reply I get is "we will escalate this to the finance department and email you", and nothing gets resolved.

Although Oh My Spin has a good reputation on Casino Guru, I find this issue to be malicious.

What should I do? I would appreciate any advice.

Dear az8121,

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

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings?
• Was your account verified successfully in the past?

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

Dear petronela

Thank you for handling my problem.

・I received an email saying that my withdrawal had been canceled and was asked to choose another method.

It said that bank transfer was also possible, but since bank transfer was not an option under the withdrawal option on the site, I deposited the money again at JETON, cleared the wagering requirements, and applied for a withdrawal.

・Account verification was completed about half a year ago, and I had withdrawn money once from VegaWallet in the past.

I have attached the withdrawal cancellation email and the log of the live chat interaction.

Thank you very much, az8121, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear petronela

thank you.

No matter how many questions I have about JETON withdrawal cancellation, I can't get any answers.

I don't know what's causing it...

Although the amount was small, I was forced to make an additional payment due to the problem on the other side.

I feel angry that there has been no reply for such a long time.

However, they send me promotional emails every day.

I would like to resolve this issue even if it takes some time, so please continue to work with me.

Hello, az8121!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Dear Pavel

Thank you for responding to my problem

Please continue to support me after this.

Dear Customer,

Thank you for reaching out.

Unfortunately, due to payment method availability limitations, we will be able to manually pay out to one of the following payment methods:

- Ecopayz, Mifinity or cryptowallet.

We would like to kindly ask you to provide us with your account information for one of the methods mentioned, and we will make sure to prioritise the payment when you do it. Thank you in advance.

Best regards,

OhMySpins.com

Whether it's VegaWallet or JETON, I made the deposit as indicated in the payment method on the site.

- Ecopayz, Mifinity or cryptowallet

I don't have these accounts, do I have to create one?

The withdrawal cancellation email states that bank transfer is also possible, but is that also not possible? ?

In the first place, I have repeatedly contacted you regarding this matter, but why have you not received a response?

OhMySpins.com, is withdrawal through the bank transfer not possible as well?

Dear az8121, if the bank transfer is not possible, you will need to create an account in any of mentioned payment services and to deposit to verify it.

First of all, I created a Payz account.

However, do I have to deposit again in order to withdraw money?

Depositing money with JETON was also pointless. . .

If you keep making additional deposits, will you really accept withdrawals?

Very good! Now, please, provide the casino with an account information for your Payz account, using channel of communication, which you have used before. I believe, it is possible, that there will not be the necessity to make a verification deposit, but it is still possible, that the casino will ask you to do it, just so you know.

Dear Pavel

Even if you send your account information via email, you probably won't receive a reply or withdraw your money.

However, that's all I have for now, so I'll send an email and wait.

Oh My Spin.com

We have sent you Payz account information via email, so please respond accordingly.

Dear Customer,

Thank you for providing us with the information.

We would like to inform you that the payment for 9002 JPY was processed from our side today.

Best regards,

OhMySpins.com

az8121, please, let us know as soon as you will receive your funds!

I just confirmed that the money has arrived at Payz.

Thank you Pavel for your help.

I don't think it would have been resolved if you hadn't brought it up here.

I'm really thankful to you.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, az8121, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Pavel K

Casino.Guru