HomeComplaintsOhMySpins Casino - Player’s withdrawal has been delayed.

OhMySpins Casino - Player’s withdrawal has been delayed.

Amount: €500

OhMySpins Casino
Safety Index:Very high
Submitted: 10 Oct 2022 | Case closed : 31 Oct 2022
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 years ago

The player from Rhineland-Palatinate has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. The complaint was rejected because the player didn't respond to our messages and questions.

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2 years ago
Translation

Hello,

I submitted a payout on October 2nd, which has still not been issued to date. I'm already fully verified and I don't understand what the problem is. Several emails were answered with the statement that payment was in the final phase, then again in a later email that there was an increased volume. One is constantly put off with any excuses. Since I have the feeling that I am being stalled because other large casinos pay out within 24 hours and I do not understand this, I would be happy if they could solve this problem quickly. Kind regards Monschau

Automatic translation:
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2 years ago

Dear Maclami,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

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2 years ago
Translation

hey,


this is hard to accept as the casino advertises fast payouts of 3-5 days. Also, I'm already verified.

In the email communication, I was informed twice that the payout would be in the final phase, which is simply a lie, because different statements were made in other emails. Here you are simply stalled with any emails that I think are prefabricated, since no questions are answered specifically, only patience is required, which I no longer have.


lg

Automatic translation:
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2 years ago

Dear Maclami,

Have you received your withdrawal from the casino yet?

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2 years ago

Dear Maclami,

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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2 years ago

Unfortunately, we’re forced to close 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.

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