The player from Hungary had tried to verify his account by submitting the requested documents. However, the casino had continued to reject his bank statement without providing a clear reason. He had sought assistance to resolve this issue. We had contacted the casino, which specified that additional documents were needed to verify the source of funds. Despite multiple requests for the player to provide these documents, the player had failed to respond. Consequently, the complaint had been rejected due to lack of cooperation from the player. After some time, the player had requested to reopen the complaint, claiming to have sent the documents, and ultimately, the casino confirmed that the player’s account was verified, and the withdrawal was processed. The issue had been resolved successfully, and the player confirmed receipt of their winnings.
OhMySpins Casino - Player struggles with account verification.
Amount: €800
OhMySpins Casino
Safety Index:Very highCase closed
RESOLVED
Case summary
Hello, I try to verificate my account, i sent everything and they accepted the most of it, but they didnt accept my bank statement with the deposit to them, i sent them all of march (this is what they want) and they just reject it all time, I dont get any answer why and when I write to the live chat they say I need to write an email, but I dont get any answers to my email
So I would like to ask help in that case, thank you very much
Hello Szuroskrisztina0,
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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not or is it the bank statement only? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
I sent them the document and its says requested again after 1 day
I sent them my id and my card, my utility bill too, they accepted those, i have problem with only the bank statemant, i wrote them email 11 days ago, but no response
Thank you Szuroskrisztina0 for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hi Szuroskrisztina0,
I've just reviewed your case and am sorry to hear about your struggles with finishing verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear OhMySpins Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the player's bank statement wasn't accepted? Were there any details missing or was it provided in the wrong format?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
Dear Customer,
Thank you for reaching out to us.
In order to proceed with your verification, our financial department requires you to provide an original PDF document downloaded directly from the bank's website for the card ending with ****1815.
- This should contain all transactions, both incoming and outgoing, including deposits made to our platform, for the period from 15.02.2024 till 15.03.2024 in order to prove your source of funds.
Additionally, please upload your Selfie against the background of our site in which you are holding your ID document while our Website is open on a computer monitor or other device and is clearly visible on the photo along with your face and ID document. Please use this screenshot as a reference: https://prnt.sc/tn1lfv
Thank you for your cooperation!
Best Regards,
Customer Service
Thank you for the reply, OhMySpins Casino.
Dear Szuroskrisztina0, could you please specify if the document you previously provided met the requirements of the casino? Would you please send it to me too (natalia.b@casino.guru)?
Please, let me know as soon as you upload the requested documents.
Yes and I sent to them too in email couple weeks ago but no respond (and i will do the id verification soon)
Dear Natalia,
We did not receive any new documentation from the customer. Please advise the customer to upload the documents requested directly from their gaming profile.
Thank you for your cooperation!
Best Regards,
Customer Service
I dont even have 1815 end card number, i deposited with 3159 end card what i sent the photo too, i send the pdf, its the"beautybauble"
Dear OhMySpins Casino, would you please provide me with any screenshots where I can see how the payment details are displayed, from which card the player deposited? You can send the evidence to my email address at natalia.b@casino.guru, thank you.
And just to clarify the situation. The player claims that her casino deposit is displayed as a transaction named Beautybauble for 828.83 CNY in her bank statement. I have checked the name of the company, it's a Chinese company that sells hair accessories and other hair products. OhMySpins Casino, could you specify the name of the company that processes financial transactions for you? Is it Mirata Services LTD, which is mentioned in your T&C?
Dear Customer,
Thank you for your question.
We would like to kindly inform you that on 07.03.2024, an amount of 500,000 HUF was added to your Revolut account using the card ending with ****1815. Therefore, we kindly request you to provide us with the transaction history of this card for the period from 15.02.2024 to 15.03.2024 to verify the source of these funds.
Additionally, please upload your Selfie against the background of our site in which you are holding your ID document while our Website is open on a computer monitor or other device and is clearly visible on the photo along with your face and ID document. Please use this screenshot as a reference: https://prnt.sc/tn1lfv
Thank you for your cooperation!
Best Regards,
Customer Service
-------------------------------
Dear Natalia,
We would like to inform you that we have asked the relevant department to confirm the transaction that was made to us. Thank you for understanding!
Best Regards,
Customer Service
Yes its added to my revolut account, not to your casino, I dont understand the problem here
Its nothing to do with you, I only deposited 100 euro to your casino
Dear Szuroskrisztina0 could you please just confirm if this card ending with 1815 belongs to you or if it belongs to some other people?
Yes its mine, but I didnt deposited from that card, my transaction to you was a different card and date
Dear Customer,
We would like to inform you that the card ending in ***1815 was used to top-up another card, which was then used to make a deposit in our casino. For this reason, we require the transaction history of card ending in ***1815 to identify your source of funds.
We hope this clarifies your question.
Best regards,
Customer Service
Dear Szuroskrisztina0, I understand that you haven't used that particular account for depositing to the casino, however, the casino can request additional documents to make sure that the money belongs to you. Licensed online casinos must comply with AML policies, therefore they can request more documents to check the source of deposited funds from players, so your cooperation would be very much appreciated.
Dear Szuroskrisztina0,
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.
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
We’ve reopened this complaint at the request of Szuroskrisztina0. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
We have received the following message from the player:
Hello, sorry for not responding, i had some family problem, but i did everything and i sent to them, waiting for the approvel
Dear OhMySpins Casino, please, confirm if the player sent all the requested documents to you and if you already started reviewing them.
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.
Dear Szuroskrisztina0,
Unfortunately, the casino hasn't replied to our last messages. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact Curacao Antillephone (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Natalia
We’ve reopened this complaint at the request of OhMySpins Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
I have received the following email from the casino:
Dear Natalia,
We are reaching out in regards to the following complaint:
https://casinoguru-en.com/ohmyspins-casino-player-struggles-with-account-verification
We kindly request you to reopen the complaint and allow us the opportunity to resolve to the customer's satisfaction.
Thank you in advance.
Best regards,
Customer Service
Dear OhMySpins Casino, please check the last messages from the player, who claims to provide you with the requested document. Can you please share any information about this?
Dear all,
Thank you for your patience.
We would like to inform you that the customer’s account was verified on 23.07.2024 and his withdrawal was paid from our side on 01.08.2024.
Best regards,
OhMySpins.com
Thank you for the updates, OhMySpins Casino!
Dear Szuroskrisztina0, can you please confirm receiving your winnings from the casino?
Dear Szuroskrisztina0,
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,
Natalia
Casino.Guru
