OhMySpins Casino - Player struggles with unresolved verification issue.

i am trying over a week to withdraw my money, they asked me for verification and i sent every file they needed multiple and they kept rejecting it for no reason. then i sent them an email with every document they needed and now (6 days ahead) i still got no response.

Dear michaargir,

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 take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• If there's any relevant communication, please forward it to petronela.k@casino.guru.

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

my problem is that i wait over 1 week now and still have no response. they didnt even sent me why my documents are getting rejected.

Hello michaargir,

Have there been any developments since our last conversation, please? 

Yes there were. They sent me an email yesterday that my withdrawal of 100€ had been completed, but my account is still closed and my bank didn't receive 100€. Also I still didn't get any answers on the email that I sent them.

Sorry petronela that answer was going for a different casino. OhMySpins accepted my documents but the verification is still pending

Thank you very much, michaargir, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.  

Hello michaargir,

My name is Michal and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear OhMySpins Casino,

Could you possibly provide additional information regarding the pending verification and clarify the situation?

Thank you in advance.

Respectfully,

Michal

this morning my withdrawals have been completed. thank yopu

Dear michaargir,

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,

Michal

Casino.Guru