The player from Greece had been attempting to withdraw his winnings for more than a week, but the casino had consistently dismissed his verification files without any explanation. The player had dispatched an email containing the necessary documents and had not received any feedback. After the Complaints Team had communicated with both the player and the casino, the issue had been resolved, as the player's verification had been acknowledged and his withdrawal had been finalized.
OhMySpins Casino - Player struggles with unresolved verification issue.
Amount: €830
OhMySpins Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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11 months ago
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.
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11 months ago
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
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11 months ago
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.
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10 months ago
Hello michaargir,
Have there been any developments since our last conversation, please?
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10 months ago
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.
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10 months ago
Sorry petronela that answer was going for a different casino. OhMySpins accepted my documents but the verification is still pending
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10 months ago
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.
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10 months ago
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
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10 months ago
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
