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Complaint – My account reopened after permanent self-exclusion without my consent (OhMySpin Casino)

I would like to file a complaint about OhMySpin Casino.

I had previously requested permanent self-exclusion from my account because I suffer from a serious gambling addiction. My request was motivated solely by the need to protect my health and prevent me from continuing to gamble.

Despite this, my account was later reopened without my consent. After the reopening, I was able to make deposits and play again, but suffered further financial losses.

I believe this behavior is extremely serious and contrary to the principles of responsible gaming. A gaming operator has a duty to respect a request for self-exclusion, especially when it is motivated by a compulsive gambling problem.

I subsequently requested a permanent self-exclusion of my account again and a refund of all deposits made after the unauthorized reopening, but the situation was not resolved.

I therefore request that Casino Guru carefully examine my case and assist me in resolving the dispute.

In particular, I ask:

the acknowledgement of the error committed by OhMySpin Casino;

a full refund of all deposits made after my account was reopened;

confirmation of the permanent and irrevocable self-exclusion of my account;

the permanent cessation of any commercial, promotional, or bonus-related communications.

I can provide all the documentation to support my complaint, including the emails in which I requested self-exclusion, subsequent communications with customer support, proof of reopening my account, and my deposit history after reopening.

I believe that the failure to protect a vulnerable player represents a serious violation of the principles of responsible gaming and I trust that Casino Guru can intervene to ensure that the matter is assessed impartially.

Reclamo – Riapertura del mio account dopo autoesclusione permanente senza il mio consenso (OhMySpin Casino)

Desidero presentare un reclamo nei confronti di OhMySpin Casino.

In passato avevo richiesto l’autoesclusione permanente del mio account perché soffro di una seria dipendenza dal gioco d’azzardo. La mia richiesta era motivata esclusivamente dalla necessità di tutelare la mia salute e impedirmi di continuare a giocare.

Nonostante ciò, il mio account è stato successivamente riaperto senza il mio consenso. A seguito della riapertura ho potuto nuovamente effettuare depositi e giocare, subendo ulteriori perdite economiche.

Ritengo che questo comportamento sia estremamente grave e contrario ai principi del gioco responsabile. Un operatore di gioco ha il dovere di rispettare una richiesta di autoesclusione, soprattutto quando è motivata da una problematica di gioco compulsivo.

Successivamente ho nuovamente richiesto l’autoesclusione permanente del mio account e il rimborso di tutti i depositi effettuati dopo la riapertura non autorizzata, ma la situazione non è stata risolta.

Chiedo pertanto che Casino Guru esamini attentamente il mio caso e mi assista nella risoluzione della controversia.

In particolare, chiedo:

il riconoscimento dell’errore commesso da OhMySpin Casino;

il rimborso integrale di tutti i depositi effettuati dopo la riapertura del mio account;

la conferma dell’autoesclusione permanente e irrevocabile del mio account;

l’interruzione definitiva di qualsiasi comunicazione commerciale, promozionale o relativa a bonus.

Sono in grado di fornire tutta la documentazione a supporto del mio reclamo, comprese le email con cui avevo richiesto l’autoesclusione, le comunicazioni successive con l’assistenza clienti, la prova della riapertura del mio account e lo storico dei depositi effettuati dopo tale riapertura.

Ritengo che la mancata tutela di un giocatore vulnerabile rappresenti una grave violazione dei principi di gioco responsabile e confido che Casino Guru possa intervenire affinché la vicenda venga valutata in modo imparziale.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear VittoMr94,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with OhMySpins Casino.

Based on what you’ve shared, the key point will be to determine whether the account closure for gambling addiction was properly enforced and what exactly happened afterward.

In order for us to proceed, I would like to kindly ask you to clarify a few important details:

• Has your account now been closed, or is it still active?
• When did you reopen your account?
• Were you able to log into the same account, or did you create a new account?
• Could you please forward the original self-exclusion request you sent to the casino back in January 2024, along with the casino's response? Please forward the complete email threads. Please do not send screenshots, but the original, uncropped email messages instead. My email address is jean.s@casino.guru.

These details will help us understand whether there was a failure in enforcing responsible gambling measures or if there were any other factors involved.

Your cooperation in providing these details will help us investigate and work towards a resolution. Thank you in advance for your reply.

Best regards,

Jean

I sent everything on this email jean.s@casino.guru

thanks vittomr94

Ho inviato tutto su quest e-mail jean.s@casino.guru

grazie vittomr94

Based on your email, you confirmed that your account was automatically reopened without your consent and that you were able to access the same account without creating a new one.

You also mentioned that your account is currently closed as a result of this complaint. To help me better understand the timeline, could you please clarify the following:

• Please forward all relevant correspondence with the casino regarding the closure of your most recent account.
• When was your most recent account closed?
• Following the account closure in 2024, did you access the account at any point during 2025?
• On which dates did you log in and make deposits, and what were the deposit amounts?
• Please also forward the original account closure request you sent to the casino in January 2024. The email you previously provided was the casino's confirmation that the account had been closed, but it did not include your original closure request.

Dear Jean,

Below are the answers to your questions:

My account was most recently closed on July 4, 2026.

After my account was closed in 2024, I did not log in or make any deposits during 2025.

The accesses and deposits concern June 2026 and amount to a total of €400.

Unfortunately, I am unable to provide the original account closure request from January 2024, as it was made via the casino's live chat and not via email. Therefore, I do not have a copy. However, I am attaching the email the casino sent me in 2024 confirming the closure of my account, which proves that my request was received and processed.

I remain available should further information be needed.

Best regards,

Victor Martino

Gentile Jean ,

Di seguito le risposte alle vostre richieste:

Il mio account è stato chiuso più recentemente in data 4 luglio 2026.

Dopo la chiusura dell’account nel 2024, non ho effettuato alcun accesso né alcun deposito durante il 2025.

Gli accessi e i depositi riguardano giugno 2026 e ammontano complessivamente a 400€.

Purtroppo non sono in grado di fornire la richiesta originale di chiusura dell’account del gennaio 2024, poiché tale richiesta è stata effettuata tramite la chat live del casinò e non tramite e-mail. Per questo motivo non ne possiedo una copia. Tuttavia, allego l’e-mail inviatami dal casinò nel 2024 con la quale veniva confermata la chiusura del mio account, circostanza che dimostra che la mia richiesta era stata ricevuta ed elaborata.

Resto a disposizione qualora fossero necessarie ulteriori informazioni.

Cordiali saluti,

Vittorio Martino

Thank you for your response.

To properly review your case, it is essential that we examine your self-exclusion request. Since your 2024 request was made via live chat, we will need to assess the correspondence you had with the casino when your account was reopened.

Could you please provide all relevant communication with the casino from June and July 2026, including any live chat transcripts and email correspondence related to the reopening and closing of your account? Did you ask for a refund? This information will help us establish the timeline of events and determine whether the casino handled your case appropriately.

Dear Jean,

Thank you for your reply.

Attached is all communications in my possession for the period between June and July 2026, including the emails regarding the closure of my account and my refund request.

I also attach the email dated January 14, 2024, in which the casino expressly confirms that my account was closed at my request.

Unfortunately, I no longer have the transcript of the 2024 live chat, as the request was made directly through the casino's customer support team and I was never provided with a copy of the conversation.

I would like to clarify that my 2024 request was not simply to close my account, but rather a request for self-exclusion based on gambling problems. For this reason, I believe the casino should have retained all records relating to this request.

Subsequently, my account was reopened, allowing me to log in and make deposits totaling €800. This is precisely the main point of my complaint.

I therefore ask you to request directly from the casino:

the full transcript of the 2024 live chat;

all internal records relating to my self-exclusion request;

documentation demonstrating when and how my account was subsequently reopened;

any checks the casino performs before allowing me back into my account.

I have provided all the documentation reasonably available to me and am fully cooperating with the investigation. I therefore trust the casino will make available its internal records, which are essential to correctly reconstruct the facts and verify whether responsible gaming obligations have been met.

I remain available for any further information and thank you for taking the time to review my case.

Best regards,

Victor Martino

Gentile Jean,

Grazie per la vostra risposta.

In allegato trasmetto tutte le comunicazioni in mio possesso relative al periodo tra giugno e luglio 2026, comprese le e-mail riguardanti la chiusura del mio conto e la mia richiesta di rimborso.

Allego inoltre l’e-mail del 14 gennaio 2024, nella quale il casinò conferma espressamente che il mio conto è stato chiuso su mia richiesta.

Purtroppo non sono più in possesso della trascrizione della live chat del 2024, poiché la richiesta fu effettuata direttamente tramite il servizio di assistenza del casinò e non mi è mai stata fornita una copia della conversazione.

Desidero precisare che la mia richiesta del 2024 non era una semplice chiusura del conto, bensì una richiesta di autoesclusione motivata da problemi di gioco. Per questo motivo ritengo che il casinò avrebbe dovuto conservare tutti i registri relativi a tale richiesta.

Successivamente, il mio conto è stato nuovamente reso utilizzabile, permettendomi di accedere e di effettuare depositi per un totale di 800 €. È proprio questo l’aspetto principale del mio reclamo.

Vi chiedo pertanto di richiedere direttamente al casinò:

la trascrizione completa della live chat del 2024;

tutti i registri interni relativi alla mia richiesta di autoesclusione;

la documentazione che dimostri quando e con quale procedura il mio conto è stato successivamente riaperto;

eventuali verifiche effettuate dal casinò prima di consentire nuovamente l’accesso al mio account.

Ho fornito tutta la documentazione che è ragionevolmente in mio possesso e sto collaborando pienamente all’indagine. Confido quindi che il casinò metta a disposizione i propri registri interni, essenziali per ricostruire correttamente i fatti e verificare se siano stati rispettati gli obblighi di gioco responsabile.

Resto a disposizione per qualsiasi ulteriore informazione e vi ringrazio per il tempo dedicato all’esame del mio caso.

Cordiali saluti,

Vittorio Martino

Dear VittoMr94,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal V, (michal.v@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Hello VittoMr94,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

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 issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Dear all,

thank you for reaching out to us.

As we can see there was indeed a technical issue with customer's account and it remained open.

Pursuant to a goodwill and final decision, we are prepared to issue a refund for the amount of 400 EUR since this is the amount of the net loss.

In order for us to proceed with your request you will need to send us the following bank account information:

               Full Name (please include all names including middle names)

               E-mail

               Bank Account’s Owner name

               IBAN/Account no.

               Bank Name

               Bank location (Country)

               SWIFT/BIC

If you have any additional questions don't hesitate to contact us.

Best regards,

Team OhMySpins

Dear VittoMr94,

Please proceed according to the casino's instructions and provide them with the requested information via email. If you decide to share said information here in the thread, it will be marked as private, so it will be visible only to you, to me, and to the casino. I will be waiting to hear from you.

Dear VittoMr94,

thank you for providing the details.

We have now forwarded them to our relevant department for further check and to proceed.

Once there are updates you will be informed accordingly. Thank you for the understanding!

Best Regards,

Team OhMySpins

Dear OhMySpins Casino,

We are waiting to hear from you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear VittoMr94,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal