OhMySpins Casino - Der Spieler wurde beschuldigt, mehrere Konten eröffnet zu haben.

The casino claims that I already had an acc and therefore my account was blocked and I lost my winnings.

Das casino behauptet das ich schon einen acc hatte und daher wurde mein konto gesperrt und ich hatte meinen gewinn verloren.

Dear Salidu,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Have you completed the KYC verification successfully in the past, please?

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

Player's additional comments:

"Hello Petronela

I am referring to the ohmyspin case.

I am not aware that anyone has made an acc. That's what I told them in customer service. And I could not complete the verification at this casino. In other casinos it worked without any problems"

Player's additional comments:

"Hallo petronela 

Ich beziehe mich auf den ohmyspin fall.

Mir ist nicht bekannt das jemand einen acc gemacht hat. Das habe ich ihnen auch kundendienst so gesagt. Und die verivizierung konnte ich in diesem casino nicht abschliessen. In anderen casinos ging das ohne Probleme"

Thank you, Salidu. Were your winnings accumulated with or without an active bonus?

The profit was made without a bonus.

Der Gewinn wurde ohne bonus erzielt.

Thank you, Salidu, for your reply. Could you please advise if there's any relevant communication between you and the casino that would shed some light on this situation?

They just told me that I already had an acc and that's why they close the account and keep the winnings.

Sie haben mir nur gesagt das ich einen acc schon gehabt hätte und sie deshalb das konto schliessen und die gewinne einbehalten.

Thank you very much, Salidu, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Salidu,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite OhMySpins Casino to the conversation to participate in the resolution of this complaint.

Good day

You are welcome to do this

Gute tag

Dies können sie gerne machen

Dear Peter,

Thank you for reaching out.

We have forwarded the details of this case to your email.

Please feel free to contact us if you have any questions.

Sincerely,

OhMySpins

Thank you OhMySpins Casino team for your email.

Dear Salidu,

I've looked at the evidence and it suggests that you previously had two accounts in the casino. Both of the accounts were closed without the option to reopen. The casino also mentioned abusive behavior towards its employees. We will discuss the issue internally and I will get back to you.

If your account has been closed with a pending payment you will get angry.

Wenn einem das konto geschlossen wurde mit einer ausstehenden auszahlung wird man wütend.

Dear Salidu,

Since this was your third account in the casino and the casino warned you not to open another account after the first two, I'm afraid there's nothing I can do to help you. I can only recommend you always open one account per casino and possibly watch your language when communicating with the casinos' support. The casinos don't like abusive language and you could be potentially risking your funds. Your complaint will be rejected. If you disagree with our decision, please turn to the Curacao Gaming Authority (certria@gaminglicences.com). I wish I could be of more help.

Best regards,

Peter