OhMySpins Casino - Акаунтът на играча беше блокиран.

I am being accused of having a second account or not having passed my verification although I accidentally sent the requested data with another email.

Now my account has been deactivated by the administrator and written that my account will remain permanently deactivated and the money will be withheld

I'm desperate and don't know what to do

Mir wird vorgeworfen ein Zweitaccount zu besitzen bzw. soll ich meine Verifizierung nicht bestanden haben obwohl ich die angeforderten Daten ausversehen mit einer anderen Email rausgeschickt habe.

jetzt wurde nun mein Account vom Administrator deaktiviert und geschrieben das mein Account dauerhaft deaktiviert bleibt und das Geld einbehalten wird

ich bin verzweifelt und weiß nicht was ich tun soll

Dear hartmannalex91,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Could you please specify how the casino informed you about their accusations?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Thomas,

I am 100% sure that no one opened a secondary account as I live alone and I was asked to do a verification which I just sent to support with an unregistered email, I got no response from them and now my account has been blocked and accused me that the verification didn't work and that I violated the terms and conditions

You can find pictures in the appendix

Hallo Thomas,

Ich bin mir zu 100% das niemand ein zweitkonto eröffnet hat da ich alleine wohne und ich gebeten wurde eine Verifizierung durchzuführen die ich lediglich mit einer nicht registrierten Email an den Support geschickt habe, dort habe ich keine Antwort erhalten und nun wurde mein Konto gesperrt und mir vorgeworfen das die Verifizierung nicht funktioniert hat und ich gegen die AGB verstoßen habe

Bilder finden sie im Anhang

I also played without bonuses and only used my own money

As a result, I am accused of having a duplicate account and I am accused of not having sent my verification successfully within the 30 days even though I sent the data to the support email.

The only mistake on my part is that I used a different email to send the data

ich habe auch ohne Bonis gespielt und nur mein eigenes Geld benutzt

im Endeffekt wird mir vorgeworfen ein Duplikatkonto zu besitzen und mir wird vorgeworfen meine Verifizierung nicht erfolgreich innerhalb der 30 Tage gesendet zu haben obwohl ich die Daten an die Support Email gesendet habe.

Den einzigen Fehler meiner Seits ist das ich eine andere Email zum senden der Daten benutzt habe

Thanks for the detailed explanation.

Did the casino specifically say you ought to use a registered email address to submit your documents, otherwise they wouldn't be accepted?

Is there any account in the casino associated with the email from which you send the documents for verification?

Hello Tomas,

I wrote to the support in live chat and they said I should send the documents to their support email

No, the email I used to send the documents is not registered at any casino site

Hallo Tomas,

ich habe im Live Chat mit den Support geschrieben und dort hieß es ich solle die Dokumente an ihre Support Email schicken

Nein, die Email mit der ich die Dokumente gesendet habe ist auf keiner Casino Seite registriert

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows, or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

Please let me know about the result.

Looking forward to hearing from you.

Dear hartmannalex91,

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.

I have already sent the verification details to the casino but the casino says they did not receive the email even though I marked it as sent

ich habe die Verifizierungsdaten bereits dem Casino zugeschickt aber das Casino meint sie haben keine Email erhalten obwohl es bei mir als gesendet markiert wurde

There are also still 1500€ open which were confirmed to me as a payout but never arrived

Es sind auch noch 1500€ offen die mir als Auszahlung bestätigt wurden aber nie ankamen

Thank you very much, hartmannalex91, for the update. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello hartmannalex91,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to OhMySpins Casino to join the conversation.

Dear OhMySpins Casino,

Please forward me the evidence of the supposedly multiple accounts of the player and that the player has not provided you with the required documents for verification to michal.k@casino.guru

Hello hartmannalex91,

Can you please confirm if any of your relatives or friends have an account at OhMySpins Casino? Where and how (what device) do you usually log in to your OhMySpins Casino account? What email address have you used for registration in OhMySpins Casino and what other email address besides ha******ex91@gmail.com do you usually use?

Dear Michal,

Thank you for reaching out.

Please be informed that we sent you an email. Looking forward for your reply.

Best regards,

Customer Support

Hello Michael,

My name is Julian Herrmann.

My registered email at OhMySpins Casino is hallo188@hotmail.de and I was logged in using my IPhone 13 Pro.

I sent the verification data with my email j-herrmann@outlook.de and my casinoLogin Names ,,EiizdOut'' in the subject as agreed in live chat with a casino supporter (see attachment)

Yes, my sister has an account at OhMySpins Casino and her name is Vivien Herrmann who owns a Huawei P30

My sister doesn't live in the same household either, as she has her own apartment.

€1500 was even confirmed as a payout, which I never received (see attachment)

Sincerely

Julian Herrmann

Hallo Michal,

Mein Name ist Julian Herrmann.

Meine registrierte Email im OhMySpins Casino ist hallo188@hotmail.de und angemeldet war ich über meinem IPhone 13 Pro.

Die Verifizierungsdaten habe ich mit meiner Email j-herrmann@outlook.de gesendet und meinen Casino Anmeldenamen ,,EiizdOut‘‘ im Betreff angegeben wie es im Live Chat mit einer Supporterin des Casinos vereinbart wurde (Siehe Anhang)

Ja, meine Schwester hat beim OhMySpins Casino ein Konto und ihr Name ist Vivien Herrmann welche ein Huawei P30 besitzt

Meine Schwester wohnt auch nicht im gleichen Haushalt, da sie eine eigene Wohnung hat.

1500€ wurden mir sogar als Auszahlung bestätigt, welche ich aber nie erhalten habe (Siehe Anhang)

Mit freundlichen Grüßen

Julian Herrmann

Dear hartmannalex91,

What all devices do you use to log in to your OhMySpins Casino account and play? Does your sister live close to you? By any chance, has your sister ever played in the casino when she was visiting you?

Hello Michael,

I played with my IPhone 13 Pro.

I also logged on to my sister's Huawei P30 because my cell phone was being repaired.

My sister does not have my account data.

I don't know if my sister played when I was visiting, but of course that could be the case.

My sister lives in the same town as me, but in her own apartment a few streets away

Hallo Michal,

gespielt habe ich mit meinem IPhone 13 Pro.

ich habe mich auch mal auf den Huawei P30 meiner Schwester angemeldet da mein Handy in Reparatur war.

Meine Schwester besitzt meine Account Daten nicht.

Ob meine Schwester selber gespielt hat als ich zu Besuch war weiß ich nicht aber kann natürlich auch sein.

Meine Schwester wohnt im gleichen Ort wie ich, allerdings ein paar Straßen weiter entfernt in einer eigenen Wohnung

It also claims that I did not send any verification data to the casino although I did (see attachment)

Es wird auch behauptet das ich keine Verifizierungsdaten an das Casino geschickt habe obwohl ich dies getan habe (siehe Anhang)

Thank you for your responses, hartmannalex91.

Dear OhMySpins Casino,

I've sent you an email and I'm waiting for your response.

Dear Michal,

Please be informed that we replied to your email. Looking forward for your reply.

Best regards,

OhMySpins.com

Thank you for your email, OhMySpins Casino.

Dear hartmannalex91,

How long have you used your sister's Huawei P30 while your iPhone 13 Pro was in repair? Have you logged in to your casino account only via mobile phones?

Can you please confirm the disputed amount?

Hello Michael,

Since March 24th, 2023 my cell phone was defective and then I made the payments to the Huawei P30 for about 2 months but never played.

I also played on my PC but not often.

For the most part, I just logged onto cell phones.

It's about a disputed amount of about 81,500 euros if you add the 1500 euros that were confirmed to me by the casino but were never paid out.

Unfortunately I can't tell you the exact amount because the casino has blocked my account.

Best regards

Hallo Michal,

Seit dem 24.03.2023 war mein Handy defekt und dann habe ich ca. mehr als 2 Monate die Auszahlungen auf den Huawei P30 getätigt aber nie gespielt.

Ich habe auch auf meinen PC gespielt aber nicht oft.

Größtenteils habe ich mich nur auf Mobiltelefone eingeloggt.

Es geht um einen Streitbetrag von ca. 81.500 Euro wenn man die 1500€ dazuzählt die mir vom Casino bestätigt wurden aber nie Ausgezahlt wurden.

Leider kann ich ihnen nicht die exakte Summe nennen da ja das Casino meinen Account gesperrt hat.

Mit freundlichen Grüßen

The payouts sometimes took weeks towards the end, although it is said to only take 2-3 days for them to be in my account

Die Auszahlungen haben ja zum Ende hin teilweise auch Wochen gedauert obwohl es angeblich nur 2-3 Tage dauern soll bis diese auf meinem Konto sein sollten

Dear hartmannalex91,

Upon a thorough examination of the evidence presented by the casino, I regret to inform you that I am unable to continue pursuing this case. The provided evidence from the OhMySpins Casino team sufficiently supports their earlier statement.

There is sufficient, detailed evidence of multiple accounts linked with IPs, multiple device IDs, cookies, similar gameplay, etc. Under these circumstances, I will not be able to help you further and this complaint will now be rejected. Casinos have a very strict policy regarding multiple account cases that have been used in this way. The casino's rules are accepted upon registration, and players are obliged to read them before acceptance. Only 1 account is permitted per person.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal