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Ladies and Gentlemen

About 2-3 months ago I asked the casino called big for a self-exclusion via chat.

After about 2 weeks nothing happened and I asked again for a self-exclusion via the chat. This time I even got a message via email.

To this day my account has not been closed and unfortunately I gambled away some money again. I find that extremely unfair as I actually asked for self-exclusion.

Actually, I would like to ask for the money back.

What should I do

Greetings Christopher ****

Sehr geehrte Damen und Herren,

Vor ca 2-3 Monaten habe ich bei dem big genannten Casino um einen Selbstauschluss über Chat gebeten.

Nach ca 2 Wochen hat sich nichts getan und ich habe erneut um einen Selbstauschluss über den Chat gebeten. Dieses Mal habe ich sogar per Email eine Nachricht bekommen.

Bis heute ist mein Konto nicht geschlossen und ich habe unglücklicher weise wieder Geld verspielt. Das finde ich äußerst unfair da ich ja eigentlich um einen Selbstauschluss gebeten habe.

Eigentlich würde ich gerne das Geld zurück verlangen.

Was soll ich tun

Gruß Christoph ****

Dear Pslive,

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

I checked the casino website and their responsible gambling section, and I found this: https://ohmyspins1.com/en/responsible-gaming

Self-exclusion request: you can contact Support Service Team via e-mail: support@ohmyspins.com

, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts

Did you contact the casino via this email and did you request a self-exclusion this way? When you contacted the live chat with your issues, what did they reply? Is your casino account still open?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello and thank you for the quick reply.

The lady in the chat informed me that she would take care of it and then I got this email.

Lana (OhMySpins)

March 9, 2023 at 10:28 p.m. EDT

Hello Christopher****,

Thank you for contacting our OhMySpins customer service.

We have forwarded your request to our relevant department for further investigation, who will be in touch with you by email as soon as possible.

If you have any further questions, contact us via email support@OhMySpins.com or via live chat.

Best regards,

Customer Service OhMySpins.com

After that I never heard from it again.

But after this message I assume that you take care of it

Hallo und vielen Dank für die schnelle Antwort.

Die Dame im Chat hat mir mitgeteilt das sie sich darum kümmert und dann habe ich diese Email bekommen.

Lana (OhMySpins)

9. März 2023, 22:28 OEZ

Guten Tag Christoph****, 

Vielen Dank, dass Sie sich an unseren OhMySpins Kundendienst gewendet haben.

Wir haben Ihre Anfrage zur weiteren Untersuchung an unsere zuständige Abteilung weitergeleitet, die sich so bald wie möglich per E-Mail mit Ihnen in Verbindung setzen wird.

Wenn Sie weitere Fragen haben, kontaktieren Sie uns per E-Mail support@OhMySpins.com oder per Live Chat.

Mit freundlichen Grüßen,

Kundenservice OhMySpins.com

Danach habe ich nie mehr was davon gehört.

Aber nach dieser Nachricht gehe ich davon aus das man sich darum kümmert

My account is not blocked until today

Mein Konto ist bis heute nicht gesperrt

Did you mention to the live chat operator, why you requested your account to be self-excluded?

Do you have a record of what your request to the operator was about?

If there is any other proof or communication between you and the casino (chat transcripts, emails) please forward them to me, please. Use my email at tomas@casino.guru

Yes, I said why I would like self-exclusion and was also asked about it.

Unfortunately, I have no proof other than the email.

Ja ich habe gesagt warum ich einen Selbstauschluss möchte, wurde auch danach gefragt.

Beweise habe ich leider außer der Email keine.

Thank you very much, Pslive, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Pslive,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite OhMySpins Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear OhMySpins Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take so the casino block/exclude the account? Is the casino willing to compensate the loss that was caused to the player? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

My account was blocked today.

After 2 months!!!

Heute wurde mein Konto gesperrt.

Nach 2 Monaten!!!

Dear Branislav,

Thank you for reaching out.

Please be informed that we sent an email to branislav.b@casino.guru. Looking forward for your reply.

Best regards,

OhMySpins.com

????

Thank you, OhMySpins Casino Team, for your email and explanation.

Dear Pslive,

Can you please confirm you did not mention gambling addiction or self-exclusion during a live chat session where you asked the casino for account closure? Could you also confirm you made a deposit only after 2 weeks from asking for account closure when the casino provided you with a bonus?

So,

Of course I asked for a self-exclusion. That's what it's all about. And if my instructions had been followed, I would not have paid anything more. It's logical, isn't it? That's what it's about.

I actually got a bonus that's true. But I specifically asked for a self-exclusion. And the whole 2 times.

Also,

Natürlich habe ich um einen Selbstauschluss gebeten. Darum geht es doch. Und hatte man meiner Anweisung folge geleistet dann hätte ich auch nichts mehr einbezahlt. Ist ja logisch, oder? Darum geht es ja.

Ich habe tatsächlich einen Bonus bekommen das stimmt. Aber ich habe ausdrücklich um einen Selbstauschluss gebeten. Und das ganze 2 mal.

Alright, Pslive. I understand.

And what exactly did you state as a reason for self-exclusion during live chat conversations, please?

Since we are talking about self-exclusion, it is a bit difficult to understand why you made a new deposit more than 2 weeks after your first self-exclusion request, and only after the casino offered you a bonus.

In the meantime, I will also ask the casino for additional details.

Dear Pslive,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Dear Pslive,

I received additional details from the casino.

After gathering and reviewing all the necessary information and details (all the communication between you and the live chat representatives), we are closing this complaint as unjustified because the casino was able to support its claims with sufficient evidence.

In the communication, there are no signs of gambling addiction, and you did not mention anything that could indicate it either. You asked the casino for bonuses, and after receiving a negative reply from the live chat representative, you asked them for self-exclusion on March 6, 2023, stating literally just "Too little bonus and cashback" as a reason, while you asked them for a bonus in 3 other live chat sessions on the same day. I see you asked for it also on March 9, 2023, but you also contacted the casino because of a bonus. The last time you mentioned your self-exclusion request in the live chat was at the time you again asked the casino for a bonus (March 13), this time you claimed that you will not self-exclude yourself if the casino gives you a bonus. You have not mentioned your self-exclusion request anymore and enjoyed the given bonuses. The casino (logically) tried to keep you as a customer, provided you with the requested bonus, and met your requirements. I can see you even claimed another cashback bonus a few days after this complaint was submitted.

Unfortunately, there is no reason for the casino to reconsider its decision regarding your deposits. They were simply lost by playing in the casino. The casino acted in accordance with its terms and conditions.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, OhMySpins Casino team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru