OhMySpins Casino - La cuenta del jugador ha sido reabierta.

I had previously requested a permanent self-exclusion from OhMySpins last year due to gambling addiction.

My account should have remained permanently closed. Nevertheless, my account was unexpectedly reopened, allowing me to play again and deposit and lose a total of €440.

OhMySpins support subsequently confirmed via email that my profile had been reopened due to a "system error" and apologized for the inconvenience.

I then:

- the renewed permanent suspension of my account,

- as well as the reimbursement of the lost €440

applied for.

I can provide screenshots of the support response confirming the system error.

In my opinion, a player who self-excluded due to gambling addiction should not have been granted renewed access to his account and should not have been able to make any further deposits.

Ich hatte bei OhMySpins zuvor aufgrund von Spielsucht im letzten Jahr einen dauerhaften Selbstausschluss beantragt.

Mein Konto hätte dauerhaft geschlossen bleiben müssen. Trotzdem wurde mein Konto unerwartet wieder geöffnet, wodurch ich erneut spielen sowie insgesamt 440 € einzahlen und verlieren konnte.

Der Support von OhMySpins hat mir anschließend per E-Mail bestätigt, dass mein Profil aufgrund eines „Systemfehlers" wieder geöffnet wurde und sich dafür entschuldigt.

Ich habe daraufhin:

- die erneute dauerhafte Sperrung meines Kontos,

- sowie die Rückerstattung der verlorenen 440 €

beantragt.

Screenshots der Support-Antwort, in der der Systemfehler bestätigt wird, kann ich vorlegen.

Meiner Ansicht nach hätte ein aufgrund von Spielsucht selbstgesperrter Spieler keinen erneuten Zugriff auf sein Konto erhalten dürfen und keine weiteren Einzahlungen tätigen können.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me your self-exclusion request from last year, along with the casino’s confirmation that your account was closed, to veronika.f@casino.guru?
• Have you received any response from customer support regarding the refund of the deposits you made after your account was reopened?

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

Best regards

Veronika

Hello Veronika,

Thank you for your reply.

I have sent you the available documents and communication with the casino via email, including the casino's confirmation of the accidental reopening of my account due to a system error.

Regarding the refund, I have so far only been informed that the case has been forwarded to the responsible department and is currently being reviewed.

Thank you for your support.

Hallo Veronika,

vielen Dank für Ihre Antwort.

Ich habe Ihnen die verfügbaren Unterlagen und die Kommunikation mit dem Casino per E-Mail zugesendet, einschließlich der Bestätigung des Casinos über die versehentliche Wiedereröffnung meines Kontos aufgrund eines Systemfehlers.

Bezüglich der Rückerstattung wurde mir bislang lediglich mitgeteilt, dass der Fall an die zuständige Abteilung weitergeleitet wurde und derzeit geprüft wird.

Vielen Dank für Ihre Unterstützung.

Hello,

The casino requested my bank details for a refund. If the payout is processed promptly, the case can be closed. I'll be in touch.

Hallo,

seitens des Casinos wurden meine Bankdaten für eine Rückerstattung abgefragt. Falls die Auszahlung zeitnah erfolgt, kann der Fall geschlossen werden. Ich melde mich.

Refund/payment received, complaint can be closed.

Rückerstattung/Auszahlung erhalten, Beschwerde kann geschlossen werden.

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

Dear Joshi777,

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,

Veronika