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