Complaint #43 OhMySpins Casino

Ohmyspins does not close my account even I ask them and tell them I have a gambling problem

By simosa

1 year ago

Hello! I have a gambling problem, and due to this, I have repeatedly asked OhMySpins to close my gaming account. I have requested this in live chat and via email. The live chat replied that they could not close my gaming account and that I must do it through email. They also cannot limit my deposit amounts and direct me to request that from my own bank.

I have asked for closure multiple times via email, the first time being several years ago.

One of the most recent emails is case number 26013710, where the casino asked me on March 20th to confirm that my gaming account would be closed. They informed me that I would lose all the funds in the account during the process. I confirm on the same day, March 20th, that I want my gaming account closed.

However, my account is not closed; instead, new bonuses are added, which the casino used to entice me to play again. As a result, I lost at least an additional 1500 euros. On March 23rd, I sent an inquiry asking why my account has not been closed and why new bonuses are being added to it. There is no response to the email.

On March 26th, I sent another email requesting the closure of my gaming account. This too has not been answered.

According to OhMySpins' terms, the gaming account will be closed within 24 hours of the request if the closure is requested due to a gambling problem.

Disputed Casino OhMySpins Casino

Reason Other

Discussion

AskGamblers

• Support Team

1 year ago

Dear @simosa,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

OhMySpins Casino

• Representative

1 year ago

Dear simosa,

We would like to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:

3.7 :- Closure of your account: You may request the closure of your account at any time by sending an email to customer support at support@ohmyspins.com.
- You can only close your account if it has no remaining balance (positive or negative) and no pending withdrawal requests.
- In case you want to close your account with a positive balance or/and pending withdrawal requests, all the funds on your account will be voided.

3.8 :- Self-exclusion request: you can contact the customer service via e-mail: support@ohmyspins.com, and we will assist you in closing your account. Furthermore, it is your responsibility to notify the Company of any other accounts you may have with us, and to refrain from opening any new accounts. The Company shall not be liable for potential losses on other accounts. We are not liable for any losses or damages which could be potentially caused by gambling.

Once again, we would like to remind you that we did not receive your confirmation therefore, we did not close your account.

However, we had closed your account on 4th April, 2025, as considering your complaint on Askgamblers as confirmation.

We are waiting for your update.

Best regards,
OhMySpins team.

simosa

• Finland

1 year ago

The image you sent also shows that my ticket is in the "solved" state in your ticketing system. Why is the status "solved" when the case has clearly been unresolved? Is it even possible to respond to tickets marked as "solved" in a way that would notify you? Apparently not, because you claim that you haven't received the email I sent (proof in a previous message).

simosa

• Finland

1 year ago

Hello! I'm attaching screenshots from the sent folder of my email; I don't know how else I could prove that I've sent the emails. Of course, you can claim that you haven't received those emails because you want to take advantage of people's gambling problems. For the same reason, you refuse to close the game account through chat and ask for special confirmations in emails: to prolong the account closure and "not receive confirmation messages."

I'm sure you still wouldn't have closed my account if I hadn't written here on AskGamblers.

I still demand that you return the money I've lost after I informed you of my gambling problem and confirmed my request.

OhMySpins Casino Complaint Stats

Resolved 19 / 19

Avg. Amount $4,612

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

OhMySpins Casino Complaints

See all complaints for this casino

Withdrawal still pending and repetitive support responses

Good morning,

I have contacted Ohmyspins multiple times regarding my withdrawal, but I have only received repetitive and generic responses from their support team.

It has been almost 5 days, and the R$1,000 has still not been credited to my account.

I would appreciate a clear explanation and a prompt resolution of this issue as soon as possible.

Resolved

R1,000

Account reopened after permanent closure

Hello AskGamblers team,

I would like to file a complaint regarding a permanent account closure that was not respected.

Timeline of events

17 December 2024
I contacted the casino and explicitly requested my gambling account to be closed, explaining that I had lost too much money and that closing the account was important to minimize further losses.
The casino confirmed the account closure the following day.

March 2025
After discovering that my account was still accessible despite the December 2024 confirmation, I contacted the casino again and requested the account to be closed.
The casino asked me to confirm my decision, which I did in writing.
They then confirmed in writing that my account was closed and stated that the account could only be reopened if l personally requested it.

Despite this, the account was later accessible again without any request or consent from me.

28 November 2025
I received a promotional marketing SMS from the casino on my personal phone number, even though my account was supposed to be permanently closed.

5–6 December 2025
After receiving the marketing message and being able to log in, I deposited a total of €531. These deposits should never have been possible, as the account should have remained permanently closed.

Casino response

When I requested a refund for these deposits, the casino refused and relied on their Terms & Conditions stating that deposits are non-refundable once used for betting. They did not address the core issue: the account should not have been accessible or marketed to at all after permanent closure confirmations.

Reason for complaint

* The casino confirmed permanent account closure in December 2024 and again in March 2025
* The casino stated the account would not be reopened without my request
* The account was nevertheless accessible again without my consent
* I received marketing SMS on 28 November 2025 despite the permanent closure
* Deposits were accepted on an account that should not have existed

I believe this is a clear breach of responsible gambling obligations and basic consumer protection principles.
I am requesting a refund of the deposits made after the confirmed permanent closure, a total of 531 euros.

I added the following files:

- Screenshot from email, 17th of December 2024, where I asked my account to be closed due to high losses and to minimize them in the future.

-Screenshot from email, 18th of December 2024, where my account closure were confirmed by the casino.

-Screenshot from email, 22nd of March 2025. I asked them again to close my account.

-Screenshot from 26th of March 2025. This is where I was told that my account is closed and won't be reopened unless I ask them to reopen it (and I never did)

-Screenshot from 28th of November 2025. I recieved a marketing text message, even though my account were supposed to be closed and no marketing messages shouldn't be sent to me.

- Two screenshots from the deposits I made for this reopened account

All messages are in Finnish language.

Thank you for reviewing my case.

Kind regards,
Teemu

Resolved

€531

Withdrawal delayed without any stated reason

Hello AskGamblers,

The reason for my complaint today is that after 5 business days, my withdrawal at OhMySpins is still pending without any specific reason. I don't get any proper updates from their Live Chat support, just always the same message that the team is working on it. The chat support looks like it's automated or IA agents.

I'm desperate now, and this is my last resort because I don't know what to do.

Thanks

Transaction ID: 784450273 (500 EUR withdrawal)

Resolved

€500

Account not closed responsible game

Hello,

I'm here to find a solution to my problem and, above all, prevent my situation from getting worse.

I'll explain: I've been a compulsive gambler addicted to casinos and sports betting since 2010. I have psychological issues and am being treated by my doctor and a psychologist.

On September 8th, I confirmed the closure of my Oh My Spin account due to addiction. I clearly specified the term "severe addiction." I confirmed that they could keep the balance.

Despite this, my account is still open, and I've already lost €202 on it since September 10th.

I'm therefore asking them to close my account to prevent me from cracking up, as I could lose thousands of euros.

And I'm also asking them to reimburse the deposits made and lost after my account closure request, i.e., €202.

I'm sure the site and I will find a solution to end this dispute.

Thank you all for your help

Resolved

€180

Reopened permanently self excluded account and let me gamble

I have a bad gambling problem. Because of it I permanently self excluded myself from OhMySpins Casino by email which I sent to OhMySpins Support at November 7th 2023. In that email I told the reason for my self exclusion is my gambling problem and I also requested that the casino would remove me from all of their mailing lists and won’t send me any promotional emails in the future. OhMySpins did not reply first at all but after my second email which I sent Nov. 9th 2023 casino replied Nov.13th 2023 and confirmed my self exclusion.
January 29th 2025 OhMySpins sent me an email which announced that they have successfully reopened my account. Of course I never requested the casino to reopen my account and even if I had, OhMySpins should not have reopened my account in any case because I had noticed them about my gambling problem and it surely is against responsible gambling policies.
I was able to redeem my login details and password from the same account I self excluded myself over 13 months before. And because of my gambling problem I lost 2650€ in a couple days until I realised what the situation was. I contacted the casino to self exclude me again and then I requested them to refund my losses because of their error by reopening my self excluded account. OhMySpins customer service told me that they have given my case to one of their departments and I should wait for their decision which will be informed to me by email. After the two weeks OhMySpins haven’t given me any decisions about refunding my losses. The customer service only replies to be patient about it and it could take weeks or even months.
From my point of view there is no question about it that my case is really clear. OhMySpins violated seriously responsible gambling policies and they should refund my 2650€ worth of losses immediately without delaying or stalling my case.

Resolved

€2,650

Withdrawal delayed since November 22nd

I made a withdrawal request on 22nd Nov 2024 of INR 20,000 but until today on 28 Nov, my withdrawal still showing pending.

When I contact customer support they just answer we know the delays and say the same thing always.

They claim that the maximum processing time for withdrawal is 3 days now it's 6 days but they are delaying my withdrawal without giving any specific reasons.

Also, my request is via crypto so banking delays are out ofthe question.

Resolved

₹20,000

Withdrawal pending for 12 days

Hello,

I deposited 300$ on 20th September 2024 and won around 500$+ and requested a withdrawal of 500$ on 20th September.

Today is 2nd October and I still haven't received the funds yet, it's been 12 days. The live chat is useless as I reached out to them 3-4 times but they always answer the same thing again and again. All my documents are verified and approved, still, they say there is a queue and keep delaying my payment. Dear AskGamblers team, please do something about this casino OhMySpins, this is clearly harassment as my funds are stuck there and I need them, even after all verifications, they keep holding them without a reason.

They sent me emails about verifying ip address and I did that and confirmed it with the support. But after two-three days they sent me the same ip verification email, it's so exhausting and irritating. I did everything and I used only my one device while playing on OhMySpins.

Kindly look into this matter urgently. Thank you

Resolved

$500

I’ve contacted daily for updates, but get the same lame responses

This casino is beyond ridiculous and verging on being a complete scam. After holding a large previous amount, they are now withholding an $800 withdrawal.

I’ve contacted daily for updates, but get the same lame responses.

I am verified so that’s not an excuse to their scamming tactics, the casino should seriously investigated for illegal activities. They are literally the worst casino I’ve felt with.

Oh and their VIP support is NON existent.

Enough is enough.

Resolved

Large wins held for manual verification

I’ve had $38,000 across two wins at this casino held for “manual verification”.

That manual verification process has now been going on for 3+ weeks.

There was no game errors, just a notification come onto my screen that the win needed manual verification. This happened twice over two games within the space of an hour.

I have all the relevant game codes, dates, times etc. Including screenshots of the wins and the notification that popped up on my screen notifying me that manual verification was needed. I am more than happy to provide this information if needed.

Despite my daily questions and requests for progress/updates, I am yet to see my funds released and or hear from the organisation on my wins.

VIP has been incredibly slow and to date, not helpful.

Resolved

$94,743

Removed all my money from my account balance

At the 15.12.2023 I got a bonus of about 65 Euro. I reached the wager with an amount of 1380 Euros. After that I made a withdrawal of about 500 Euro. The terms and conditions says it is only possible to win the 5x of the bonus amount so this whould be 325 euros. For this reason they cancelled the withdrawal one day later but then they didn't remove everything which was to much they removed absolutely everything.

The chat told me it was a mistake and I will get my money back.

After some days I asked again and there it says please write us a mail. I wrote several mails and all mails are getting ignored till now. I want to have my 325 Euro back otherwise I will go to the police because this is absolutely scam.

Today I tried it again and they closed the chat every time without giving me an answer.

First three tries in the chat I was logged in and every time they closed the chat with logging me out. Another person said they removed everything because I made some spins after the wager was done. I can also send you the terms and conditions but only in german. I think it makes more sense if you look there.

There they didn't tell a single word about that it is not allowed to make a spin after the wager is over. That would also makes no sense. Should I close the games after every spin and look if the wager is done?

After the wager the homepage didn't tell me anywhere that the wager was completed. I saw it only in the bonus section where I saw that it was over. I am not talking about the money they removed because it was over the maximum win I only talk about the 325 Euro which were safe win and they also removed from my account balance.

Resolved

€325