Complaint #2 OhMyZino Casino

Stalling on payments intentionally

By Bb1177

4 years ago

Terrible customer service. Doing everything to avoid paying. I got notification that my account is verified. After that I requested withdrawal of only 250 euro. After 30h my withdrawal got rejected and i got an email saying I have to send photo of me with ID close to my face. I sent that also and 24h later I got response that document will be checked as soon as possible. As I said frodulent company making excuses just for players to loose their money on their own. I will never bet this 250 euros and they will have to pay eventually. I will keep you posted when this happens. I suggest everyone to avoid this site as long as they change the way they operate. They get our money in seconds but they keep a right to make fun of us when we want some of it back.

Disputed Casino OhMyZino Casino

Reason Delayed payment

Amount €250

Discussion

There are no replies at the moment.

OhMyZino Casino Complaint Stats

Resolved 0 / 5

Avg. Amount $889

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

OhMyZino Casino Complaints

See all complaints for this casino

Refuses to pay legitimate winnings

I am writing to file a formal complaint regarding the handling of my winnings at OhMyZino.

I registered and fully verified my account, and everything initially worked without any issues. Before accepting any bonuses, I managed to win €470 and €500 through normal play without using bonuses. These withdrawals were processed successfully and paid to my account.

The problems started after I accepted promotional bonuses offered by the casino.

First, I received a €100 free bet to match my deposit. I completed the wagering requirements and managed to win, after which I submitted a withdrawal request for €400.

Later, I accepted another promotion: a 100% deposit bonus of €100 with a 7x wagering requirement. I successfully completed the wagering and ended up with a balance of €560.

Today I was contacted by the payments department and informed that my withdrawal had been cancelled and €800 had been removed from my balance. The explanation I received was the following:

“We would like to inform you that your withdrawal has been cancelled by the payments department and the amount of €800.00 has been removed from your balance due to the breach of the following Terms & Conditions…”

This decision is extremely concerning and confusing to me. I have never cheated or attempted to exploit any system on any gambling platform. I played normally and in good faith, exactly as a regular player would.

From my perspective, the only change between my successful withdrawals and this situation is that I happened to win while playing with a bonus. Removing €800 from my balance without providing a clear explanation or evidence of wrongdoing is unacceptable.

I kindly request a full and detailed explanation of the alleged breach of Terms & Conditions, including the exact rule that was violated and the specific activity that supposedly caused this violation.

I am fully willing to provide any documents, account information, or bet receipts necessary to demonstrate that I am a legitimate recreational player and that my play complied with the rules.

I hope this issue can be resolved fairly and transparently.

Unresolved

€800

Payment delayed for more than a month

After my account has been verified and validated I requested a withdrawal of €500 on February 22.

But today still no validation from the bookmaker.

They used the following excuses:

February 28: "We would like to inform you that even though usually similar cases take up to 3 working days, you might experience some delays due to increased workflow at the current point"

March 2: “However, we have no additional information to share at this time.”

March 9: “As the review of your withdrawal is in progress we cannot provide any further information at the moment.

Please note that since the review is being handled by another department, you will be promptly contacted once the review is complete."

March 15: "Please note that according to our Terms and Conditions, there are cases where further review is required. As a result, there might be some delay in payments."

March 20: "We would like to apologize for the delay and any inconveniences this situation may have caused. Your request has been forwarded to the relevant department "

March 25: "however, due to security measures and protocol the relevant department must conduct a thorough review of your account for security reasons. "

I have €1900 to withdraw but if that is not possible I would like to at least be able to withdraw my deposits (€900).

Thank you a lot to help me because it's always very complicated to be able to withdraw your money while it's so simple to be able to deposit...

Unresolved

€1,900

Delay in payment for an indefinite period

For unknown reasons, the casino does not withdraw winnings. The account is fully verified, all requested documents have been sent and fully confirmed.

Thus, the casino has already violated its own clause of the rules.

16.1 Payments are processed within a time period not exceeding 72 hours from the date of approval of the request by the Payment Department. Before the first payment is made to the User using electronic payment methods (Skrill, Webmoney, Credit or Debit Card, etc.), the Client is required to upload an electronic copy of his national ID card to the appropriate section of his Profile. . The company, at its discretion, may request additional documents from the client (for example, proof of address, selfie, etc.) before the first payment. Remember that forgery is strictly punishable by law and in case of suspicion of posting a forgery or edited copy of documents by electronic means, the Company reserves the right to send such documents to the appropriate regulatory authorities.

Almost 120 hours have passed since the withdrawal request was submitted and the casino cannot explain why the money has not been paid.

Unresolved

$200

Mobile number verification never accepted

Sportsbook won't approve my phone number during verification and keeps rejecting documents with the same no-reason template. Support is not helpful and keeps referring to their KYC and wants to end the chat asap.

My story with them:

21. July: Joined and completed the sports bonus.

26. July: Sportsbook confirms verification/KYC completed.

27. July: I try to withdraw funds.

27. July: More KYC required. Wants a photograph holding proof of ID close to face. I submitted this even though verification was completed and confirmed the day before.

29. July: Photograph accepted and KYC completed once again.

20. Aug: Try to withdraw funds only to send the funds back to the account. No email from them. Contacting support.

22. Aug: Email from support. New account verification is required for security reasons. In order to verify my registered mobile number they require an official document issued from the mobile provider stating the full name and mobile number used upon registration.

22. Aug to 12. Sep: Documents/KYC fails every 3 days. I've submitted a PDF document with my latest bill from the mobile operator (ICE) showing my number used and my full name. I've even submitted a confirmation from the mobile operator stating that I am the user and legal owner. Keep getting the same template denial. Withdrawals are returned to the account. Have submitted other documents as my bank statement and tax documents showing the mobile number, but all were rejected.

Unresolved

€932