Complaint #20 Omni Slots Casino

Stalling payment for 4 months

By Sergejs L.

7 years ago

I registered on Omni slots casino on 21st of September. I made deposit of 200 euros using my Neteller account. I ended up winning 9200 euros and wanted to continue playing, I asked casino support if I can place higher bets, to which it replied that I have to make withdrawal first and then re-deposit. I agreed and in order to withdraw I was first asked to submit documents such as ID and proof of address as well screenshot of my Neteller account and selfie of myself holding my ID which I did submit. I received an e-mail that my account was successfully verified and that I can withdraw my funds to Skrill in 1 business day. However, I deposited from my Neteller account and wanted to withdraw to Neteller as well. I had no other choice but to present my Skrill account to casino and casino stated that I could not withdraw to my Skrill account I could only withdraw using bank transfer. I presented 2 bank accounts to casino as well as the bank statements and casino requested that I send them the bank statement from the bank account from which I was funding my Neteller wallet. I sent this bank statement to the casino and I was requested a video call using Skype. I successfully passed the video call verification on 18th of December and I haven`t been receiving any replies until 7th of January. After that, I was asked to present a bank statement that I already presented and I once again sent the bank statement with the bank stamp. Then I was asked to present Notarized documents on 10th January and while I was preparing them, after 4 days, my account was blocked and my winnings were confiscated. I prepared all of the documents and sent them on 19th without knowing my account was already blocked by that time. In the end, first of all casino asked me to withdraw my funds, then successfully verified my account, then did not allow me to withdraw to my deposit method and started asking me for additional verifications which it have been doing for 4 months, and after for 4 month it was still asking me for some verifications and blocked my account after I did not send them the documents in 4 days and sent in 9 days instead. According to terms in conditions, there are no time frames for the documents submissions, especially since when the manager of the casino can go missing for 2 weeks and not reply to my messages. Dear Ask Gamblers team, please help me with the resolution of this issue.

Disputed Casino Omni Slots Casino

Reason Verification issues

Amount €9200

Discussion

AskGamblers

• Support Team

7 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

AskGamblers

• Support Team

7 years ago

Dear all,

Please be informed that the internal issues we have been experiencing with the AskGamblers Casino Complaints Service /AGCCS/ system have been successfully resolved and it is now back to normal operational state.

AskGamblers

• Support Team

7 years ago

Dear all,

Please be informed that because of internal issues with the AskGamblers Casino Complaints Service /AGCCS/ system we are currently unable to handle your case accordingly. We expect the issues to be handled by March 19th and until then your case will remain with status 'Open'. Until further notice, AskGamblers Complaints Team is kindly requesting you to refrain from further posting to your complaint. As soon as AGCCS is back to normal operational state, you will be informed immediately.

Please accept our sincere apologies for all the inconveniences caused and thank you for understanding.

Lamaskas

• Latvia

7 years ago

Dear Omni Slots team
Thank you for quick reply.
I have got your e-mail and was able to track my funds. I have received them to my bank account. I am glad that you have such a professional team with a great management, that you have a wide variety of games available and have a great live support that is always willing to assist.
Everything is great with the exception of certain persona that displayed highly unprofessional behavior and was constantly looking for a loophole to confiscate legitimate winnings. If any player get across him, I advise that you should be careful because he might try to do the same to you. Some people like him try to use cheap shots on players like: Delayed verification, delayed withdrawal of funds, trying to cling on your words to not let you withdraw your winnings. Also it is possible that your withdrawal options might be changed, if you deposit with Neteller you might be not able to withdraw to it causing some inconvenience.
Apart from that Omni Slots is a trusted casino and I would recommend other people to play in it as well. In the end they dealt with the issue professionally. I am glad that manager of Omni Slots casino is a person of honor and that he takes justified decisions.
Thank you Ask Gamblers team and Omni Slots manager for helping me to solve this issue. Ask Gamblers is the best platform for dealing with all issues and misunderstandings! The complaint can be closed.