Beschwerde #57
OhMySpins Casino
Unreasonable delays in account verification
vor 2 Jahren
I played here and won 1000 euros (no bonus involved). 18.10.2023 I made my first withdrawal request of 500 euros (because that's the daily maximum limit) and the next day my account had a banner that said I need to verify my account. No notification by e-mail or by any other means. And that's fine, I've done dozens of account verifications on different sites, so I uploaded the required documents.
My documents were quickly accepted (sceenshot provided) and then I got a message from their support in Finnish, asking me to log into my account without using any VPN or any other means to hide my location. I thought that was a bit weird because I have never used any vpn services or anything like that, and I have never been asked anything like this before by other casinos. But I did what I was asked to do, and replied to that e-mail that "I don't use any VPN services and I use my mobile phones broadband". It's been almost two weeks and I haven't received any reply to this message other than an updated ticket number.
Few days go by and my account still has the same banner "verification required", so I send another message to support in Finnish, asking if they needed some more documents from me. Again, all I get in reply is a new ticket number.
When nothing had happened by 24.10.2023, I went to ask about it in the live chat. They told me that "You did not finish the verifications we're still waiting on the documents required recently". After that sentece, there was a quite convenient shift change and I was transferred to another person. When I asked what documents I haven't delivered, new support person asked "at the moment you are logged in without VPN?". I replied with a simple "yes" and after that he told me, that they have everything they need for verification and he has forwarded those details to KYC department. (chat transcript provided)
Another week has passed, I haven't received any money and my account still has the banner "verification required". Simple verification process is taking ridiculously long. Can you please help with this, to finally complete the account verification process and get my money out of here.
My documents were quickly accepted (sceenshot provided) and then I got a message from their support in Finnish, asking me to log into my account without using any VPN or any other means to hide my location. I thought that was a bit weird because I have never used any vpn services or anything like that, and I have never been asked anything like this before by other casinos. But I did what I was asked to do, and replied to that e-mail that "I don't use any VPN services and I use my mobile phones broadband". It's been almost two weeks and I haven't received any reply to this message other than an updated ticket number.
Few days go by and my account still has the same banner "verification required", so I send another message to support in Finnish, asking if they needed some more documents from me. Again, all I get in reply is a new ticket number.
When nothing had happened by 24.10.2023, I went to ask about it in the live chat. They told me that "You did not finish the verifications we're still waiting on the documents required recently". After that sentece, there was a quite convenient shift change and I was transferred to another person. When I asked what documents I haven't delivered, new support person asked "at the moment you are logged in without VPN?". I replied with a simple "yes" and after that he told me, that they have everything they need for verification and he has forwarded those details to KYC department. (chat transcript provided)
Another week has passed, I haven't received any money and my account still has the banner "verification required". Simple verification process is taking ridiculously long. Can you please help with this, to finally complete the account verification process and get my money out of here.
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