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I'm having trouble with a withdrawal

・I first applied on November 17th and when I inquired because it was taking a while, I was told

"We have processed it on our end, so it might be a delay on the payment provider's side (VegaWallet)"

・I usually use VegaWallet and have never encountered such a problem, so I contacted Vega

"It was found that Oh My Spin has been using Vega without going through the proper procedures, so we have suspended its use. You cannot withdraw until the affiliate has completed the proper procedure" they replied.

・As a result, I was refunded because the proper procedure was not completed.

・I received a standard withdrawal cancellation email and was urged to change my withdrawal method

I wanted to switch to a bank transfer, but gave up and deposited again with JETON because the system allows deposits but not withdrawals.

・Because wagering requirements were applied to the deposit amount, I had to reduce my funds for no reason to meet these requirements.

After barely meeting the wagering requirements, I applied for withdrawal via JETON, the method I had used for depositing.

However, yet again, I received a withdrawal cancellation email and the balance was returned to my account.

At this point, I am consulting via email but cannot get any responses.

I have also inquired several times via live chat

However, the only reply I get is "we will escalate this to the finance department and email you", and nothing gets resolved.

Although Oh My Spin has a good reputation on Casino Guru, I find this issue to be malicious.

What should I do? I would appreciate any advice.

出金でトラブルに合ってます

・11月17日に最初の申請をし、遅いので問い合わせたら

「当社の方では処理が済んでるので、決済プロバイダー側（VegaWallet）の遅延かもしれない」と言われる

・普段から使っていてそんな事になったことがないので、ベガへ問い合わせ

「Oh My Spinは正式な利用手続きを経ずにベガを利用していたことが判明したので使用停止処置にした、加盟店の正規手続完了までは出金できない」と言われる

・結果、正規手続きされなかったので返金される

・出金キャンセルの定形メールが届き、出金方法の変更を促される

銀行振込にしたかったが、入金は出来るが出金出来ないシステムなので諦めてJETONにて再度入金

・入金分に賭け条件が付いているためその分を消化、資金を意味なく減らされて終わる。

なんとか賭け条件をクリアしたため、入金で使ったJETONにて出金申請。

しかしまたしても出金キャンセルの定形メールが届き残高に戻されていた。

現在このような状況で、メールで問い合わせをしてますが、一向に返信してもらえません

ライブチャットでも何度も問い合わせましたが

最終的に「財務部門にエスカレーションし、メールします」で、何も解決しないです。

Casino Guruでは評判が良いですが、今回の件は悪質だと思います。

どうしたらよいでしょうか？　アドバイスを下さい。

Dear az8121,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings?
• Was your account verified successfully in the past?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear petronela

Thank you for handling my problem.

・I received an email saying that my withdrawal had been canceled and was asked to choose another method.

It said that bank transfer was also possible, but since bank transfer was not an option under the withdrawal option on the site, I deposited the money again at JETON, cleared the wagering requirements, and applied for a withdrawal.

・Account verification was completed about half a year ago, and I had withdrawn money once from VegaWallet in the past.

I have attached the withdrawal cancellation email and the log of the live chat interaction.

親愛なるpetronela様

私の問題を取り扱っていただきありがとうございます。

・出金がキャンセルされたとのメールが来まして、そこで別の方法を選ぶように書かれてました

銀行振込も可能と書かれてましたが、サイトでの出金項目に銀行振込は選べないようになってたのでJETONにて再度入金し、賭け条件をクリアして出金申請をしました。

・アカウントの認証は半年前くらいに完了しています、過去に1度VegaWalletにて出金もしていました。

出金キャンセルのメールと、ライブチャットでのやり取りのログを添付します。

Thank you very much, az8121, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear petronela

thank you.

No matter how many questions I have about JETON withdrawal cancellation, I can't get any answers.

I don't know what's causing it...

Although the amount was small, I was forced to make an additional payment due to the problem on the other side.

I feel angry that there has been no reply for such a long time.

However, they send me promotional emails every day.

I would like to resolve this issue even if it takes some time, so please continue to work with me.

petronela様

ありがとうございます。

JETONの出金キャンセルに関していくら質問しても答えてもらえないし

何が原因なのか分からなくて・・・

金額は僅かだけど、向こうの問題で追加入金までさせられて

これだけ長い間なにも返信がない事に怒りを覚えます

そのくせプロモーションのメールだけは毎日送ってくるし

時間がかかってもこの問題を解消したいと思ってますので、引き続きお願い致します。

Hello, az8121!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Dear Pavel

Thank you for responding to my problem

Please continue to support me after this.

親愛なるPavel様

私の問題に対応して下さりありがとうございます

この後もどうか力になって下さい。

Dear Customer,

Thank you for reaching out.

Unfortunately, due to payment method availability limitations, we will be able to manually pay out to one of the following payment methods:

- Ecopayz, Mifinity or cryptowallet.

We would like to kindly ask you to provide us with your account information for one of the methods mentioned, and we will make sure to prioritise the payment when you do it. Thank you in advance.

Best regards,

OhMySpins.com

Whether it's VegaWallet or JETON, I made the deposit as indicated in the payment method on the site.

- Ecopayz, Mifinity or cryptowallet

I don't have these accounts, do I have to create one?

The withdrawal cancellation email states that bank transfer is also possible, but is that also not possible? ?

In the first place, I have repeatedly contacted you regarding this matter, but why have you not received a response?

VegaWalletにせよJETONにせよ、サイトの決済方法で示された通りに入金したんですけどね

- Ecopayz、Mifinity、またはcryptowallet

これらのアカウントは持っていないし、作らなければいけないんですか？

出金キャンセルのメールには銀行振込でも可能と書かれていますがそれも駄目なんですか？？

そもそも、この件に関して再三に渡って問い合わせしてきたのに、何故返信がなかったんでしょうか？

OhMySpins.com, is withdrawal through the bank transfer not possible as well?

Dear az8121, if the bank transfer is not possible, you will need to create an account in any of mentioned payment services and to deposit to verify it.

First of all, I created a Payz account.

However, do I have to deposit again in order to withdraw money?

Depositing money with JETON was also pointless. . .

If you keep making additional deposits, will you really accept withdrawals?

とりあえずPayzのアカウントを作成しました

ですが、これで出金するためにはまた入金をしなければならないのでしょうか？

JETONでの入金も無意味だったんですよ。。。

どんどん追加で入金だけさせられて、本当に出金に応じてくれるんですか？

Very good! Now, please, provide the casino with an account information for your Payz account, using channel of communication, which you have used before. I believe, it is possible, that there will not be the necessity to make a verification deposit, but it is still possible, that the casino will ask you to do it, just so you know.

Dear Pavel

Even if you send your account information via email, you probably won't receive a reply or withdraw your money.

However, that's all I have for now, so I'll send an email and wait.

Pavel様

アカウント情報をメールで送っても、おそらく返信も来ないだろうし出金もしてくれないと思います。

とは言え、今はそれしかないのでメールを送信して待ってみます。

Oh My Spin.com

We have sent you Payz account information via email, so please respond accordingly.

Oh My Spin.com

Payzのアカウント情報をメールで送っていますので対応して下さい

Dear Customer,

Thank you for providing us with the information.

We would like to inform you that the payment for 9002 JPY was processed from our side today.

Best regards,

OhMySpins.com

az8121, please, let us know as soon as you will receive your funds!

I just confirmed that the money has arrived at Payz.

Thank you Pavel for your help.

I don't think it would have been resolved if you hadn't brought it up here.

I'm really thankful to you.

先ほどPayzへの着金を確認しました

Pavel様、お世話になりました

ここで取り上げて頂けなかったら解決しなかったと思います

本当にありがとうございました。

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, az8121, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Pavel K

Casino.Guru