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Dear Customer Support Team,

I am writing to express my deep dissatisfaction and disappointment with the treatment I have received from Omnislots Casino. I recently had my account closed and my winnings voided, despite successfully completing the verification process. Furthermore, my attempts to seek clarification and resolution through email have gone unanswered for several months.

On September 19th 2022, I registered an account with Omnislots Casino and proceeded to enjoy various games on the platform. I played with welcome bonus and wagered my winnings. I followed all the necessary steps to verify my account, providing the required documents and personal information promptly and accurately.

To my utter astonishment and frustration, I received a notification stating that my account had been closed, and all my winnings were being voided. No valid reason or explanation was provided to justify such an action, especially considering that my account had already been verified.

In an attempt to seek clarification and resolve this matter, I have sent multiple emails to Omnislots Casino's customer support, outlining my concerns and requesting a fair explanation for the account closure and the voiding of my winnings. However, I have not received a single response, despite waiting for several months. This lack of communication and disregard for customer concerns is highly unprofessional and unacceptable.

I demand an immediate and thorough investigation into the closure of my account and the voiding of my winnings. I expect a detailed explanation for these actions, as well as the reinstatement of my account and the release of my rightfully earned winnings. Additionally, I insist on a prompt response to this complaint, addressing all the points raised herein and providing a clear timeline for the resolution of this matter.

Please be aware that I am prepared to take further steps to protect my rights as a customer and seek appropriate recourse if this issue is not addressed in a satisfactory manner. I trust that Omnislots Casino values its customers and their satisfaction and will take swift action to rectify this situation.

I look forward to receiving your prompt response and a resolution to this matter. Please ensure that all future communications are conducted in a timely and professional manner.

Yours sincerely,

Jakov

Dear Dexagnt7,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Omni Slots Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Did the casino base its decision on any rules of its terms&conditions?
• What games did you play to accumulate your balance in the casino? (slots, live games, multiplayer)

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

Best regards,

Tomas

Hello,

I primarily focused on playing slot games to accumulate my balance in the casino. The casino had not even sent me an email or replied to my emails when I tried to communicate this matter. I only got a message on chat that I breached terms but they did not want to specify which terms were breached. I deserve to be informed about any account-related actions taken by the casino and the reasons behind them.

They also did not return my deposit. I look forward to receiving a comprehensive explanation regarding the closure of my account and at least have my deposit returned.

Kind regards

Did you save the chat transcript between you and the casino? Would you be able to send it to me or post it here?

My email is tomas@casino.guru

Hello,

Please find screenshots attached, You can see that they sent me an email stating that my withdrawal is processed but money never reached my bank account. They stopped responding via email after that. Support on chat told me that my account is blocked and to contact them via email... But as you can see in the screenshot, no one responded for months and they blocked me from the email address verifications@omnislots.com. Kind regards

Thank you very much, Dexagnt7, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service.

Hello Dexagnt7,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Omni Slots Casino to join the conversation.

Dear Omni Slots Casino,

Can you please provide more information on why have the player not received the withdrawal yet?

Hi Michal,

Sorry for the delayed response. Looks like we missed your message.

We'll definitely look into this case and get back to you as soon as possible.

Thanks for your understanding!

Omni Slots

Dear Omni Slots Casino,

Do you have any updates for us, please?

Hi Michal,

After a thorough investigation by our payments security department, it has come to our attention that fraudulent activity has been detected in connection with the player's account.

Regrettably, as a result of violating the Terms and Conditions that he agreed to upon registration, his account has been permanently closed.

Best regards

Omni Slots

Dear Omni Slots Casino,

Can you please provide more information on what fraudulent activity has been detected? How did the player breach your Terms and Conditions?

If the information can't be shared publicly, please send it to me at michal.k@casino.guru

The necessary supporting evidence has been transmitted to the Guru team for thorough analysis and review.

Omni Slots

Thank you for the evidence, Omni Slots Casino.

Dear Dexagnt7,

After a careful review of the evidence provided by the casino, I am afraid I am no longer able to pursue this case.

As Omni Slots Casino stated the fraudulent activity has been detected in connection with the player's account which falls under these rules as mentioned in the casino T&Cs

9 Account Closure & Dormancy

9.5 Omni Slots reserves the right to close your account at its own discretion if you are found to be in breach of the Terms and Conditions or has reasonable grounds to suspect you have breached them. These breaches include but are not limited to the following:

- Opening multiple accounts without permission

- Providing false personal or payment information

- Using deposit and withdrawal options not in your name

- Irregular gameplay or advantage play

9.6 Accounts closed for breaching the Terms and Conditions may have all balances removed, Bonuses and winnings voided and/or withdrawals denied. No refunds or other forms of reimbursement will be granted.

11 Anti-Money Laundering Reporting

11.3 Omni Slots has the right to block any account suspected of fraudulent activity and withhold funds if requested to do so in accordance with the relevant Anti-Money Laundering Act. 

Unfortunately, after gathering all the necessary information we are forced to reject this complaint.

We are sorry We could not be of more help on this occasion. If you run into any issues with this or any other casino in the future, please do not hesitate to contact us.

Best regards,

Michal