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VIP member at OmniSlots. Have withdrawal many times before via international bank transfer. So, on 22nd Oct had a nice win, put through $5k (max daily) withdrawal via bank transfer.

It was taking longer than usual, so I contacted my VIP manager who convinced me to wait longer and longer assuring me when there was more info he would contact me and that if there was a problem then they would resubmit the transfer. He never contacted me, but payments department emailed me advising that the transfer had been rejected by the payment provider and the $5k was back in my gaming account. They suggested I use Ezeewallet for deposits and withdrawals. I then played some the $5k down to $3800 and tried to withdraw again via bank transfer.

It was instantly rejected and from then on I could not choose the option of bank transfer as a method of withdrawal.

I have many emails from this point onwards that are very relevant before moving forward with my complaint.

Thank you for your support. 😔

Dear JBSqP84,

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?

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

Hi Petronela. Thanks for getting back to me so quickly.

Yes, OmniSlots did advise me the I should sign up with Astropay, but unfortunately I am unable to.

I find it very strange that my first attempt to withdraw took nearly 2 weeks to hear that the transfer had failed. My second attempt failed instantly.

Now my situation has been raised to Robert P***** who claims to be the owner of OmniSlots. Robert claims that he has personally tried to transfer me the $5000 on three separate occasions. The first time took about 5 days for Robert to advise me that the transfer had failed, the second time too 2 days to advise me that the transfer had failed, then the third attempt took less than 24 hours to advise me that the transfer had failed. Strange that he could find out so quickly about the transfer failing.

I have spoken to my bank who advised my only way to find out why the transfer is being rejected is to get the sender to run a trace in the failed transfer. I have repeatedly asked Omni and Robert to run the trace, but they have ignored my request every time. They haven’t even acknowledged that I have requested a trace.

So now I wait and wait which is why I have contacted you. I hope you can help me with this situation.

regards,

Jimmy T*****

Hi. Please close this case. I’m so happy to tell you that I just got paid out my $5k via paypal.

Thanks for your support with this.

I really appreciate it.

Jimmy

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, JBSqP84, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru