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Complaint – My account reopened after permanent self-exclusion without my consent (OhMySpin Casino)

I would like to file a complaint about OhMySpin Casino.

I had previously requested permanent self-exclusion from my account because I suffer from a serious gambling addiction. My request was motivated solely by the need to protect my health and prevent me from continuing to gamble.

Despite this, my account was later reopened without my consent. After the reopening, I was able to make deposits and play again, but suffered further financial losses.

I believe this behavior is extremely serious and contrary to the principles of responsible gaming. A gaming operator has a duty to respect a request for self-exclusion, especially when it is motivated by a compulsive gambling problem.

I subsequently requested a permanent self-exclusion of my account again and a refund of all deposits made after the unauthorized reopening, but the situation was not resolved.

I therefore request that Casino Guru carefully examine my case and assist me in resolving the dispute.

In particular, I ask:

the acknowledgement of the error committed by OhMySpin Casino;

a full refund of all deposits made after my account was reopened;

confirmation of the permanent and irrevocable self-exclusion of my account;

the permanent cessation of any commercial, promotional, or bonus-related communications.

I can provide all the documentation to support my complaint, including the emails in which I requested self-exclusion, subsequent communications with customer support, proof of reopening my account, and my deposit history after reopening.

I believe that the failure to protect a vulnerable player represents a serious violation of the principles of responsible gaming and I trust that Casino Guru can intervene to ensure that the matter is assessed impartially.

Reclamo – Riapertura del mio account dopo autoesclusione permanente senza il mio consenso (OhMySpin Casino)

Desidero presentare un reclamo nei confronti di OhMySpin Casino.

In passato avevo richiesto l’autoesclusione permanente del mio account perché soffro di una seria dipendenza dal gioco d’azzardo. La mia richiesta era motivata esclusivamente dalla necessità di tutelare la mia salute e impedirmi di continuare a giocare.

Nonostante ciò, il mio account è stato successivamente riaperto senza il mio consenso. A seguito della riapertura ho potuto nuovamente effettuare depositi e giocare, subendo ulteriori perdite economiche.

Ritengo che questo comportamento sia estremamente grave e contrario ai principi del gioco responsabile. Un operatore di gioco ha il dovere di rispettare una richiesta di autoesclusione, soprattutto quando è motivata da una problematica di gioco compulsivo.

Successivamente ho nuovamente richiesto l’autoesclusione permanente del mio account e il rimborso di tutti i depositi effettuati dopo la riapertura non autorizzata, ma la situazione non è stata risolta.

Chiedo pertanto che Casino Guru esamini attentamente il mio caso e mi assista nella risoluzione della controversia.

In particolare, chiedo:

il riconoscimento dell’errore commesso da OhMySpin Casino;

il rimborso integrale di tutti i depositi effettuati dopo la riapertura del mio account;

la conferma dell’autoesclusione permanente e irrevocabile del mio account;

l’interruzione definitiva di qualsiasi comunicazione commerciale, promozionale o relativa a bonus.

Sono in grado di fornire tutta la documentazione a supporto del mio reclamo, comprese le email con cui avevo richiesto l’autoesclusione, le comunicazioni successive con l’assistenza clienti, la prova della riapertura del mio account e lo storico dei depositi effettuati dopo tale riapertura.

Ritengo che la mancata tutela di un giocatore vulnerabile rappresenti una grave violazione dei principi di gioco responsabile e confido che Casino Guru possa intervenire affinché la vicenda venga valutata in modo imparziale.

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Stay safe.

Dear VittoMr94,

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

Based on what you’ve shared, the key point will be to determine whether the account closure for gambling addiction was properly enforced and what exactly happened afterward.

In order for us to proceed, I would like to kindly ask you to clarify a few important details:

• Has your account now been closed, or is it still active?
• When did you reopen your account?
• Were you able to log into the same account, or did you create a new account?
• Could you please forward the original self-exclusion request you sent to the casino back in January 2024, along with the casino's response? Please forward the complete email threads. Please do not send screenshots, but the original, uncropped email messages instead. My email address is jean.s@casino.guru.

These details will help us understand whether there was a failure in enforcing responsible gambling measures or if there were any other factors involved.

Your cooperation in providing these details will help us investigate and work towards a resolution. Thank you in advance for your reply.

Best regards,

Jean