Omni - confiscated 1922.5 eur

Hi pilopog - welcome to ThePOGG.com!

Before we go any further I need you to complete your complaint submission? I also need to know if you played the Dollar Ball side bet?

Thanks,

ThePOGG

I have not enabled Dollar Ball bet on those slots. I contacted support and they told that my winnings were cut because they suppose i broke clause 11 of promotional T&C. Well, i have not violated any of the T&C of the casino - my bets were less than 6 eur and all the games were from allowed list. While the casino was recommended me by my friend, who told he won there, I never opened accounts other than mentioned in my dispute at omnicasino, and as far as i know none from my family members ever played at omnicasino. So my winnings were confiscated under a made-up accusation and I want justice restored and my winnings paid. Also same happened on my fly casino account for 524.5 eur (50 dep, 25 bonus, withdrawal 574.5 turned into 50). Should i start a different complaint about that or this can be combined?

Hi pilopog,

I've spoken to the operator about this issue. They have re-reviewed your case. While there were concerns about associations with other accounts they have concluded the initial decision to revoke your balance was in error. As such they've returned your balance to your account. You need to log into your account, accept the bonus that will pop-up and your funds will be returned with no bonus restrictions. After that please withdraw, complete the verification process and let us know when you receive your funds.

Thanks,

ThePOGG

Hi pilopog,

Have you managed to withdraw your funds?

Thanks,

ThePOGG

Not yet. Casino restored my balance but after my withdrawal i sent them my documents on 20feb (ID, card and address). Id and card was approved, but bank certificate for address approval they told me was outdated (19 nov) and i sent them document from my municipality that i live and registered at my current address. That certificate is official and if i need to prove my address in my country i will use that and not some utility bill. Standard bank statements also does not include address, only paid account balance certificate, and i dont receive any paper utility bills. But at this point i provided them my proof of address issued by local municipality and they refused to accept it and my withdrawal not paid yet.

Hi pilpog,

I'm afraid you are going to have to provide valid proof of address in the form of a paper statement no older than 3 months for a utility provider or bank account. This demonstrates that you are actually receiving mail at the address you have listed on your account.

I would suggest you contact your bank and ask them to post out your most recent statement. Let us know when you have done that.

Thanks,

ThePOGG

Hi pilpog,

Have you managed to complete the verification process and withdraw your funds?

Thanks,

ThePOGG

Yes, i completed the verification and my withdrawal was paid.

Thanks for help in resolving this.

I also have an account at fly casino, different brand but same owners and same problem - withdrawal of 574.5 turned into 50. Occurred at the time of this incident - 26 dec 2018. I thought that company would reinstall balance there also, because it is same situation and i mentioned it in this dispute but it seems i need to start a different complaint. But i'll contact fly casino again to try to resolve it without touching ADR.

Hi pilopog,

I'll hold this complaint open for the time being - if you do not have success provide your user details and I'll contact the operator again.

Thanks,

ThePOGG

Hello. Flycasino are not replying to my e-mails (sent to [EDIT] 16 march) so assistance is required. All personal details are absolutely same as in this case. Username [EDIT]. My first e-mail "Hello. For some reason i can not find my withdrawal [EDIT] in withdrawals history, instead i see withdrawal for the amount of 50 eur that i have not requested. 25 dec 2018 i made a 50 eur deposit and received 25 eur bonus. On 26 dec bonus winnings were converted to cash balance and at the time of my withdrawal i had 599.5 eur on balance and 574.5 eur withdrawable balance. When i am going to receive my 574.5 eur withdrawal requested on 26 dec?"

Update - they replied and 574.5 were added, i requested withdrawal.

Hi pilpog,

That's great news. We'd appreciate it if you could update us when you receive your funds.

Thanks,

ThePOGG

Money received today. Thanks for all your help in resolving this dispute!

Hi pilopog,

Thanks for letting us know - it is appreciated!

ThePOGG