I came to complain about this casino that is deceiving me, they let me redeem a free chip without deposit I managed to complete the rollover I verified my account I requested the withdrawal and they denied Informing that Brazil was not allowed, how not? if I let him rescue I tried to talk to him a thousand times To try to solve it without him coming here to the casino guru but there was no way. They didn't give a damn they offered me the free chip on deposit.

Vim reclamar o sobre esse casino que está me enganando,eles deixar o eu resgatar um chip grátis sem depósito Consegui completar o rollover eu verifiquei minha conta Solicitei a retirada e eles negaram Informando que o brasil n?o era permitido ,como n?o? se deixar o resgatar tentei falar com ele mil vezes Para tentar resolver sem que viesse aqui ao cassino guru mas n?o teve jeito. Eles n?o me deram a mínima eles me oferece o chip grátis em depósito.

Dear marciadsouza703,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general bonus terms and conditions: https://www.ozwincasino.com/terms-and-conditions

25. Players from the following countries do not qualify for any bonuses: Albania, Armenia, Azerbaijan, Belarus, Bosnia and Herzegovina, Brazil, Bulgaria, Germany, Hungary, Indonesia, Israel, Kazakhstan, Kyrgyzstan, Lithuania, North Macedonia, Malaysia, Mauritius, Moldova, Montenegro, Poland, Romania, Russia, Slovakia, Slovenia, Tajikistan, Thailand, Turkey, Turkmenistan, Ukraine, United Kingdom, Uzbekistan.

Do I understand correctly you won from a no-deposit welcome bonus in the casino? Would you be able to forward me the message you received from the casino? Please forward it to my email address at [email protected], alternatively, please post it here.

Best regards,

Tomas

But they even offered me the bonus when I was registering, and now there are also 10 without the need for a deposit, I understand Casino Guru, but why did they let me receive the free chip?

Mais eles mesmo me ofertaram com o b?nus quando ia me cadastrando,e agora tbm tá lá 10 sem necessidade de depósito,entendo casino Guru mais por que deixaram eu receber o chip gratis ?com certeza por que passou que eu n?o conseguiria

look at them offering me 10 without deposit

olha aí eles me oferecendo 10 sem depósito

marciadsouza703,

We believe that casinos should be equipped to only give out bonuses to eligible players. If the casino is not equipped, it should let players withdraw their winnings even if they are from a country that is restricted for bonuses. In other words, once a player gets a bonus, a casino shouldn't take it away from them or confiscate any winnings that originated from that bonus (unless some other rules have been broken).

Thank you very much, marciadsouza703, for providing the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello marciadsouza703,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

I just heard from my colleague that there was some technical problem, and only now the casino representative can answer. Therefore I am resetting the timer. I am sorry for the inconvenience.

Hello there.

Upon signing up, our customers are requested to tick a box confirming that they have carefully read and agreed to our Terms and Conditions. We kindly remind you that our T&C clearly states that unfortunately, players from Brazil do not qualify for any bonuses. We advise all our customers to verify their eligibility before proceeding with any bonus offerings.

If you have any further questions or concerns, please do not hesitate to contact us at any time.

Dear casino representative.

I understand your position. However, we find it to be unethical if the casino, somewhere in the terms, mentions that players from certain countries cannot claim a bonus and, on the other hand, the casino offer this type of bonus to players from these not-eligible countries.

As you can see, during the registration process, you asked the player about a country:

It is not technologically hard to enforce that players from not-eligible countries will not see a bonus offer.

Only a few players are reading the full terms and conditions; you can't expect everybody to do that. Did you ever read a Microsoft license?

In this case, we believe that the problem is on the side of the casino.

I would strongly recommend enforcing situations like this by software.

Hi there,

We will consider your suggestion, but in the meantime, we cannot make any exception as the customer agreed to our terms.

Dear casino representative,

Please imagine this situation: When you visit your bank, the advisor offers a saving account with 5% interest. Everything looks good, and you decide to use this account. After several years your savings get bigger, and you choose to withdraw your money for some life-changing event. However, you discover that you can't get a 5% interest because you were not eligible for this type of account. So how would you feel if the bank took some of your money? Wouldn't that be a mistake of the person who offered you that type of account? Or why did the bank let you have this account in the first place, right? Yes, it was written somewhere in 40 pages of text, but you didn't read it all when you were in the bank. You trusted the advisor when he gave you this offer.

And this is how now marciadsouza703 feels.

If you decide not to pay the winnings, this complaint will be closed as unresolved, negatively impacting the casino's rating.

While we understand your concerns, it is important to note that our casino's rules, terms, and conditions are agreed upon by all players before making a deposit and playing. We take pride in providing transparent and fair policies that apply to all of our players. We encourage you to review these policies carefully to ensure you fully understand the terms of playing at our casino. Thank you for your understanding.

Dear casino representative,

Isn't the casino breaching its terms and conditions when offering a bonus to players from non-eligible countries?

We take pride in providing transparent and fair policies that apply to all of our players.

How so?

If the player from the not-eligible country takes an offered bonus and loses, the casino keeps the money; however, if he wins, then you void the winnings. I don't see this as fair or something I should be proud of.

We understand your frustration regarding the bonus policy for players from non-eligible countries. However, please note that our terms and conditions clearly state that bonuses are only available to players from eligible countries. It is the responsibility of each player to ensure they are eligible to receive the bonus before accepting it.

We apologize for any confusion or inconvenience this may have caused.

We are always looking for ways to improve our policies and services, and we appreciate your feedback.

Dear marciadsouza703,

It looks like the casino is unwilling to accept that not everybody is willing to read the full terms and conditions and that they shouldn't offer a bonus to players from non-eligible countries.

In this situation, we can't do anything more.

Therefore we decided to close this case as unresolved, which will harm the casino's rating.

I am very sorry for your negative experience.