i. have. had issues trying to get into my account then all of sudden i was playing. and then. i. was. having. issues and then. kicked out due to security. identity and then i. was trying to suggest. why. this happens cos i was using it i was just. waiting for the. id document to clear then i can withdraw but was. wrongly. locked out

Dear azd316947,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that your winnings have been cancelled and account blocked due to a failed account verification? Could you please confirm that you have provided all the personal documents required for the verification as soon as possible, without any delay? Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

i had. submitted my id documents. and that so i. had. been going step by step to verify them with a. consultant on there end asking me tht. and stating they have recieved it. i had accumulated 728. after. i had. in my. withdrawal balance and then cos it. still. hadn’t been. showing verified i sent them. more. emails with my addy from bank statements and my. drivers lice and. me holding it. as well and the. same of my documents verification by the police as well. and still. then last night i had issues and. the. security code wasn’t comming thru. i then. had them give me tht code to reset the password then. i got in. played. i then. left to go to shops then as i got back to log in i was unable to get in cos they locked me out and sent me that and i said. what the how. and that they still could not answer me and that they sent it to my email. which stated they would block me acount if i try to sign up again to them and it. was. un real. it. the second lot of casino that this has happened. to me and i’m only a pensioner but yet the time i’m up. i get. locked and nothin when i. should be entitled to my winning

Have you accumulated your winnings with or without an active bonus, please?

i got it. with a free 10 dollar chip that had a play thru balance i completed tht. then. got a. active withdrawal of the 742. but before. they. they. blocked me out after i was already in there. and playing i had only just reset the pass i don t get y they. theme tell me of sim security thing then. they locked me out with no reason

Could you please advise if you have redeemed any free bonuses from this casino in the past?

no i had not

Thank you, azd316947, for your reply. Please understand that if your winnings were accumulated from a free bonus entirely, a maximum cashout will be applied to your withdrawal based on the following rule:

"14. Please note that any no deposit bonus will have a maximum cash-out of 5x the bonus amount given (unless stated otherwise) e.g. $100 bonus - max. cash-out will be $500. No exceptions can be made if a Random Jackpot is hit. The rule will only be annulled after a customer's balance has reached below $1."

Could you please advise how much is your active balance now and try to request a new withdrawal request of $50 (5x $10 Free Chip).

it. wasn’t. i. had 10. on me acount that i had. won the 752 on it i had them. uploaded my documents then. bang i got locked out but it wasn’t a bonus. as it. was it was winnings from. the. 10 signing up i had received nothing more

Do I understand correctly that your account has never been successfully verified in the past and you haven't deposited any real money into your account? Thank you.

no it was the. first time. iv used it i signs up. put 10 on then sent my documents to verify then won. 768 then whilst resetting my password. then. i had relized. my email addy i sent to re making sure was getting contact into them verification and then nothing whilst playing it. was then. blocked. with no appreciated reason

I'm sorry, but I think I don't understand. Is your account blocked now?

yea it has been. since. they. cnt tell me wht i actally did i only sent my photo id an. bank proof of addy and tht to them for verification and then whislt playing they. blocked me

Dear azd316947,

Have you been advised at any time what exactly caused the unsuccessful verification? Have you provided all the requested documents in the correct format and without any delays?

Dear azd316947,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

i haven’t. heard anything. from the security. company in regards to it. and that. i’m happy to give it. a. re. check and i

had. sent them my. id and it was. my license my. addy on a current bill and that of. but nothing. was. email thru to me

they send. me emails yet they won’t let me in me acount

Thank you very much, azd316947, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas ([email protected]) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Ozwin Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello azd316947,

I will assist you with the complaint from now on. I will try to contact the casino in order to ask them for help in your case.

I would like to invite Ozwin Casino to join this conversation.

Ozwin Casino,

Could you please specify the reason why azd316947 failed the verification check and his account was closed and the balance was confiscated?

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

it be great if they. could honor the. amount due to. the fact. i. still can’t. get that this happens from time to. time. it’s terrible

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

i have had. them respond. to me. via this

Dear Aaron,

Thank you for contacting Casino Support.

I regret to inform you that your casino account has been closed permanently by the casino management. This is due to your account details not passing our security filters.

Perhaps you have had issues at another online merchant. Because of this we are unable to allow you to hold an account with the casino.

Thank you for your understanding!

Should you require any further information or assistance, please feel free to contact us anytime.

Best regards,

Lexi

Ozwin Casino Support

Hello azd316947,

Thanks for the update.

It seems that they concluded you were blacklisted by another online merchant, for reasons they are not sharing.

As it's highly dependent on what the blacklist is concerning, we can't agree with the confiscation of your winnings. Please note that in our opinion it would be fair if the casino finds out you are blacklisted and doesn't let you play. If they let you play however they should pay you out unless there are some extraordinary circumstances.

As we don't know exactly the details of the case, from the communication provided, we can't conclude if their actions were justified.

If we won't receive a reply from them directly, we will have to close the complaint as unresolved.

i also got this. today

today

Dear Aaron?,

Your interest in our casino is highly appreciated.

Please be advised that your account did not pass our security checks and has been closed. Therefore you are unable to hold an account at our casino group.

We do thank you for your initial interest in our Casino.

Should you require any further information or assistance, please feel free to contact us anytime.

Best regards,

Liam

Ozwin Casino Support

Dear azd316947,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.