Ozwin Casino - Player believes that their withdrawal has been delayed.

I have provided sufficient evidence of my identification and they keep telling me I need more I have supplied a statutory declaration and much more I have sent in bank statements copy of bank card birth certificate the stat Dec should over ride every bit of id as its a legal document

Dear Rettagthatsme76,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

No they wont verify my account with all of my documentation this includes a statutory declaration and bank statements birth certificate I am in financial hardship and feel they are a fraudulent company

Thank you for your reply, Rettagthatsme76. Did the casino clarify what was wrong with your documents? Did you provide them all as soon as possible and in the correct format?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have emailed all the documents that I have forwarded to ozwin I am in severe financial hardship and are begging you to please see me get my winnings

Hi I have had another email from ozwin they keep sending the same email my stat Dec is

confirming who i am there is a signed photo

of myself and as explained i dont have a marriage certificate due to domestic violence

Hi how long will this take please

Do I understand correctly that your marriage certificate has been destroyed? Have you already requested to issue a new one? Have you at least provided all other required documents?

Yes I have supplied more than enough id including a stat Dec which is signed and dated by a justice of the peace

Thank you very much, Rettagthatsme76, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) 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.  

Hi Rettagthatsme76,

I've just reviewed your case and am sorry to hear about your struggles with the verification process. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Ozwin Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if there have been any documents missing or if there're any issues with the provided documents?

I'm looking forward to hearing from you.

Kind regards,

Natalia

Thank you

Hi there,

There has been lots of communication back and forth with the player. We have explained multiple times, which documents are required, and that are cannot proceed with the cash out until the verification process is complete. We still require the following documents:

• A picture of the player holding their birth certificate (notarised)
• Certificate of divorce (to clarify the reinstating her original last name)

The customer has been informed multiple times via chat and email. No answer has been received yet.

Dear Ozwin Casino, thank you for the reply.

Dear Rettagthatsme76, could you provide the requested documents to the casino? I believe you have sent a picture of your birth certificate to us, so would you be able to make a picture holding it?

Do you have a certificate of divorce in your possession to upload at the casino's request?

Kind regards,

Natalia

I will take a photo holding it and send it to them but there is absolute no way I can obtain a new marriage certificate because my one was destroyed I am a pensioner and simply cannot afford to get a new one considering I am no longer married this is all the evidence I have there is more than 200points of identification that I have supplied

This is a certified copy stating by law my full name date of birth address and a current photo of myself

this is what I sent along with the photos I sent you

Dear Rettagthatsme76, thank your for your photos. However, as I understand from the casino's email, the photo itself should be notarized.

Dear Ozwin Casino, would you please specify again if you need a photo of the player holding the required documents and this very photograph should be notarized?

I'd be glad if you can also advise what are other acceptable options to prove the reinstated last name in case of no possibility for the player to get her divorce papers?

I'm looking forward to hearing from you.

Regards,

Natalia

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’ which may negatively affect its rating.

Hi there,

We are pleased to inform you that we have successfully completed the verification process for this particular account, taking into consideration its unique circumstances. We understand the importance of transparency and accountability, and have diligently addressed the challenges associated with this case. We appreciate your patience and support throughout this issue.

Dear Ozwin Casino, thank you very much for your cooperation! We really appreciate that you were willing to accommodate the player's situation.

Dear Rettagthatsme76, could you please confirm that your account was verified and you finally are able to request a withdrawal of your funds?

Regards,

Natalia

Dear Rettagthatsme76,

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

Hello yes they did verify my id in the end but then they kept all of my winnings so I just gave up in the end

Dear Rettagthatsme76, could you please specify if you mean that your withdrawal request has been canceled and the money returned to your balance, have you used it to play?

Dear Rettagthatsme76,

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

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.