Ozwin Casino - Player disputes winnings linked to free spins.

Sorry its long to get it all clear. I logged on put a deposit down against a bonus so I received FS & % of money. Once this was all used because I deposited money I got another 50 free spins. I won $13.00 on the FS. I played for quite awhile and my bet was at $1 per spin. I started winning dribs and drabs of money. I think it was at least 20 mins later if not a little longer maybe but unsure. I got coins or something on the game I was playing and I won the grand total. I asked their online support how do I withdraw my winnings as I won a big amount, she told me I had to play the playthrougĥ. I asked her how do I do that. She told me to touch the money button so it shows what I have to spend. Once that is done I can withdraw. Well I pushed withdraw and all my winnings were gone. I had a whole $102.00 left on my account. Now it had also notified me that I was not verified as of yet by there casino as had not sent documents for verification. I immediately contacted customer support to ask what happened. They said those free spins had a Max payout of $180.00. I said i wasnt using my free spins i had spent that money awhile ago and was busy playing my winnings that had built up. I asked if by using free spins or bonuses is that so we don't win any money to keep. As I won $13.00 played that and more. I am unsure when using their FS or bonuses their winnings must become mine at some time. Because otherwise I could win bits and pieces and never get to collect the winnings. Once I played the FS and spent the winnings over a period of time.. why is that winnings not mine.

I look forward to your response maybe I might be in the wrong as it feels so unfair. Especially as they said I got the free spins as I only got them because I had to put a deposit down to be able to use the FS so I did have to use my money.

I hope I am not wasting your time with this.

Thanks

Julie

Hello matman55,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Ozwin Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if the verification has begin? What was the wagering requirement of the free spins you used? When was the last time you spoke to the casino and what was it about?

The winnings you generated from the free spins are not real money (unless it is stated by the casino somewhere) and you need to wager them XX times. Once the wagering is done, the casino should correct your balance to the maximum withdrawable amount - the corrected balance then became the real money.

If possible please forward your full betting history to nikolas.b@casino.guru for further review.

Looking forward to your answer.

Regards,

Nick

Hi Nick

I am not verified as of yet, but I had sent the documents that are required by them the day this all happened.

I am putting all this information together for you, you will have it asap. I will email it to you as some info may have personal info on it.

Thanks for looking into my case.

Julie

Hi Nick

I have sent you emails to the address you gave me, I have given you everything that I have regarding this matter all screenshots etc. Hope this helps.

I look forward to your response.

Thanks

Julie P*****

Hi Nick,

I just received an email from Ozwin stating my account is now Verified.

Thanks

Julie P****

Dear matman55,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru