Ozwin Casino - Player failed account verification.

I have signed up with Ozwin Casino and I have won 100$ with the no deposit 20$ sign up bonus. I was asked to send in documentation for account verification before I process my withdrawal. After 4 day I receive an email from the casino station that my account has been closed as it did not pass the verification process. I have contacted live chat but they refuse to give me feedback as to why the account verification did not pass. I have submitted all the relevant documentation as all documents were legit and 100% legit. So why will they not give me feedback as to why my account verification did not pass. The following message was reverted to me by live support....

"Your account did not pass our security filters, and therefore you are not able to hold an account with us. We apologize for the inconvenience and thank you for understanding"

This is they are stating but refuse to give me feedback as to reasons pertaining why account verification did not pass. I require to withdraw my winnings. Can you please advise me as to what I can do.

Dear Scrooge03,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided? Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

I have submitted the following. I have also submitted proof of residence .I'm

Not sure if I have attached the documentation correctly.is there an email address that I can sent through the documentatios. I'm unable to attach the proof of residence. Thank you for you assistance, I highly appreciate it.

Thank you very much for your reply, Scrooge03. 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 the communication between me and the casino to the email address provided above.

I am unable to attach them on this platform as it exceeds the max amount of attachments. Kindly let me know if you have received them.

Once again than you very much for your assistance.

Thank you very much, Scrooge03, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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 Kristina, I have received a response from your colleague pertaining to my case. Can you kindly confirm if I will still be assisted to reference to my case. Thanking you in advance.

Hello. Is there any feedback on my case....Hi Kristina...can you kindly assist me...I haven't received any feedback...and the time is limited.

Hi Scrooge03,

I've just reviewed your case and am very sorry that you came across such an issue. In order to help you resolve the problem, I will contact the casino.

I'd like to invite Ozwin Casino to join this conversation and participate in the investigation.

Could you kindly share the reasons behind the KYC verification failure that led to the issue with the player's withdrawal request?

Thank you.

Regards,

Tomas

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

thank you for your patience while we check this complaint.

Dear Ozwin Casino,

Sure, take your time. I'm now extending the timer by another 7 days. Please keep us updated on any developments. Thank you.

Kind regards,

Tomas

Hi there.

Unfortunately, we have closed his account. According to Ozwin's Terms and Conditions, which the player agreed to when creating an account with us, the casino reserves the right to cancel a player's account at any time without notice, if the player has been designated as a bonus abuser, playing no or low-risk strategies in order to withdraw promotional money.

unfortunately, the decision is final.

Dear Ozwin Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? If we are talking about a breach of the casino's bonus terms and conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

Thank you in advance for providing the information.

Kind regards,

Tomas

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.

Dear Scrooge03,

Unfortunately, the casino failed to provide us with the requested evidence, and the reasons for blocking your account are sort of against our fair gambling codex when specified like that. Therefore, we cannot continue resolving this complaint, and we are forced to close the case as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option on how you can try to resolve your issue - I recommend you contact the gaming authority the casino is regulated by (Curacao) and submit a complaint directly to the regulator. However, there are several gaming authorities residing in Curacao, and it is not specified which one it is.

After complaint closure, feel free to contact me at tomas.k@casino.guru, and I can help you with submitting a complaint to the correct authority. But, please note it will take some time until I gather all the necessary information regarding gaming authorities. Thus count on a few days until I respond if you decide to write to me.

I wish I could be of more help, and I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Tomas