Ozwin Casino - Player has been asked to provide documents for an additional account verification.

I opened an account at this casino about a year ago. Fully tested. Received confirmation. I played and won and made conclusions without any problems. Now my conclusion was rejected and I was asked to update the documents. I did it. Received a refusal. What document does not suit me they do not tell me I do not understand what is required of me. It seems to me that this casino just doesn't want to pay. I didn't break the rules. My only fault is that I didn't lose.

Dear Djamil,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that it is a common procedure for casinos to audit players’ accounts. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please advise how was the additional verification justified? Has any of your sensitive information or depositing method changed recently? Lastly, how long ago your account was verified previously?

I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Thank you very much, Djamil, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Many thanks. I hope so too .

Dear Djamil,

I looked at your complaint and I understand the situation. I’ll contact the casino representative and see if I can help.

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

Dear Ozwin Casino,

Could you please specify the reason why was Djamil asked to provide additional documents and why were the provided documents rejected?

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

For some reason I expected something like this.

I understand that I will not wait for an answer. Well, let's at least have a conversation with you while you are playing for time.

1) I would like to know who is the ADR service for this casino?

2) I redeemed a coupon that has no withdrawal limit. This means that there is no limit on winning. Question. Why does the casino interrupt my bonus game when the winnings reach 500 USD? Is it the right to do this or not?

Dear Djamil,

Unfortunately, we still haven’t received any response from the casino.

Regarding your questions:

1) As far as we are aware, the casino operates without an official license and has no ADR at the moment, unfortunately.

2) Could you please advise which bonus offer did you claim? Was it a deposit or a no-deposit bonus offer?

You said you studied this case. Above, I have provided screenshots of my deposit. Why ask again. Are you just pretending to help the players. The screenshot clearly shows the amount and date of my deposit. I took a coupon that does not have a withdrawal limit. However, this casino put a cap on my winnings. I want to know if it had the right to make this restriction or not. As your code of honor? In the meantime, there is no need to worry about it. "

As for the license, here's what I managed to find.

The LCB website claims that the casino is licensed by Curacao. Whom to believe?

Dear Djamil,

Please note that I did not ask for information regarding your deposit. There might be a translation error. I asked you to specify which bonus offer you claimed so that we can better evaluate the situation. Lastly, I assure you we are trying our best to help you.

And to answer your questions – It looks like the limit you are referring to is a limit on maximum winnings from an in-game feature. Such limits are imposed by the game provider and it is enforced by software (it’s a part of the game). That being said – yes, it is okay.

According to our information, the casino operates without an official license.

Here is the same provider. However, there is no limitation here. on winning bonus games.

But for me there are limitations. How to understand?

Dear Djamil,

We will take a closer look at the issue to confirm the limit was, in fact, not imposed by the casino and/or the coupon you redeemed.

Please understand that we have no influence on who the casino decides to, or decides not to reply to. If a casino refuses to cooperate with us on resolving an issue, then there’s not much we can do. Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely to achieve a mutual agreement. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I’m setting the timer for 7 days. I’ll let you know once there’s any news.

You just need to decide. Whose side are you on. Either you help the players, or you cover up fake sites. The casino, as I understand it, never loses. At the expense of margin. It's just that sometimes it's not enough for a casino. I would like to appropriate the entire player's deposit. This is where sites like yours should come to the aid of the players. But unfortunately you were created to cover up illegal actions on the part of the casino. I want to appeal to your employee who promised to fight for me like a Lion, if the casino did not pay me the money won. This is exactly the case when I really need the lion's power. This is where you can prove, not in words, but in deeds, who is Leo and who is a cunning fox. Please do not be offended by my words. It's just that I'm used to saying what I think, and no one will take this right away from me.

Why is RTG provider allowing its equipment to be used for fraudulent purposes? How can I contact an RTG provider? Who is the ADR for this casino? Just do not say that the casino operates independently, this does not exist and cannot be.

Dear Djamil,

After checking the situation regarding your winnings from a bonus feature being limited to $500, I can confirm that the limit was not related to the coupon you had redeemed.

I, Zombie slot game from Realtime Gaming has a maximum win per paid spin of 50,000 times the bet per line. A bonus feature (the free spins, in your case) is counted as a part of a paid spin. Since you had your bet per line set to $0.01 (total bet being $0.25 per 25 lines), your maximum win per paid spin was $500 ($0.01 × 50,000).

In regards to your statements, I’d like to make it clear that helping players is our priority. I assure you that we are not covering for fake sites in any way. Unfortunately, it’s not always possible to resolve an issue to the player’s satisfaction. In cases where a casino refuses to cooperate in the resolution of a complaint, there’s usually not much we can do other than lower the rating and not recommend such casinos to players. Hence the ‘Bad’ reputation of Ozwin Casino.

I’m sorry I couldn’t be of more help. For the future, I recommend only playing in casinos that have at least a ‘Very good’ reputation on our website.

Lastly, the contact information should be available on the game provider’s website and as mentioned earlier, according to our information, the casino operates without an official license and has no appointed ADR, unfortunately. In case you have additional questions regarding your case, feel free to contact me via e-mail (andrej.p@casino.guru).

Due to the reasons specified in my previous replies, we will now close this complaint as ‘unresolved’.

The casino can reopen this complaint anytime.