Ozwin Casino - Player's account has been closed.

I make account on ozzwin Casino.Before I make account I ask agents are can use no deposit bonus and are valid for Croatia country.Agent said yes no problem first make account and then put Bonus.I put no deposit 20$ bonus.I play 3-4h and make enough wager.I contact again support and ask what my next step?Agent said that wait that he check my account.He said that all ok and that next step send my documents to email adress.I said ok.After send documents and waited about 4-5 days I got answer.Ozwin casino said that have multiple accounts and now close my account .I try contact he and said that no have account and that never before played there.I said that never send my documents to he and how this possible.I ask he that send me date and email when I send my documents to he.Ofc I never got answer.After thinking and find solve on different solve I see that Im not only person.Ozwin simple LIE how have accounts and simple no payouts me.Imagine some win 20 000$ and casino only say -no payout you have multiuple accounts and simple close your account.Are this not scam?I never send my document to ozwin casino and nobody can have my document,my selfie ,my bank document on my adress.How any other casino never wich is legit not make this problems and make this thing.How can have multiple account how this possible if need send my documents,my selfie and all other private data.That means that ozwin casino can say any person in any moment you have multiple account without any explanation and simple stole win.Why then casino and agent give me oportunity that play and all if on end when be lucky and make wining said you have multiple accounts.That means that this only blackmails that people think how this legit casino.And why agent not say this when ask what need next make?Why agent said send documents.ON end is looks like that ozwin casino stole my documents and private data and said how cant give me withdrawal with no reason.WHy ozwin casino no send me proof or can send to you proof where I send my document every In life.First time send my document on 10.09.2023 never before play there.And how he can say that have multiple account how this possible no understand.Nobody casino this never said because nobody cant with same documents register two times -right?On this way casino like ozwin scam casinos can every time say you have multiple account.You can check that never send document to he before or play there.This is simple scam and cheat.And this not safe.Any other legit bookie or casino never said this.Because nobody not can register two times with same documents.I send to your email and picture of ozwin casino answers.

Dear Tomislav91,

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. Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

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

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

Best regards,

Kristina

I send on your email picture what ozwin casino answer me.No I use self mobile phone like everyone in my house.Not possible.And not possible that any person in world have my documents or my bills from last months and can make account in my name.This not possible.And verry weird thing is that ozwin casino never answer on my email only 1 email where said that close my account and all other accounts what is funny.No have other account only one .And this not have sense how can any casino can accept for example more account with same documents that register and play??I send you on email my picture .

Thank you very much, Tomislav91, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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.  

Hello Tomislav91,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Ozwin Casino to join the conversation and participate in the resolution of this complaint.

Dear Ozwin Casino,

Can you please provide further information regarding the player's use of multiple accounts? Any relevant supporting evidence can be provided to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

They won't answer or send evidence because they don't have it. This is their method and reason for not paying me. And I see that I am not the only one who does this to many players.They are advertised as a good casino, but when people win something they make real problems and don't pay out and lie.I registered here and asked all agents before the start of the game and customer support. But when it came time to pay, problems and lying started.I only sent the documents for verification once, never again, and after I sent the documents, problems and lying started. They cannot have evidence because I used my only email address and sent the documents through it. They won't answer because they are scammers and in that way they try to persuade people to play with them with various promotions, but when it comes time to pay out, they don't answer and lie.

Thank you for your patience while we are checking this complaint.

Thank you for your response, Ozwin Casino.

Are you able to provide any further information regarding this case?

Kind regards,

Adam

Nothing not happens last two weeks.I know that repeat my answers and I know that there not happens nothing because Ozwin casino no have proof.I register one time and only one time I send my documents over my personal email for what I have proof and send to you.I not know what there can need be cheked.I never send my documents there and nobody other cant send my personal documents.All be good until come time for payouts.And I asked agents every time before next step what need do and are all ok and he advice me for next step.But when come time for payouts casino said how have multiple accounts and with no reason close my account.Then after googled I can see that I not only.

My question is how this never happens with other good and big casinos like bet365,betathome,pokerstars and etc.Its impossible make multiple account because for every registration you need send self documents and nobody not can have your private documents and bill for last 3 months from your bank.How then possible that someone have multiple accounts??

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.

Ozwin will certainly not answer as I said at the beginning because they have no evidence and because it is not true. They simply cheat in such a way that they close your account for no reason and then tell lies

Dear Tomislav91,

There has been no further response from the casino. I’m afraid there is not much that can be achieved without cooperation from its side. Since the casino seems to operate without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I am sorry I could not be of more help on this occasion.

Best regards,

Adam