Ozwin Casino - Player’s struggling to complete account verification.

Qzwin Casino does not want to verify among my documents a bank statement that confirms my place of residence. They immediately confirmed the identity card, but they couldn’t address the residence. They demand utility bills, etc. But, bills don’t come to my name and to this address, because everything is registered with the owner of the house. I’m just registered at this address. In other Western countries countries may not understand this, but in Russia this is the case. There is only one option left - an extract from the bank. "How so? The statement is valid for 3 months! I sent it in both Russian and English. Their chat does not work all the time. Somehow I caught the operator. After checking my documents and the last mail, he said that the statement meets all the requirements and is clearly in English the address of the place of residence is visible. And he will give it to the financial department for verification. He said that everything will be decided one of these days. It’s a pity that I believed and didn’t save a screenshot of communication with him. there are already 5-6 pieces. I am attaching one answer here. I won back the no deposit bonus. The first letter from them was on 01/23/2023 and since then they have been sending the same answer. Moreover, they answer only 5 days after receiving the documents.

Dear RUSTYAM,

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.

Have you tried explaining the situation to the 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 in advance for your reply.

Best regards,

Kristina

Dear Christina! As soon as I didn’t try to explain to them, it’s useless! I send documents, after 5 days they answer that they are not suitable. The chat operator looked today, saying "no letters with attachments". They seem to delete all letters. Another operator said earlier that there is a letter, and the document corresponds. I send screenshots of evidence to your mail that I constantly sent them fresh documents, and they are the same letter.

Today the answer came again that they can’t accept a bank statement as confirmation of the place of residence. Does it mean that they receive my letters with attachments ??? The casino rules say that an extract is suitable no earlier than 90 days. not satisfied. Rather, they don’t want to pay. When then, I verified more than 10 well-known online casinos with these documents and there were no questions about the documents !!! I sent you an extract, why is it not suitable? Everything is fine, date, print and .etc.

Thank you very much, RUSTYAM, for your cooperation. I will now transfer your complaint to my colleague Veronika (Veronika.l@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.  

Dear RUSTYAM,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about verification and payout. I'll try my best to help you resolve the issue by contacting the casino.

I would like to ask Ozwin Casino to join the conversation and aid in the resolution of this complaint. Can you please provide more information about why the submitted Bank Statement is not suitable for verification purposes?

Dear Veronica! After your intervention, the documents were confirmed!

Hi there

I spoke with the team that’s responsible for account verification. On the 7th of April customer sent a proof of his address (older documents were not accepted because they were dated 2022 while we require last 90 days). The last docs he sent were accepted by our team and his account will be now verified. He should have received an email confirming this.

Dear Ozwin casino representatives! No need to lie that I sent dated documents of 2022!!! All of them were fresh from January to April. I always took an extract from the bank and sent it immediately, as you requested the document. (See attachments here above!) You just didn’t want to pay these tiny Australian dollars (sorry, I still thought they were American and it turns out that I deceived the Guru casino administration that the dispute price is $ 200) They would immediately say that an additional document + bank statement is needed and that's it. Until I sent a receipt for payment for the Internet, you did not confirm my documents! You always have to tell the truth! I am an honest player and not only in your casino (withdrawn from 50 casinos) and without problems. You are the first casino that spoiled its reputation because of some 10,000 rubles (200 AUD).

Here is the answer! When registering and receiving, no one warned about this that Russia was passing by! Why then did they soar their brains for 3 months, demanding all sorts of documents? Probably, the data of Russians is being collected for espionage! Thanks to everyone who participated in this discussion!

You see their account in American dollars (the same with a deposit), and you start withdrawing, they turn into Australian ones. So, let the players think a hundred times before registering. I do not advise this casino to anyone!

Dear RUSTYAM,

I'm glad your documents were accepted and your account was verified. I have adjusted the disputed price to A$200, so you don't need to worry about that. What is the current status of your withdrawal request? Please let me know about any updates. Thank you.

Dear RUSTYAM,

I'm sorry your withdrawal was canceled by the casino. How did you receive the bonus? Did you activate it directly in your profile? Was it available for you on the casino site or did you find it on some third-party website and you activated it with a specific code? Please let me know how exactly you got the bonus, it's important for further investigation of your case.

Dear RUSTYAM,

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.