Ozwin Casino - Player’s struggling to withdraw their winnings.

You have already digested your betting conditions with a no deposit bonus.

We sent the certification documents on 7/25 to request withdrawal.

I logged in today and can't withdraw money, so I made an inquiry.

The answer is

" Sorry, I was not able to verify your account.

Whoop! I'm transferring you to my human friend now.

 A cloudy day can't keep Ozwin away! Perhaps the answer you are looking for can be found on the FAQ section of our website! Https://www.ozwincasino.com/support "

I can't withdraw money with consecutive answers.

Thank you.

Dear sai1331,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals. However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

thank you.

There is no answer as to whether the account has been completely verified.

So I don't understand why I can't withdraw the prize.

Please see the website for support's reply. It is only a fixed phrase of.

Thank you, sai1331, for your reply. I have checked the general terms and conditions, and this is what I found https://www.ozwincasino.com/terms-and-conditions:

"19. Members who have not made at least one deposit at the casino can only claim free money offer once, including but not limited to: welcome bonus, no deposit bonus, birthday bonus, and free spins. Any winnings from additional free money will be void.

20. Customers whose last deposit is older than three months and claim a free bonus, are not entitled to a withdrawal.

21. The maximum redemption amount that players can obtain due to winnings made from existing and previous free money promotions is $180 AUD. Any funds left from free winnings will be immediately removed from the player's account after processing the withdrawal. The person who tries to go above this limit will have the funds removed from his/her account.

22. Withdrawals from free bonus promotions of $25 to $50 are only processed when a copy of a utility bill is received, matching the address registered on your Ozwin account."

Could you please advise if you have redeemed any promotional offer from this casino in the past?

Thank you for the survey and answers.

This is my first time using it.

Specifically, how can I withdraw money after this?

Or are you already not eligible for withdrawal?

If it was your first Free Bonus redeemed in this casino you should be able to withdraw your winnings. 

I will now transfer your complaint to my colleague Viliam 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.

Hello sai1331,

I looked at your complaint and will do my best to help you. I would like to invite Ozwin Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Thank you for your help.

I saw the withdrawal screen earlier, but it is the same as before.

I will wait for a while.

We would like to ask the 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 frame, we will close the complaint as ‘unresolved’.

Today, I received the required documents by e-mail from the casino side. So I sent the specified contents.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.