Ozwin Casino - Player's winnings have been confiscated.

Careful. this casino sends you several promotions by email, and when you win they don't pay. they say the country cannot participate in any offer. he says they won't pay anything, he even takes all the balance from the account playing at the casino to zero. my account has already been verified by the casino. when I asked for the withdrawal, it was denied after deleting all the earnings and the entire balance. 123 AUD

Dear marciogardiniweb55,

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. Could you please clarify which bonus you activated? If possible, post here a link or forward me an email with the bonus offer you redeemed.

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

Thank you very much in advance for your reply.

Best regards,

Kristina

If Brazil cannot participate in bonus offers, why do I have dozens of promotions in my email? all sent by OZWIN casino. I've played in hundreds of casinos around the world and no casino releases bonuses for players from restricted countries in an attempt to deceive the player by having all winnings annulled. and perhaps the invested funds also lost, as well as time lost sending documents. perhaps this has no explanation.

no casino needs an attitude like that,

just click on the casino link to see this offer

Thank you very much, marciogardiniweb55, 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 marciogardiniweb55,

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 clarify the situation? Was the player restricted from using the bonus?

Kind regards,

Adam

I want to say a big thank you to the casino guru team, I see that you do a great job with top quality service, the best casinos I played I found here, congratulations

Dear marciogardiniweb55,

There has been no response from the casino, I will contact them once more. In the meantime, please let us know of any developments.

We would like to ask Ozwin Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Thank you for reaching out to us. Yes, the play was restricted due to them being from a bonus restricted country. We appreciate your feedback regarding our previous promotional strategy. We understand that it may have caused some confusion and inconvenience for our customers. We have since made changes to our approach and no longer send or display offers to customers from Bonus Excluded countries to ensure a better customer experience.

We do expect all players to adhere to our terms and conditions, including checking their eligibility for bonuses.rWe strive to provide fair and enjoyable gameplay for all of our customers.

We value your input and are always looking for ways to improve our services. Please do not hesitate to contact us if you have any further concerns or suggestions.

Dear Ozwin Casino,

Thank you for your response and understanding, it is always good to see casinos that are willing to improve the player's experience.

In accordance with our policies on Fair Gambling, we believe if the player has been offered the bonus and allowed to use it, they should also receive any winnings.

I would therefore like to ask, in light of the confusion caused by this situation, if the casino is willing to reinstate the player's balance in this case.

Kind regards,

Adam

The casino’s decision is final in this matter.

Dear marciogardiniweb55,

As mentioned in our Fair Gambling Codex (https://casino.guru/fair-gambling-codex-for-casinos#restricted-bonuses):

"We believe that casinos should be equipped to only give out bonuses to eligible players. If the casino is not equipped, it should let players withdraw their winnings even if they are from a country that is restricted for bonuses. In other words, once a player gets a bonus, a casino shouldn't take it away from them or confiscate any winnings that originated from that bonus (unless some other rules have been broken)."

As the casino has stated that it is not willing to reconsider its position regarding this matter, this complaint will be closed as 'unresolved'.

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.  Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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

Best regards,

Adam