Ozwin Casino - Player's winnings have been denied.

I have been denied of my winnings and have apparently broken the terms and conditions by gambling with an "active bonus" even though I was told the I would be credited "fun money" whilst waiting for my KYC to be approved.

Ive Written multiple emails kindly asking for my permission ay out as that’s what I deserve. I’m finding this whole situation very stressful and concerning.

Dear RDB222,

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. 

• Do I understand correctly that the casino confiscated winnings that were accumulated before you started playing with this bonus/fun money?
• 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

They didn’t confiscate it I was waiting for the jyc to be approved. I did notice thought my balance was at $0 when I was waiting for the approval

Thank you for your reply, RDB222. Well, in your first message, you said you were denied your winnings. Could you please clarify which winnings were denied? Did you have an active balance when the fun money was credited to you?

Dear RDB222,

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.