Ozwin Casino - Player’s winnings have been voided.

Dear jamesmnavarrette,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that the following rule (here) has been used to cancel your winnings?

"Promotional Terms & Conditions

...

7. Players with one or more pending withdrawals currently in their account are not eligible to claim any bonuses, promotional or otherwise, until such withdrawals are either processed or cancelled. Abuse of this policy, as defined by the casino, may result in cancellation of the player's winnings."

Is this the original withdrawal that has been voided completely after you redeemed a promotional offer while having a pending withdrawal?

Were those winnings accumulated with or without an active bonus?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thank you for looking at this for me.

Regarding the screenshot above showing my payout request on January 12. That was my first and sadly only payout I'd ever requested from any casino. The winnings were accumulated with a $25 deposit that was redeemed with coupon code: OMGCHIPY400EXTR - 400% Match Bonus - Wager: 30x(D+B).

I redeemed comp points and coupon after that, not knowing the coupon policy. I knew I couldn't make another deposit yet.

I received about $1800 USD in Bitcoin on January 17.

Later that day I deposited $40 redeemed with coupon code: TOP -PLENTY -

I couldn't believe my luck when I won again

I requested that payout the same day I won at 9:28 am.

They declined the payout the following morning and credited my account the $40 I had previously deposited because I used a coupon after my withdrawal request.

Have you received any winnings from the very first redeemed bonus (The winnings were accumulated with a $25 deposit that was redeemed with coupon code: OMGCHIPY400EXTR - 400% Match Bonus - Wager: 30x(D+B).)?

Yes, I requested the payout at 10:32pm on January 12 and then canceled it at 10:41pm because I wanted to double check on my Bitcoin address since I had never requested a payout before and I was just sure I screwed up and wanted to be careful. I resubmitted payout request using a different Coinbase address at 10:42pm.

I used a coupon the following morning at 6:43 am and I received my payout , about $1803 USD ( I didn't know that Australian dollars had a different value than US dollars ) around 4am on January 17.

I used a coupon and still received my payout, that's why I thought it was okay to use coupons. So when I was denied on my next payout for that reason, I was so upset and very confused.

So the money from the first 400% bonus was received, correct? Could you please forward a screenshot of your bonus history showing OMGCHIPY400EXTR - 400% Match Bonus being redeemed and paid?

I replied to them just now :

I received a payout on January 17, this is after I redeemed coupon code : CBTJBWU on January 13 and coupon code: SWEET25 on January 17.

So when I requested another payout I didn't worry about redeeming coupons because I wasn't aware I was in violation of any policies since I had received a payout after using two coupons while that payout was pending.

I understand the need for a no coupon policy while awaiting a withdrawal because you wouldn't want someone to win more money when they are unable to make a deposit and you are in business to bring in revenue, however, when a deposit is made using a coupon which results in a substantial payout is by definition business as usual. The coupon used after the payout request resulted in no winnings.

Please explain to me why the inconsistency in honoring a payout even after coupons were redeemed and then not honoring a payout after coupons were redeemed so I can understand your practices better.

I see. It is a very confusing case and I do apologize for asking all these questions. Do I understand correctly that after a successful withdrawal of $2,500 (Jan 12th) you have redeemed multiple free bonuses without placing any real money deposit?

Have you accumulated your winnings from TOP-PLENTY coupon or from the Free Spins bonus?

It looks like it was with the free spins.

I received an email from Ozwin today They basically say that I am correct, they screwd up but still won't pay.

Dear Jaime,

Thank you for making Ozwin your gaming choice!

It appears that our finance team may have actually made an oversight with your first payout . While we would love to see you walk away with a second win, we are bound to our rules.

We know that this may not be the news you were hoping to receive. But on the bright side, we shouldn't overlook that you've made an astounding win!

We are confident that you could pull off another win, once you get familiar with the rules. How about trying again, with the assistance of the best promotions for your account, and the hottest games!

Should you require any further information or assistance, please feel free to contact us anytime.

Enjoy playing in the Casino!

Best regards,

Reon

Ozwin Casino Support

What really bugs me is that I probably would not have used any coupons had Ozwin not emailed me the CBTJBWU the day after I claimed payout or the c-drwinmore if it wasn't only valid the day I make a deposit

People need to be careful and aware of this😥if they claim a payout from them.

c-drwinmore was the reason the payout was denied.

Dear Jaime,

Thank you for making Ozwin your gaming choice!

Thank you for your emails, we have checked your account in more detail to find a solution to your confusion and we have found an explanation.

After checking your account history, we can see the issue is not related to the bonus match TOP-PLENTY. The second deposit wasn't declined because of a match bonus in between but because another free coupon (C-DRWINMORE) was redeemed after the second withdrawal request.

You can double check this also on the same screenshot you provided that is attached in the mail, you will see the following "COUPON C-DRWINMORE REDEEMED" cut in the middle at the top of the screenshot.

Just a friendly reminder that during a pending withdrawal, no bonus should be redeemed.

We invite you to come and chat with us to find out our hottest games!

Should you require any further information or assistance, please feel free to contact us anytime.

Enjoy playing in the Casino!

Best regards,

June

Ozwin Casino Support

Dear jamesmnavarrette,

If your winnings have been accumulated from Free Spins and the reason why the winnings have been confiscated is that you redeemed multiple free bonuses, we would agree with the casino's decision. Even if we prefer that players who are not entitled to receive free bonuses don't receive them at all. However, if you didn't lose your own money (only the virtual one) we can accept this decision.

Unfortunately, I'm afraid I won't be able to help you any further as the casino refuses to cooperate with us on resolving any complaints. I wish I could be of more help but I have my hands tied. Moreover, the casino operates without a valid license and there's no authority to turn to. The only thing I can do is to close this complaint as "unresolved". I'm sure it is not very helpful but maybe the decrease of rating caused by unresolved complaints could change the casino's approach in the future. I really wish I was of more help.

I appreciate your time and I am grateful.

Actually, I was looking at that free spin entry and trying to remember what it was.

It is from the free spins playing Plentiful Treasure that the coupon (Top-Plenty) with my $40 deposit included. It was 100% bonus plus free spins. The $23.80 was all I won on the spins. I only got the spins because I made that deposit, so winnings were not accumulated on free spins, after all.

And I only redeemed one coupon after requesting the payout on the 17th. That was the drwinmore that was given to me for making a deposit that day and could only be used that day.

I understand, jamesmnavarrette. Unfortunately, as I have mentioned earlier we have our hands tied. Normally, in order to reach any kind of agreement, all three sides (player, casino, and mediator) need to communicate closely to achieve a mutual agreement. Unfortunately, this is not the case, and we are left alone in our attempt to solve this issue as this group refuses to be part of any problem resolution. Moreover, since this casino operates without a valid license I can't even recommend any Licensing Authority for you to contact.

For the abovementioned reasons, I will now close this complaint as "unresolved". Thank you for your understanding.