Ozwin Casino - Player's winnings were confiscated.

I came to complain about this casino that is deceiving me, they let me redeem a free chip without deposit I managed to complete the rollover I verified my account I requested the withdrawal and they denied Informing that Brazil was not allowed, how not? if I let him rescue I tried to talk to him a thousand times To try to solve it without him coming here to the casino guru but there was no way. They didn't give me the slightest they offered me the free chip in deposit. In the image below they offered me 10 without deposit, how am I not eligible? I count on your help!

Dear marciadsouza703,

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 A$180? Was this the first bonus you played with in Ozwin 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 very much in advance for your reply.

Best regards,

Kristina

That's right!

And it was my first bonus yes!

Thank you for your reply, marciadsouza703. Unfortunately, I have not received the communication between you and the casino. Could you please forward it so we can proceed with this complaint as soon as possible? Thank you.

I sent it to your email

Although I received an email from you, there is no information I requested. Please, check my last reply again.

I didn't quite understand what I have to do

I asked you to forward me the communication between you and the casino.

Could you please confirm that you selected Brazil as your country when creating an account at this casino and that you have always played from this country?

Yes!

It has always been Brazil

Thank you very much, marciadsouza703, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.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.  

Hi marciadsouza703,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Ozwin Casino to the conversation to participate in the resolution of this complaint.

Hi there,

We would like to kindly remind all our customers that it is their individual responsibility to thoroughly read and understand the Terms and Conditions before proceeding with the account creation process. This ensures that they are well-informed about our policies and guidelines.

Additionally, we would like to inform you that we have made updates to our system recently. As a result of these updates, all players falling into similar categories are now automatically placed in the Bonus Excluded player class. This change has been implemented to prevent any similar issues from occurring in the future.

We sincerely apologize for any inconvenience caused and truly value your feedback as we continually strive to enhance our services. If you have any further questions or concerns, please do not hesitate to contact our dedicated customer support team.

Dear Ozwin Casino team,

Thank you for your reply. We appreciate the fact that you made the changes to your system. These changes, however, don't work retrospectively, so in order to make things right, the player should get paid their winnings.

Thank you for your response. We understand your perspective and we sincerely appreciate your acknowledgement of the changes we have made to our system. We want to reiterate that we take customer feedback seriously and continuously strive to improve our services.

Regarding the specific issue you raised, we understand your concern about retrospectively applying the changes. However, we would like to reiterate that our decision regarding this matter is final. As mentioned previously, it is the responsibility of each player to carefully review and comply with our Terms and Conditions. These guidelines are in place to ensure fair and consistent treatment for all players.

We apologize for any inconvenience caused, and we truly value your understanding in this matter. If you have any further questions or need assistance with any other aspect of our services, please don't hesitate to reach out to our customer support team. We are here to help.

For you to be fair, the right thing is to pay me!

How do they say they are honest?

I claim you let me do a very difficult rollover, then you just say you won't pay?

a measly money

It won't leave you poor, if you pay me that money it will make a lot of difference to me because I really need it!

Dear Ozwin Casino team,

I'm afraid we can't accept your decision. Our position on situations like this is simple: As soon as you offer a bonus to a player, let them activate it and win, you should also honor their winnings. You can read more on that in our Fair Gambling Codex (https://casino.guru/fair-gambling-codex-for-casinos#restricted-bonuses). If the player doesn't get paid, unfortunately, the complaint will become unresolved.

We would like to ask the 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’ which may negatively affect its rating.

Hi there,

Your feedback is important to us, and we have taken it into consideration as we strive to improve our services. However, please understand that our decision is final. We value your perspective and apologize if our decision does not align with your expectations.

If you have any further questions or concerns, please feel free to reach out. We are here to assist you and provide clarification on any other matters you may have.

Ozwin casinos you will not be poor for giving me what I earn with effort

As you said in the message that you are making an effort to improve, if you were doing that, you would start paying me, it won't make a difference for you, but for me it will

Hi all,

Thank you for your replies.

Dear marciadsouza703,

Unfortunately, I wasn't able to convince the casino to pay you your winnings. I'm afraid there is not much that can be achieved without cooperation from its side. 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 will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to reconsider its decision, we will reopen the complaint and you will be notified by email. I am sorry we could not be of more help on this occasion.

Best regards,

Peter