Ozwin Casino - Player's winnings were reduced.

Hello,

having been a VIP member on this casino for several months and as such being able to not be subject to any Max bet rules on bonuses I am surprised to learn that when trying to withdraw this amount they have cancelled the withdrawal and confiscated $13,841.83 with the excuse that my account has been restructured and subsequently my VIPs status taken away I was never notified of this I believe it to be unfair and unethical. Had I have been aware that I was no longer a VIP I would have bet according to the game rules and never exceeded the $10 max bet rule.

Late last year they confiscated $38,000 which I was never able to get back. I am not willing to walk away from this. It’s outrageous!

Dear Thuthuthitruong,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Ozwin Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand your winnings were achieved with an active bonus or promotion?
• Did you learn from casino support when the status of your VIP level changed?
• Could you please share with us where it says the benefit of the VIP level you achieved means you are no longer subject to the maximum bet rule?

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,

Tomas

hello Tomas, thank you for your response please see my highlighted answers to your questions.

Do I understand your winnings were achieved with an active bonus or promotion?

It’s hard to say whether or not the bonus is active or not. I cannot remember, this however I believe is beside the point as as you will see in my attached images the email exert from loyalty @ ozwin Casino states very clearly that the $10 maximum bet rule does not apply to me being a VIP member.

Did you learn from casino support when the status of your VIP level changed?

I was never contacted via Support to notify me of any change to my VIP status.

Could you please share with us where it says the benefit of the VIP level you achieved means you are no longer subject to the maximum bet rule?

Please see attached email excerpt.

thanks for your time I appreciate the support.

Hello, can I please have an update?

Thank you very much, Thuthuthitruong, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Thanks

Hello, Thuthuthitruong,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Ozwin Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Ozwin Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the winnings been confiscated? Can you explain to us how the VIP lounge and its levels work?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hi there,

We regret to inform you that the customer has violated the maximum bet rule 341 times while utilizing the coupon code OZFORTUNE. The rule, clearly outlined in our Terms and Conditions, is in place to ensure fair gaming and restricts the maximum bet sizes allowed during the playthrough of any bonus or cashback offers. Unless explicitly stated otherwise, the maximum bet limit is set at $10. Engaging in bets exceeding this limit during a bonus playthrough will result in the voiding of any promotion winnings.

In such cases, it is our standard procedure to deny the entirety of the winnings. However, considering the customer's loyalty and as a gesture of goodwill, we have decided to make an exception this time and disbursed an amount of $2,500 to demonstrate our appreciation. 

Regarding the levels and associated benefits, we kindly direct you to refer to our website link: https://www.ozwin.games/journey. Once the customer reaches the Hero level, they become eligible to enjoy the dedicated services of a VIP host. The details and perks of each level are explained to our customers through notifications in their casino inbox.

We apologize for any inconvenience caused and thank you for your understanding in this matter.

I do understand about the rude $10 max bet, because I was nightmares with my over $38,000 had been took away from my balance when my was first time joined play with ozwin casino about the max bet rules. That’s time was my fault because I didn’t read carefully about the max bet , I was not well because that’s not a small amounts to me. Anyway I’m still continues playing with ozwin casino, and I’m very careful about the max bet. I did ask most of time whenever I bet . Once time I withdraw my winnings and I text ask my VIP manager her name is Claura sorry I can’t remember spell her name but something like that. I did ask her I’m. become VIP membership how much I can withdraw? She’s said withdraw can be $7500 per week. And I ask her how about vip membership the max bet? She’s said I don’t need to worry about the max bet anymore, I can bet what ever I want to bet , because I’m vip membership. I was very excited and i did bet $25 and I did a few times withdraw their Reno problems at all. I did deposit with bonus , i did play $25 I’m still playing withdraw winnings every times very easily because my vip manager told me I can bet any amount that’s I want even I deposit with bonus it’s no problem at all. Now what’s happening to me I’m shocking about this I’m so tired and so so stressful nightmares haven’t sleep eat drink for 3 days :🙁. Thế ra no reason for them to take my money away from my account, because I’m listening to my manager I did play the right thing. They’re make excuses they’re send me email telling me cancel my vip membership, I don’t know why? Also I did never receive any mail from them be honest. If I receive the mail I was never play the bet high, I will bet )$10 only. I’m not stupid bet $25 because I don’t want to lost my money anymore.you don’t know how I feel about this happen to me , a lot money to me and I told my daughter I will bye car for her because she’s passed her license. My daughter very happy and she’s said can’t wait for her first car. You now know how’s it my feeling? I told my daughter I wait for ozwin casino pay out🙁. So sorry to bring my family up here, once more time can I ask the ozwin casino please think about it and I need that’s 13,000 for my daughter car as soon as possible please. I’m still playing with your being good member to your ozwin casino. My English not very good, but I’m always trying my best to write down my speak from my hearts no lying at all my fingers crossed.if my hard for you to understand please forgive me, thank you so much for your help. I’m waiting for good new from you. Thank you so much! From your members Thuthuthitruong!

Dear Ozwin Casino Team,

Thank you for your reply and explanation. However, a few more questions arose.

From the screenshot of the email from a VIP host above, it seems the player achieved level "Hero" and the maximum bet rule should not have been applied to her account. Since it is not clear from the provided email - when exactly was this information sent to the player, please? When and how was she informed that the VIP status was changed/removed? Is it clearly visible somewhere in the player's account? Does the casino also send information about it through the mentioned notifications to the players' inboxes? If yes, could you please provide me with a screenshot of such a notification?

What exact bonus is represented by code "OZFORTUNE", when was it activated, and where can I find the Terms and Conditions for this bonus? How was the player informed about these Terms and Conditions?

As for the provided link to the VIP levels and associated benefits, I cannot see there the information about different rules for bonuses despite the player being informed about it via email. In addition, I asked about the VIP lounge and its levels and how it works. Although the benefits of each level are stated there, the information on how to achieve these levels are completely missing. Where can I (or players) find these details?

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.

Dear Branislav ! Thank you so much for your help. I hope casino ozwin return my money back very soon please. I have been waiting and waiting for ozwin casino reply!

Dear Ozwin Casino teams. Can you please check out my winnings withdraw again please. I’m never received any mail that’s you send for me. That’s why I thought I’m still on VIP membership. Your rules $10 max bet, but why my VIP manager told me that’s I’m now on VIP membership I can bet whatever events deposit with bonus. I’m so excited and I did a few times bet $25 even i deposit with bonus. And I had been withdraw my winnings 2 times no matter at all. Can I ask your ozwin casino why can’t I still on VIP for? And show me the email that’s you sent me let’s me know I’m not VIP membership anymore please? Otherwise I’m not happy about your casino ozwin teams. Wait for your reply back please thanks for your assistance

Dear Thuthuthitruong,

I am sorry for the delay.

Before the complaint is closed, I would like to clarify the disputed amount.

The casino mentioned that they disbursed $2,500 from your winnings. Was this amount returned to your casino account balance, or has it been already successfully paid to your payment method? Was AUD$2,500 a portion of the disputed AUD13,841, so the current disputed amount is AUD11,341, or does the disputed amount of AUD13,841 represents the amount outside of the disbursed amount of AUD2,500, so the disputed amount is correct now?

Can you please clarify it?

Hi Branislav !

How are you ? The amount $2500 already successfully had been sent in Mỹ Ezeewallet. The balance left in my account not included . Disputes amounts is /$13,841 the ozwin casino took sway from my account balance. Thank you so much for your help Branislav. I hope everything will be okay.

Hi ozwin casino teams! Please let me know when you go to return my money back.There’s no reason for you to avoid my winnings money. I had been discussed everything to you already. I understand about your bet rude max $10 with bonus . I’m did following your rude when I’m not on VIP member.one day your people text me im be come a VIP member.my experience about the max bet with the bonus $10 . Because when my first join play I didn’t no about the max bet I was lost $38,000 . After this I’m very careful about it. Before I play I did ask my manager with VIP members can bet whatever I want even with bonus or I have to stay the max $10 bet rude? She’s said with VIP members I can bet whatever I want no matter with bonus or without bonus. And I ask her how much I can withdraw per week, she’s said $7500 stay the same ,but wi The max bet wi Bonus I don’t have to worry that’s why I did wha She’s told me. I swear I’m never received any email from ozwin casino about I’m not VIP members anymore.That’s why I’m continue playing as a VIP member like normal. I’m not happy what’s ozwin casino did to me like this, if I receive email from you I’m not stupid to do the over bet , I don’t want to losses my money again. You know how much I lost? And when I win big money and you make excuses to took my money away so unfair for me. Please give my money back as soon as possible please I really need this money for my daughter car.Thanks again

Hi there,

Ozwin offers a very transparent level system (www.Ozwin.games/journey). Upon logging in to the casino, customers see a banner which indicates their current level as well as targeted with a casino inbox message, again indicating which level they belong to and which benefits they have. The Max. bet rule is not mentioned in the casino inbox, max. bet rule is stated in the T&C that customers agree to upon creating an account. Upon reaching a VIP level, the VIP host is welcoming customers and advising that a very special perk that they get is that max. bet rule is no longer applied as long as their VIP status is obtained. We do not disclose how we select customers for the VIP levels, they are being hand picked by the VIP hosts based on their casino activity.

Thank you for your confirmation, Thuthuthitruong.

Dear Ozwin Casino team,

Thank you for the additional information.

I registered in the casino and checked it a while ago. Although I found a message about the current level, the pop-up/banner showed me only bonus offers and a welcome message. I had 11 messages there (10 of them with bonus offers) and until I opened the correct one or I checked my level on the mentioned link, I did not know what my level is.

The customer support representative provided the player with the information that there are no notifications sent to the players about their status as it is changed automatically by the system (in the screenshot).

What depends on what is displayed in the "welcome" pop-up/banner after logging into an account? Can you please provide me with an example of a screenshot of such a pop-up/banner where a player's level is shown?

Players are informed about VIP status by a VIP host. How are they informed about a level decrease or a change?

Thank you so much for your help and very kind of you Branislav.

Hi Branislav, I have sent you an email.

Thank you for your email and the screenshots.

Do I understand correctly that by the banner you meant the last of the banners with advertised promotions?

Let's clarify a few details, please.

The player was informed about the "Hero" VIP level and more advantageous conditions on February 9, 2023.

When exactly was the "OZFORTUNE" bonus activated, and when were the funds converted to a real money balance?

When exactly was the player's VIP status removed, or when was her VIP level decreased?

Are you please able to also provide me with the supporting evidence for the dates and events in question?

Feel free to use my email as before. Looking forward to hearing from you.

Thank you Branislav!

Hi Branislav,

Email has been sent to you.

Hi Brianislav how are you?

Greetings all,

I am sorry for the delay. Just letting you know that the matter will be discussed internally with my team at our regular Wednesday meeting. Therefore, I am extending the timer for casino.guru, and will inform you as soon as I have the outcome of the discussion.

In the meantime, I asked the casino to provide me with additional details, so I am waiting for their response via email.

Alright, I am back with hot news.

Dear Ozwin Casino team,

Although there is still ongoing communication outside of the thread, and we do not have all answers, I sincerely believe our attitude was already indicated above. Internal discussion with the team and management only confirmed it. Therefore, allow me to summarize the case in a few points and suggest a solution.

• The casino informed the player about VIP level achievement and provided her with information about special conditions that are not stated anywhere on the casino website, but it does not let her know when her VIP level was decreased or removed or when special conditions became invalid
• The terms and conditions state the maximum bet amount while playing with a bonus, as you claimed, but the player was informed by the VIP manager that, upon reaching a specific VIP level, this does not apply - special conditions are valid until other information is provided
• The player could check her VIP level in different places on the casino website, such as messages (inbox), pop-ups, banners, and in a specific section, however, she would need to search for this information or find it between multiple bonus offers and advertisement
• She could find out her VIP level but not all related conditions, so in case the level was decreased, she was not informed that special and advantageous conditions are not valid anymore and that the general terms and conditions apply
• Even if the complainant would check their VIP level, there is no information about the maximum bet rule at all

Since the casino is able to inform players about better conditions (which is provided only by email) for bonuses at some VIP levels, it should be also able to inform them about the end of their validity. Also, it may not be clear to players that a level decrease automatically means the special conditions are not valid anymore. Therefore, we consider such an approach unfair toward players, especially, if we are talking about a depositing player (she complied with the information provided by the casino), and recommend the casino reconsider its decision and restore the complainant's disputed winnings.

Is the casino able to reconsider its decision, or does it stand by its original decision?

Please note if the casino does not agree with our recommendation, and the decision remains unchanged, I am afraid we will be forced to close the complaint as unresolved, which will negatively influence the casino's rating.

Looking forward to hearing from you.

Thank you so much for your help Branislav.

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 Branislav how are you? Everything’s going ok with my case , can’t wait to see the results .Waiting for good news so i can get my money back . Thank you so much for your help Branislav ,all the best to you.

Dear Thuthuthitruong,

I am sorry to inform you about having only bad news.

Unfortunately, we have not received any response from the casino to my last email regarding the issue, and as you can see, it has not commented on the complaint at all. Therefore, for understandable reasons explained in detail above, we cannot continue resolving this complaint and we are forced to close the case as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option on how you can try to resolve your issue - I recommend you contact the gaming authority the casino is regulated by (Curacao) and submit a complaint directly to the regulator. However, there are several gaming authorities residing in Curacao, and it is not specified which one it is, and I also found information about a possible Netherland Antilles license.

After complaint closure, feel free to contact me at branislav.b@casino.guru, and I can help you with submitting a complaint to the correct authority. But, please note it will take some time until I gather all the necessary information regarding gaming authorities. Thus count on a few days until I respond if you decide to write me.

I wish I could be of more help, and I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru