Ozwin Casino - Player’s withdrawal from VIP account has been delayed.

I have had some great wins the past week and I don’t use bonuses or promotions I just deposit and play with my money - Winnings are just over $70000.

I reached out to my so called "VIP" manager that I don’t hear from at all and never sends me the bio status perks I’m supposed to get as a Hero status player - to ask about having my withdrawal limit amended to receive lump sum payments of $10000 per week in stead of having to submit 3 separate requests of $2500 and then waiting 7 days once payments process from their end before I it will let me request another withdrawals!

———————

Below is copied straight from theirs terms and conditions:

R7. The maximum withdrawal per customer per week is up to $7,500 AUD. Ozwin Casino reserves the right to pay out higher winnings over a period of several weeks

And this is the response I got:

Hi Bonnie, 

Claudia here, your VIP Host, hope you are doing well 🙂

Congratulations on your winnings! 🎉

When it comes to weekly withdrawal limits, the current ones are $7.500 weekly. 

I understand the situation however, they stay in place at the moment. 

Feel free to reach out anytime with any question or query and congrats again on the win 🍀

Best Regards,

Claudia

Ozwin VIP Host

———————

Why have such big jackpots if you won’t pay players what they win in a timely manner instead of holding it as long as you can hoping it will just get played through so they don’t have to pay out!

I spend ALOT of money at ozwin but I will be going else where once I have my money!

Hello bonnieroos2,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Ozwin Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Has there been any issue with any withdrawals so far? When was the last time you spoke to the casino and what was it about?

Please note that the casino can set any limit they want for withdrawals and nobody can force them to set the limit higher also, $7500 per week is still above average.

Looking forward to your answer.

Regards,

Nick

Hi Nick,

I’ve been verified for a few years, however I had to update my drivers license which was done two weeks ago, I have an email with the confirmation!

I’ve never had a problem withdrawing however I’ve never had such a large sum to withdraw! I have had 3 payments of $2500 done so far but their system won’t let me submit anymore until 7 days of approving the payments which doesn’t work out to be weekly limit of $7500, it’s longer as once you submit the request it then takes them 2-3 days to even look at them before actioning them, for me this was a 5-6 day wait as it was over a weekend which they don’t include! So it’s been 10 days and it still won’t allow me to submit more requests for withdrawals! So I still have $63000 waiting to be paid out!

Hello bonnieroos2,

Would it be possible to forward your withdrawal history from the casino to nikolas.b@casino.guru?

Dear bonnieroos2,

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.