Ozwin Casino - Player’s withdrawal has been delayed.

Dear Jeffrey,

Thank you very much for contacting us. I'm very sorry to hear about your problem.

Please file an official complaint https://casino.guru/complaints/create and we will try to help you as soon as possible.

Looking forward to hearing from you.

Best regards,

Jeffrey - Hello my name is Jeffrey P***** My username for this particular Casino Ozwin Casino is Cle*****ay. I have been a loyal customer for the past few months, and have been happy with there bonus's, and deposit process, however come time to withdraw, terrible process. It's almost as if you are a criminal come withdraw time. Mind you I had wagered what was requested, and even went further and played beyond wagering. I was given 3 different withdrawal amounts from 3 different representatives. A 25 dollar free chip (Nothing is Free) after 5 days of playing on it resulted in a withdrawal of $130 dollar's, of which $50.00 was there processing fee, and 15 days later, no deposit in my account. I have been told it could take up to 50 days for my wire deposit into my personal account, of which I provided them every document, and account number, everything, and still nothing. I have mentioned to representatives that I would be writing a review for Ozwin, and it just gets a response of please give us 15 more business days. I have the emails that state the withdrawal was processed on February 10th with there adjustments they made, and also with words of advice, do not tell your Banking Instructions what these charges are for on your Statement, otherwise they will not process your payment. Ozwin has received a lot of deposits from me, and there Representatives on the most part are excellent, but I feel Management, Owners, are greedy, and don't appreciate just how much we as loyal customers, get them there pay check. Withdrawing $180 dollars turned into a $130 dollar still waiting to be deposited, disappointed crime. You would swear I was withdrawing all the money that I deposited, and are they good at receiving your money, and the fees to deposit are crazy high. Good Casino, but don't win to much, because your withdrawal amount, and processing time can take up to 50 days, and that in my opinion is a outright CRIME. I would like my $130 dollar withdrawal immediately, and would not recommend this Casino if you are looking for a quick withdrawal.

Dear porterj2540,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal has been processed but never reached you? Have you received transaction tracking numbers from the casino? I understood that you have opted for a bank wire transfer, is that correct?

Please understand, bank transfers can be tricky, and the entire process can take a bit longer since intermediary banks might be involved, and international transactions take place.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thank you very much, porterj2540, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Ozwin Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello, Porterj2540!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Thanks very much for your assistance. Shame on Ozwin Casino, who claim to spread peace in the world. There is just way to much, that this casino is getting away with, they need to be held accountable, and I may decide to call my banking institution, and there's a total of 5 different cards I have used to deposit. I will let them know what the charges where for, and send them all the note that Ozwin suggested very strongly that I don't say anything to my banking institutions about the transactions I had made, otherwise they will no longer approve the transactions, when I want to deposit again. Guess what Ozwin, I am done with your Casino, and I feel terrible for your Customer Service Representatives, who where so wonderful but also afraid I am sure of losing there job's, if they said the wrong answer. Wire my money immediately, or I will just make the calls to my banking institutions and outright tell them. I am sure I can hold you accountable for a big fraction of my Deposits I have made, along with the 50 dollar fee for my withdrawal. I don't think you want a new can of worms to be opened up by the state of California, our Governor is quite close to the President of the United States of America, and people will sign petitions with the name OZWIN CASINO AT THE TOP OF THE PETITION. I am a very intelligent man, and it's a no brainier what the Domino affect would be, and these other Casinos will not be happy that you did not handle your business with your loyal customers in a timely, and by law manner. It's unfortunate that OZWIN has to be the focal point of what could change the whole future for online gaming. California is a big big State, and Sacramento being the capital of California, oh boy, look out online gaming, OZWIN is going to take you all down, at the price of not being fair, and doing what is morally, and ethically right. The world needs more cement to bond us all together in Unity, and togetherness, no more obstacles of dishonesty in any type of fashion, whether in our Government, or public or private sectors, we all must be accountable for our actions, and if not what's the point of business like Casino Geru, the ones who knows the rules like the back of there hands, and they hold casinos like Ozwin Casino accountable. I am sure Ozwin will decide to implement new rules, as far as withdrawals, and other Casinos will follow suit that are having the same issues. What a wonderful world we live in, especially when we are in tune with one another. Thanks again Casino Geru, you are a blessing to so many.

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.

I have made contact with Ozwin, and was told that I must understand that weekend's, and Holidays are not included in the wait time. I said it has already been over 30 days, Daisy said please just be a little patient, and it will happen. This was on Monday March 13, 2023. I give up, it's just not worth all the stress this has caused. I am sure everyone gets to this point, and just throw there hand's in the air. Reality is Ozwin is in control, and there are never any consequences for there actions. I think it's time that I find something else to do. What a shame!!!

Porterj2540, I would like to suggest to wait at least 6 more days in case casino will give any response. I will left the complaint opened till the timer expiry and, if the casino does not answer, it will be closed as unresolved.

Thank you! I am hopeful that this entire situation, will be resolved by Ozwin Casino, very shortly.

I would like to invite casino to the complaint one more time, as it seems that there has been an issue with receiving notifications.

Hi there,

Our Financial department said they will start an investigation to find out why this customer has not received the money yet, as it has been too long. It typically takes 2 to 5 days for funds to reach ann account, rarely up to 15 days, but never 50.

To proceed with the investigation, we need to get a copy of customer’s bank statement proving he did not get the funds. Please double check all the incoming funds starting from February 13th, especially taking into consideration that the payout of $130 is in AUD but since the customer is in the US, the amount will automatically converted into USD which would be around $87. It might be that the customer was, and is expecting $130 USD, while he has already received the funds from us.

To proceed with the investigation, please provide us with the bank statement.

Thank you, Ozwin Casino team! Could you, please, provide us with an e-mail address for sending documents?

Called Ozwin Casino this morning, and spoke to Roberta the Customer Care Representative. She told me several things, of which I was not happy at all. She told me that the $130.00 dollar's, was not correct. She said I have to understand, and realize that withdrawals are in Australia's dollars, not American dollars. The amount should be 87 dollars not $130.00. I am beyond angry, and I have had the patience this entire time, but I feel like a fool, that I have let them treat me this way, I did nothing wrong, except continue to deposit money at Ozwin, and that treat there Loyal depositing Customers like they are ignorant, and the Customer does not know what they are doing. This is just way to much for me. They can be responsible for my heart attack, that's going to happen because of the ongoing stress. I have already had to massive heart attacks in the past, and also had triple bypass open heart surgery. I don't have two much more in me to handle there ongoing problem. I have to get off of this ongoing Roller Coaster ride, it's making me physically sick. Regards, Jeffrey M P*****

Hi there,

As our support agent advised, and to clarify, our casino operates in AUD currency, and as such, all payouts are subject to the prevailing exchange rate. This means that payouts will be converted from AUD to USD. This also means that deposits will be converted from USD to AUD, so, for example, a deposit of 20 USD will be credited as 30 AUD.

Thank you for choosing to play at our casino. We value your patronage and strive to provide you with the best possible gaming experience. If you have any further questions or concerns, please do not hesitate to reach out to our support team. We are always here to assist you in any way we can.

Ozwin Casino, please, provide us with an e-mail address for sending documents.

Please send to this email address documents@ozwinmail.com

I will contact Casino Guru, in private for now on. I do not appreciate intimidating phone calls from Ozwin Casino supposed Security Dept. Still have not received any deposits whatsoever. Have verified with my bank that there has not been any Wire transfers to my account, in fact I have never received any wire transfers the whole time I have had my acct, which is years. In process of obtaining my statements showing no wire deposit of any kind. Ozwin states this has never happened in 50 year's. Unfortunately it has happened then for the first time, and if by some reason, I was wrong, which I am not, I will make a formal apology on this site to Ozwin Casino. Once again I don't appreciate anyone trying to intimidate me, or any family member.

Porterj2540, please, notify us when required documents will be sent!

Dear porterj2540,

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.

I apologize, I have been in the hospital, the last 4 days.

Hello, porterj2540!

I hope you are well! Please, let me know when you will send documents to the casino.

Dear porterj2540,

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.