The player from Australia had won a jackpot of six thousand dollars after playing with a mystery gift of free spins. However, his winnings were reduced to 130 dollars a few minutes later. The player had sought clarification on this reduction. The Complaints Team, after reviewing the casino's terms and conditions, had found a clause stating that the maximum redemption amount from free money promotions was $180 AUD. Any excess funds were removed from the player's account after processing the withdrawal. As the player's winnings had originated from a free bonus, the maximum cashout rule had applied, leaving the player with $180. Despite the player's dissatisfaction with the rule, the Complaints Team had concluded that the casino had acted within its terms and conditions, leading to the rejection of the complaint.
Ozwin Casino - Reduction in player's winnings post-jackpot.
Amount: A$6,000
Ozwin Casino
Safety Index:Below averageUnjustified complaint
REJECTED
Case summary
I received a Sunday mystery gift which turned out to be 22 free 50 cent spins I won around eighty dollars off those free spins and then kept on playing being fully aware that the max withdrawal was 180 dollars but with a four thousand dollar playthrough after spinning for a few hours I had gradually built up to five dollar spins and was playing for quite some time I had fifteen hundred dollars and nailed not just a grand jackpot but a super grand jackpot this was the first time I've ever won like that it six thousand dollars a couple of minutes later my account went down to 130 dollars is there any kind of Claus to say that I should receive that jackpot being as rare as they are it absolutely shattered me to win it and then have it taken from me
Dear Bazelmans64,
Thank you very much for submitting your complaint. I'm sorry to hear about the problem you encountered with your gaming experience at the online casino.
To better understand the situation and assist you effectively, could you please provide us with some additional details?
- Could you kindly let us know if your bonus balance converted into real money balance while you were playing?
- Additionally, were your winnings capped or reduced at any point during the game session aside from the end?
If you have any relevant communication or documentation related to this issue, please feel free to forward it along with your game history to petronela.k@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Hi Petronella and thank you for your reply there was no bonus balance conversion at any time I was playing not that I was aware of anyway neither was it capped or reduced at any other time I don't have the game history all I can provide you with is a copy of the processed 180 dollar withdrawal which I received an email for today which I found to be Verry quick since I don't even remember being verified cause Iam pretty sure I've never made a withdrawal from this casino
Hi Bazelmans64,
I have checked the general bonus terms and conditions, and this is what I found (here):
21. The maximum redemption amount that players can obtain due to winnings made from existing and previous free money promotions is $180 AUD. Any funds left from free winnings will be immediately removed from the player's account after processing the withdrawal. The person who tries to go above this limit will have the funds removed from his/her account.
As your winnings were solely derived from a free bonus without any real money deposit to activate it, the capped winnings of $180 were applied in accordance with the maximum cashout rule.
Please inform me if there is any additional information I may have overlooked. However, I regret to say that I may be compelled to reject your complaint as unjustified. I wish I could provide more assistance.
Thank you in advance for your response and understanding.
I was fully aware of the 180 max withdrawal amount I just wanted to know if there was any Claus at all that when you get a jackpot on bonus spins that you actually got to keep it because they are so rare but even with the 180 withdrawal amount can they just take away the rest of the winnings like that maybe I was happy just to spin until I lost it all rather than have it taken from me
Other than that I can say the funds were taken from my account before I actually made the withdrawal and not after the withdrawal was processed
Hi Bazelmans64,
I apologize, but as your winnings originated solely from a free bonus, our options for assistance are limited. Regardless of whether you hit a jackpot or not, the maximum cashout amount you've already received stands at $180.
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
