Ozwin Casino - The player's verification is delayed.

I have been waiting 10 plus days to verify my account. Of course, I am playing through my winnings as I wait. Scam casino. They would get so much more money if they just treated customers honestly.

Hello Dapahe25,

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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hello. Thank you for looking into this. I first sent verification documents on 01/10/2023. On 1/12 they approved everything but my proof of residency document (energy bill). Ironic that they did not accept proof of residency as that one was a pdf direct from my energy company. I resent the energy bill and a credit statement with my address ( 1/12). I have not heard back from them since then. Thank you for your help.

Thank you Dapahe25 for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Dapahe25,

This is Tomas and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite Ozwin Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Best wishes,

Tomas

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.

Issue has been solved. Thank you for your help. Hoping the withdraw goes smoothly!

Dear Dapahe25,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas