Ozwin Casino - У відмові гравця відмовлено, а рахунок заблоковано.

Dear snbool4444,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you have registered your account? Did you receive any explanation from the casino why your account has been blocked, other than it didn’t pass the internal security check? Have you, by any chance, saved your cashier history before your account got blocked? If yes, please forward it to petronela.k@casino.guru.

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

Dear snbool4444,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the player:

"I deposited in this casino several times but did not win. I played free spins and won $ 180 after that. When I requested to withdraw, I was asked to verify my account and send the documents. I sent the documents. The casino closed my account on the pretext that my documents did not pass the security filter as they claim"

Thank you, snbool4444, for getting back to us. Have you been advised what specifically caused the unsuccessful account verification?

Unfortunately, no email was sent to me for this complaint, and I only saw it today

The main reason the casino said was that my documents did not pass the security filter

The email you registered with this casino has been closed for security reasons

The casino refused to pay on the pretext that it did not pass the safety filter

Thank you for your cooperation with me

Could you please confirm that all the supplied personal documents match the information in your casino account and have been provided within 4 weeks since the original request made by the casino? Thank you in advance.

Dear snbool4444,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Yes, all documents match the registration information

For your information, my account in this casino was closed only because I requested withdrawal

The information in the documents matches the registration information

Thank you very much, snbool4444, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello snbool4444,

I looked at your complaint and will do my best to help you. I would like to invite Ozwin Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal and why did you close his account?

Dear Flame

The cause of the casino was weaker than a spider's web

The reason, he said, was because my documents did not pass the security filter

This is the reason the casino gave it

I want to add some information

Not only did this bad casino shut down my account, but it also caused me other problems, as similar casinos closed my account.

This means that the casino, in short, insulted me in other similar casinos, such as Grand Vegas Casino, which closed my account and forfeited my $ 300 winnings.

We would like to ask the Ozwin 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can ask to reopen this complaint anytime.