Ozwin Casino - Играчът се бори да завърши проверката на акаунта.

To whom it may concern, on 01/02/2023 I made a request to withdraw my winnings of $360 from Ozwin Casino. When I requested my winnings I was told I had to verify my account by sending in documents which I had already done on 10/17/2022 which I have proof of the email sent the documents I sent to the email that was provided to me by a customer service rep from Ozwin Casino. I resent my documents again and again with nothing updated yet for me to be able to request my winnings. I have been playing Ozwin Casino for over a year spending my money with no problem. Now that I finally win I'm getting problems with my account needing to be verified. my thing is why doesn't my account need to be verified when I'm depositing money? I just want my winnings of $360 so I can be done with Ozwin Casino Respectfully

Dear geekn43,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Please understand that the verification starts usually only when a withdrawal is requested not before.

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

I understand that, but I sent my verification back in October so that is more than enough time to get my account verified. Even your sister casinos don't take nearly as long they verified me within 24 hours. Now that I'm able to request my payout I'm being told it takes another five days which isn't fair seeing that I've been trying to withdraw for over a week.

Hello geekn43,

Have there been any developments since our last conversation, please? 

Dear geekn43,

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, 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.