Ozwin Casino - Spillerens forsøg på at lukke hans konto er blevet overset.

Dear Casino Guru.

I am writing to you regarding a bad experience I have had with ozwin casino. It is about that I have won about 26,000 aud. I have repeatedly told via live chat and emails that I have gambling problems and can not stop myself from playing, and that I have lost everything I have, it is about million amount last 6 months and is in the process of losing my house so therefore it is important for me to get paid the 25,000 aud I have won otherwise I die of stress. Have said do something about it or close my account for games. Have ticked them for help last 3 days but the only thing they have written is that payout approval takes a few days and that they can not help with anything else. Can it be that a casino with a gaming license does not help a customer who says that he has a big problem with gambling and is out of control. Now I have lost everything I have won because I did not get any help to close my account for games. They were so ruthless to listen to when I tickled them for help they almost laughed at my situation even though I said I was dying of stress !!

Kære casino Guru.

Jeg skriver til jer ang. en dårlig oplevelse jeg har haft med ozwin casino. Det drejer sig om at jeg har vundet ca 26.000 aud. Jeg har gentagene gange fortalt via live chat og emails at jeg har har spilleproblemer og ikke kan stoppe mig selv i at spille, og at jeg har mistet alt hvad jeg har, drejer sig om million beløb sidste 6 mdr og er igang med at miste mit hus så derfor er det vigtigt for mig at få udbetalt de 25.000 aud jeg har vundet ellers dør jeg af stress. Har sagt gør noget ved det eller luk min konto for spil. Har tikket dem om hjælp sidste 3 dage men det eneste de har skrevet er at udbetalings godkendelse tager nogle dage og at de ik kan hjælpe med noget andet. Kan det passe at en casino med gaming licens ikke hjælper en kunde som fortæller at han stor problem med at gamble og er ude af kontrol. Nu har jeg mistet alt hvad jeg har vundet fordi jeg ik fik et hjælp til at få lukket min konto for spil. De var så hensynsløs at høre på da jeg tikkede dem om hjælp de grinte nærmest af min situation, selvom jeg sagde jeg dør af stress!!

Hello,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent requests for the self-exclusion. My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and why?

I have checked terms and conditions on the website, and this is what I found https://www.ozwincasino.com/responsible-gaming:

„Self-Exclusion from the Casino

At Ozwin Casino we provide a self-exclusion mechanism that effectively freezes your account for a prescribed period of time. A self-exclusion form is an agreement between you — the player — and Ozwin Casino. It is a document stating that you would like not to have access to the casino for a set amount of time — be it a week, a month, a year, or even permanently. Please contact our customer support team via email, chat or phone and we will guide you on the next steps. Once you have filled in and signed the form and sent it back to us, we will freeze your casino account for the term specified in the self-exclusion agreement. The account will only be re-activated once the term is up and Ozwin Casino management has reviewed the decision."

I have seen live chat transcripts, but could you please clarify if you have ever requested a self-exclusion through this specific form? Could you please advise how much is your active balance now?

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

Hi

I've said I'm having a gambling problem and they should help me close or freeze my winnings so I can not play them up. Do they not have a duty to help me in this situation? Got no help other than that I just had to wait. Was told we should set my deposit limit down to 0 but they have not done so either.

Hej

Jeg har sagt at jeg har et spilleproblem og de skal hjælpe mig med at lukke eller fryse mine gevindster så jeg ikke kan spille dem op. Har de ikke pligt til at hjælpe mig i denne situation? Fik intet hjælp udover at jeg bare skulle vente. Fik os sagt at de skulle få sat mit deposit limit ned til 0 men det har de heller ikke gjort.

Have sent all all documentation to verify my account, but now 7 days have passed and nothing has happened. Have you looked at the screenshots I have attached of the conversations. Can well see how many times I ask them for help. They can clearly see that I am mentally affected and can no longer control my game but they still let me play. I will do my best to make this site a huge fine for treating customers who need help that way.

Har sendt alt alt dokumentation for at få verificeret min konto, men der er nu gået 7 dage og intet er sket. Har i kigget på de screenshot jeg har vedhæftet af samtalerne. Kan os godt se hvormange gange jeg spørger dem om hjælp. De kan tydeligt se at jeg er psykisk påvirket og ikke kan kontrollere mit spil længere men de lod mig stadig spille. Jeg vil gøre alt for at denne side skal få en kæmpe bøde for at behandle kunder som har brug for hjælp på den måde.

Thank you very much for providing all the necessary information via email. I will now transfer your complaint to my colleague Jozef 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.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Is there not a state gaming commission that one can complain to that has serious consequences for ozwin.

Er der ikke et statslig gaming commision som man kan klage til som giver alvorlige konsekvenser for ozwin.

Should one die before those people might be punished for their ruthless way of treating their customers, their rules are pure trap for people suffering from gambling addiction, they abuse people by using their gambling addiction against them all their rules and policies are based on that how they can get people with gambling problems to lose their winnings without being able to get their winnings unpaid. Since December 2, 2020, I have been waiting for my account to be approved but still have not been approved. I have sent the same documents to many other sites which have approved in a few hours. Begins to believe that the same ruthless people behind ozwin casino and slotastic casino are behind this casino guru side. Is by understanding that no one can punish them for their ridiculous cheating rules before dying of stress because no one can help get the rules of those sites made illegal.

Skal man dø før at de personer måske kan straffes for deres hensynsløse måde at behandle deres kunder, deres regler er ren fælde for folk som lider af ludomani, de misbruger folk ved at bruge deres ludomani imod dem alle deres regler og politik er baseret på at hvordan de kan få personer med spille problem til at tabe deres gevindster uden at de kan nå at få udebetalt deres gevindst. Siden den 2. December 2020 har jeg ventet på at min konto skal blive godkendt men stadig ikke er blevet godkendt. Samme dokumenter har jeg sendt til mange andre sider som har godkendt i løbet af få timer. Begynder med at tro at de samme hensynsløse mennesker bag ozwin casino og slotastic casino står bag denne casino guru side. Er ved at forstå at ingen kan give dem straf for deres latterlige snyde regler før at man dør af stress fordi ingen kan hjælpe med at få de siders regler gjort ulovlige.

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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Anonym.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Please, be aware that this complaint will affect their reputation on our website.

Best regards, Jozef

Casino.Guru