RESOLVED: OZWIN DENIED $5000 PAYOUT

username: hbickiki

I just received this email from OZWIN, saying they are denying my withdrawal & voided my winnings. I think it's a very UNFAIR way to treat customers, who spend their money & gamble in good faith...thinking if they won.. THEY WILL BE PAID.  This ordeal began on 7/15/22@4am I redeemed OZDEAL1507-1. Then @5:30a I redeemed the 2nd of 3 coupons, OZDEAL1507-2  While playing the 2nd bonus for a very short time (maybe 30m), I hit the jackpot on Caesars Empire. [about $6500]. I kept playing until 7/15/22 @ 11:55a, being careful to NOT break the MAX BET rule. I had it up to over $10,000 at one point. Later that morning, after chatting with Patricia, I requested 2 bitcoin payouts, $2500 each one. I still had $5000 I was gambling with, which I played down to $0, ending on 7/16/22 around 10:45a. I was aware of the NO DEPOSIT while payout was pending bcuz it was at the top of the page, highlighted in RED, & the option to deposit was not available. After using OZDEAL1507-1 & OZDEAL1507-2, I had earned 100 free spins on OZDEAL1507-3. I redeemed that code, bcuz I assumed it would expire if I didn't. There was no huge rule highlighted in red saying that wasn't allowed. As far as I knew, I had won the $5000 I'd requested to withdraw, I knew I'd not broken any rules prior to the win so I never imagined redeeming $15 worth of free spins, that I'd earned...could somehow invalidate $5000 winnings. IF I'd won another $5000, & then they said I broke a rule so the winnings were voided, I'd still be upset bcuz I didn't know I was doing anything wrong, but I could at least understand the point. IF they say I broke a rule, therefore any winnings from that rule breaking were voided. But to say bcuz I UNKNOWINGLY broke a rule over 24h after I'd won that money fair & square,& almost 24h after requesting the payout, those winnings were voided??? It's unfair. IF I broke the rule, deduct the $15 from my other winnings. Don't try to cheat me when this "ABUSE OF POLICY" didn't cost them one red cent. They owed me the 100 spins...so why would it matter if I redeemed them while payout was pending or after it was approved?? IF they didn't allow bonuses during that time, they could have blocked it.. many times I've tried to redeem a coupon & it said 'COUPON CAN'T BE REDEEMED AT THIS TIME.  I don't understand why they want to find any reason to deny a person's winnings. IF they don't want to allow people to win, they shouldn't be in the casino business. IF they appreciated their customers, who they need to make money, they'd go above & beyond to make this "rules" very clear.  They could have all these rules displayed on the withdrawal page, not hidden in fine print. I've expressed all these points in my reply to the email I got a cpl hrs ago. Then I was really stunned when I googled OZWIN payout denied 2022, when the 1st thing I saw was, the same thing happened to James Navarrette (XanaduDE) on 1/30/22 & Jeff Brown on 7/3/20, on ur website. I hope OZWIN will reconsider this matter & give me the benefit of the doubt here. Logically, NO ONE would redeem a coupon for $15, if they knew it was against the rules. I am hoping I get the same courtesy they gave Jeff, (agreeing to make an exception since this is my 1st payout.)  I wasn't trying to cheat the system.. I thought I had earned those free spins and that coupon would expire b4 the payout was cleared. Patricia said it takes 2 days for review. It was a Friday coupon deal, I assumed it would expire at midnight Sunday & I truly don't see why a mistake on my part, after the fact, should void what I won fair & square. I hit that jackpot for $6500 on 7/15/22 @ about 6a. I requested payout about 12n.. I redeemed those spins on 7/16/22 @ 11a well over 24hrs after I hit the jackpot.& almost 24h after I requested the payout. IF payouts were quicker, the payout would have passed review. I think the FAIR thing is to review payouts based on what has occurred between the time the deposit is made & a withdrawal is requested. if no arbitrary rules were broken in that span of time, it's UNFAIR to deny the payout. They should consider how they would feel if this happened to them. If they'd think it was UNFAIR... then doesn't that make it UNFAIR??  I apologize if this messages sounds like I'm talking in circles... I'm kinda distraught & my head is spinning over all this. It's very upsetting when u feel so happy & blessed one minute & then to feel so "cheated" & devasted the next. Thanks for ur time & any assistance u can offer in resolving this matter.

Kind Regards,

hbickiki

Kim Byrd

NOTE: I ALSO REDEEMED MY COMP POINTS...BUT THAT WASN'T MENTIONED IN THE DENIAL EMAIL SO I DIDN'T MENTION IN THIS COMPLAINT OR HIGHLIGHT IT ON THE ACCOUNT HISTORY. 

Hello KiKi Dill, 

Sorry to hear about your troubles. We have contacted Casino Representative. The moment we get a response, we will notify you on this forum thread. Keep you posted. 

Thanx... I've read that rule: "Abuse of this policy, as defined by the casino, may result in cancellation of the players winnings.. I can't help but notice it says MAY... So they can do the right thing if they want to... They also say ABUSE of this policy.. is a one time mistake rise to the level of abuse of the policy? Logically no one would risk their winnings if they knew it wasn't allowed.. since this happened I've googled this kind of thing and it's a recurring problem that they could easily avoid if they just blocked bonuses like they do deposits and like they do if you're not eligible for a coupon. It's like they just want to have this as a loophole to not pay out a legit win on a technicality. And when they review it withdrawal they shouldn't review something that happens after the fact because I won that money the day before fair and square. Sorry, just quite upset about the matter. Thanx Again.. 

We understand your frustration. Casino Rep has been notified and the moment we get some feedback from them we will keep you posted on this forum thread. 

What a crock! They "prevent" players from claiming bonuses all the time! Don't u just love the encouragement?  (to let them rip me off again).. He's got his fingers crossed & everything! Do they really think I'd ever deposit another dime to "gamble" with them? & FYI, I was denied payout once for exceeding Max Bet Rule, trying to finish off my playthru, but I still gamble at that casino (& won & cashed out $1k a few weeks ago... bcuz I can follow the logic that by breaking that rule, the end result of that session was AFFECTED (by those spins)... THEY WANNA TALK ABOUT ABUSE OF POLICY... THE ONLY ABUSE IS THE WAY THEY CHEAT CUSTOMERS. A PLAYER AIN'T GOT A SNOWBALLS CHANCE TO CHEAT/ ABUSE THE CASINO, THEY GOT IT ALL SET IN THEIR FAVOR. WHY DO YOU THINK IT TAKES DAYS TO REVIEW A PAYOUT? SO GAMBLERS WILL GET TIRED OF WAITING IN REVERSE THEIR PAYOUT TO LOWER IT & END UP LOSING IT ALL OR SO THEY CAN FIND SOME JANKY WAY TO SCREW YOU OUT OF YOUR WINNINGS. FUNNY THING REAL CASINOS HAVE BEEN IN BUSINESS FOR DECADES & THEY PAY OUT IMMEDIATELY & STILL MANAGE TO KEEP THEIR DOORS OPEN. WITHOUT 30X PAY THROUGH & ALL THIS BS.. MY ADVICE, IF U WIN A JACKPOT, STOP PLAYING IMMEDIATELY DON'T DO ANYTHING FOR THEM TO SCREW YOU OVER & EVEN THEN YOU STILL MAKE IT SCREWED OVER BY STUPID BS.. ONCE I GAVE 3 DIFFERENT BANK ACCOUNTS, (all in my name, all legit).. & for almost 2 months all I heard was that account wasn't acceptable. The 1st account may not have been acceptable because it was a local community bank in SC. Then SunTrust wasn't acceptable.. THEN BANK OF AMERICA WASN'T ACCEPTABLE.. Needless to say, I NEVER deposited another dime with those thieves!! Sorry, JUST VENTING... But I'm gonna look on the bright side, OZWIN CASINO WILL NEVER CHEAT ME OUT OF ANOTHER DIME (OR 50,000 DIMES)💯

Hi KiKi Dill, 

Terms and conditions can always be so troublesome and this is why it's important to understand them. Unfortunately most of us learn through our mistakes. 

We have contacted Casino Rep and they responded to us that they will be looking into the case. Maybe this is their official response that they provided for you just now..but we will confirm again. 

Keep you posted. 

Ok. Thanx for the update. 

In the midst of this situation, due to my emotions running high, I've voiced my opinion that it seemed like this rule was designed to take advantage of the player if they make even the slightest mistake. I want to elaborate on the flip side of my situation, by clarifying that I recognize there are scenarios in which OZWIN should & would cancel a the winnings, in a similar situation. 

In this situation, I feel the mistake I made (bcuz I'm NOT perfect) after the fact shouldn't void a win. I see it as an inconsequential mistake. A moot point, so to say. Bcuz the bonus was redeemed over 24h after I hit the jackpot & almost 24h after requesting withdrawal. It had NOTHING to do with that requested withdrawal. So why cancel a legit $5000 withdrawal request, over $15? BCUZ it saves u $5000. If the rules r designed to ensure "fairness" for the casino, shouldn't they also ensure "fairness" to ur customers? Why isn't it unfair to deduct $5000, over a $15 bonus that was zeroed out in 35m? But u can see how it's unfair to OZWIN if the $15 bonus doesn't zero out &  I hypothetically tried to cash out $5000. 

•  HYPOTHETICALLY, If I had a $250 (or any amount) withdrawal request pending & IF I'd made this same mistake, & redeemed the 3rd part of  a bonus for 100 spins, resulting in $15 bonus & & I subsequently hit a jackpot from that $15, I'd understand how my actions/mistake was CONSEQUENTIAL TO OZWIN. IN THAT HYPOTHETICAL SCENARIO, I'D UNDERSTAND WHY THAT JACKPOT WAS NOT A LEGIT FAIR & SQUARE WIN. I'D STILL BE VERY BENT OUT OF SHAPE ABOUT  WINNINGS FROM THE HYPOTHETICAL JACKPOT BEING VOIDED, THAT'S HUMAN NATURE.. BUT I WOULDN'T FEEL CHEATED.. I'D UNDERSTAND THAT EVEN THO IT WAS AN  UNINTENTIONAL MISTAKE, I COULDN'T EXPECT THE CASINO TO PAYOUT $5000, THAT I'D HYPOTHETICALLY WON, ABUSING THE BONUS POLICY. 

• I see no ABUSE of the policy. It was oversight of the policy. IF attempted to redeem a bonus while payout was pending, AFTER being made aware with a warning, that would b abusing the policy. 

ANOTHER ISSUE ABOUT THIS SITUATION BOTHERING ME IS THAT OTHERS HAVE RECEIVED PAYOUTS IN A SIMILAR SITUATION, EITHER BCUZ OZWIN DIDN'T CATCH THE BONUS REDEMPTION WHILE PAYOUT WAS PENDING DURING THE REVIEW OR BCUZ OZWIN MADE AN EXCEPTION REGARDING A BONUS REDEMPTION WHILE PAYOUT WAS PENDING. 

I ASSUME THE RESPONSE I GOT SEVERAL DAYS AGO IS THE FINAL DECISION, AS IT WAS STATED IN THE EMAIL. BUT SINCE U STATED U WANTED TO CONFIRM THAT, I WANTED TO TRY TO BE MORE CALM FOCUSED & CONCISE ABOUT MY THOUGHTS ON THE MATTER. THANX FOR UR HELP IN THE MATTER. 
KIND REGARDS, 
~hbickiki

Hi KiKi Dill, 

We are still waiting for a response from Casino Rep and have sent the updated forum thread with your most recent post. Hopefully you get some positive feedback. Keep posted on this forum thread for a response. 

Hi KiKi Dill, 

We just pinged Casino Rep and hopefully they respond soon with some feedback. Keep you posted if we hear back from them.

They must be ignoring u/me.. it's been almost 2 weeks. Do they usually take so long to respond to ur inquiries? Or do they ever just ignore u all together? But thanks so much for following up. 

Hi KiKi Dill, 

Good news! We received feedback from Casino Rep and this is what they said:

"Please advise her that Casino Management looked into her case and decided to make an exception by crediting the winnings back. As soon as she sees balance in her account, please advise to re-submit the payout."

Please let us know when you have successfully withdrawn your funds and we will officially mark this case as resolved. 

Can u pinch me? So I know I'm NOT dreaming or imagining this?? KING NEMO I HAD REALLY GIVEN UP ALL HOPE! THANKS SO MUCH FOR UR SUPPORT! I KNOW THIS WOULD'VE NEVER HAPPENED W/OUT LCB.ORG! THANK U SOOO MUCH!! 🏆👑🏆💯

I'LL GO CHK THE ACCOUNT RIGHT NOW!! 

The money was there. I have requested payout.I'll keep you posted!! I still can't believe it!! I was going to bed & I decided to chk to see if u'd ever got confirmation that the earlier decision was final!! After almost 2w, I never thought there was a snowball's chance Ozwin would make an exception or reconsider!! My birthday is later this month...& this unexpected favorable decision is the BEST PRESENT EVER!! & FYI, I'VE READ EVERY RULE SEVERAL TIMES...SO THIS NEVER HAPPENS AGAIN!! THANX AGAIN KING NEMO!!

Hello KiKi Dill, 

It's a pleasure to assist. Happy that everything worked out for you. You made a sincere error, and Ozwin Casino considered our arguments before making a fair conclusion. Be extra cautious with T&C next time to avoid any issues! You know where to find us if you run across any problems in the future.

Also, feel free to use our website for other purposes too..we offer many perks on our website, informative casino content and great review pages. 

We conclude this case and will mark it as RESOLVED. 

wow that's amazing news. definitely wonderful to hear that fairness won over greed -   my birthday is this month too. hopefully it works out for me too. :)