Ozwin Casino - Вывод средств игрока задерживается из-за проблем с проверкой аккаунта.

Hello, I wanted to mention that according to the casino, they haven't verified my account yet because when I registered, my address was different from my current one. I have emailed documentation to justify the new address (employment history document issued by the state agency, utility bill, and a screenshot from the bank app showing the new address). I want to point out that there are no options on the casino's website or app to change my information. They are delaying my withdrawal... I have also sent them a screenshot of the bank deposit made with my card as proof of identity verification. I need to withdraw my money, and they won't let me.

Buenas..quieria comentarle que según el casino de momento no han verificado mi cuenta porque cuando me registre tenía otro domicilio del actual.. he mandado por correo electrónico documentación con la cual se justifica el nuevo domicilio (vida laboral documento emitido por el organismo estatal..factura de suministro y captura de la aplicación de banco donde figuran el nuevo domicilio) quiero decir que en la web y la aplicación del casino no hay opciones de cambiar datos...y me están dando largas con el retiro...los he mandado también captura del banco del ingreso con tarjeta que es el justificante de comprobación de identidad...necesito retirar mis dineros y no me dejan..

Dear Consta1984,

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 and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please clarify if you verified your old address in the past?
• Did you ask the casino to change your address information before providing new documents?

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,

Kristina

I mention that for identity verification the casino has a video option to take a selfie... it did... they sent me links again to upload and upload again proof of the new address... I have sent it (invoice and work record issued by a state agency...) but the casino on the web does not have the option to change personal data (address. telephone)... they only send and send to delay and I still have not updated the account so I can withdraw my money

Menciono que para la verificación de identidad el casino tiene opción de vídeo para tomar selfie..lo hizo..me mandaron de nuevo enlaces para subir y subir de nuevo justificante del nuevo domicilio..lo he mandado (factura y vida laboral emitido por organismo estatal...)pero el casino en la web no tiene opción de cambiar datos personales (domicilio .teléfono)..solo mandan y mandan para dar largas y todavía sigo sin que me actualicen la cuenta para poder retirar mis dineros

I am still waiting and I have not received any response from the casino to be able to make the withdrawal... is there any way to sue the casino for their attitudes... or should I wait... what do you advise me? I need a specialist in that case?

Todavía sigo en espera y no me contestan nada del casino para poder efectuar el retiro...hay alguna manera de demandar al casino por sus actitudes..o debo esperar.. que me aconsejan..necesito un especialista en eso caso

Thank you very much for your reply, Consta1984. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello..just yesterday I contacted the customer service chat..through a translator...and they told me that the verification according to the last documents I sent...takes 3-5....today is supposedly three days...since it's the weekend..it doesn't count..more than likely..let's see next week..Monday or Tuesday if they confirm something for me...they told me that the changes of data..of address in the casino game account will be done by email and they were informing me...we are in contact...I need to recover and withdraw mindineros...but they did not answer my question...they can be sued if they do not pay...

Buenas ..justo ayer me contacto con el servicio atención clientes chat..mediante traductor...y me dijeron que la verificación según últimos documentos que mandé...tardan de 3_ 5....hoy son tres días supostamente...como pilla fin de semana..no cuenta ..más que seguro..a ver la semana que viene..lunes o martes si me confirman algo...me dijeron que los cambios de datos..de domicilio en la cuenta de juego del casino lo harán por correo electrónico y me iban informando...estamos en contacto...yo necesito recuperar y retirar mindineros...pero no me contestaron a mi pregunta...se los pueden demandar si no pagan...

Alright. Please, keep me informed about any developments.

They updated my address change data... but the easiest thing is still... the card with which I made a deposit and I sent them proof... I mentioned that the physical card does not have numbers... I sent them the screenshots of the bank application... but there, as they want, the digits cannot be covered... everything was sent in order... but they continue to deny and delay

Actualizaron mis datos del cambio de domicilio..pero todavía lo más fácil.. lo de la tarjeta con cual hice ingreso y los mande justificante....menciono que la tarjeta física no tiene números...los mande las capturas de la aplicación del banco..pero ahí como ellos quieren no se pueden tapar los dígitos...todo mandado en regla...pero siguen negando y dando larga

 Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear Consta1984,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.