Vertaling 
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.
