Oshi Casino - プレイヤーのアカウントは閉鎖され、賞金は返金されません。

Oshi casino closed my account and said they would send me my withdrawal back but they have not and it has been two weeks. I have not received a reply since they sent me an account closure email on the 12th of April. I cannot contact their live chat without an account.

Dear fiend,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Oshi Casino regarding your account closure and withdrawal.

To assist you better, could you please provide more details by answering the following questions?

• What was the reason provided by Oshi Casino for closing your account?
• Did you receive any confirmation or tracking information regarding your withdrawal?
• Have you attempted to reach out to them via email? If so, what was their response?
• Have you experienced any issues with your account prior to the closure?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Nick

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi nick.

What was the reason provided by Oshi Casino for closing your account?

They gave me no reason.

Did you receive any confirmation or tracking information regarding your withdrawal?

No. I have not received a reply.

Have you attempted to reach out to them via email? If so, what was their response?

Yes, I replied with my identification selfie and bitcoin wallet. I have not received a reply.

Have you experienced any issues with your account prior to the closure?

Yes. I made a mistake when I signed up using the wrong email, I asked the live support if they could update the email and they said they would have to contact their management. I asked them if I could deposit and gamble without any issues and they told me that it was safe to deposit. I deposited and checked the next day and they closed my account. I never gambled or saw the deposit in my account.

Thanks for the help.

Thank you fiend for all the information provided. I will now forward your complaint to my colleague Matej ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello fiend, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the unexplained account closure. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Oshi Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s account has been closed? I would also appreciate if you could provide us with any and all relevant detail.

Thank you for your patience and cooperation in advance.

We would like to ask the 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’ which may negatively affect its rating.

Hi Dear player and Guru Casino team!

Thank you for reaching us, we will check the case and come back to you shortly.

Best wishes, Oshi casino.

Hi Dear player and Casino Guru team!

We have checked the case, here is the detailed explanation.

The player created an account, but made a typo in his email address. Unfortunately, we cannot technically change email address, so we asked the player to create a new account with a correct one. It will allow us to reach the player for promotional and VIP service. The player created a new account, his old one was closed as a duplicate account. The refund of the deposit is in process. The player will be allowed to play at new account without any restrictions.

Best wishes, Oshi casino.

Thank you for the explanation, Oshi casino! Much appreciated. :)

Dear fiend, could you please confirm whether you can freely access your account that has been created with your correct e-mail address, and once you receive the money? Thank you.

They have contacted me and I have verified my information with them. My bank account is on a temporary hold for a couple weeks but I have sent Oshi Casino my banking details and told them to send the refund to me after I can receive deposits again. Thanks for the help, will respond back in a couple weeks once I receive the money 🙂

This is great news! I will keep the complaint opened, and swap the 2 weeks timer your way, so you can let us know once you get the money, or in case of further issues.

Dear fiend,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Matej
Casino.Guru

We’ve reopened this complaint at the request of fiend. We will wait until the confirmation of the payment being received.

Hi Matej, I have received a partial refund for my stake to my BTC wallet but there is still money missing. I have reached out to them again to complete the refund. Thanks.

Thank you for the update, fiend. Please, let us know once you hear (or not) from the casino regarding the rest of the money. :)

Dear fiend,

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.

Hi, i've decided to not pursue further and close the case. Thanks for the help. This case is resolved.