Oshi Casino - プレイヤーがフリースピンを受け取れなかったと訴えています。

I made a new account and made an initial deposit for ~0.02 ETH ($25USD). I was never given the first deposit bonus (100% matching and free spins) despite. I opened a live chat and was informed that despite there being an error in me not receiving the bonus, I cannot get a bonus because I played 2 spins before issuing the customer support request.

Furthermore, I was offered a few free spins as consolation, but I was then informed I would have to fully play my deposit before I could receive these spins.

So in summary, I never received a bonus that I should have received. Because I played before opening a support request (for some reason that's relevant), I can never receive this bonus. Then to get a consolation bonus, I am required to have a net loss (lose my deposite). This is completely unfair.

Dear discodude678,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise which exact bonus you have tried to redeem? Please understand that if you started wagering your bonus, the casino won't be able to activate additional Free Spins on top of your active bonus. You will be able to obtain those additional Free Spins once your balance goes under a certain amount. In this specific casino, you can check it here:

"Bonuses are automatically cancelled upon active balance reaching the amount of 0.05 USD; 0.05 EUR; 0.05 RUB; 0.05 NOK; 0.05 AUD; 0.05 JPY; 0.05 NZD; 0.05 CAD; 0.05 PLN; 0.000001 BTC; 0.00001 BCH; 0.00001 ETH; 0.0005 LTC; 0.05 DOG; 0.05 USDT; 0.00020 BNB; 0.01 ADA; 0.15 XRP; 0.75 TRX or less. This term only applies to balance tied to a bonus, i.e. deposit + bonus, or a bonus only (in case of a no deposit bonus), and doesn't apply to funds on player's balance gained from other deposits or bonuses."

It means, once you request a withdrawal of your winnings and the payout is processed, your balance goes under 0.05 USD you will receive other promotions. Underwise, it would be considered as mixing funds.

Meanwhile, please understand, that we can’t penalize the casino for not giving you a bonus automatically.

Thank you in advance for your reply and I hope we will be able to help you as soon as possible.

Best regards,

Petronela

The bonus I sought to redeem was the first deposit bonus: 100% matching + free spins, which my deposit qualified for since I met the minimum deposit requirement (0.012 ETH) and it was my first deposit.

The point is that I never received this bonus, and customer support further refused to issue this bonus when I opened a live chat. The only consolation they offered me was a bonus which required me to lose my entire deposit.

The primary complaint is that I should have received the first deposit bonus for my first deposit but did not, and was only offered a bonus requiring me to lose my entire deposit. While I understand you cannot penalize the casino for not automatically issuing the bonus, they further refused to issue a bonus in live chat despite my deposit qualifying.

You can see in the live chat that the support agent says it’s strange that I didn’t receive the first bonus, and then proceeds to say they cannot issue me the bonus.

Dear discodude678,

Please understand that you started playing your deposited funds and therefore it was impossible for the casino to activate the bonus on top of your actual balance. Furthermore, you are not required to lose your deposit to be able to receive the alternative bonus. You can place a withdrawal request and once that will be processed and your active balance is under 0.05 USD, the casino will be able to activate any promotional offer.

Please keep me informed about any further developments.

Dear discodude678,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.