Oshi Casino - プレイヤーの撤退は遅れています。

Hello,

I am waiting for a withdrawal of 0.35 BTC since April 17, 2022. I have never made a successful withdrawal at this casino.

I completed the KYC procedure the same day, confirmed by mail.

Since then every time I asked for the withdrawal they keep saying "please wait, we are doing some verifications".

It has already been 20 days of waiting and that is why I ask, please, if you can help me solve this issue with Oshi Casino.

Dear Johan,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? In general, it is not unusual to check the entire game session after accumulating any substantial win. This seems to be the case.

Additionally, it’s quite common for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Thank you for you reply, Petronela.

Yes, my payment status is still "Pending" inside the account.

Thank you very much, Johan, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Johan,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Oshi Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Oshi Casino Team,

Could you please state the reason why the player's withdrawal has not been completely processed yet and what is the estimated time frame for processing the payment?

Thank you in advance for providing the information.

Hello dear Johan!

I truly understand your excitement. I apologise for this delay. The game sessions are indeed being checked at this stage, so it is necessary to wait at the moment. Thank you for your patience and hope for your understanding!

And could you please provide us with an estimated time frame for finishing the necessary checks? Will the player be informed about the result?

I'm sorry, but we can't give you an exact timeframe. At the moment the player's account is being checked on our side, as soon as we get an answer we will notify the player.

Thank you for your reply.

Dear Johan,

I am extending the timer. Once you will have any news from the casino, please let us know about it. Unfortunately, there is no other option how we could help you. Let's stay patient and positive.

We are looking forward to hearing from your soon.

It's been a whole month and I still haven't received my winnings and also haven't gotten my deposit back.

I haven't received any communication from the casino either.

Dear Oshi Casino,

A month is a quite long period for player checks. Can you please provide us with an update? Is there any reason why it lasts so long?

Dear Branislav,

We inform you again that the question has not been forgotten.

We have been waiting for the answer from the game provider regarding the player's winning. Once we get all information, we will immediately contact player with an explanation why it took extra time. Please accept our apologies for the delay.

Thank you so much for your patience.

Thank you for your reply and the explanation.

Dear Johan,

Now we know that all review of your casino account does not depend only on the casino. I will extend the timer and will wait for your update. Please let us know once you receive any news from the casino.

Dear Johan,

Was your issue resolved? Can you please provide us with an update?

We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Also, please note if no progress is made until the timer is elapsed, I am afraid we will be forced to close the complaint as unresolved. However, this can only be a temporary solution and the casino (or you) will be able to reopen the complaint once the account review is complete.

Dear Branislav,

Oshi Casino finally processed the withdrawal request on June 1st.

Thank you.

Great news, Johan!

Can you please confirm you have already received the payment?

Dear Johan,

Was your issue resolved? Can you please confirm you have already received the payment? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will consider the issue resolved.

We are looking forward to hearing from you.

Thank you, Johan, for your previous information and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As we consider the issue successfully resolved, we will now mark your complaint as 'resolved' in our system.

Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, Oshi Casino, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru