Oshi Bitcoin Casino Support and Complaint Thread

Hi there Friends of Oshi!

My name is Marko, I am the Head of Affiliate Management at the Oshi Bitcoin Casino.

First of all thank you for choosing to play with us, but if you haven't checked us out yet, we have released many fun updates, which means you can find your favourite game within a moment of entering our site.

Bitcoin Casino Just Got Un-LasVegas!

Oshi is an online Bitcoin casino that aims to be fun and entertaining! We are all about transparency in everything we do. We've deliberately toned down the 'attention grabbing', 'noise' and 'bling' so we can be judged on what really matters: playing the casino games you love.

I am here to provide you with any questions or queries you may have, please let me know if there is anything I can assist you with.

We look forward to having you play at Oshi, I wish you the happiest gaming times! 

Hello Marko! 

Welcome on board. We are happy to have you here with us. 

Pleasure to be here!

Welcome Marko

welcome Marko on the nr1 casino sport poker bingo site of the www.

Welcome Marko to the best iGaming forum! Thanks for being available to assist our members.

Hi Marco. I have a problem. Today, I sign up in oshi casino through www.jswqzs.com. I received 150% bonus on first deposit, but I didn´t receive 200 free spins! Can you help me ?

username, nickname: Mikino

Hi mikino,

Your username has been forwarded to the casino rep. 

I received answer. Casino rep. wrote me:

Unfortunately, you have not qualified as you didn't make the deposit although you did sign up through LCB.

 If you do eventually make your first deposit within the first 30 days of signing up, be sure to re-claim the $3 reward via the link above.

 Lily

This is not true. See printscreen. I am feeling injured.

Thank you Lilly. Can I get any free spins at Oshi casino (NO DEPOSIT) as a satisfaction due to confusion?  It would by very kindly from you and  good presentation for Oshi casino, here at forum.

Hi mikino!
My name is Hugo and I'm community manager at Oshi casino.

I just wanted to say, as the casino representative, that we are really sorry about your troubles. We are happy that everything ended up well and we wish you good luck at our casino!

If you ever have any troubles again don't hesitate to PM me!

 See you at Oshi!

Here is my review of oshi.io

all around great bitcoin casino.

solid payouts and game choices are great.

looks like they update there promos weekly and from what I can see I would recommend highly to all bitcoin players.   The support staff seems great and general manager is very responsive.

Funds are safe with oshi.io and I recommend to a lot of my friends and colleagues.

In conclusion Oshi.io Is a great all around casino for us bitcoin depositers.

Eleifer78

Hi and thanks for your kind words!

Believe me that it's always great to read such a good review. 

Enjoy your game!

OshiHugo

Hi guys! Bonus crafter feature coming on Monday 27th. More info coming soon. Are you excited just as I am?

you are a great casino, fast cash-outs, great selection of games, friendly interface software , but don't give cash-back bonus neither loyalty bonus, so after you play you cant expect to receive any loyalty bonus or cashback bonus. I hope you change this in the future.

[email protected]

Hi!

Thanks, nice to read it. Anyway did you know about our VIP programm?

Hello,

I joined your Casino a couple of days ago. Before depositing yesterday, I wanted to clear a few things up so I went to Live Chat.

I asked which game/S are the free spins on, and are they instant after I deposit.

The operator (Operator1 approx:- 9:04am 7th March 2017) said and I quote..

" free games are on STARBURST, but the free spins are given at 20 per day starting tomorrow 8th March 2017)

I deposited and received my bonus I chose 102% bonus and 154/164? Free spins). Lost fast.

Logged in today and no free spins? Went to Live Chat, "you are no.1 in the queue,waiting time 1 min"

AFTER 10 mins plus! Operator 2 came on and proceeded to tell me, after looking at my account, maybe I didn't claim a bonus?? Huh?? To copy and get back with it. As I'm on an IPad as people know, it next to impossible to paste sometimes,esp, in an account. So I went back ,explained I was on iPad, but managed to copy name, balance, bonus 1 etc.

Then he/she proceeded to tell me, " your free spins were issued yesterday? So now they have expired...sorry nothing I can do???

How can your Live Chat,by two different people, tell me two different things? I read all your "ts and cs" on Bonuses as well as read it here on Latest Casino Bonuses and "no-where" does it say, free spins issued immediately....but they will expire in 24 hours"???

Im soooo angry,with so many Casinos to choose from I chose yours from trusting Latest Casino Bonuses and also your own ts and cs that what you advertise is correct!

Ruth

Hi Ruth,

Sorry to hear about your issue with the free spins - they are issued immediately indeed so you should've most definitely received them. 

You must understand that the support team are constantly busy with enquiries and at times it may take slightly longer for them to get back to you, however the waiting time you described seems like there might've been connection issues - support are efficient.

Regarding your free spins, please contact support directly to sort this issue and obtain your much deserved spins.

Oshi Management Team

Hi,

Just returned from Live Chat and they kept on saying I used a reload bonus not first bonus so tough luck on free spins,they have expired.

How can I use a reload bonus when this is my first bonus? I followed your instructions on site on how to get it and now this happens.

Personally I'm disgusted that a Casino can advertise on your site what the bonus is,how to get it,then say tough luck on getting it.

Im waiting on your reply before I post to Latest Casino Bonuses Forum and other sites for the way I have been treated.

Regards Ruth

Hi Ruth,

Could you kindly provide us with your player e-mail address? We will personally handle the issue from our operations side, seeing as this seems like a one-off technical difficulty.

We will await your reply.

Oshi Management

Hi,

Im hesitant about my email address on a public forum...can you delete it after you read please.

Regards Ruth

you can PM the rep

Dear Ruth,

Our Operations Director has directly messaged you with a gift along with some questions.

Do let us know how it goes.

Oshi Management Team

Hello. I have a big issue with Oshi Casino. I registered earlier and received free spins in Platinum  Lightning. After I played the spins and did not manage to do the wagering requirements I've made a deposit to my account. I struck some nice wins in Sugar Pop. Four hours ago I received a email to upload my ID to my profile. For whatever reason I don't know seeing that I'm only playing in bitcoins. Neither Bitstarz or Betchain have ever asked my ID when cashing out. However I anyways uploaded it. Now it is almost five hours since requesting my withdrawal and still have received no payment? My email at the casino is [email protected].

Hi Donvon2946,

The customer support team may have spotted something odd/irregular with your player profile, hence why they asked to identify yourself as a bitcoin player.

This irregularity could be I.P address related or anything along those lines, it doesn't necessarily mean there is a problem. Please try and co-operate to make the process as smooth as possible, after all the support team are simply trying to keep a fair trouble-free environment for you all.

Many thanks,

Oshi Management Team

But I did everything they asked and all they keep telling me now is that it have been send to the financial department?

Hi. Can you please just check my withdrawal for me? It have been almost 8 hours now. All documents is uploaded in my account. Support keep telling me they are waiting for manager aproval. Email is [email protected]

We'll notify the casino rep. Keep you posted. 

Hi Donvon,

After checking your 2nd form of ID, we have instructed the support team to ask for a selfie with the 2nd ID.

The reason for the holdup was the fact that your first form of ID didn't quite look like you in the provided photos, you also didn't provide the selfie with the 2nd form of ID.

Once a selfie with the 2nd ID is provided, should all details match we will process the cashout.

Thank you for your patience.

Oshi Management Team

OK I've just uploaded a selfie with my other ID. When can I expect my cashout to be done?

Hi Donvon,

Customer support will process your cashout now - thank you for co-operating.

I also love oshi. You can read my oshi.io review but don`t really have to. The best things I like are fast payouts, it is very user friendly and the support is top of the industry. Really thumbs up.

Oshi Rep! 

Can you check on my withdrawal for me? Cash outs are usually like seconds with yall, its been like almost 12 hours. I was asked to upload ID and 6 utility bills yesterday, was told should only take about an hour. Username is stevohhhhh. Thanks

I have been playing at Oshi for over a year now. Deposited a lot and withdrawed a few times in the past. They asked for a KYC on the last one, for a small amount $100. Now they say say, US players can't play here, I don't think that was the case when I started playing there over a year ago. So they returned my last deposit for me to withdraw and said my account would be closed. This doesn't seem right, they need to return all the deposits I made then, had I not won the last one, I would have kept depositing.

The casino rep has been informed about your case. However, the US players are not allowed to play at Oshi. It might have been different in the past. Let's wait and see for the casino rep's answer. 

Yea I see that US is excluded now in the terms, that's crazy Ive been playing there for over a year! Actually I have been playing there for exactly 1 year and 3 months, according to this promo email I just recieved  . Talk about terrible timing haha! Sorry for all the trouble Melissa and thanks again. 

At this point I don't even care anymore, Oshi was a great casino, but how they handled this last bit has been trash. Won't return other deposits, whatever I'm sick of this crap dragging on at the rate of ONE email response a day, cause manager is never in. So I tried to withdraw my returned last deposit except I can't, cause you geniuses set the MINIMUM withdrawal at 20 and my balance is 13 euros. 

Support agent 3 suggested I deposit to meet the minimum then withdrawal. (Nothing against them, support agent 3 is the best, they are helpful/witty/funny). 

But seriously, you expect me to drive to  the store and spend 5 bucks to load my gambling card > spend another 2 dollars in fees to buy bitcoins > lose about 3 bucks to transfer from coinbase to blockchain.....in total $10ish freedom dollars to get 13 trash euros back... no thanks!

You can keep the 13 euros you trash cucks, and if you aren't completey greedy twats, I would ask that I could tip the 13 euros to Support Agent 3 for being a great live chat helper.

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

[ I apologize Ms. Melissa if anything I said is innapropriate to forum rules]

Hi Zac, 

You're right...that email was bad timing.  :-( 

We have a filter that blocks emails going out to any account that is either disabled or where someone unsubscribes or doesnt want marketing emails from us. 

I guess when you got this email, you were still on our 'send' list...

zackmf wrote:

Yea I see that US is excluded now in the terms, that's crazy Ive been playing there for over a year! Actually I have been playing there for exactly 1 year and 3 months, according to this promo email I just recieved . Talk about terrible timing haha! Sorry for all the trouble Melissa and thanks again.
 

Hi Zac, Nick Garner here, founder and CEO of Oshi

You're right...that email was bad timing.  :-( 

We have a filter that blocks emails going out to any account that is either disabled or where someone unsubscribes or doesnt want marketing emails from us. 

I guess when you got this email, you were still on our 'send' list...

US players

Just on the whole topic of US players and so on, we've always not accepted US players, because for what I think are obvious reasons, we don't want to be controversial with the authorities there. 

In respect to being able to play in the site for so long, this is to do with the nature of Bitcoin. For anyone reading, if you are not familiar with the way Bitcoin works in the context of gambling...

Because Bitcoin is pseudo-anonymous, another words if we don't know the identity behind an email address, we don't know who they are or where they reside.

Therefore people from banned jurisdictions can play on a crypto casino like ours indefinitely as long as they don't cause any suspicion i.e. our algorithms don't flag them up as being suspicious or if the size of the cash outs are below a threshold. 

The cash out threshold is guided by anti-money laundering legislation, which in many ways is much more aggressive than gambling legislation... Terrorism, organised crime and so on. So if someone cashes out above $1500 or around that, we have to do a customer identity verification. 

I don't think you will get many casinos talking about this publicly, but it's an obvious issue and I think it is important people understand this. 

I was'nt aware of this and if I had known, i would have let common sense prevail and of course I would have authorised this cashout. if you do want this sorted out, can you email support quoting me here? 

thanks

Nick 

Founder/CEO  - Oshi

Wow a response! Haha a little bit late as I had already begrudingly deposited the 7 euros that I left in my btc wallet after I deposited elsewhere. It was kinda a huge bummer to lose my last withdrawal as it hardly covered what I had lost in that week, but the minimum 20 euro withdrawal and support telling me to deposit to get it out was a swift kick in the nuts . Also surprised you guys didn't refund my lost euro deposits, which would have been fair, since I was a long time customer.

Oh well, water under the bridge now. I understand from your persepective servicing the US would be rather iffy given our political climate. My issues aside, keep up the good work Oshi as one of the best bitcoin casinos and give Support Agent 3 a high five for me.

Kind regards,

Zack

i was a satisfied oshi player, but something happening right now made change my judgement as you can read in your page here... i try to wait a couple of hours more before reporting the problem i am having here and ask for a formal refund... i think the management should be more engaged in following clients needs... but apparently they are never present above all during week ends... so it would be honest to avoid accepting deposits on those days 

i need to add that customer service guys (or girls) are just perfect... polite and honest... their boss should help them more in order to avoid them uncortable situations... maybe even learn from them 

Do you want to say that they sorted out the issue you previously wanted to report? All good now? 

Hi there Apavee 

I think I remember this situation, long story short for anyone reading... We had a customer who wanted to do a cash out over the weekend, some of the customer services team were on holiday and so cover was thin. 

We didn't have a proper system in place to make sure cashouts were done rapidly and this cashout hung around for a couple of days and was then processed Monday morning. 

Because of this incident I changed the way we handle cash out alerts by giving more authority to more people in the organisation to authorise cashouts whenever – wherever. So cash out alerts would be sent out via mobile to these authorised people and any one of us would see this needed to be done and one of us would authorise it. 

So far the system seems to work well. 

Thanks

Nick

Founder/CEO Oshi

Hi, the oshi casino dont paid me my cashback that i deserve, saying that a lower gift given in another day was the cashback. I thought that was a honnest casino, and i played more than 5000 on them, and because of the a little cashback that they shiould to pay and dont paid 

Could you please provide me with your casino username? We're going to notify the casino rep. 

hi my username is [email protected]

thanks

Rui

Hi there, we know Rui pretty well. He's been a regular customer of ours for some time. Long story short, there was some confusion about bonuses and of course were paying out all the cashback he is owed.

The only thing that i know that i spent more than 320 euros in a week and receive 20 euros on a 10% basis cashback, and because i complaint they said that i have gaming problems and banned me of the site.