Oshi Bitcoin Casino Support and Complaint Thread

Interac is not available for some time. I think it won't take more then 1-2 weeks

Thanks sooo much for sharing & suggesting I email max. I followed through as you suggested and it is a breath of fresh air to finally deal with someone pleasurable at this casino finally! Thanks again, even though I have to agree, when we begin to see so many of us players sharing common bad experiences it is never usually a good sign for the casino.

How did you go recouping the btc winnings?

Nicole thanks to you also!! As I mentioned, when we start to see so many of us players sharing common bad experiences it is never usually spells trouble times ahea for the casino, i hope we can be proven wrong in this case as it'd be a shame to lose oshi but not if this treatment continues! 

Creating a complaint is usually my last resort, but this casino was extremely uncooperative and they left me with no other choice. 

A week ago, I made a deposit with Bitcoin. I made deposits with this method before and everything was alright.

I  made a deposit for as low as 20 Dollars. 

The deposit wasn't credited, so I waited several hours and contacted their live chat. It took them almost an hour to even connect an agent to me (Good to point out that I was the only one in queue). Agent told me that I have to wait longer without trying to resolve it, so I went to sleep and contacted them the next day.

The support agent was really uncooperative. Even though he had access to previous conversations, I had to re-send him everything again. After a while, he said that they didn't get the money from me. After that, I sent them screenshot of the Blockchain transaction as well as screenshot of my BTC wallet on Oshi so it would be clear that they match. (I even sent him a link to the Blockchain transaction just in case he thought I edited the image somehow).

After checking that information, his story changed and now he said that there are actually 2 ways to make a BTC deposit and only one of them work. So I should have chosen the other one. (Because I chose it last time I made a deposit).

I responded to him that it doesn't make any sense. Why would they have 2 ways to make a deposit, both visible to a customer and only one of them is working? Also, how should I know which one is working? There is nothing about that in ToS.

Support agent dodged these questions, and when asked again - He sent auto reply about going in circles and force closed the chat.

I felt scammed, but since I still believed that Oshi is legit casino and they just hired bad support agents, I decided to write to their manager Max Klein. I basically explained the situation and what happened. His response? To contact live chat, because he doesn't deal with this kind of stuff. How ironic. And I never heard from him back.

Because I still didn't want to create a complaint, I decided to write to their mail support. I sent all the info about the transaction as well as Blockhain link and screenshots. After that, they came up with another different story.

This time they decided that they didn't credit my account because I chose wrong currency.

A wrong currency. That's right. That was their excuse. After I replied that this one is making even less sense, and that there is no info about any restricted currencies I cannot use with BTC in their ToS, they just didn't respond at all this time. Maybe they thought that I wont go any further just for this small amout.

2 Days ago, I wrote to them final email, saying that if they fail to respond, I would create a complaint here.

I didn't hear from them back, but because I am really naive person and I still believed that this was just some sort of a misunderstanding, I decided to give them a final shot. I contacted them today on a live chat and after just 2 messages while not even finished typing, they instantly put me on hold and they never came back.

And all that was for 20 Dollars.

I spent hours trying to resolve this, I would probably make plenty more if I used that time differently, but I figured that I let people know about their practices, because some new or inexperienced players just don't know any better and this warning might help them.

This casino was one of the best when Nick Garner was in charge. Unfortunately, after he left, everything that Oshi used to stand for is now gone. A+ customer service, authenticity, RTP on all games, fast withdrawals - All gone.

After this incident, I will never play here again, and neither should people reading this.

Hello bluryblury,

Sorry to hear you had such experience with Oshi. Could you please send me your casino username in PM inbox and we'll contact the Casino Representative.

Hello bluryblury,

Thanks for providing me with your casino username. We've asked the Casino Representative to check what's going on. Please keep an eye on this thread for the updates.

Hello,

Nice to e-meet you.
As I understand we are talking about 20$ deposit which was made on the 24th of May.
I think you have already played it, but I understand there was a misunderstanding regarding it.
Every player in our casino is important for us, that's why I'm really sorry for the inconveniencies.

I have added a bonus for you. I hope this situation will not happen again in the future.

Thank you for the FS, but I am not talking about the 20$ deposit I made on 24th of may.

I am talking about another deposit I made a week later (As I said in my initial complaint) on 1st of June.

We don't see any transactions after 24th of May.
If you have done it, can you provide a screenshot of it.
You can send it to [email protected]

If you would check my case properly, you would see all the proofs in Live chat and mail support where I already sent them.

Either way, I've sent you transaction and BTC address to the mail you provided.

Today, after 3 days they got back to me.

Their response: I don't see it. Maybe, you sent it somewhere else.

I am not joking, this is the only thing they wrote me after my huge initial complaint I wrote.

This casino won't stop surprising me.

Hello bluryblury,

Could you please send us the evidence of that transaction in PM inbox.

Sent

Dear Bluryblury,

To be honest, we have written another thing.

You said that your btc deposit has disappeared. You have made a deposit and didn't get it in your account.
That's why I asked for any transaction details. You have provided the address, I checked it and didn't find it in your account.

You send money to another address, which you don't use in casino. Am I right?
Then you write a complaint.
I just don't understand, what should I do if you sent money somewhere else? (I'm not joking)
And I asked how may I help you? I checked the case and I'm sorry for the late reply.

I made a deposit to account showed on the screen, If you showed me wrong account that's your fault, not mine.

However, I am losing hope as there is no way I can prove myself in this case anymore. Bitcoin is the worst payment method when it comes to this, because there is no support I can contact, no trace where the money actually went. 

I said it few hours back in Email, but I am going to say it again here. You are free to keep my 20 bucks, you really earned them. I don't see any reason spending  more time on this, there is no more evidence I can possibly show you but regardless of the deposit, the customer experience was more than horrible and there is no way of denying that. And I am not even talking about the constant lies that your customer support agents were saying.

I'm sorry again for the late reply. 
And I'm sorry for the customer support agent if you think he wasn't right.

the casino has blocked the account, the winnings have been written off.
accused me of a duplicate account.
I used a VPN connection because the ISP is blocking Russia on their website.
account is over 5 years old, account is verified
I can re-submit any documents to solve the problem, but they do not want to listen to me, they say the same thing, that their system sees a duplicate account.
casino Scammers, they don't even want to understand my problem.
my account - extratip1

Hi extra_tip,

We received your account details and already notified the casino rep. Please keep an eye on this topic for the update. 

just in case I will send a screen for withdrawing funds in the amount of 4,400 rubles that were debited from my account.

the screenshot shows that there were deposits and withdrawals in 2017 . account is verified.

Thanks for sending this over. We are waiting for the casino rep to get back to us. Please keep an eye on this topic for an update. 

I have the same! Scammers! Their error and players are blocked accounts! People on the neighboring forum have the same situation! Double the account ?! NONSENSE! I asked them to send any evidence - they cannot reveal!
my account Lfanek

Sorry to hear that, Lfanek.

We'll notify the casino about your problem. We'll keep you posted. 

I have the same problem.

My account was blocked after successful verification and the winnings were stolen.

Hello 4uzhoi34,

Could you please send me your casino username in PM inbox and we're going to contact the Casino Representative.

Hello 4uzhoi34,

Thank you for sending over your casino username. We've sent an email to the Casino Representative and asked him to check what happened with your account. Please keep an eye on this thread for the updates.

And? Any info?

Hello Lfanek,

We still haven't received a reply from the Casino Representative. We've sent him a reminder email.

Hello,

Sorry for the late reply.
I have checked the case again.

As I see, our security system has flagged your account as an IP duplicate.It could have happened due to the fact of
creating the account from the same IP address, device or browser. 
Unfortunately, it's a violation of our Terms and Conditions.

7.1 (Legal English) Each player can create only one (1) personal account.

Creating multiple Player Accounts by a single player can lead to termination of all such accounts. The player shall not provide access to their Player Account or allow using the Website to any third party including but not limited to minors.

https://oshi.io/help/tcs

According to T&C your winnings were confiscated and after you cashed out your deposit amount, your account was closed.

Are you talking to me?

My account was opened on 05/31/2016. I have not used a VPN. At the time of opening the account, I had another ISP and I have never had duplicate accounts. You have blocked all players from Russia due to a duplicate. I think this is a hoax.

Hello 4uzhoi34,

Yes, I mean your account.

What about me? Is the customer more important to you or 2.5K rubles (~ 30e)?

Hello Lfanek,

We've sent a reminder to the Casino Representative to look into your case as  well.

I don’t have a duplicate. I’m a player since 2016. I won honestly, but my winnings were stolen from me.

Hello 4uzhoi34,

We've asked the Casino Representative to provide us with the evidence for duplicate accounts. We'll keep you updated.

a miracle happened!

after a month of complaints and proceedings, my problem was resolved.
my account was unblocked and the money was successfully withdrawn.

Hello extra_tip,

We're glad to hear that. Thanks for letting us know.

Hello 4uzhoi34,

We've received the evidence from the casino showing that you created two accounts from the same IP address. Since this is against the casino's T&C's, there's nothing more we can do to help you.

halloooo? I'm still waiting. the account is not locked but is empty. please give me money back. it's just a regular time management game!

Hello Lfanek,

We've sent another reminder email to the Casino Representative regarding your issue. Keep you posted.

Good day dear forum,casino OSHI blocked my account and confiscated my winnings they wrote to me that I have a duplicate account but this is a lie,they gave me a bonus today themselves and after I won blocked account.I have a dynamic ip he is constantly changing

I believe that the casino does not want to pay

user name casino bars44

mail [email protected]

Hello bars55,

We've sent an email to the Casino Representative to check what happened. Please keep an eye on this thread for the updates.

Thank you so much

I have been waiting since August 3. It was summer outside the window and already autumn

Hello Lfanek,

We've sent them another reminder email regarding your complaint this morning. 

Hello Lfanek,

We've been provided with the evidence from the casino showing that you created two accounts from the same IP address at Oshi Casino. This is against the casino's Terms and Conditions, so there's nothing more we can do to help you. 

there is no answer to my question yet

Hello bars55,

No, we still haven't received a reply regarding your issue. We'll let you know as soon as we receive a reply from the casino.

the representative is going to answer or not?

and let him provide evidence to you

Hello bars55,

We still haven't received a reply from the Casino Representative. We've sent him a reminder email.