CLOSED [ bogus complaint ]: Oshi Casino

I want to start out by saying that Oshi Casino is one of the most amazing Bitcoin casinos to play at present time. I loved playing at the casino and was excited to win 16th place in a tournament, followed by 1st place in another tournament. After verifying my account and all documents being approved I was able to cash out 0.010 and then right after that I was unable to log back into my account and shortly thereafter received an email stating that my account had been disabled. I did not ask for my account to be disabled and then when responding to the email sent I received only an email statin g that the decision was final and this was the decision of the administration. I have asked for further information but have yet to be responded to and have gotten nowhere with the chat support agents that I have spoken to. It has been several months and I am still hoping to resolve this issue and believe that it can be resolved because whatever issue may have come up must have been some sort of error on one of our sides. I would LOVE to continue to patronize this casino as I think it is one of the best around. Please help!

CryptoWins

Hi PlayedOutPlayer,

Sorry to hear that. We are going to bring this issue to the casino's attention. Hope they'll get back to us soon.

Keep an eye on this topic. 

Thank you so much MelissaN. I have contacted support so many times and just can not seem to get a straight answer and I am so confused as to why my account was disabled after successful account verification, deposits and a withdrawal. I really loved playing at this casino and want nothing more than to continue to deposit and play here. Thank you again for helping with this issue and I hope that it can be resolved soon so the dream of winning someday can continue  LOL

No problem at all. The casino rep has been notified. Hope he'll post the answer here soon and resolve the issue. 

Hi there, firstly thanks for being so positive in this awkward situation.
Before I get into my findings, I'll just say that we have a system which flags up duplicate accounts, not only with us but with other brands on the SOFTSWISS network.

Duplicate accounts get flagged up when the system identifies the same 'device fingerprint' across different accounts. It doesn't rely on IP addresses.

Our terms and conditions allow for players to have duplicate accounts IF they are not using bonuses on more than 1 account. In this case it looks like this person had three accounts with Oshi, 2 which had bonuses. 

Account number 1 registered February 8, 2016: this one was actually and incorrectly inputted email address, so in any event it was dormant. I.e. used [email protected]

Account number 2 registered February 15, 2016: This account used the correct email address [email protected] and had been very active

Account number 3 registered October 8, 2017: this account used a different email address and had been less active.

All these accounts were flagged up as duplicates.

However... According to the comment chain I've been looking at, this player has had an account with one of the other SOFTSWISS brands and had apparently provided incorrect information about themselves during registration.

Because of this inconsistency, all the accounts were closed.

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My opinion: 4 different people reviewed this case before deciding on closing the account. So there must be some substance to this. However, people make mistakes and if a mistake has happened, then I am very sorry about this.

Suggestion:

if you want to leave this be, that's fine. If you want to follow up then will you contact [email protected] and mark the email from my attention 'Nick'. Then I can launch another investigation to find out what happened.

Thanks
Nick Garner
CEO
Oshi

Thank you so much for responding and I apologize that I have not been in contact sooner. I was on Holiday and just now saw the response. I have sent numerous emails to this email address in the past and have not gotten any sort of response. I will try again though. I know that I was told there was a duplicate account connected with this account and it was disabled. I was told that it no longer would be an issue considering that in my account I did not use any bonuses and simply just played with money I deposited. I really appreciate you answering but I still have way more questions than answers.... What incorrect information could have been provided? Signing up is simply an email address and password? I am very confused....

I sent an email as directed and have not yet received a response. I am going to be patient as I was on Holiday and took days to answer back as well. I just do not understand how verification can approved and a cashout completed and then when another cashout is requested a mere 30 seconds and my  account is disabled and four people reviewed my account? This does not make much sense to me. I do not understand if you say that multiple accounts are allowed but as long as bonuses are not taken. I have one account and to my knowledge did not take any bonuses... I just really want to know what is happening and why I would be awarded tournament wins only for to verify my account and have it disabled after attempting to cashout! Seems like something is severely wrong here. I would love to continue the discussion further on the forum because transparency is the best policy. Thank you in advance 

Hi there, I have looked through our support emails and I can't find a message from you.
Can you email me directly? [email protected] and just send me whatever you forwarded to support

thanks

Nick

I am in the process of talking back and forth with Alena from Oshi. I have no definitive answer as of yet but am hoping that we can work all this out as soon as possible. In the time since my account was disabled and winning confiscated the price of Bitcoin has dropped $8,000+. I am trying everything on my end to come to a resolution that is beneficial to Oshi as well as myself. I hope to have a resolution to this sometime today and look forward to updating you all soon. 

Thank you for updating this topic. Please do let us know about the outcome. Hope they'll sort it out and everything will be okay in the end.  

So I have been waiting for a reply back from Oshi and have not yet received one. I have explained to them everything that is going on and have offered to provide any and all information that they need to prove that nothing that was done was done fraudulently and that everything that has been asked for has been given and nothing won was done unfairly. It seems to me that Oshi casino is attempting to not pay and is claiming fraud because of the win amount  I am still praying for some kind of resolution. I will continue to keep you all updated and hopefully this all works out soon. 

i hope this will be solved, Oshi is an a good place to play, even if they had some problems recently, but, how much you won actually? I didn't understand that... 

I've asked this person to contact me and even put my email address up on this thread. I spent the last 10 minutes trawling through all my emails, and I don't see anything from this person.

So until they actually contact me, I'll put this down someone trolling us... :-(