Oshi Bitcoin Casino Support and Complaint Thread

Nick Garner, CEO Oshi here. 

I've been personally emailing with Rui. Obviously, customer confidentiality is very important here, so I don't want to be out of place with Rui. Long story short, we have done our best to be as honourable and straight as we can be in this sad situation.

I registered through LCB link and made my first deposit with Oshi Casino. I did not receive the welcome bonus....or any bonus for my firstr deposit of 0.006 BTC.  I contacted support and did not receieve a response.

Here is transcript of how my chat went when i finally got a support agent:

 
Support Agent 3Support Agent
Support Agent 3 Hey there, how can I help you?

XXXXX(ME) HI

I NEVER RECEIVED MY WELCOME BONUS FOR MY REGISTRATION AND FIRST DEPOSIT

sorry

abouty caps

i contacted you guys and you never got back to me

no match

no spins

?

Support Agent 3 Sorry about that, but to receive the welcome bonus you needed to enter the bonus code at first

XXXXX(ME) that is not what terms say

Support Agent 3 No, to receive any bonus you need to enter bonus code,sorry

XXXXX(ME) i registered through lcb.org forum

through their portal

Support Agent 3 Sorry, we are not responsible for the information provided by third parties.

XXXXX(ME) they are an affiliate

Support Agent 3 Sorry, we are not responsible for the information provided by third parties.

We are really sorry, but we offer only bonuses presented on our official website.

XXXXX(ME) great then i should easily receive bonus for my first welcome deposit

at a minimum i should receive spins

i mean seriously

?

Support Agent 3 We are really sorry, but we offer only bonuses presented on our official website.

XXXXX(ME) Up to 100% match bonus to 0.1 BTC + 105 free spins

Support Agent 3 We are really sorry, but we offer only bonuses presented on our official website.

You made the first deposit and played it in September

This bonus it not available for anymore

XXXXX(ME) you can at least offer some sort of compensentory benefit

thats ridiculous

Support Agent 3 We are really sorry, but we offer only bonuses presented on our official website.

We don't offer any free bonuses, sorry

XXXXX(ME) free

i deposited with your casino

are you high

Support Agent 3 We are really sorry, but we offer only bonuses presented on our official website.

XXXXX(ME) ?

great then credit it

i can easily just report to my forums

Support Agent 3 https://oshi.io/promo/welcome
Choose the bonus, make deposit and receive itOshi Casino カジノ| Bitcoin. Play! Win!! Banzai!!!Bitcoin !! + EUR, USD, RUB, CAD, CNY, SEK, NOK.| 2500+ Games | 21 Game Makers | Loyalty Cashback | Tournaments | Lotteries | Big Bonuses !!

XXXXX(ME) great

credit it

Support Agent 3 Copy the code and pust during deposit

XXXXX(ME) i already deposited

i can easily post that oshi casino is a waste of time to deposit at

Support Agent 3 You played your deposit , it is impossible to reissue it. If you didn't receive it, you needed to contact the chat just right away after deposit without playing

XXXXX(ME) and they do not honor their bonuses

i did contact support

nobody resposnded

Support Agent 3 No

Sorry

XXXXX(ME) really

Support Agent 3 This bonus is not available for you anymore

XXXXX(ME) you do not honor your advertised bonuses

Support Agent 3 This bonus is not available for you anymore

XXXXX(ME) iots not like i am trying to get a no depoist

i deposited at your casino

and am only asking for your welcome bonus

Support Agent 3 Unfortunately, we can't offer you any bonuses or free spins at the moment.

For you are available the second deposit at the moment only

XXXXX(ME) for my deposit?

Support Agent 3 For you are available the second deposit bonus at the moment only

XXXXX(ME) so i cannot receive wwelcome bonus for my first deposit

of 0.006 btc

really

i will let other players know

Support Agent 3 You can not receive it because
1. You played it yet
2. You played it on September

XXXXX(ME) not honoring advertised deposit bonus

is as bad as not paying your players

you could at least honor with spins

your casino is imply being fgreedy

Support Agent 3 Unfortunately, we can't offer you any bonuses or free spins at the moment.

XXXXX(ME) and shady

i will let everyone know

that you dont pay

sure you cannot credit even spins

?

Support Agent 3 No any spins, sorry

XXXXX(ME) i will start with my home forum

then move on to my regional

good luck Read

Support Agent 3 It is your right

Chat closed.

Start the chat again
 
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 ----------------------

I know.....class act, right?

Greedy and Shady in my opinion.

dont waste your time or money!

unfortenaly i spent a few thoudens on this casino, before i know they are greedy and after they dont paid me my cashback they have banned me from the site. 

Hi cheztwins,

Please provide me with your casino username and we're going to notify the casino rep.

Same thing happened to me. I won 16th place in a tournament and then 1st place in another tournament. I had deposited 3 or 4 times. I loved playing at this casino!! I verified my account and was able to cashout successfully one time. When I went to cashout a second time my account was disabled and I still cannot even get a response as to why... I won the tournament and still had 1,000s of free spins to play as well as 100 mBTC still in my account. Not only is it wrong that accounts are disabled without reason... but it is wrong that others who played in the tournament have been robbed of the chance to win 1st place and enjoy the win! It is such a shame when a casino that has so much promise just flat out takes your winnings without explanation and disables your account.... I have been waiting for months now to get a response from them but I am losing all hope now  I hope everyone here gets everything sorted out! Happy playing to you all! 

I have been getting the run around with my withdrawal attempt and it embarrsing that any upstanding casino would even try to deny or postpone a cashout request!  I have no personal info registered with the site as it is a biitcoin casino and offered annonymity to players, even with that, I did send a picture of me holding my id and a picture of my id showing no personal details just my birthday and my name.   Which should be more than enough especially considering youve been accepting and allowing me to lose my deposits for an entire year!  Very first cashout request and BAM! Bullshit!   Bitcoinpenguin, no hassles at all, Bitstarz, did request my id at which point I told them I was bitcoin only and wish to remain annon, and they proceeded with my cashout!  WHATS The problem??    Here are some screenshots of reputable bitcoin casinos and how they have handled my cashout requests!

I wish mine would happen a lil faster. Kinda like goldenstar and bitcoin penguin..

Hi barsalou6,

We're going to notify the casino rep about your post. 

Keep you updated. 

I tried with the online support agent once again today, only to be denied 3 more times!  Ive uploaded the pictures that they asked for. Stil denied!  Bitstarz is owned and operated by the same exact company under the same licensing, and they process my withdrawals.  I am registered to both casinos under the same email and the same username!  So again what is up with the delay on withdrawing my instant funds??

There are a few posts which I'll end up replying to, but in this case with Rui...

He ended up losing too much money on Oshi. I know that sounds weird, but we felt it was irresponsible for us to keep this person's account open whilst he carried on haemorrhaging money like this.

Why would we close such a profitable account? Because were not evil. We don't want people destroying themselves financially. We just want people to enjoy playing on Oshi and if they win, great if they lose it's no big deal to them.

It's difficult to know exactly what went on here, because I don't have players account information at hand.

But just to say, we don't do no deposit bonuses, because we were cleaned out last year when we got to generous.
The only bonuses we do are:
- first time deposit bonuses, where we have four different bonuses in succession
- a daily reload bonus for existing customers
- an anniversary bonus given every three months, which is typically a big matched bonus and free spins which we distribute every three months from when a customer registers and deposits.
- comp points which can be exchanged for cash or for free spins
- tournaments, which anyone can enter and prizes are given on the biggest win relative to their stake, so it's very inclusive.
- Weekly lottery, which is open to FIAT customers
- a VIP tournament
- VIP weekly lottery

All of these systems are automated. So if somebody didn't get a welcome bonus, it's because either:
- the system failed, which means all customers would not receive bonuses (this didn't happen)
- this person thought they made a deposit, but it didn't go through and therefore no bonus
- the person may have already deposited and wasn't eligible for a welcome bonus?

Like I say, I don't know exactly what happened here until I get this person's username and I can look into the case.
But from experience, since there wasn't a breakdown in the system, it's most likely to do with money not being deposited in the first place.

cheztwins, can you message me directly with your user id? And I'll have a look at this

I hope that helps

Nick
founder Oshi

As I mentioned in other replies, it's difficult to know exactly what's going on until I see the account in question.

On the whole theme of cash outs and being ID checked...

I'll keep this as brief as I can, but hopefully making sense...

Anti-money laundering legislation is very serious stuff. Casinos are infamous for money laundering and Bitcoin casinos get even more attention because of the pseudo-anonymity surrounding Bitcoin. With money laundering, there are no absolutely hard thresholds that every government jurisdiction accepts, but we feel that if somebody withdraws more than €1000 in one go, it warrants an ID check. Knowing this threshold, we believe that we can justifiably say to any law enforcement agency that we are not guilty of enabling money laundering.

Gambling legislation. We can only accept customers from certain countries. If you're not from an approved jurisdiction, you won't be able to see the games on Oshi. Backing that up, we make it clear in our terms and conditions that we don't accept customers from country jurisdictions like the UK, Spain, United states et cetera.

However, we accept Bitcoin and we do this because we have a Curaçao licence. People make small deposits, moderate cash outs and because we accept that people use VPNs for privacy reasons and because were on a Curaçao licence which states that it's acceptable to not have to do a 'know your customer' check on every new account, people from band jurisdictions gravitate to Bitcoin casinos like ours and play even though they should not.

Bonus abuse. Were very generous of bonuses, we get a lot of bonus abuse. When we identify bonus abuse, we take action and close accounts.

What typically happens is somebody does a cash out, it's above a certain trigger point and we do an ID check. If we find there from a band jurisdiction or there is bonus abuse, we close the account and we withhold winnings.
If there is no bonus abuse, and it's just a case of somebody playing from a band jurisdiction, most often we will withhold winnings, but return the last deposit and close their account.

And this is probably what happened here.

Main message: we do our best to be a great casino to play on, but we have to account for anti-money laundering legislation and gambling legislation. Upshot: we end up with unhappy situations like this

Looking at this person's post, it's the same person who I investigated today
https://lcb.org/onlinecasinobonusforum/player-complaints/oshi-casino-shady-everything-refusing-my-cashout-and-today-disabling-my-account

Upshot: we couldn't verify who was, because the ID card he'd used appeared to be tampered with.
If you read the post, you can see all the detail

Hello I'd like you to please see that lcb applys the 3. Dollar lcb credit because of making the deposit on oshi . Please read the transcript below from one of the most dodegest representative I've ever spoken to

Even after providing screen shots of the promotin the oshi representative wiggeled out of worring about my lcb 3 credit.

Chat transcript
 
L
 
LiveChat
Sun 25/02/2018 12:18 PM
Inbox
 
To:lwfifield@hotmail.com;
 
 
Evernote
 
 
 
 
 
 

 
Chat transcript
 
 
Tell us your name: lokieluke
 
 
 
 
 
 
 
 
 
Support Agent 3
Sun, 02/25/18 11:35:49 am
 
 
 
Hey there, how can I help you?
 
 
 
 
 
 
 
lokieluke
11:36:21 am
 
 
 
Hi I've been trying to speak with someone for days now
 
I did my second deposit and didn't receive the match bonus and free spins.
 
Also I'm a member of LCB and I'm supposed to receive3 dollars lcb credit after my first deposit with oshi and I still haven't received that either.
11:38:24 am
 
 
 
 
 
 
Support Agent 3
11:38:29 am
 
 
 
a min please
 
 
 
 
 
 
 
lokieluke
11:38:45 am
 
 
 
Ok
 
 
 
 
 
 
 
Support Agent 3
11:39:56 am
 
 
 
we are sorry but your deposit is lost
 
 
 
 
 
 
 
lokieluke
11:40:22 am
 
 
 
Pardon
 
How can you lose a deposit that's pretty funny.
11:41:20 am
What about my 3 dollar lcb credit.
11:42:11 am
 
 
 
 
 
 
Support Agent 3
11:43:50 am
 
 
 
25 New Fruit Zen Free spins issued for the second deposit
 
To activate your Free Spins, please open your Profile, then Bonuses tab and click "Activate" button.
 
 
 
 
 
 
 
lokieluke
11:44:48 am
 
 
 
Ok there was a match bonus supposed to be with 2nd deposit aswell which I have not received
 
And I'd really like my lcb 3 dollar credit.
11:45:45 am
I like your casino but so far oshi hasn't made much of a good impression on me
11:46:41 am
 
 
 
 
 
 
Support Agent 3
11:49:05 am
 
 
 
Unfortunately you lost your deposit 10$. For that reason we are not able to add a bonus on your second deposit.
 
We are terribly sorry about your situation.
 
 
 
 
 
 
 
lokieluke
11:50:13 am
 
 
 
Ok fine . Sounds doddgy though. Ok please contact lcb and insure my 3 dollar credit with lcb is applied
 
.
11:51:03 am
 
 
 
 
 
 
Support Agent 3
11:51:48 am
 
 
 
We are sorry but we dont see your deposit 3 Usd
 
 
 
 
 
 
 
lokieluke
11:53:03 am
 
 
 
U have a bonus with latest casino bonus website that members of lcb receive3 dollars lcb credit after making first deposit with oshi.
 
.
 
 
 
 
 
 
 
Support Agent 3
11:54:56 am
 
 
 
Upload please a screenshot where do you see a such promo
 
 
 
 
 
 
 
lokieluke
11:58:10 am
 
 
 
Screenshot_2018-02-25-11-56-47.png
 
Screenshot_2018-02-25-11-57-37.png
 
Screenshot_2018-02-25-11-59-12.png
 
 
 
 
 
 
 
Support Agent 3
11:59:55 am
 
 
 
Sorry, we are not responsible for the information provided by third parties.
 
 
 
 
 
 
 
lokieluke
12:01:06 pm
 
 
 
Ok well u need to send lcb something asking them to apply there promoting because I've made a first deposit
 
.
12:02:13 pm
 
 
 
 
 
 
Support Agent 3
12:03:17 pm
 
 
 
We are really sorry, but we offer only bonuses presented on our official website.
 
 
 
 
 
 
 
lokieluke
12:06:17 pm
 
 
 
Please just send me a transcript of this chat so lcb can apply the bonus
 
.
 
.
 
 
 
 
 
 
 
Support Agent 3
12:11:16 pm
 
 
 
We are sorry but your second deposit was less to claim for a Second deposit bonus. Your deposit must to be at least 15 $.. In this case we issued 25 free spins on Fruit Zen
 
At the moment we see that you played them
 
 
 
 
 
 
 
lokieluke
12:13:44 pm
 
 
 
I'm well I lost those spins. Sorry. Lol
 
 
 
 
 
 
 
Support Agent 3
12:14:20 pm
 
 
 
Sorry, is there anything I can help you with?
 
 
 
 
 
 
 
lokieluke
12:14:59 pm
 
 
 
No thanks
 
.
12:15:04 pm
.
 
 
 
 
 
 

@Luke

in order to claim $3 in LCB chips you need to follow instructions explained on this page ( make sure to watch video guide too ) : https://lcb.org/casinos/participating

Ugh... It looks like there was a communications fail here on our end.

I am sorting all of this out, because.. It's a fail
Sorry about that

Nick
Founder
Oshi

thankn yu ou oshi customer service representative.

im sure this lack of communication was not a deliberate attempt at anoying your newly found customers.  however maybe if things were handled in a more exspediante manner people wouldn't be getting as upset.

i look forward to having this problem resolved so i can make further deposits at oshi as i like the site design. 

Hi Luke, I have emailed you and added 80 free spins to your account.

I've asked one of the team to sort out this admin stuff, so we can make this process work properly from now on.

Anyhow, thanks again for flagging this up

Nick

thanks nick. 

free spins have been graciously accepted and i think we can all understand that from time to time a glitch in the admin process or communications break down may occur. in this instance I'm happy to say that its nice to have a great customer service representative like nick to work threw all the kinks for a great outcome in the end.

now if we can just get lcb to apply the lcb 3 dollar  lcb credit it will be happy little vegemites all round.

The $3 has been credited, as you are aware Luke.

yes was sorted a day or two ago.. Nick mentioned that there was a communication breakdown somewhere in the administration on his end.

Hi friends,

Would appreciate your thoughts on this as it's the first time I've encountered a situation like this. So all casinos I play at, once you move up in VIP status, you dont go back down depending on how active you are. Oshi however, seems to be different. I reached a VIP level where I was receiving weekly cashback, then stopped playing there for a while and have now been quite active again. For the past two weeks I would have thought I'd receive the cashback bonus however when contacting the super NOT FRIENDLY chat support they tell me it is automatic and I would receive if I qualified.

My thoughts are that once you rank up the VIP ladder, it seems unfair to move back down and you will only receive cashback if you deposit so that seems fair to all parties in my eyes?

Haven't had good experiences at oshi lately I must say mainly due to the customer service side 

Hi Marmems1,

Thanks for sharing this with us. We're going to notify the Oshi casino rep and ask him for the clarification on this matter. Could you please provide me with your casino username? 

Thanks Melissa, really appreciate you requesting clarification from the casino and I look forward to their response.

I just PM my username to you. 

Xx

Hi Melissa,

Did you get a response from oshi?

I'm not depositing here until they reply to you

Xx

Hello Marmems1,

We still haven’t received a reply from them. We’ve sent them reminder email.

Thanks Sydney for letting me know.

Very curious to hear what they have to say about it, it's good to know and make others aware of information like this and your work is always appreciated  :)

Hi Marmans, 

I'm not sure exactly what happened with the cashback bonus. We give out a lot of these bonuses and generally there is never a problem.

We have a new VIP manager, Max Klien who will reach out to you so he can sort this out.

Thanks guys for your assistance, however I can confirm I am still not receiving automatic cashback on mondays. 

Because I received a bonus thanks to lcb team communicating with oshi casino, i was quite actively depositing there again however Monday passed and no cashback

Also I never heard from max

Thanks oshi rep & lcb team, appreciate your support  xx

Glad we could help. Have you tried to contact the casino support and ask them about the cashback. We're going to notify Nick as well. 

Thanks melissa. I tried with support agents via chat but they said this bonus is not available to me. Which brings me back to my initial question of how come I was receiving it in the past, and then it just stopped? When you guys looked into it previously I received a bonus of $30 which I thought maybe made up for the previous weeks cashback which I should have but didnt automatically receive?

Is this what you would assume too? Thanks darling x

Hm! It may be one of the assumptions, but we'll check with the casino rep. Maybe they have some technical issues, who knows. Let's wait for Nick's answer. 

Yes, I agree! Better to wait for Nick's reply. Thanks hun

Hi Marmems1, 

I had a look through your account and there seems to been some kind of mixup along the way. Anyhow I have asked Max, our VIP manager to contact you directly so hopefully he'll sort everything out with you.

Nick

hello nick. 

i thought this would be the best way to find some resolve as you were very helpful and very quick to solve the last problem.

ok so i like oshi and ive been making a few more deposits and would like to make more however ive not received any match bonuses on my deposits and also not received any of the free spins with my deposits.  when i contact live chat basically they are rude and refuse to apply match or free spins. 

basically i feel like im beeing disrespected  and treated unfairly. basically i dont think i will make anymore deposits untill the last 3 or 4 deposits that i made have been matched and free spins applied.

thanks in advance nick . i hope to continue to play and deposit with oshi.

from luke

Hi Luke,

Nick is going to be notified. Could you please provide us with your casino username so he can look into your account? 

of course my user name is lokieluke.

thank you. ❕

I replied to Luke via email.

From looking through his account, it seems like the reload bonuses weren't applied because the bonus code wasn't added when deposits were made.

Anyway I've asked Max, our VIP manager to contact Luke so we can sort something out.

Nick

hello nick. 

i tried contacting max via your live help. was informed that I have to email bonus@oshi.io.

ive done that. 

hopefully ill be a happy oshi camper shortly. 

My review about oshi

XIX century online casino, when i 1st tried it, it was ok, by some time, i made some cashouts i got paid fast, continued playing, finally, i was able to win some money ($1600) and i tried to cashout, "ah you can only withdraw 900 because weekly cashout limit is $2500 and you already withdraw this week before" 

so i made as they said, withdraw the 600 and stayed with some in the account, with the money that still was in the account, i continued playing, had some good luck and my balance now is in $6500

tried to cashout some again "your next withdraw of $2.500 will be available on thursday 5th july" 

so if i dont play anymore i must wait almost 3 weeks to can cashout whole balance?

"you are absolutly correct" (support said)

$2500 max cashout per week, when most of the casinos are now with bigger amounts, however, oshi claims to be "innovative", where is the innovation here?

a casino that claims to offer "lightning fast payouts" afterall to can receive must wait 3 weeks like in a not-good / rogue casino? 

not from XXI century and not good thing to do to the players.

Hi bruno234,

We're going to notify the casino rep. 

I'm sorry that Bruno is so unhappy with us, it's odd because I remember flagging him up with our VIP manager asking him to make sure he was well looked after with bonuses. So far he's done well on Oshi, hence the cash out issue and I think he's been paid fully? But I guess you can't please everybody.

On the cash out limits... If you read reviews on us, you'll know that on the whole we are very quick on paying customers their winnings.
Upside: Customers get paid rapidly if they want to cash out
Downside: We are potentially open to player fraud and abuse because on the whole we've chosen to pay out fast.

Since we want players to be paid as quick as possible, the only sensible option we could come up with was to have a relatively low $2500 a week withdrawal limit so we could have some chance of doing due diligence on very big cashouts.

Hello i have a trouble with this casino. I bought a reward troughout LCB on thursday. It was 35 freespins for 2€. 

At this time nothing appears on my account. 

Is it normal? The delay is not 48hours? 

Thank you for your support. 

As far as I can see you requested Oshi shop item on Friday. Please note that weekends are not included in these 48 hours. So you'll get it most probably tomorrow. 

Thank you very much 

Hi I had a loss limit in place and also indicated that I am currently on a cooling period on my other acc but was still allowed to deposit and lose over my loss limit. Username is GeetaD.None of my deposits should have been accepted but I was allowed to deposit over my limit. No assistance was given on chat. Please assist

We're going to notify the casino rep. 

Still awaiting reply

Hello Umeshd,

We've sent them reminder email regarding your issue. Keep you posted.

Does it take two months to get a reply?