The player from Germany had made a €350 deposit at Oshi Casino via SOFORT transfer on December 2nd, but the amount remained in 'Pending' status and had not been credited to his casino account. He had contacted support multiple times, receiving vague and unhelpful responses without a concrete solution or refund. The player was advised to contact his payment provider for an investigation, as the casino's ability to intervene was limited. The complaint had remained open for a month to allow for updates. The issue was later marked as resolved by the player.
Oshi Casino - Player's deposit is delayed and unresolved.
Resolved
Our verdict
Case closed
Amount: €350
Oshi Casino
Safety Index:HighCase summary
Discussion
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Public
1 month ago
Translation
On December 2nd, I made a deposit of €350 at Oshi Casino via SOFORT transfer.
The amount was immediately and verifiably debited from my bank account, but was never credited to my casino account.
Since the deposit, the transaction has been permanently in "Pending" status.
I have contacted Oshi Casino's support four times now and each time received only vague, unhelpful responses. First, I was told to wait 7 days, then 14 days, and then even 20 days. To this day, nothing has changed, and I have not been offered a concrete solution or a refund.
I now feel abandoned and not taken seriously. Despite multiple attempts to contact them and clear evidence (the amount debited), there has been no transparent communication, no binding statement, and no resolution to my case.
I therefore urgently request support and public attention, as this involves €350 of real money that is neither available in my casino account nor has been refunded.
Automatic translation:
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1 month ago
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1 month ago
Dear Shira2311,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.
If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.
I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.
Thank you for your understanding.
Best regards,
Veronika
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1 month ago
Translation
Hello dear Veronika,
Thank you for your feedback.
To be honest, I'm currently unsure how to proceed, as I'm not familiar with these kinds of situations. The €350 deposit was made via instant bank transfer on December 2nd, and the amount was debited from my bank account. My bank statement shows Via Payments UAB as the payment provider.
Since neither the credit to my Oshi Casino account nor a refund to my bank account has been received, I unfortunately do not know what specific steps I should take now.
Could you please explain in more detail,
how I can correctly contact the payment provider
what information or evidence is required,
And is it realistic, in your experience, that the amount will be settled or refunded in this way?
It can't be that I send money to an online bank transfer and it simply disappears.
I have already contacted Oshi Casino's support several times directly, but without receiving a solution, which is why I am currently somewhat at a loss.
I would be very grateful for more detailed instructions on how I should proceed in this situation.
Thank you for your support.
Best regards
Shira
P.S. Would it help you if I provided you with my Oshi username and other documents?
I would like to add that Oshi has solved my problem and credited the €350 at 9:00 AM today; the ticket and the complaint can now be closed.
Edited
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Shira2311,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
