Oshi Casino - Player's winnings are confiscated after bonus dispute.

Hi there, I made a deposit with the casino the bonus was for a 80% bonus promo code: MY80. In the email for the bonus it state the following:

The bonus is available 1 time per 3 days (UTC TZ)

Min. deposit: 30 AUD

Wager: x45

Max. bonus amount: 800 AUD

Bonus T&C apply.

i read the terms and conditions as it stated and in those bonus terms there was no mention of the promo MY80. I also contacted support before I made the deposit and confirmed if there is a max withdrawal for this bonus, and I reconfirm what they stated which was "So as per the terms the max bonus you would get is $800 and there is no max withdrawal? And support stated yes.

with them clarifying this and knowing there was no max win as it even stated there wasn’t in that promo email I made my deposit, I then met all my wager. In playing I ended up winning a $20,000 bonus. Which I was so happy about. Once I then go to withdraw the money, the casino proceeds to confiscate ALL my wins except $500, and they proceeded to by sending an email advising "We have to inform you that the bonus you've been playing with has the maximum win amount. According to our bonus terms, your balance has been corrected due to the maximum win amount’

I contacted them as I was so angry and so upset they took my winnings, and I showed them proof of my conversation with support to advise I confirmed with them, I also sent them photos of the promo email and their bonus terms, and showed them how no where it stated that bonus has a max win limit. The casino refused to acknowledge anything I am showing them or have provided to them, and they are ignoring my emails and not responding as they keep saying it has a max win limit. However when you ask them to prove this so you can see it and be aware they don’t sent you it.

I understand if there is a max win limit and I always check to see if there is. However it was not stated anywhere it had one or in the email. And I want to do something so I can get my winnings from them. Is there someone who can help me? As they are just blanket ignoring me.

Dear Smilii7,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the casino regarding your withdrawal.

To better understand your situation and to assist you effectively, could you please provide answers to the following questions:

• Can you confirm the exact date when you made your deposit and claimed the bonus?
• Could you please advise how much you deposited in order to activate this bonus?

Your cooperation in providing these details will help us investigate and work towards a resolution. If you have any other relevant communication or documents, please feel free to forward them to kristina.s@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Hi Kristina,

thank you for getting back to me and for your assistance. In regards to your questions:

1. The deposit was made 23 MAR 2025, 19:24pm
2. it was for $45

Thank you for your reply, Smilii7. I checked the general Bonus T&Cs and I found this:

Maximum winnings from any deposit bonus (except for Welcome Package Bonuses) is x15 from bonus amount, unless otherwise specified in the individual promotions terms and conditions. The rule is also applied to all e-mail and telegram promotions.

I believe your winnings were capped in accordance with this rule. I understand that the casino support provided inaccurate information. Ideally, all support agents should be knowledgeable about all rules pertaining to bonuses, but at the same time we must acknowledge that human error can occur, and it does not imply that bonus rules cease to exist.

Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common.

I can only recommend that you always check all the specific and general Bonus T&Cs before you activate any bonuses, to avoid similar situations in the future.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.