Oshi Casino - Player's withdrawal is delayed and transactions are missing.

I made a $50 Apple Pay deposit on 16/1/26 I then made a withdrawal of $900 on 17/1/26 but was rejected as had not completed play thru then when I had, I made another $800 withdrawal on 18/1/26 which is still pending. The first few days they were saying I was in a que but they needed to do some checks on my account I completed my KYC so couldn’t understand what problem was. Then after about a week they asked me to get a ARN number from my bank as prove of my deposit to them on the 16/1/26 I had never been asked for that before and just sent them a recent transaction report from my bank as that is what I always use but they wouldn’t except that and insisted I ask bank for ARN number for that transaction. So I called bank to try get the ARN number BUT for some strange reason that transaction was missing i also made another $50 deposit on the 18/1 PO after I withdrew the $800 and that transaction was also missing from my bank account! No idea how that can happen! So I went back to casino and told them my situation that I had tried but as that transaction is missing I could not get a ARN number for it. But as they have transaction details for that deposit that they could get ARN number from there end. Because apparently that’s what a ARN number is used for to track a transaction / refund usually that’s got lost in the system, and either party can ask for ARN NUMBER. Anyway I sent that email to them 3 days ago but still no reply. But strange that they asking for ARN it’s like they knew that transaction would be missing! I hope you can help me wth is as it’s driving me crazy! Nothing makes sense.

While my bank investigates my missing transactions. So all very strange I have never had transactions go missing from my account I didn’t think that was possible! Also weird that they asking for ARN number as proof of deposit, it’s like they knew that transaction wasn’t going to be there but I made the deposit it was accepted I played it and won. Anyway hopefully you can help me get to the bottom of this because it’s all to weird nothing makes sense oh and I made another deposit yest hoping that will help me find 2 missing deposits as it will take me to all similar deposits once it is processed tomor

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.

• Can you see the deposits you made to this casino reflected in your bank statement or in any official Apple Pay transaction records?
• Is there any possibility that these transactions were cancelled or reversed before they were fully completed?

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

Best regards

Veronika

Hi Veronika

No this is what’s so weird about this there is no record of the transaction in my recent transaction statement or and the second deposit I made is also missing! The only record of the transaction is Oshi casino in recent transactions and states accepted (I sent you a screenshot of that) that’s why my bank told me to ask them for a ARN number.

And no it wasn’t canceled or reversed it was my first deposit it went into my account straight away and I started playing straight away.

So very strange that the transaction is missing from my bank records but then after I was verified the next thing they asked

me for was an ARN number from my bank as proof of deposit I made to them on 16/1 and just so happens that’s what you need to get to locate a lost transaction! But at that stage I didn’t even know that the transaction was missing!! I’ve never been asked for an ANR number ever! I just sent a recent transaction statement as I always do but they insisted ANR was needed so next day I tried to get one and was only then that I realised that that transaction was missing from bank transactions

Hi just letting you know Oshi sent me an email today saying they did get the ARN number and sent it to me as requested!

I replied not sure why you sent it to me! You asked me to get ARN number! So now you have one can you please process my withdrawal.

so fingers crossed they will, and hopefully soon 🙏🤞

Hi Veronika I just went on live chat to get update…. So it’s been nearly 4 wks now because they needed an ARN number for my deposit transaction on the 16/1! Iv been telling them for last 2 weeks I can’t find the transactions to get an ARN number! But they can so yest they finally said they have the ARN number. So I said great now you have it can you process my withdrawal. But just got email saying here is ARN number you take it to bank and track the transaction so I did but it says no results! So obviously they haven’t given me the correct number. Because the bank wouldn’t provide an ARN number if it didn’t lead to a successfully processed transaction. Clearly they are trying anything to not pay me! Fact is they said they needed an ARN number as proof of deposit they have got that now. I don’t need to track the transaction I know I made the deposit and they do too, how else did I win 800 if I didn’t make a deposit! Fact is if they have an ARN number that is proof of the transaction so surely now they have to process my withdrawal because this is crazy and so frustrating.

Hi I’m just letting you know I sent them another email regarding ARN number.

ill send it thru now.

Thank you for the update, and I understand how frustrating and confusing this situation must feel. At this stage, we need to clarify a few key points to understand where the issue may be occurring:

Were the two $50 amounts ever deducted from your available bank balance, even temporarily, or did your balance remain unchanged?

Please ask your bank to provide written confirmation stating:

• Whether a $50 transaction to Oshi Casino was processed on 16/1/26
• Whether a $50 transaction was processed on 18/1/26
• Whether any transaction was declined, reversed, or failed in settlement

This is very important because if the transaction never settled on the banking network level, the casino may be investigating a settlement issue rather than the withdrawal itself.

Regarding the ARN number — you are correct that ARN is typically used for tracking card transactions or refunds. However, it is not a standard requirement for processing a withdrawal unless there is a payment verification or settlement concern. Once we receive the clarification above, we will be in a much stronger position to approach the casino with specific arguments.

I understand that the situation feels strange, but before concluding that the casino is avoiding payment, we need to establish whether this is a banking-side settlement issue or a verification procedure.

I understand what you are saying but fact is they said they needed an ANR number as proof of the deposit i made on the 16/1 and they have that now and they would not be given an ANR number if i didnt make that deposit! You cant get any more proof of a transaction than a ANR number! And that is what they wanted and now they have it. Them now turning it around asking me to take it to my bank is just wasting more time when they have proof of the deposit. I don’t need proof of the deposit I know I made the deposit they also know I made the deposit how else did I play and win $800 if I didn’t make the deposit! It also says on my Oshi account transaction history that I made a $50 Apple Pay deposit approved on 16/1 and now they have an ANR for that transaction. Only reason they asking me to take it to bank is because I said I can’t find the transaction in my bank account but that is nothing to do with them as they have the proof they needed so surely now they should process my withdrawal?

Dear Neat66

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Neat66,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

In the meantime, please provide me with written confirmation stating:

• Whether a $50 transaction to Oshi Casino was processed on 16/1/26
• Whether a $50 transaction was processed on 18/1/26
• Whether any transaction was declined, reversed, or failed in settlement

at michal.k@casino.guru, for an independent review, as you have not yet provided this documentation to us.

We would like to invite Oshi Casino to join the conversation.

Dear Oshi Casino,

I would appreciate your clarification regarding the issue with the player's deposit. If the deposit did not successfully reach you, why was it reflected in the player's account, and how come the player was able to play with these funds too? Does the ANR number you provided the player belong specifically to the deposit transaction, or is this just a transaction that should/could belong to the player's deposit?

Any further clarification you can provide will be appreciated.

Should there be any factors influencing the situation that cannot be shared publicly, please feel free to share them directly with me at michal.k@casino.guru.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Michal I have sent you a few emails not sure if you have seen them but here is an update the reason I can’t find the deposit transaction in my bank account is because they Oshi didn’t process it and ARN number they gave me to take to me bank was just a number that related to a visa account that had nothing to do with me as mine was a Mastercard not visa. And seems this is a tact that some casinos use when trying to get out of paying a withdrawal. Not processing the deposit and then sending me on a wild goose chase trying to find proof of a deposit knowing I won’t find it because they didn’t process it. Anyway I didn’t get to the bank in time for them to write it all up on Friday so I have to go back tue morning because Mon is a public holiday. And as soon as I do I will upload it for all to see.

Dear Neat66,

Thank you for your emails. I have reviewed them and provided my response accordingly. I am still awaiting a reply from Oshi Casino regarding my inquiries and I hope to hear from them soon. Thank you for your patience during this process.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Neat66,

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,

Michal

Casino Guru