Oshi Casino - Withdrawal of player's winnings has been delayed.

Complaint Against Oshi Casino – Winnings Confiscated After Bonus Was Completed

I am submitting this complaint because I believe my winnings were confiscated incorrectly.

Timeline of events:

I made a deposit and received a 75% deposit match bonus and 50 free spins.

I completed the wagering requirements for my deposit bonus.

I then used the 50 free spins.

During the free spins bonus, I won approximately €650.

The casino applied the free spins maximum cashout rule and reduced my balance to €200, which I accepted.

I then completed the wagering requirements on the €200. At approximately 8:00 AM, my bonus was shown as completed. I have screenshots proving this.

After the bonus was fully completed, the €200 became my real balance. There was no active bonus remaining.

I continued playing with my real balance of €200 and increased it to approximately €3,300.

I requested a withdrawal.

The casino rejected my withdrawal and confiscated my winnings, claiming I had not completed the wagering requirements and that the free spins maximum cashout still applied.

I disagree with this decision because the maximum cashout had already been applied when my balance was reduced to €200. I then completed all wagering requirements, after which the bonus ended. My later winnings were achieved using my real-money balance after the bonus had been completed.

I have screenshots showing:

The bonus was completed at approximately 8:00 AM.

The balance after the maximum cashout was €200.

My balance increasing to approximately €3,300 after the bonus ended.

The withdrawal request.

The casino’s rejection.

I respectfully request an independent review of my case and ask the casino to explain which specific term allows them to confiscate winnings earned after the bonus had already been completed and converted into a real-money balance.

I would also like to point out that the casino had already enforced the free spins maximum cashout by removing approximately €450 from my winnings and leaving me with €200. I accepted this decision and continued to complete the wagering requirements on the remaining €200.

According to my screenshots, the wagering was successfully completed at approximately 8:00 AM, and the bonus ended. The casino can verify this from my account history, bonus history, and game logs. Only after the bonus was completed did I continue playing and increase my balance to approximately €3,300.

I therefore do not understand how the casino can later claim that the wagering requirements were not completed. If that is their position, I ask them to provide the exact timestamp, bonus history, and game history showing how this conclusion was reached. My screenshots indicate the opposite.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Neddyyy16,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Complaint Summary

I respectfully request an independent review of this case because I believe my winnings were confiscated incorrectly.

I fully understand and accept that the free spins promotion had a maximum cashout limit. I am not disputing that rule.

Here is what happened:

I made a qualifying deposit and received a 75% deposit match and 50 free spins.

After playing the free spins, I won approximately €650.

The casino then correctly applied the maximum cashout rule and deducted approximately €450, leaving me with €200. I accepted this deduction without dispute.

I then completed the wagering requirements on the remaining €200. At approximately 8:00 AM, the bonus was shown as completed. I have screenshots confirming this.

Once the wagering was completed, I continued playing with the €200 balance and increased it to approximately €3,300.

I submitted a withdrawal request.

Only after my withdrawal request was the casino rejected my winnings, claiming that the bonus had not been completed and limiting my balance back to €200.

My concern is that these events appear to contradict each other.

If the bonus had not been completed, why did the casino:

Apply the maximum cashout and leave me with €200?

Mark the bonus as completed?

Allow me to continue playing for hours without any active bonus restriction?

Only raise this issue after I requested a withdrawal?

I am asking Casino Guru to request the casino’s internal records, including:

Bonus history.

Bonus completion timestamp.

Wagering progress and completion logs.

Balance history.

Game history after the bonus ended.

The exact rule relied upon to confiscate winnings earned after the bonus was marked as completed.

I believe these records will clearly show whether the €200 became my real-money balance after the wagering requirements were completed.

I am not asking for special treatment. I am only asking for a fair review based on the casino’s own records and the screenshots I have provided.

"The casino had already enforced the maximum cashout and completed the bonus before I won the €3,300. I am asking Casino Guru to verify the bonus completion time, balance history, and game logs to determine whether my later winnings were made after the bonus had ended."

Complaint Against Oshi Casino – Winnings Confiscated After Bonus Completion

I am requesting an independent review of my case because I believe my winnings were confiscated incorrectly.

I would like to make clear that I am not disputing the maximum cashout rule on the free spins. I accepted that rule when the casino applied it.

The timeline of events is as follows:

I made a deposit and received a 75% deposit match bonus and 50 free spins.

I completed the required wagering.

I played the free spins and won approximately €650.

The casino applied the free spins maximum cashout limit and reduced my balance by approximately €450, leaving me with €200.

I accepted this outcome.

I then completed the remaining wagering requirements. At approximately 8:00 AM, the bonus was completed by the casino system and my balance showed as a real cash balance of €200.

After the bonus was fully completed and there was no active bonus remaining, I continued playing with my real balance.

I increased my €200 real balance to approximately €3,300.

I requested a withdrawal.

The casino rejected my withdrawal and confiscated my winnings, claiming that the wagering requirements had not been completed and that the free spins maximum cashout still applied.

My concern is that the casino’s decision contradicts the account history. The maximum cashout had already been applied, the wagering was completed, and the system allowed me to continue playing with what was shown as real money.

I respectfully ask Casino Guru to request the casino’s internal records and verify:

The exact time the bonus was completed.

The wagering completion logs.

The balance history showing the €200 real balance.

The game history after the bonus ended.

The specific bonus term that allows winnings earned after bonus completion to be confiscated.

I have screenshots showing the bonus completion, balance changes, and withdrawal issue. The casino should be able to confirm these events through their own system records.

I am only asking for a fair review based on the evidence and the casino’s own transaction and game logs.

"The cap was already applied. The wagering was completed. The system removed the bonus status and left me with €200 real balance. I then played with real money and won €3,300. The casino cannot later treat that play as if the bonus was still active."

"Please explain why my account showed the bonus as completed and allowed me to play with a cash balance, then later treated those same bets as bonus play."

"I accept the €200 maximum cashout rule. My dispute is that the cap was already applied and the bonus was marked completed before I played further. Please verify the timestamps and balance history

The strongest part of your case is not the €200 cap — you are saying you accepted the cap. Your argument is that:

The bonus wagering was completed.

The system applied the cap and left you with €200.

The bonus showed as completed.

You then played with that €200 and won the €3,300.

The casino later treated those winnings as if the bonus was still active.

If the casino’s own logs confirm that sequence, it would strengthen your case significantly.

"After the max cashout was applied, I had exactly €200 in my raw cash balance, ready to withdraw, with the bonus fully completed and no active bonus visible in the account. The system treated it as normal money. I continued playing on that basis."

Summary of dispute:

You received a deposit bonus with free spins.

You won around €35 from the free spins and built the balance up to approximately €1,100 while completing the bonus wagering.

You completed the wagering requirement.

You have a screenshot showing "wagering complete" at around 8:00 AM.

After completion, Oshi Casino applied the maximum cashout rule and removed the excess amount, leaving you with €200.

You say that after this point:

the bonus was no longer active,

there were no bonus funds remaining,

the €200 was your raw cash/real balance,

and it was available to withdraw.

You then played using that €200 cash balance and won further winnings.

Oshi Casino later confiscated those winnings, saying the bonus was still active and the €200 maximum cashout applied

I respectfully request an independent review of this matter.

I am not asking for the original bonus terms to be ignored. I accept the €200 maximum cashout rule. My concern is that the wagering requirement was completed, the bonus was removed, and my remaining €200 balance was shown as real cash with no active bonus.

I ask that Oshi Casino provide the relevant account logs showing:

the exact wagering completion time,

the bonus status after completion,

the balance classification after the €200 adjustment,

and the game history after completion.

If the account records confirm that my later winnings were generated after the bonus had ended, I believe those winnings should be considered valid.

Thank you for reviewing my case.

I would also like the exact account logs showing the moment the bonus balance was converted/adjusted.

Please provide:

The exact timestamp when the wagering requirement was completed.

The exact timestamp when the excess amount was removed under the maximum cashout rule.

The transaction or balance adjustment showing the remaining €200.

The status of that €200 balance after the adjustment (cash balance or bonus balance).

Confirmation of whether any bonus or wagering requirement remained active after this point.

My understanding from my account was that the bonus had ended, the excess amount had already been removed, and the remaining €200 was available as withdrawable cash. I would like this verified using the account records.

There was no remaining bonus balance after the wagering requirement was completed. The original free spins bonus had been settled, the excess amount had been removed, and the remaining €200 was shown as cash balance. I request confirmation from the casino logs of the balance classification at that time.

"After completing the wagering requirement, I checked my account and there was no active bonus displayed anywhere. My balance was shown as normal cash. I continued playing based on the status displayed by the casino."

"The bonus rules were already applied. The cap was already enforced. I accepted the €200 and played with what my account showed as cash."

"After the bonus wagering was completed and the maximum cashout adjustment was applied, the remaining €200 was assigned to my real cash balance. The bonus balance showed no remaining funds and no active bonus. I then played using the real cash balance displayed by the casino

im sorry I’m sending slot of messages I’m panicking it’s a lot of money I’m scared please help me

I accepted the bonus and made my decisions based on the published bonus terms and conditions provided by the casino.

I followed the stated rules, completed the wagering requirement, and accepted the maximum win adjustment that was clearly stated in the terms. After the adjustment was applied, my balance was reduced and the remaining €200 was shown in my real cash balance. There was no visible active bonus or remaining wagering requirement on my account.

My dispute is not about the original €200 maximum win rule. I accepted that rule and complied with it.

My concern is that the casino later applied an additional restriction, stating that after the maximum win adjustment I was required to withdraw immediately and that any future winnings would still be treated as bonus winnings. I have reviewed the bonus terms and conditions, and I cannot find any clause clearly stating that this restriction applies after wagering has been completed and the balance has been converted/displayed as real cash.

If this rule had been clearly stated in the bonus terms, I would have withdrawn the remaining €200 immediately. However, I relied on the terms provided to me and the way my account displayed the balance.

I respectfully request that the casino provide:

the exact bonus term that states the balance remains linked to the bonus after wagering completion and maximum win adjustment;

the account logs showing the bonus settlement, balance adjustment, and classification of the remaining €200;

confirmation of why the account displayed the funds as real cash if bonus restrictions were still active.

I believe I acted in accordance with the published terms and request a fair review based on the written rules and account records.

I also have video evidence showing the bonus terms and conditions that were available to me, including the specific terms for the second deposit bonus.

This recording shows the information that was provided when I accepted the bonus. I am happy to provide this evidence so the wording of the terms can be reviewed directly.

My position remains that I followed the published bonus terms that were available to me. If the casino relies on an additional restriction after wagering completion and after the maximum win adjustment, I request that they identify where this restriction was clearly stated in the terms I agreed to.

I would also like to point out that if this restriction had been clearly explained in the bonus terms, I would not have continued playing with the remaining balance.

After the maximum win adjustment was applied, I believed the bonus had been completed because the wagering requirement was finished, the bonus was no longer showing as active, and the remaining €200 was displayed as real cash balance.

There would have been no reason for me to continue playing if I had known that any future winnings would still be treated as bonus winnings and subject to the same maximum win restriction. I acted based on the information shown on my account and the published terms available to me.

The casino has no contractual basis for confiscating my €3,100. I have reviewed the full Bonus Terms and Conditions meticulously. There is no clause outlining a maximum win cap or conversion limit for this bonus. The terms explicitly state that winnings become available for withdrawal after meeting wagering requirements, and that bonuses are non-sticky. I fulfilled the wagering requirements perfectly while strictly keeping my bets at €1 (well below the €5 limit). The casino is inventing non-existent rules to avoid paying out a legitimate win."

The casino is completely contradicting itself by offering four different, rotating excuses. This proves they have no legitimate contractual ground to hold my €3,100:

Regarding 'Maximum Win Limit': As proven by the full Bonus Terms and Conditions I submitted, no such cap or limit is written anywhere in their promotional text. A hidden, unwritten rule cannot be legally enforced against a player.

Regarding 'Funds Still Linked to the Bonus': The casino's own automated system finalized the bonus, applied its own deduction, and placed a clean €200 into my cash balance. Their terms explicitly state that bonuses are 'non-sticky' and that funds become withdrawable after wagering. You cannot classify funds as restriction-free cash in the account interface and then retroactively claim they are still restricted bonus funds. [1]

& 4. Regarding 'Bonus Abuse' and 'Dishonest Winnings': This is a malicious, baseless accusation. My entire game history proves my maximum bet during the active bonus period was strictly €1 (well below their €5 limit). I used one single account, exploited no bugs, and followed every visible rule to the letter. Shifting the blame to vague 'abuse' clauses simply because I won with my own cash balance is predatory.

I request the mediator to compel the casino to provide the exact written clause showing this specific cap, alongside my unedited gameplay logs to prove no rules were broken."

"I want to inform the mediator that I have full, timestamped screenshots of every single one of these four excuses provided by the casino support team. They are throwing contradictory arguments at the wall because they realize their system interface and published terms do not support their actions. I am ready to upload these chat and email screenshots directly to the mediator to prove the casino is acting in bad faith."

"The casino's logic is entirely flawed and predatory. A casino cannot apply a maximum win restriction twice. The system already finalized the bonus, stated 'Wager Done and Completed,' and executed the maximum win adjustment by taking €450. The remaining €200 was delivered to me as an unrestricted cash balance. Any subsequent play was cash play. Confiscating my €3,100 win after the bonus contract was already closed and settled is a direct attempt to steal legitimate cash winnings." [1]

Thank you for the explanation.

To better understand what happened, I would appreciate it if you could clarify the following:

• Could you please confirm whether your casino account balance was separated into real money and bonus money balances?
• When you continued playing, was the balance you were using displayed as withdrawable/real money, or was it shown as part of your bonus balance?
• You mentioned that your balance reached 3,300. Approximately what time did you reach this amount? Please provide a screenshot of your game history or betting history showing this balance, if available.
• At what time did you submit the withdrawal request that was later rejected?

Also, I kindly ask that you avoid posting multiple consecutive messages or repeating the same information. While I understand your frustration, excessive messages can make it more difficult to review the case, identify key details, and keep the complaint organized. Providing all relevant information and evidence in a single, structured reply helps us assess the situation more efficiently and increases the likelihood of a timely resolution.

Hello,

Thank you for your reply.

Please find my answers below.

1. Was my balance separated into real money and bonus money?

During the bonus wagering, the balance was connected to the active bonus. However, after I completed the wagering requirement, the casino automatically applied the maximum win rule.

At approximately 07:51 UTC, my balance was approximately €650. The casino then deducted approximately €450, leaving €200 in my account. From that point, the bonus had been completed and the €200 was displayed as withdrawable. I understood this to mean that the wagering had ended and that I was now playing with my available balance.

2. Was the balance shown as withdrawable or as bonus money?

It was shown as withdrawable. It was not displayed to me as an active bonus balance.

This is one of the main reasons for my complaint. If the remaining €200 was still considered bonus funds, I would reasonably have expected this to be clearly stated in the published Bonus Terms and Conditions or clearly displayed in my account before I continued playing.

3. Approximately when did my balance reach €3,300?

It was later the same day, after I had continued playing with the €200 withdrawable balance.

Unfortunately, I do not currently have a screenshot showing the exact €3,300 balance because I believed everything was normal at the time and had no reason to expect the winnings would later be confiscated. However, the casino’s complete betting history and account logs will show every wager, every balance change, and the exact time the balance reached approximately €3,300.

4. When did I submit my withdrawal request?

I submitted my withdrawal request shortly after reaching the final balance. The exact timestamp can also be confirmed from the casino’s withdrawal history and account logs.

I would also like to clarify the main issue in this complaint.

I am not disputing the €200 maximum win rule. The casino already applied that rule once when it reduced my balance from approximately €650 to €200 at around 07:51 UTC.

My complaint concerns what happened after that adjustment.

I carefully read the published Bonus Terms and Conditions before playing and relied on those published rules. I kept my bonus bets between approximately €0.20 and €1.00, used only one account, did not manipulate wagering, did not exploit any bugs, and did not engage in any of the examples of bonus abuse listed in the terms.

After reviewing the Bonus Terms and Conditions again, I cannot find a clause stating that after the wagering requirement has been completed, after the maximum win cap has already been applied, and after the remaining balance is shown as withdrawable, that remaining balance continues to be treated as bonus funds and that any future winnings from it may also be confiscated.

If such a rule had been clearly stated, or if I had been informed before continuing to play, I would have withdrawn the €200 immediately. It would make no sense for me to continue playing if I knew that any future winnings would also be confiscated.

For this reason, I respectfully ask that the complaint be decided based on:

The published Bonus Terms and Conditions;

The exact wagering completion time;

The bonus status history;

The balance history showing the €650 to €200 adjustment;

My complete betting history;

My withdrawal history; and

The complete internal account logs.

I believe these records will objectively establish the sequence of events and clarify whether the published terms clearly informed me that the remaining €200 would continue to be treated as bonus funds after the wagering requirement had already been completed.

Thank you for your time and assistance.

To clarify, the winnings of approximately €3,300 were not won while the bonus wagering was still active. They were won after the wagering requirement had been completed and after the casino had already applied the €200 maximum win rule by removing approximately €450 from my balance. Following that adjustment, €200 remained in my account and was displayed as withdrawable. It was from that remaining balance that I continued playing."

I would also like to clarify the main issue in my complaint.

I have already accepted the first application of the €200 maximum win rule.

After I completed the wagering requirement, my balance was approximately €650. At approximately 07:51 UTC, the casino applied the maximum win rule, removed approximately €450, and left €200 in my account, which was displayed as withdrawable.

I accepted that decision and continued playing with what I understood to be my remaining withdrawable balance. From that €200, I later won approximately €3,300.

My question is simple:

On what contractual basis was the balance capped a second time?

The casino has stated that "the winnings from the bonus money are still considered bonus money." However, after carefully reading the published Bonus Terms and Conditions, I cannot find any clause stating that after the wagering requirement has been completed, after the maximum win cap has already been applied, and after the remaining balance is displayed as withdrawable, that balance continues to remain tied to the bonus and that any future winnings from it may also be confiscated.

If such a rule had been clearly stated in the published Bonus Terms and Conditions, I would have withdrawn the €200 immediately. It would make no sense for me to continue playing if I knew that any future winnings would also be confiscated.

For this reason, I respectfully ask that the complaint be assessed based on the published Bonus Terms and Conditions together with the casino’s account logs, which will show the exact wagering completion time, the application of the first €200 cap, the balance history, and all subsequent gameplay.

Hello can you reply thanks immediately

This is the casinos final deadlock letter

Can you issue a response and take this case seriously please if you’d responded I wouldn’t have to message every time it’s been a week since you last replied

Dear Neddyyy16,

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, Igor, (igor.p@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,

Jean

Dear Neddyyy16,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Oshi Casino and I hope that together we will come to a successful resolution of your issue.

As my colleague mentioned previously, I would like to ask you to reply only to specific questions or share the necessary information.

Writing long messages without any added value makes the thread less clear and actually makes my work more difficult.

Additionally, I would like to ask you to remain respectful toward all parties involved.

If this behaviour continues, I will unfortunately have to reject and close this complaint.

Now I would like to invite a Oshi Casino representative to join this conversation and participate in resolving this complaint.

Dear Oshi Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

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.

"Hey Igor, just checking in on the Oshi Casino complaint (neddyyy16). Their response deadline is approaching, and since my case relies on clear system logs showing the bonus was successfully completed and converted to real cash before the winnings were made, I want to make sure Oshi's management has been fully alerted. Please ensure they are notified so this doesn't slip through the cracks—thanks for your help!"

Hi Dear Player and Guru Casino Team!

Thank you for bringing this to our attention. We have forwarded your complaint to our management team for review.

Best wishes,

Oshi casino team

Hi Dear player and Casino Guru team.

The confiscation of the player's winnings under the maximum win rule is justified based on the applicable bonus terms:

"The maximum winning from deposit bonuses free spins is 200 EUR/USD; 300 AUD/CAD/NZD; 20,000 RUB; 2,000 NOK; 1,600 CNY, 1,000 PLN; 4,000 ZAR; 18,000 INR; 0.0026 BTC; 0.4 BCH; 0.08 ETH; 3 LTC; 1680 DOG; 200 USDT; 0.34 BNB; 594 ADA; 800 TRX; 114 XRP."

The customer's subsequent winnings were generated directly from funds derived from the free spins bonus. Completing the wagering requirement does not void the maximum win restriction; the cap remains active on those specific funds until a withdrawal is executed. The fact that the casino interface no longer displays an active bonus does not override the agreed terms, as players are responsible for adhering to the conditions they accepted.

Best wishes,

Oshi casino team

"Thank you for the response, but this explanation is incorrect and contradicts standard fair gambling practices.

When the wagering requirement was completed, your system recognized that the bonus was finished, applied the 200 EUR max win cap, and converted those funds into my real cash balance. Once a bonus is fully wagered, capped, and converted into real cash, and the bonus tracker is removed by the system, subsequent bets are played with real money, not bonus funds

If Oshi Casino's policy is that a max win cap permanently restricts all future gameplay indefinitely until a withdrawal is made, this must be explicitly and unambiguously stated in the terms-specifically, that real money won from a cleared bonus cannot be played normally. Furthermore, if the system allows a player to continue playing without an active bonus or restriction notice, the player cannot be penalized retrospectively for playing with their converted balance.

I ask the mediator to review whether Oshi's terms actually state that a converted real-money balance remains legally bound by a bonus cap forever, or if this is an arbitrary confiscation of legitimate real-money winnings."

"Thank you for the response. I ask the mediator to thoroughly investigate Oshi's bonus terms & conditions, alongside the exact system logs and timestamps of when the bonus wagering was completed, converted, and when the subsequent bets were placed.

Once a bonus is cleared, capped, and converted to real cash by the system, a max win cap cannot retroactively apply to subsequent real-money play unless explicitly stated. I request the casino to provide these logs for

Kind regards

[redacted by Casino Guru]

If the casino's terms truly dictated that all subsequent play derived from bonus winnings remains perpetually capped, it would make playing completely nonsensical. No rational player would ever continue playing or depositing on the site once a bonus is cleared, as any future entertainment or wins would automatically be confiscated. This predatory interpretation creates an unfair trap that defies basic common sense and strips the player of all agency

and sorry for messaging a lot or causing hassle or trouble thanks

Dear Oshi Casino,

In order to better understand the overall nature of this matter, please clarify the following:

Was the player informed about this restriction in any other way, apart from the mention of the bonus terms?

Was there any further indication that this restriction remained active even after the wagering was completed?

And, in such cases, is the balance divided into money that is tied to bonus rules and real money that is free to use in any way?

Thank you in advance for your cooperation.

To clarify the questions raised by the analyst:

Was I informed about the restriction apart from the bonus terms?

No. At no point-neither before, during, nor after completing the wagering —was I ever informed, warned, or notified that any maximum win or cashout restriction would continue to apply once the bonus was converted.

Was there any further indication that the restriction remained active after wagering was completed?

No indication whatsoever. The automated system allowed me to continue playing normally for 8 hours post-wagering without any active warnings, pop-ups, or system blocks indicating that my funds were still under bonus rules.

Is the balance divided into bonus rules and real money?

Once the wagering rauirements were met, the system automi / processed the

completion (deductina the excess cap and

leaving my balance). From that moment on, the balance was treated as a single unified cash balance while I played, with no visible split or indication that parts of it were permanently "tied" to expired bonus rules.

To clarify the exact details of how the deposit and free spins worked:

Source of the bonus: This was not a standalone no-deposit bonus. It came directly as part of my second deposit offer, which was a 75% deposit match and 100 free spins.

Where the win came from: I won the money using the first batch of those promotional free spins tied to my deposit.

The second deposit offer: I received a second batch of spins/offers afterward, but I deliberately chose not to play them out of fear of triggering another bad-faith restriction or issue with the casino.

Response to the Analyst's Questions:

Was I informed about any ongoing restrictions apart from the bonus terms?

No. At no point was I notified that restrictions would persist indefinitely after wagering completion.

Was there any indication the restriction remained active?

No. The casino's automated system handled the completion properly by capping the winnings according to their terms (deducting the $450 excess and leaving the $200 result). Once the automated systemsettled this, the balance was treated as standard real money with no active system warnings or restrictions during my subsequent play.

Source of the promotion: This was part of my official second deposit bonus package (match bonus + free spins), fully covered under the casino's Welcome Bonus terms.

Regarding the terms: Oshi's terms outline specific maximum win caps for deposit free spins (e.g., 200 EUR/USD) and state that winnings become available after meeting wagering requirements. The system correctly applied this cap automatically upon completion. There is zero clause in their terms stating that bonus rules or max-bet limits remain attached to a player's real funds forever after the system successfully converts the balance.

thank you very much igor and sorry for the messages once again

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.

"To clarify the exact details: this was from a second deposit offer consisting of a 75% match bonus and 100 free spins (split into 50 spins per day). It was played entirely using bonus funds until the wagering completed and conversion happened at 8:00 AM, where the automated system properly settled the initial cap by deducting the €450 excess and leaving me with €200 of clean, withdrawable raw cash. I then played normally for 7 hours until a human manually intervened and confiscated my winnings at 3:00 PM, without any prior warning or notification that a restriction was supposedly still active."

Kind regards

[redacted by Casino Guru]

 The 7-Hour Timeline: "Following this, the account was played normally for 7 hours without any system warnings or notifications. It was only at 3:00 PM that a manual intervention occurred, resulting in the cancellation of the withdrawal and the confiscation of the winnings. Ironically, it was only after confiscating my funds and cancelling my withdrawal that they left me with the €200 and sent an email explaining their reasoning."

 The Terms and Conditions: "Furthermore, this appears to be an unwritten rule. I thoroughly reviewed the general terms and conditions, bonus terms, and the specific second deposit terms prior to depositing, and no such rule is stated anywhere in their documentation. As players are expected to strictly adhere to the published terms, enforcing a rule that cannot be found within them is entirely unjustifiable."

Furthermore, this is entirely a phantom rule they are pulling out after the fact. I thoroughly checked their general Terms and Conditions, Bonus Terms and Conditions, and the specific Second Deposit Terms and Conditions before depositing, and such a rule simply does not exist anywhere in their terms. As a player, I am strictly required to adhere to their rules, but a rule that cannot be found anywhere in writing is invalid.

and apologies for the inconvenience and a lot of messages thank you for your time Oshi and Igor

Hi Dear Player and Guru Casino Team!

We have checked the case. The player was informed on July 18 that any winnings generated from continuing to play after the maximum cashout has been reached are not eligible for withdrawal and will be removed in accordance with the promotional terms.

Best wishes,

Oshi casino team

"Thank you for the response, but this email screenshot actually highlights the exact issue.

This email was sent to me after the fact to justify an action that had already been taken.

At no point before or during those 7 hours of uninterrupted play did the system block me, warn me, or notify me that continuing to play with the converted balance was prohibited.

Furthermore, as previously stated, this specific rule regarding 'winnings generated from continuing to play after the maximum cashout' is completely absent from the written general, bonus, and second deposit terms and conditions that I reviewed prior to depositing. Sending an explanatory email after confiscating funds does not replace an actual, published term in the T&Cs."

Dear Oshi Casino,

Thank you for the screenshot. It appears to show an explanation sent on July 18, while the disputed gameplay and withdrawals occurred on July 15. It therefore does not establish that the player was informed of this continuing restriction before playing further.

Please provide:

1. the dated/versioned promotional terms applicable when the player accepted the offer, showing where the €200 cap remained effective after wagering completion until withdrawal; and
2. the account ledger and bonus-status history showing the wagering completion, first €200 adjustment, classification of the remaining balance, subsequent gameplay and final confiscation.

Without this evidence, we cannot verify that the later winnings were validly subject to the same cap.

Hi Dear Player and Guru Casino Team,

1. We haven't added any changes to bonus terms so current Bonus T&C remains the same and actual. You can find it here. https://www.oshi.io/bonus-terms-and-conditions
2. We cannot provide this information here due to security reasons. We kindly ask the player contact us via our support email support@oshi.io and ask for the information requested. Then the player can share this details with you, hope for your understanding.

Best wishes,

Oshi casino team

Dear Igor,

Thank you for your continued attention to this case.

I would like to clarify two points:

1. Before depositing and accepting the free spins bonus, I carefully read the Bonus Terms & Conditions available on the site. There is no clear rule stating that the €200 maximum win restriction continues to apply after the bonus is completed and the balance is converted to real cash.

2. Oshi is now asking me to request the account ledger myself via support email. I am ready to do whatever is required, but I would prefer to follow your guidance on the correct next step.

Could you please advise how I should proceed regarding their request for me to obtain the logs?

Thank you

Dear Oshi Casino,

Please send the account ledger and bonus-status history to igor.p@casino.guru. Private delivery addresses the stated security concern, so the player should not be required to obtain casino-controlled internal records.

Please also identify the exact provision in the applicable promotional terms stating that the €200 remained subject to the maximum-win restriction until withdrawal.

Hi Igor,

I have a major update regarding the casino's failure to provide a rule justifying this confiscation. While stalling out the remaining time on the clock, the casino has just updated their live Bonus Terms and Conditions to retroactively try and cover themselves.

I have two pieces of undeniable proof that expose their bad-faith actions:

Proof of the original terms (July 2026): | have a complete screen recording of the Bonus T&Cs taken when this dispute first started in July. At that time, there was no rule stating that funds remain bonus-derived or subject to the cap if played continuously without withdrawing.

Proof of the retroactive tampering (August 20, 2026): The casino's live T&C page now explicitly displays a "Last Update: August 20, 2026" timestamp at the top, alongside a brand-new clause they just inserted mid-dispute to invent this rule out of thin air:

"After wagering is completed, the the maximum win/withdrawable limit remains active. If the player continues playing without withdrawing, the funds remain bonus-derived and subject to the same maximum win/withdrawable limit, regardless of any further winnings."

• • •

They are actively altering their terms on the fly while under active mediation because they had no valid rule to begin with. I am attaching both my original July screen recording and the current screenshots showing the August 20 update timestamp.

I request that Casino Guru take this severe breach of fair gaming and retroactive rule-forging into account as we move toward a resolution.

I have sent everything to your email the bonus t&c at that time also Igor also I’m sure you can demand the logs or history of the bonus t&c at the time July 10- July 30 when I was active I guarantee you it’s not their if it is I forfeit the case that’s how confident I am they stalling to cover their backs please Igor take this serious and strict and fairness please you can also request the logs for the bonus t&c between July 10-July 30 I’m sure also when I got tobique gaming commission involved they changed or added the rule they had previously that didn’t exist please see their bad faith

kind regards

[redacted by 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.

Dear Igor,

I have received another email from Oshi (Ticket ID: 7BYHPU).

They are again refusing to send the account ledger and bonus-status history directly to you.

They state they cannot follow your procedure and are demanding that I first complete additional identity verification with them before any information can be released.

Could you please advise how I should proceed?

Thank you.

Dear Neddyyy16,

Regrettably, due to the casino's lack of response in this case, I have no choice but to close this complaint as unresolved. Even though there was an initial response, without the casino's cooperation, a thorough investigation is simply not feasible. I understand this is not the resolution you were hoping for.

However, the decrease in the casino's rating due to unresolved complaints may encourage them to change their approach. Should the casino decide to cooperate in the future, we will reopen the complaint and notify you via email. Thank you for your understanding.

There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by New Brunswick and submit a complaint directly to them. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Igor