Request for Casino Guru to Reconsider and Reopen My Complaint Against Oshi Casino
I am asking Casino Guru to reconsider the decision to close my complaint against Oshi Casino.
I want to be honest: I did send numerous emails to Igor. I acknowledge that he warned me that continuing to send emails could result in my complaint being closed.
However, I want to explain why I kept contacting him. My complaint had been pending for months, and I had no clear timeframe for when the regulator would make a decision. I was repeatedly left in the dark, without meaningful updates or reassurance that anything was progressing.
I became increasingly frustrated and upset because €3,159 was at stake, and I simply wanted to know what was happening with my case.
I did not understand that repeatedly asking for updates would ultimately result in my entire complaint being rejected. I understood that continued emails were discouraged, but I did not expect the complaint itself to be closed without a decision on the actual dispute.
I accept that I should have reduced the number of emails I sent. However, I believe closing the complaint for this reason was disproportionate, especially when the underlying dispute had not been resolved.
Most importantly, Igor explicitly stated that the rejection was not based on whether Oshi had done anything wrong. Therefore, my complaint has never actually been decided on its merits.
My dispute concerns Oshi applying a €200 maximum cashout restriction to winnings accumulated after I had completed the bonus wagering requirements. I have substantial supporting evidence, including Oshi’s complete bonus ledger and a recording of the original July bonus terms.
I am not asking Casino Guru to automatically rule in my favour. I am asking for a fair opportunity to have the actual evidence and dispute examined.
Please reconsider the rejection and reopen my complaint, or allow another moderator to review the decision independently.
I believe a complaint involving €3,159 should not be left without a merits-based outcome simply because a frustrated player repeatedly asked for updates while being kept in the dark.
