Oshi Casino - Player is struggling to verify.

Verification is getting declined. I have done my deposits with a credit card and uploaded credit card pics with some numbers hidden as per agents request. Anyhow now the casino is asking me to upload a bank statement with IBAN but I have not used bank transfer for this casino. Casino says that even for credit card they need a IBAN even though there is not IBAN for credit cards. To proof my bank account I have made another deposit and uploaded proof of payment which got confirmed but still they ask for credit card IBAN proof.

Dear ananaz1992,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with verifying your documents. Do I understand correctly verifying your payment method is the last obstacle in order for you to withdraw your winnings? Was your credit card issued by your bank? Is there a way for you to access an official list of transactions related to your credit card?

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,

Tomas

Hi Thomas,

danke für die Antwort - die Übersetzung aus dem englischen war nicht so gut. Die Kreditkarte ist nicht von meiner Bank ausgestellt, sondern eine Kreditkarte von miles and more. Also ist die Verifizierung der Zahlung das letzte Problem. Ich kann die Transaktionen als excel Datei ziehen, dies wurde aber wieder von Oshi abgelehnt, weil keine iban abgebildet ist. Eine iban gibt es für Kreditkarten jedoch nicht.

zudem habe ich nun eine Einzahlung von meinem Bankkonto getätigt und dieses nun verifiziert, die Kreditkarte wird aber nachwievor nicht akzeptiert (trotz Fotos).

Gruß

Frederik

ananaz1992,

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. 

Are you able to provide the casino with a document the credit card was issued in your name, or that you are the sole beneficiary of the card?

Hi Tomas

ja, ich habe dem Casino eine Abrechnung zur Verfügung gestellt und auch Fotos der Kreditkarte gemacht, auf der selbstverständlich mein Name steht. Dies wird aber nicht akzeptiert, weil eine iban gefordert wird (obwohl es keine iban für Kreditkarten gibt).

Update: nun hat oshi mein Konto gesperrt ohne Begründung und zahlt meine Gewinne nicht aus.

Dear ananaz1992,

Thanks for your reply and the update. Before we contact the casino, could you please forward any communication between you and the casino to my email address tomas@casino.guru?

Thank you for your email. The casino seems to be convinced you opened multiple accounts in the casino according to their replies.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? I'll await your reply.

Hi Tomas,

it might be that I had another account, as I have changed the email address, I cannot check this anymore. Anyhow main issue is still the verification to get my money back - I cannot provide the casino with an IBAN for my credit card as credit cards doesn’t have IBANs assigned. The casino offered me to transfer the money back but just after verification which is missing for the credit card deposit.

Thank you very much, ananaz1992, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello ananaz1992,

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. Just to double check, do I understand correctly that you have opened another casino account in Oshi Casino with a different email address?

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

Dear Oshi Casino,

As the player stated, their bank card doesn't have an IBAN. The player has provided pictures of their bank card as well as the statement from the card, if this is not sufficient for you, what other documents should the player provide? If there is anything else the player needs to do or documents to provide, please specify which?

Hi Oshi Team,

ive tried to verify myself and did my deposits with the credit card. You are asking me for a proof of iban but credit cards don’t have iban numbers. I’ve provided you with the credit card pictures but you still ask for a iban. Don’t know how to provide you with something which doesn’t exist.

regarss

Dear Frederik,

We are sorry that such a situation occurred. 

Oshi team is always happy when the players win, however, in order to successfully process the winnings, all the Terms and Conditions must be met. 

While doing the regular checking we found a direct duplicate account which is strictly forbidden by our T&C. 

«Each player is allowed to create only one (1) personal account.

Creating multiple Player Accounts by a single player can lead, at the sole discretion of the Casino, to termination of all such accounts and cancellation of all payouts to the player. The player shall not provide access to their Player Account or allow using the Website to any third party including but not limited to minors.» 

All the Terms and Conditions may be observed here, and they are accepted upon signing up: https://www.oshi.io/terms-and-conditions

We will send you a private email to request the needed verification documents in order to do the refund of your deposits. 

We recommend you to read all the terms carefully to avoid such situations in the future. 

Oshi team wishes you all the best.

Dear Oshi Casino team,

Please forward all the evidence about the multiple accounts to me at michal.k@casino.guru

Thank you for the response and the provided evidence, Oshi Casino team.

Dear ananaz1992,

Oshi Casino team has provided us strong evidence that there were indeed multiple accounts opened with the same or very similar details like name, address, IP address, etc. like yours. This is against the casino’s terms and conditions, and this forces us to agree with the casino's decision. The casino has acted according to its terms and conditions.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. To avoid any unpleasant situation like this in the future I recommend getting in touch with the casino's support to check if you have already opened an account in a certain casino.

Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards,

Michal