The player from Germany had deposited 120€ into Oshi Casino, but the amount never appeared in her account. Despite having contacted support and provided bank statements, she had not received a refund after more than three weeks. She had self-excluded from the casino, which seemed to have deprioritized her issue. The complaint was ultimately rejected due to the lack of response from the player, which prevented further investigation.
Oshi Casino - Player's deposit has not been credited.
Amount: €120
Oshi Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
Public
Public
3 months ago
Translation
I have been struggling with Oshi Casino for more than 14 days now.
I made several deposits, but 120€ never landed in my Oshi account, even though the amounts were deducted from my bank account.
The support team and my account manager told me that I would get the money back in 7 to 10 days. However, I have not received a single cent to date. It has now been more than 3 weeks. I have submitted all my bank statements, but to no avail. The casino responds every 24-28 hours, continually asking for bank statements even though I have submitted them multiple times.
I also contacted the provider Mandato, and they confirmed that the money had 100% gone to Oshi.
I have since self-excluded from the casino, and now they no longer seem to find it important to solve my issue.
Maybe you can help me 🙁
Automatic translation:
Public
Public
3 months ago
Dear hanemannroman,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Nick
