Oshi Casino - Player’s struggling to complete the account verification.

I have given all my documents passport utility. Bank statement etc All my deposits show gigadat not there casinos name I told them that was impossible it never shows on my statement and never could or would

Dear Victoria,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account?

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,

Petronela

The problem is that they want their name of there casino to show on my bank statement and it will only show gigadat that’s an impossible task not even an option

Thank you very much, Victoria, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Victoria,

I looked at your complaint and will do my best to help you. I would like to invite Oshi Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

We would like to ask the Oshi 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’.

Hello everyone!

The cashout was canceled because the player had to confirm the deposit.

The screenshot that the player uploaded does not allow to identify the transaction: there is no payment code or transaction message. 

Time, date of deposit does not correspond even taking into account possible time zone difference. The only thing we know for sure: a deposit of 300 CAD was made from an account, which belongs to a player. Whether this deposit was made to the casino or not, we could not determine from the screenshot.

Dear Victoria,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with the further investigation or suggest possible solutions.

The player can reopen this complaint anytime.