Oshi Casino

Public

Kaffepige

Junior Apprentice

Denmark

Public

4 years ago

OriginalTranslation

I had 1950 points which I had paid for (loyal) points, which I changed to 239 euros. I talked to Logan and Erik who both told me that I should play through for € 9,596.00 .. when I had done that

did i have approx 2900 euros .. I played a little back and forth and ended up

to put 2,850.00 into cash ...

I submitted the required papers and then it happened.

I could only get paid 50 euros and it was wax. because i had not paid anything when i got points changed to euro .... i contacted Logan again and asked him why he had not told it but he was flabby this time and said .... you didnt ask.

Then I asked to get these euros 2,850.00, which I had set aside for payment, back into my account and would then deposit an amount and

try to play me for an amount but they had deleted them.

It seems like cheating to get free to pay 2850 to me

After all, I paid for those points

I hope you will help me

Sincerely

Anna Lise *******

Edited by a Casino Guru admin

Automatic translation:

Private

Kristina

Deputy Complaints Team Lead

Private

4 years ago

Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Public

Kristina

Deputy Complaints Team Lead

Public

4 years ago

Dear Anna,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please, could you forward any relevant communication between you and the casino to kristina.s@casino.guru? (Or, alternatively, you can post it here) I would like to have a look at how the casino explained the whole situation to you.

I will be waiting for your reply patiently and hope to help you as soon as possible.

Best regards,

Kristina

Public

Kaffepige

Junior Apprentice

Denmark

Public

4 years ago

OriginalTranslation

thanks for the help and hope you can get the amount paid to me.

This day, an email came to me about an offer they had, but I'm a pensioner and

do not have a lot of money and must admit that it is tempting to jump on

an offer, to maybe be lucky to win a little, but unfortunately I did not have that pleasure.

So I couldn't afford it, but wrote to them if they could give me a free bonus, as did I

can be lucky to win without having it.

I got Erik and he didn't have any free bonus for me but I had some points that I could play

for. I didn't realize I could, so I thanked him and then asked how to do it

and he explained to me that I could exchange these points for spins. I don't remember how many points there were,

but it turned into approx. 1950 spins and I then asked how much I

had to playthought to win something and he said that I could go into Transaction's story for that

to see .... Okay.

So I did, and there was 9,597.00 thinking I will never get that ..

I should then have made euros of these approx. 1950 spins so I contacted again and got Logan who told me

that there were 4 games that I could play these spins on, and also asked him how much I should play

through (playthought) and he said the same as Erik about going into transaction history there I could see it all

and I then played the approximately 1900 spins that I had exchanged from my points through FRUIT ZEN and PINOICHIO. There should be 2 more games but they did not, because maybe it could have been more.

I got 239 euros to play for this ...

I was lucky and it went well and after several hours I was up at approx. 3000 euros,

I then sent all the documents that they asked for, but I had a new bank card, so what they had standing I should have changed so I contacted them again and it was then a lady that I unfortunately do not remember the name to help me change the card number.

She was outright disgusting and after a long time she came back and said that I could only pay 50 euros

because it was spins and not points, and I had not paid anything, then I could not get paid more than 50 euros and immediately I got the feeling that they had not thought that I could play 9,596.00 through and would try to cheat me ...

The next day I got hold of Logan, who had been kind to help me from the start, but he was also the opposite now, very uncomfortable .. I should have said like this lady that to get paid, I naturally had to pay and I told him then that neither he nor Erik had told me, and to that he replied .... you didn't ask?

Of course I was very upset because I have never won over 100 euros and this could help me ..

I then contacted Logan again the same day and asked to have the 2,850.00 back in my account, then I would deposit

an amount and try to get a little out of it this way ... but no they were deleted ... and it was naughty ..

It was not serious and I hope so that you can help me get this money, because I am convinced that it is cheating, because I am 75 years old and they are easy to cheat, but I have through them last few years paid

to these points ...

I can only say thank you so much for taking care of us who are weak there.

Many friendly greetings

Anna Lise ********

tak for hjælpen og håber at du kan få beløbet udbetalt til mig.

Denne dag kom der en mail til mig om et tilbud de havde, men jeg er pensionist og

har ikke ret mange penge og må indrømme at det er fristende at hoppe på

et tilbud, for måske at være heldig at vinde lidt, men den glæde har jeg desværre ikke haft.

Jeg havde så ikke råd, men skrev til dem om de kunne give mig en fri bonus, som jeg også

kan være heldig at vinde på, uden at have det.

Jeg fik Erik og han havde ikke nogen fri bonus til mig men jeg havde jo nogle point, som jeg kunne spille

for. Det var jeg ikke klar over at jeg kunne, så jeg takkede ja, og jeg spurgte så hvordan jeg skulle gøre

og han forklarede mig at jeg kunne veksle disse point til spins. Jeg kan ikke huske hvor mange point der var,

men det blev til ca. 1950 spins og jeg spurgte derefter hvor meget jeg

skulle playthought for at vinde noget og han sagde at det kunne jeg gå ind på Transactions histori for

at se....Okay.

Det gjorde jeg så, og der stod 9.597,00 og tænkte at det får jeg aldrig men..

Jeg skulle så have lavet euro af disse ca. 1950 spins så jeg kontaktede igen og fik Logan, som fortalte mig

at der var 4 spil, som jeg kunne spille disse spins på, og spurgte også ham, om hvor meget jeg skulle spille

igennem (playthought) og han sagde det samme som Erik om at gå ind på transactionshistori der kunne jeg se det hele

og jeg spillede så de ca.1950 spins, som jeg havde vekslet fra mine point igennem på FRUIT ZEN og PINOICHIO. Der skulle være 2 spil mere men de duede ikke, for måske kunne det have blevet til mere.

Jeg fik så ved dette 239 euro at spille for...

Jeg var heldig og det gik godt og efter flere timer var jeg oppe på ca. 3000 euro,

Jeg sendte så alle de documenter, som de bad om, men jeg havde fået et nyt bank card, så det de havde stående skulle jeg have ændret så jeg kontaktede dem igen, og det var så en dame, som jeg desværre ikke kan huske navnet på, som skulle hjælpe mig med at ændre kortnummeret.

Hun var direkte modbydelig, og efter længere tid kom hun tilbage og sagde at jeg kun kunne få udbetalt 50 euro

for det var spins og ikke point, og jeg havde ikke indbetalt noget, så kunne jeg jo heller ikke få udbetalt mere end 50 euro og med det samme fik jeg fornemmelsen af, at de ikke havde troet, at jeg kunne spille 9.596,00 igennem og ville prøve at snyde mig...

Dagen efter fik jeg så fat i Logan, som havde været venlig at hjælpe mig fra starten, men han var også stik modsat nu, meget ubehagelig.. Jeg skulle ligesom denne dame havde sagt, at for at få noget udbetalt skulle jeg naturligvis indbetale og jeg fortalte ham så, at det havde hverken han eller Erik sagt til mig, og dertil svarede han.... du spurgte jo ikke ?

Jeg blev naturligvis meget ked af det for jeg har aldrig vundet over 100 euro og dette her kunne hjælpe mig..

Jeg kontaktede så logan igen samme dag og bad om at få de 2.850,00 tilbage på min konto, så ville jeg indbetale

et beløb og prøve på at få lidt ud af det på denne måde ... men nej de var slettet...og det var frækt..

Det var ikke seriøst og jeg håber sådan at i kan hjælpe mig med at få disse penge, for jeg er overbevist om at det er snyd, for jeg er jo gammel 75 år, og de er nemme at snyde, men jeg har jo igennem de sidste par år indbetalt

til disse point...

Jeg kan kun sige mange tusinde tak for at i vil tage sig af at hjælpe os svage der.

Menge venlige hilsner

Anna Lise ********

Edited by a Casino Guru admin

Automatic translation:

Public

Kristina

Deputy Complaints Team Lead

Public

4 years ago

Hello Anna,

I carefuly read everything you wrote and I also throughoutly checked Oshi's VIP Program and their General and Bonus T&Cs. This is what I found:

"Q. What's the point in having redeemable comp points?

A. You can cash these in for free spins in any SoftSwiss slots game."

And this is in the Bonus T&Cs is this information:

"5.0 Maximum winnings on free bonus or spins.

5.0 (Plain English) If we offer a no deposit bonus (this is where you do not have to make a real money deposit, but you can play real money games) If you win when using a no deposit bonus, the most you can take out as winnings is 50.00 EUR, or the same amount in the other currencies we use.

5.0 (Legal English) The maximum winnings that will be paid out resulting from a free bonus or free spins without deposit will be Maximun win amount per currency 50.00 EUR, 50.00 USD, 50.00 AUD, 3,800.00 RUB, 500.00 NOK, 50.00 CAD, and 400.00 CNY, 0.015 BTC, 0.5 ETH or currency equivalent (even if the amount of winnings accrued by you utilizing this bonus is in excess of this amount). Any winnings exceeding this amount will be forfeited."

Although I believe that the support could inform you about this fact, or at least explain you better how this bonus works, they have free spin bonus conditions covered in their Bonus T&Cs https://oshi.io/help/bonus-tcs, so it isn't hidden.

I would really like to help you in this case, but, unfortunately, under these circumstances, there is nothing we can do. Bonuses like free spins or free bonus money usually have the maximum cashout and I can only recommend you to be more careful next time and thoroughly read the General and Bonus T&Cs.

I apologize 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.

Oshi Casino - Player’s winnings have been cancelled.

Amount: €2,850

Unjustified complaint

REJECTED

Case summary

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