Oshi Casino - Player's winnings were confiscated.

Dear Casino Guru, I have played at Oshi Casino for quite some time now, I have 100S of transaction without any issue never had any problems with them... but now I have requested withdrawal of 1350 CAD and I received an email stating that i have placed higher bet and they have confiscated my winnings which is not true at all, I have contacted live chat asking if they can send to my email game history for that specific bets i made they just keep switching me to different agent and they do not have answer, I also contacted VIP manager Max but no answer from him as well please if you can help me with this issue.

Thanks!

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the terms and conditions of the casino and I found this:

Any issued bonuses are by default limited to a maximum bet during wagering: 5 EUR, 5 USD, 400 RUB, 50 NOK, 25 PLN, 5 AUD, 5 NZD, 5 CAD, 35 CNY, 650 JPY, 100 ZAR, 30 BRL, 450 INR, 0.00012 BTC, 0.014 BCH, 0.0025 ETH, 0.042 LTC, 35 DOG, 5 USDT, 0.013 BNB, 5.5 ADA, 7 XRP, 90 TRX unless otherwise specified. Maximum bet limit includes bets doubling after a game round has been completed as well as bonus rounds (purchased within the game).

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

Could you please advise if you accumulated your winnings using an active bonus? Which games did you play? Do you have access to your game history, or can you request it from casino support? Please forward the game history to my email address tomas@casino.guru. If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Tomas

Thank you Tomas for quick reply!

Yes I have played with active bonus and as mention before I play at Oshi Casino 3 years now and I strongly follow

the rules of their T&C. I have access only for last 50 game plays which I can sent it to you, I did request from live chat and also i contacted Manager to send me the game history for that specific game plays which shows that I have play any bet over 5 CAD, but unfortunately they ignore my request.I also received reply from manager stating that he checked and found that I place bet over 5 CAD, and he added bonus of 50 CAD to my account...I do not need his bonus I need my winnings! I lost over 20X deposits in a row but i never complain but when you win little bit they wont pay you.

Please Tomas if you can request GAME HISTORY for that specific game plays from the Casino?

All I can tell you that 80% of the bets I play is 1 CAD and about 20% I play between 1-5 CAD not a single bet over 5 CAD if they can show 1[one] bet over 5 CAD i am willing to apologize and accept the decision.

Thanks!

Thank you very much, Boss78, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.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.

Dear Oshi Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view?

If we are talking about a breach of the casino's Terms and Conditions of the bonus by betting more than the maximum amount allowed, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

Thank you in advance for providing the information.

Kind regards,

Tomas

Dear Casino Guru,

Any update from Casino regarding this issue?

Dear Boss78,

I'm in direct touch with the casino's representative, and we are investigating your case. I will let you know of any developments.

Thank you.

Kind regards,

Tomas

Thank you Tomas for an update,

I just received an email from Oshi Casino this morning, but I am not sure what I suppose to do?

if you can help me, they. require all kind of information even do they already have all this information.

see attached

Thank you!

Hello Boss78,

I was provided with evidence showing that you have indeed breached the maximum bet amount during playing with the bonus, specifically with just one bet over the maximal bet limitation.

After consulting this case with the casino's representatives, unfortunately, they don't want to make any compromises.

From the casino's perspective, you breached a rule, and technically they have a right to void your winnings.

From our perspective, we believe that you breached the maximum bet rule unintentionally and didn't gain an unfair advantage. The best practice is to enforce such conditions by the software, so the player is not allowed to breach it by the system, although we understand it is not standard nowadays, we believe that every similar case should at least be evaluated individually. 

When judging situations like this, where we believe that the max bet rule was breached unintentionally, and the player didn't get any advantage (https://casino.guru/fair-gambling-codex-for-casinos#max-bets).

We are always recommending the casinos pay the player. However, we understand that some casinos are very strict, which is their decision.

Concluding all the information above, I am forced to close this case as unresolved. 'AGAINST FAIR GAMBLING CODEX'. 

I am very sorry about the situation, I would normally recommend you try it out with the licensing authority, but I am convinced that they would be on the casino's side since they behaved according to their T&Cs. The penalization for the casino for this complaint will be minimal, but the complaint will be visible as a warning that this casino is unwilling to make any compromises.

Kind regards,

Tomas

We’ve reopened this complaint at the request of Oshi Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Good afternoon!

It was decided to revise the policy of some of the existing rules, as the primary goal of Oshi Casino is a positive gaming experience for users.

The money was returned to the player's balance, after that he initiated a successful withdrawal of funds.

We apologize on the behalf of our entire team for the inconvenience caused.

And we wishing you all a great day.

Dear Oshi Casino,

We are really glad to hear that!

Boss78, could you please confirm that this is correct and that the matter is now resolved?

Thank you both.

Kind regards,

Tomas

Dear Casino Guru,

I have been paid from Oshi Casino and now the case is solved.

I would like to Thank you and Oshi Casino

Dear Boss78,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas