Oshi Casino - Player’s withdrawal has been cancelled.

(The disputed amount is in XRP)Hi I signed up on oshi.io casino and deposited 766.31 XRP overall, I won a big amount of 2750XRP, I processed withdrawal they accepted all my documents and said it will be processed, so then I’ve used more money on different sites because I was assured I would get the big win, they’ve then closed my account and said I’ve broken terms, and now they won’t as least refund the lots of money I deposited on there site, which is leaving me out of pocket now for Christmas, I wouldn’t of gambled so much if I wasn’t expecting to get the big win they said, but at least they can do is refund the amount I deposited as human decency, hopefully this can be sorted.

Dear lukepothecary25,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please confirm that your account has been fully verified in the past? Have you accumulated your winnings with or without an active bonus? Have you withdrawn any funds from this casino previously? Have you been given a specific reason why your withdrawal got cancelled?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Yeah they verified my details, nope I deposited my own money without any bonus and won fairly, no I haven’t withdrawn funds before, they said I breached terms by being form the uk, even tho when I was playing I was playing in Germany so I was allowed to play on the website, they even accepted my uk id and address on the verification tag, so I accepted that my win was taken because of that but then they haven’t refunded any of my deposits, so I’ve in theory just given them my money for nothing, hoping this can be sorted because they are a big casino who have just taken money off someone who needs it, because I was expecting the big win to come in I deposited more because I knew I was getting the win, so it has messed me over a bit, thank you

Thank you, lukepothecary25, for the clarification. Could you please advise in which country is your permanent residency?

I am from the uk, but was in Germany at the time, but they accepted all my uk documents and my deposits

I understand better now. I have checked the general terms and conditions, and this is what I found (here):

"Users from the following countries and their territories ("Restricted Countries") are not allowed to deposit and play real money games: United States of America, United Kingdom, Spain, France and its overseas territories (Guadeloupe, Martinique, French Guiana, Réunion, Mayotte, St. Martin, French Polynesia, Wallis and Futuna, New Caledonia), Belgium, Greece, Netherlands, Israel, Lithuania, Slovakia, Dutch West Indies, Curacao, Angola, Albania, Iraq, Jamaica, Uganda, Pakistan, Iran, Panama, Lebanon, Zimbabwe, Mauritius, Nicaragua, Yemen, Central African Republic, Côte d'Ivoire, Sudan, Liberia, Syria, Cayman Islands, Somalia, Republic of the Congo, Democratic Republic of the Congo, North Korea, Eritrea, Haiti, Sierra Leone, Ethiopia, Myanmar, South Sudan, Burkina Faso, Libya, Mali, Barbados, Rwanda, Czech Republic, Hungary, Serbia, Cuba, Portugal. The Casino cannot guarantee successful processing of withdrawals or refunds in the event that player breaches this Restricted Countries policy"

Additionally, when I tried to register as a player from the United Kingdom, it didn't give me the option to choose the UK from the list of countries.

Could you please advise which country you have opted for? For how long have you stayed in Germany? Do you have a permanent address there?

No I was in Germany on holiday only for a week, but was able to deposit the funds, that’s why I accepted the fact they took away my big win, but they didn’t refund all I deposited, so my money was taken for free, all I wanted was for my money that I deposited to be refunded they are clearly a big casino and have took a few hundred off someone who doesn’t have much money

Could you please advise which country you have opted for when registering your casino account? Have you entered Germany despite it is not your permanent residence country?

Yeah I entered Germany when signing up because I was in Germany, all I want is my money back that’s all I was able to deposit, I took the fact they took away my big win because I don’t live in Germany, but they were happy to take my money let me gamble, even accept my id when I uploaded my uk id, it wasn’t until I won big they then disputed it, so I accept they wont give my the big win, but I just want the money I deposited back, it doesn’t affect them in anyway if I get my money back so don’t know why it’s such a big issue for them to do, they should have some decency being a bigger casino

I'm truly sorry, lukepothecary25, but you knowingly entered the wrong country when registering your account. Therefore, the casino didn't have a chance to identify that you entered their website from a restricted country.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

What so they are allowed to take my money tho? Surely they have to refund, why can they do that, I was in Germany at the time so why would I think that would be a problem to sign up as Germany, okay no worries, I’ve wrote a review about them anyway because they are a awful casino, scamming people out of there hard earned money

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.