Oshi Casino - Player's withdrawal is stuck in pending state.

Withdraw been pending for 14 days. Have contacted support numerous times and always giving non conclusive responses. Technical issues, finance department is working on it and apparently some second department is also working on it. There is no estimated time for the issue to be resolved.

Can also check my posts on Oshi Casino general discussion.

Thank you for you guys to help out. I am appreciating you guys allow such avenue to complain and seek help.

If you need any further information, please let me know.

Looking forward to hear from you soon.

Kind Regards

David B*

Hello hayy22wong,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Oshi Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

Thank you for your support.

My account has definitely been fully verified before my first my first withdraw, which was on 13 April 2024. I have done several withdraws after this with success (but it typically took 1-3 days, nonetheless successful).

I did not opt for any bonus as it restricted to only $4 bets. Which is too low for me. So no bonus bets, winning are all accumulated with real money.

last time I spoke to them was yesterday 19 May 2024. Topic was when will my withdraw be paid. They just give same answer every time, please be patient, they’re working on it and can’t give me a time (not even an estimated time).

anything else you need?

kind regards

David

Thank you hayy22wong for all the information provided. I will now forward your complaint to my colleague Dominika (dominika.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear hayy22wong,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Oshi Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Hi Dominika,

Much appreciated all your help.

Looking forward for Oshi casino to contribute to resolve this issue.

kind regards

David

We would like to ask the 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’ which may negatively affect its rating.

Hi Dominika,

If Oshi casino doesn’t reply, "it may negatively affect their rating" or "it WILL negatively affect their rating"?

If casino chooses to behave badly, they should and must be accountable for their actions.

Hi Dominika,

I've just chat with their support. It seems that they're still having withdraw issues.

I have brought to their attention of this complaint thread and Timothy on their support chat has acknowledge my request for him to pass it onto his team to respond.

Hopefully they take these complaints on your platform seriously and deal with it professionally in a timely manner, rather than just ignoring it.

Looks like Oshi casino had 14 days to contribute to this complaint discussion and didn't. I has been very disheartening for a casino graded by Casino Guru as #1 recommended to ignore this complaint.

Obviously if Oshi casino doesn't want to resolve this issue, then nothing any of us can do to make them. However, I highly recommend Casino.guru to downgrade its recommendation. It is disgusting to see such a behaviour from a larger established online casino.

This will also reflect Casino.Guru's reputation, if they still continue to recommend such a casino as their #1 rated.

I entrusted in Casino.Guru's #1 recommendation for my first online casino experience.

Hi, dear Player and Casino Guru representatives.

We have thoroughly checked the issue. We can confirm that we have some difficulties processing the winnings for the player. The player requested a withdrawal via the CoinsPaid payment system. His request was approved several times, but due to unexpected problems, the withdrawal failed several times.

We will contact the player directly via email and provide all the necessary information. We hope we will be able to provide the player with an alternative withdrawal option.

Kind regards,

Oshi Casino

Hi Oshi Casino,

Thank you very much for paticipating in this complain resolution discussion.

As per your email, you have instructed me to cashout via Bank Transfer.

I have made 2 transfer $1288 via "Bank Transfer - Wire" and $1008 via "Bank Transfer - Mifinity_au".

Please process these payment ASAP. I understand your withdraw page have stated it will take 3-10 days for bank transfer to be cleared. Let's hope it will be 3 days not 10.

Will keep you posted on the result.

PS. I just don't understand why your chat support didn't tell me this earlier. They always telling me to "please kindly wait". You might as well just have an AI bot to reply. They have virtually zero skill to assist me in resolving the matter.

Dear hayy22wong, I have just received information from the casino that your winnings have been paid. Could you please confirm once you have received the money?

Hi Dominika,

As my previous reply stated, I split the payment between their 2 bank transfer options/provider.

Within 24 hours I did receive the $1008 via Mifinity. However the other $1288 via Wire has yet received. Their website says it may take 3-10 days. So I'll give it another few more days and check again.

Dear hayy22wong, thank you for the information. Please keep us updated.

Hi Dominika,

Yes, FINALLY! I have received the other transfer of $1288 after 6 days initiating the withdraw.

Therefore technically my issue has been resolved.

Thank you Dominika and Casino Guru team, you've been amazing!

I would like to give a feedback to the community and likewise to Oshi Casino as well.

Firstly, Oshi Casino have to get their act together in reference to withdraws. If their current provider isn't providing prompt execution of withdraw request, they must change to another provider that does. This is assuming it's true that they did have payment issues from their provider.

Secondly, they should reassess their chat customer support team. In reference to delay withdraws, they keep on going back to drill of "please wait, as their finance team are processing request in a queue". Even when it has been 3-4 weeks delay. Also they will not allow me to escalate to a manager when I'm not satisfied with their reply.

Also they should change their FAQ statement which are misleading.

For example:

"Typically we don’t verify accounts when money is paid in or withdrawn." "Typically" means majority of the time. However they have demonstrated that they were very strict on verification, including making me showing my elbow when taking a selfie with my drivers license. Therefore, I believe they verify EVERYONE who withdraws.

In the end, it's their business. They do what they do and customers will decide based on peoples review and their personal experience. There are lots of other online casinos to choose from.

As for me, I will say "Good bye" to Oshi Casino and will not go back to them.

Also I am very surprised Casino Guru is still rating them as #1 online casino.

Dear hayy22wong,

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,

Dominika

Casino.Guru