The player from Germany is dissatisfied with the withdrawal limits set by the casino. The player managed to increase his balance even more during the complaint's resolution. Unfortunately, the whole balance was played down and the player requested to close his account, therefore we have rejected this complaint.
OXI Casino - Player’s dissatisfied with withdrawal limit.
Amount: €5,800
OXI Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.5
OXI Casino has a Safety Index of 8.5, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Casino would like to pay the sum in installments, i.e. 400 euros every 2 days.
Got snotty mail that every casino can do it the way it wants.
I only know it from normal casinos that I get all my money at once and don't have to wait weeks like with oxi, depositing thousands is no problem.
Automatic translation:
Public
Public
2 years ago
Dear Timo2105,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the T&Cs and I found this:
"- There is a limit of 3 simultaneous withdrawal requests. The maximum withdrawal limits per transaction / in 24 hours / month are determined as follows:
per transaction: €400 or ₽25000
in 24 hours: €400 or ₽25000
per month: €10000 or ₽650000"
Could you please clarify how you accumulated these winnings? Wasn't it by any chance a progressive jackpot game?
Have you already received any installments? Have you tried discussing this issue with the casino? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.
Looking forward to hearing from you.
Best regards,
Kristina
Public
Public
2 years ago
Translation
According to the email, they want to pay out 400 euros every 2 days, 400 a day would be in, but every 2 days?
I played different games and got free spins and am now at 6000 euros how long should I wait for my money???
Automatic translation:
Public
Public
2 years ago
Thank you for your reply, Timo2105. Has the casino already started paying out your winnings?
Could you please forward all communication between you and the casino to kristina.s@casino.guru?
Public
Public
2 years ago
Translation
Hello, I have received 2 payouts so far, but I only get 400 euros every 2 days, so I need weeks for the money to be there
Automatic translation:
Public
Public
2 years ago
Thank you very much Timo2105 for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
Public
Public
2 years ago
Hello Timo2105!
From now on, I will take care of your complaint. I would like to invite representatives of OXI Casino into this complaint in order to help us with resolving the issue.
Public
Public
2 years ago
We would like to ask OXI 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 will have a negative impact on the casino's rating.
Public
Public
2 years ago
Translation
Has now actually settled had a total of 18,000 euros in profit, after that there were no more profits, so nothing at all, which is very strange and then the payout every 48 hours, I think it’s very bad if you only get 400 euros all the time.
If I had paid out the entire winnings, I would have been busy with the payout for over 4 months, I have never experienced that in any casino.
Automatic translation:
Public
Public
2 years ago
Translation
Dear Tim,
we are sorry that you got a negative impression of us despite the fact that you won and received your winnings in full.
Your first payout was on 03/14 at 11:35am.
After the payment went through, we emailed you on 3/14 at 2:31pm with a follow-up payment due schedule and honestly followed it up to the last payment.
We are a young casino and we do our best to make our players as happy as possible and to make them our good friends.
And we are happy and congratulate you on your win!
We should point out that the limits and withdrawal rules are detailed in our "Terms and Conditions" section 9. REFUNDS TERMS.
Also, our support team responded to your query on 03/18 at 10:20 AM. Our response was related to Rules Section 9.3 which states that "the casino has the right to set its own payment and withdrawal terms and the maximum and minimum withdrawal amount for each procedure, which varies depending on the withdrawal method, account status and other possible factors that affect the payout process, can be different".
(Original: WITHDRAWAL POLICY. "The Casino has the right to determine its own payment and withdrawal terms and maximum and minimum withdrawal amount for each procedure, which may differ depending on the withdrawal method, account status and other possible factors affecting the withdrawal process. ")
Please note that withdrawal limits increase as you reach new VIP levels.
Timo, we love our players and would love to see you back at oxi.casino!
Kind regards
OXI Casino Team
Automatic translation:
Public
Public
2 years ago
Translation
Hello, so if you drop from 18000 euros to zero and no longer get any winnings or free spins, then you feel very fooled.
The payout would have taken months for the sum.
I have never experienced that in any other casino, 5 or 10k a day is normal. Even with a profit of 18,000 euros, which I definitely would have, I never fell to zero, which is probably why the scam with a maximum of 400 euros every 48 hours.
But it's OK, I won't be playing with you anymore, that's why I had my account deleted.
Automatic translation:
Public
Public
2 years ago
Translation
Dear Tim,
Yes, we have closed your account at your request. We are very sorry that you made such a decision, but we respect it. Winning at the casino is lucky and we sincerely wish you the best of luck at every game!
If you decide to come back and play at OXI Casino we will be very happy! Good luck!
Team OXI
Automatic translation:
Public
Public
2 years ago
Dear Timo2105,
Do I understand correctly that you have managed to play your balance to zero and then ask for an account closure?
Public
Public
2 years ago
Translation
Yes, I've already won large sums of money in several casinos, but at Oxi it went from 18,000 euros to zero, no matter what bet or game, you didn't get any winnings at all, after that I closed my account because I've never experienced anything like that and I felt very ripped off, even if it's gambling, but that was too much for me at the casino and I don't feel like being ripped off
Automatic translation:
Public
Public
2 years ago
Dear Timo2105,
Although I completely understand your frustration, please note, every casino sets withdrawal limits according to their abilities so it can prevent them from ending up in financial insolvency. We always penalize low withdrawal limits in our casino reviews, therefore we will not penalize the casino further for this complaint. Unfortunately, it is hard to imagine that any casino would make exception for only one case as it would be unfair towards other players.
Since your balance was played down and account closed, we will now close this complaint as rejected. I am sorry that we were not able to help you more on this one. I sincerely hope that you won’t come across a problem like this again in the future.
