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Oshi Casino - Confiscated Deposit & Winnings, Refusing Refund

RESOLVED
bigmitch Texas
posted on October 17, 2018.

The casino has been re-vamped and upgraded the platform. During that time, I did not use my account. I could not remember my old account, so I created a new one "jacksonmaybach". I deposited .01 BTC and DECLINED the welcome bonus. I cancelled it. I opened chat support (talked to John) and told them I had duplicate account. They told me - no problem, they just have to close the other account. "mitch­ell­osu­@**­***­*.com".
Great.
So I played - I got my account balance up to .035 BTC and I submitted withdrawal request. I opened chat support again and asked them if everything was in order. They said you are very nice person etc. I was kind. They were kind. They said withdrawal will be processed.

THEN. I received an email to "jacksonmaybach" - Account closed due to duplicate account. My BTC was confiscated. Deposit and winnings.
"We want to inform you that unfortunately, your account has been closed and the winnings confiscated as you violated the rules
of our casino and created more than 1 account."

I did not use bonuses, I was transparent, and I think this is absurd. I would like to at least receive my deposit of .01 BTC returned.

Thank you
Mitchell

bigmitch Texas
posted on October 17, 2018.

As you can see in the second attachment (Time stamped),

- I clearly discussed the duplicate account. In relation to any issues with withdrawals and bonuses.
- The agent said "we are sorry".... you will not be entitled to any Welcome Bonuses.
- I said: "No problem. Please close the other account, I forfieted the welcome bonus anyway."
- The agent said that my withdrawal is in good order and "will be done within some hours depending on how much work our manager has."
- Then closed with "We are happy to see you here mate! Thank you for understanding! You are very kind person!"

It is ridiculous that following that conversation - I receive an email saying Your Account Is Closed. Your Deposit and Winnings are Confiscated.

Please advise. I was transparent - I was not trying to cheat the system. I simply won money playing fair in this casino. The confiscated funds should be returned to me.

posted on October 18, 2018.

I'm investigating this and will be back shortly
Nick
Founder/Oshi

bigmitch Texas
posted on October 18, 2018.

Thanks Nick, I appreciate your help on this issue. I look forward to hearing back.

posted on October 18, 2018.

By now you should have received an email from our customer care team asking you to resubmit your cash out request so we can pay it.

And... I just want to say I'm very sorry about this mess up. We process a lot of transactions and very occasionally we get a situation like this where somebody feels justifiably aggrieved. Fortunately it's a clear-cut case of us making mistakes, so obviously were paying out.

Because of this mess up I'm changing our complaints procedure slightly. At the moment we ask players to contact support if there's an issue... But if they're not happy with support the only other place they feel they can go is here at AskGamblers.

I'm going to set up a complaints page outlining the ideal steps for handling an issue where a player feels customer care has not dealt with them properly. Essentially the complaint will go to me personally and a couple of the senior customer care team, so we can deal with the issue early on.

Then if we haven't resolved the issue internally, we seek the help of the AskGamblers arbitration service who have proven themselves to be very rigorous and fair.

Collateral benefit: We can keep a closer track of contentious customer care decisions and in turn improve our whole customer care system.

Anyhow once again, sorry about this mess up and thanks for raising the complaint... Many good things will happen because of this.


Nick
Founder/Oshi

bigmitch Texas
posted on October 18, 2018.

Thank you very much and I think that sounds like a good idea. I look forward to returning to play in the future. I just submitted w/d request. Thanks again.
Ask Gamblers, issue is resolved. Much appreciated for the platform to do this.

AskGamblers
posted on October 18, 2018.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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