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Oshi Casino - Daily Reload Bonus Denied

Complaint Info
Disputed casino Oshi Casino
Reason Bonus not given
lokinnaj Philippines
Posted on August 26, 2019

I simply need a bit of help. I don't actually care anymore with the bonus itself but how I was treated by the customer service representative named ELLA just a few seconds ago. The issue was very simple. Oshi has a daily reload bonus promotion. As a new customer, after finishing 4 deposit bonuses, I am now eligible to use the daily reload bonuses. Since I am a fan of Betsoft I was so excited. SO I logged on and input the bonus code for the day which is OSHI-UTC. On the homepage of the site it is very accessible and convenient that it shows you the information about the daily reload bonuses. To add up that when you hover your cursor to the underlined link which says MINIMUM DEPOSIT it would show you the required minimum deposit for each currency in order to take advantage of the reload bonus daily. So I deposit the minimum amount which is 0.0007 BTC. After a few minutes my deposit was credited but I did not receive the daily bonus. It would actually be alright it wasnt a big deal because hey its a bonus. So I talked to Ella and was treated with sarcasm, was accused of doing photoshop (which at my age of 56 is something I consider a jargon) and was kicked out of chat as well by this very unprofessional girl. I always believe in my years of living, in any issues or problems between 2 parties, it is very important on how you communicate because as I have always believed, "IT'S NOT WHAT YOU SAY, IT'S HOW YOU SAY IT". Ella denied my privilege to be issued the reload bonus though I politely told her since the website shows 2 different information, I request to reconsider since they can manually issue bonuses in case of glitch or priblems. She showed me the screenshot of the information saying it is 0.001 BTC as the minimum deposit required and I sent her the screenshot where it shows 0.0007. I politely told her and defend my side because I must say if the website is not updated, why would I suffer. Hey I spent money on there. I deserve some respect and not some rude sarcastic treatment from a girl who doesnt deserve to be a customer service representative at all. Whats more aggravating is telling me in a very rude way that the photo I sent her may have been photoshopped? Huh? I immediately told her to kindly access and hover the mouse cursor to the underlined words "MINIMUM DEPOSIT" so she would see what I meant and refrain from accusing a customer of such crime. I am so disappointed. I do not intend to beg for the bonus because I swear this is the last time I will be depositing to such a casino who treats customers badly not taking into consideration (and this is specifically pertaining to ELLA) that a part of the compensation she receives on her job there came from my hard earned money and savings. She probably also needs to undergo training to be a customer service because she deserves to be fired. I hope AskGamblers will not take this for granted. I respectfully am requesting this to be published as soon as possible and have the management be informed about the actions being done by one of their staff which may damage the whole reputation of the casino. They just lost a could-have-been loyal player. Thank you!


Posted on August 29, 2019

I have contacted the customer privately to talk about this. Essentially there are 2 issues here:
- Customer services handling this matter in an insensitive way. Something I am not happy about. I've already discussed this with the head of customer services.
- Some sort of issue with the minimum deposit information given to the customer.

3 of us have gone through both logged in and logged out to find the same customer facing message as the one shown in Virgie's screen grab. Unfortunately we could not replicate this customer facing message.

Anyhow, I have credited the customer with a free bonus as a small gesture of goodwill in lieu of the difficult conversation this person has had with our customer services.

Posted on August 29, 2019

Dear @lokinnaj,

Please confirm if the issue has been resolved. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

lokinnaj Philippines
Posted on September 1, 2019

I don't understand why it is being said here that I am the only person who saw the minimum deposit requirement for BTC for the daily reload bonus. I felt like I am indirectly being said to be making up a story. I respectfully request AskGamblers team to see for yourself. It wouldn't take much time at all. For this to be visible you need to be logged in to am account which has already finished the welcome package so the daily reload bonus banner will appear on the front page. There you'd have to hover the cursor to the underlined MINIMUM DEPOSIT to see the information which clearly states that 0.0007 BTC is the minimum deposit required in order to avail of the daily reload bonus. I personally screen record it for you to see.

Anyways, thanks Nick for the free spins. I didn't enjoy it though as it was not originally what I wanted. The daily reload bonus that day specifically issued are Betsoft Slots which I clearly said was the main reason why I wanted to take advantage of it. If you would be able to issue what should have been issued that day including the deposit bonus, consider this solved.

Ps. Video arent accepted for attachments.

Posted on September 2, 2019

LOKINNAJ And I emailed with each other. She was very helpful. She sent me a video recording of the problem on Oshi. There was a bug in the front-end user interface which had some inaccurate information showing an older BTC minimum deposit amount. I've asked the developers to sort this out.

I can understand why she was so upset by our customer services not believing her. In defence of our customer services, we have very generous bonuses and as a result we attract a lot of bonus abusers. Sometimes we make the wrong judgement call. This is a good example.

Lokinnaj, sorry about any upset and thank you for being so helpful in clearing this problem up.

Finally, as a small gesture to thank Lokinnaj for her help, I've given her a big money bonus which I hope she will enjoy.

lokinnaj Philippines
Posted on September 2, 2019

It was just this time that we finally were able to clearly identify what causes this issue. I thank Nick for being such a responsible and generous entrepreneur. I really appreciate the bonus money. I was not actually expecting this and was so proud I ended up as someone who identified a bug on the site. I will forever remember this experience. It was worth my time and again thanks to both AskGambler's team and Nick Garner of Oshi for a job well done. Thus, I confirm this case is RESOLVED to the best of my SATISFACTION. More power!


Posted on September 2, 2019

Thanks Virgie :-)

Posted on September 2, 2019

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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