Complaint #52 Oshi Casino

Won't want to pay my $600 winning due to unjustified multi-account accusations

By mamuna

8 years ago

Hello Askgamblers,

As a weekend slot player I played most of your certified casinos and never had trouble before when I requested withdraw and got all time so far. Yesterday I had joined with Oshi Casino and claimed welcome bonus after deposit. I played only my favorite slot dead or alive whole night with max bet 36 cent. At the end of the night I got 1 wild line during feature though wagering had been met already before. I was very happy and I had requested $600, After 15 minutes I surprised that all of my money had been disappeared from my account and only my deposit left. Immediately, I went to live chat and explained the situations,then after couple of minutes support agent told me I had broke their terms might be I have duplicate account! I explained them I never played before into oshi casino and asked them if they can show me evidences what rules I had broke but I didn't get any evidence! This is my 1st time I got 1 wild line in the feature and won some after deposit but they don't want to pay my legitimate winning $600. So, I need your urgent help to resolve the matter. Your help will be highly appreciated. Thank you.

Disputed Casino Oshi Casino

Reason Bonus terms violation

Amount $600

Discussion

AskGamblers

• Support Team

2 years ago

AskGamblers Complaints Team have been provided with clear and undisputed evidence on behalf Oshi Casino management that player violated their Terms&Conditions and more specifically committed potential fraudulent activity.

AskGamblers Complaints Team maintains zero tolerance towards player trying to abuse our complaints service and not using it in a good faith, therefore we took the decision to reject this complaint and moreover, to ban the player from using our services in the future.

AskGamblers

• Support Team

8 years ago

AskGamblers

• Support Team

8 years ago

Dear Oshi Casino,

Please provide evidence that player breached casino's terms and opened more than one account. Aforementioned evidence please send directly to the AskGamblers Complaint Team at support@askgamblers.com.

Thank you in advance.

Oshi Casino

• Representative

8 years ago

Firstly, Mamuna thanks for emailing with me separately to this thread.

Before I go into the specifics of this claim, I just want to explain little bit more about the algorithms we use to identify duplicate accounts.

Essentially we look at a combination of a customers IP address and their 'browser fingerprint'. Here is a tool that can test your browser footprint. https://amiunique.org/fp
As part of my research for this reply, I did my own 'browser fingerprint' test on this site and it turns out no other browser from 701,298 records is like mine.

When we flag up duplicate accounts, we look at a combination of customers IP address and browsers they use and whether they used bonuses.

Customers can have as many duplicate accounts as they like, as long as they only use these duplicate accounts for real play i.e. no bonus use

We have flagged this person up as having 232 duplicate accounts. And yes, this is a lot of accounts. However...The largest number of duplicate accounts we have ever seen (aside from this) was with spammers claiming no deposit free spins, where they registered a batch of 152 accounts over two days. It takes approximately 5 minutes to register a throwaway email address, register with Oshi and confirm on Oshi and then receive and activate the bonuses, plus play the spins.

In this case something unusual is going on with these duplicate accounts. It looks like this person has somehow been 'touched' by a browser fingerprint and IP address that is shared with hundreds of other players. The IP address is 127.0.0.1 , otherwise known as localhost. http://www.tech-faq.com/127-0-0-1.html

So, that explains the vast majority of these duplicate accounts, however there are another 6 players using an IP address 103.49.203.XX , which resolves to Bangladesh where all players have identical browser fingerprints.

The customer is arguing that they could have picked up a public Wi-Fi connection and therefore ended up using a shared IP address from a number of other players.

However, if we work on the laws of probability here:
- unique IP address (fairly low probability)
- unique browser fingerprint (extremely low probability)
- all players on this IP address / same browser played with real money (very low probability)
- all players on this IP address / same browser used an identical first welcome bonus (we have 20 different welcome bonuses)
- playing on oshi from the same IP...(there are 3,000 casinos out there)

Then by the laws of probability this person has created duplicate accounts.

Duplicate accounts are a serious problem amongst all casino operators. Why? because they are profitable for those people creating the duplicate account. So, we have lots of provisions in our terms and conditions and tools to deal with this issue.

As a business, we stand by our terms and conditions. What does that mean? If for example somebody makes a claim against us and they fulfilled our terms and conditions, then of course we would pay. If you read through a couple of the older AskGamblers complaints you'll see examples of payouts.

In this case, this customer is saying he is innocent. However, the probability of his innocence is very low. So we have to make a judgement based on the evidence and it looks like this is a duplicate account.

Oshi Casino Complaint Stats

Resolved 42 / 42

Avg. Amount $3,764

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Oshi Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 27 out of 27 complaints in this category have been resolved.

This operator's average complaint duration is 8 days, while the average duration across all operators is 8 days.

Oshi Casino Complaints

See all complaints for this casino

Crypto withdrawal delayed for two days

Dear AskGamblers Team,

I would like to file a complaint regarding a delayed withdrawal at Oshi Casino, which is operated by Dama N.V.

My account has been successfully verified, and I requested a withdrawal to cryptocurrency. According to the information published on AskGamblers, withdrawals at Oshi Casino normally take around 2 hours, and pending time is between 0–2 hours. As this is a crypto withdrawal, I also understand that it should usually be processed very quickly.

However, my withdrawal has now been under review for two days. I have contacted the casino’s support team several times, and they only tell me that the withdrawal is still being reviewed by the relevant department, without providing a clear reason for the delay or a timeframe for completion.

This situation is very worrying, especially since everything on my account is fully verified and I followed all the rules. I kindly request your assistance in resolving this issue and ensuring that my withdrawal is processed as expected.

Thank you for your help.

Resolved

$1,341

Payment delayed over 5 days

Hello, I am trying to withdrawal after i won, I been waiting since 28.10.25. And its still on pending, when i ask support what is happening they are not saying anything and just say I must wait. They also claim that it take 24 hours to the withdrawals to be finished reviewed.

There are 2 withdrawals

1 on 23,510 Nok

2 on 40,000Nok

My account is fully verified and its very disturbing to wait so long when they claim to only take 24 hours

Please askgamblers help me

Resolved

kr63,510

Withholding withdrawal no communication

Dear Team

I’ve experienced ongoing issues with my withdrawal requests and would appreciate some clarity and resolution.

Initially, I was advised through chat to use certain withdrawal methods, which were later canceled on your end. Eventually, I was told to re-submit the request via Mastercard, which worked successfully after a month of back and forth.

On October 18th, I attempted another withdrawal from other winnings after deposits made using Mastercard. It remained pending for a week before being canceled. I was then advised to use a bank transfer method, which was also canceled. I tried the alternative bank method available, and that too was canceled.

When I reached out via chat, I was informed that my account would be closed with no reason given, and the agent had no information regarding the withdrawal issues.

I’m not looking to file a formal complaint at this stage, but I do hope this matter can be resolved amicably and transparently. Could you please explain the reasons behind these cancellations and the account closure notice?

Resolved

€5,000

Delaying regularly withdrawal

I know that in Oshi there is a rule that withdrawals must be made using the same method as the deposit. That’s why I deposited via Skrill and also requested my withdrawal with Skrill. First, I was kept waiting for one day, then my withdrawal was canceled, and they told me use bank transfer instead. It has already been 2 days, and I am still waiting. The support team only replies with copy-paste answers, which is very frustrating.

Their aim is to frustrate you and cancel your withdrawal and loss that win support agent never saying concrete things to you always writing like a chatbot “ queue, workload, wait a bit, “

Stay away this casino.

Resolved

€2,000

48 Hours Pending Time

I’ve never seen a casino that is so slow at handling payouts like that. I’ve been waiting for my money for 2 days now. They claim that they payout withdrawals fast but when you ask the support they say they have no timeframes for withdrawals which his absolutely crazy to me. Also I am verified on the website and this is my first time withdrawing after depositing THOUSANDS on their website. What a lack of respect for their costumers. I’m sick to my stomach.

Resolved

$300

Delaeyd payment

I am withdrawing 900e from this casino. My account is verified and everything else is in order. I have not used any bonuses when making a deposit. I have over 20 years of experience in online casinos. I have never encountered such a delay in withdrawals. Apparently others have had similar experiences with this particular casino. Customer service only says that the withdrawal is in the queue and they are supposedly having technical problems with it. This casino should still be certified by casino askgamblers and have the fastest withdrawals. What can I do about it?

Resolved

€900

Account closed and no explanation

Hi - I have an account at Oshi casino. Fully verified, no bonuses ever. Made over 10 deposits and withdraws no problem.

Suddenly my account is blocked when I try to log in and I get an email saying they have "decided" to close my account!!! No explanation just they have made a decision.

I ask for details but customer support is ghosting / not responding to me. My balance is approx EUR 5000 but I cannot be exact because I cannot get into my account. Screenshots attached.

AskGamblers - please help with this casino, they have a Certificate of Trust but this is not trustworthy :(

Resolved

€5,000

Waiting for Payment 3500 EUR for 5 days

I have been waiting for 5 days now, for this casino to pay out my winnings of 3,500 Euro. I did not use any bonus and my account is fully verified. Chat Support is no help and tells me they are awaiting the Manager's Approval.

I sent a message to my "VIP Manager" who did not bother to answer.

I really wonder all the time, why some casinos treat their players so badly and do this to upset everyone and cause work instead of simply paying out promptly. They take deposits within seconds.

Resolved

€3,500

Still waiting for my Withdrawal of 1800 EUR

23 Dec 16:25 requested a withdraw €1300 and after some hours 500€!

The nightmare began! I tried to solve my issue with live support! I asked them how long i had to wait but no response!

They were just telling me I had to wait!

25 Dec still nothing! I am using my wallet to avoid all this but it seems they don’t want to pay!

You don’t want to pay your customers even when is Christmas!

Resolved

€1,800

Pending withdrawal of 5000 USD

Hello I’m a member in Oshi Casino for maybe more than 3 years, my account is fully verified I’ve done more than 50 deposit and 3 cashout. In the main in Oshi.io they put

-12 min Average Cash Out time. Fast payouts

I’ve done a withdrawal of $4000 and $1000 they asked me to provide a Skrill proof with my details in 15 minutes after I made the withdrawal even though my account is fully verified, I provided what asked from them.

Know I’ve been waiting for 24 hours with no action from oshi.io to release my winnings.

Resolved

$5,000