Hello, I signed up and played at Osiris casino on the first of April 2015. I got very lucky and managed to have a balance of over 5K, they proceeded to making me sign forms, they asked for a bill, ID, bank statement. When I provided all the documents they replied that the account was approved and the finance department would get in touch with me.
Since then it has been 3 weeks with no email response. I tried contacting them again and kept getting the same answer, that I would be contacted from the finance department.
Last week I was told that my account manager (Jeff) would contact me within 24h for an update on my account, yet he did not. When I tried to go on chat, I was told he was in the office but in meeting all day and would not be able to help me. I proceeded to tell the chat rep that I was gonna get help online and make a formal complaint to this case. 5 minutes must have gone by and I received a call from Jeff himself. After a short chat he told me that they were going threw changes in their department and that is what caused the delay with my withdrawal. He also said I cancel my withdrawal and proceed to make a 2500 withdrawal and he would approve it instantly since my account had already been verified. He advised I play a little more with the rest of my balance, but once I got the email saying my withdrawal was processed I could go ahead and request the other withdrawal.
I took his advice and cancelled my withdrawal and requested a 2500 instead. Played a dozen hands playing blackjack (without a bonus) and lost a few hundred off my balance and decided to stop before I lost everything. The email was not sent instantly approving my withdrawal but the next day. Although there was a delay, I was still happy to know that Jeff was a man of his word and had done what he promised. I then went to withdraw the remaining balance on the account. The next morning(today) I get an email from Osiris saying that withdrawal has been denied and that all my winning have been confiscated for irregular play. I logged into my account this morning and my balance was gone.
This is a situation I cannot win alone, I am sure of this. My account has been verified for over 3 weeks now, and approved for withdrawals. Everything was in good standing with my account and the only way the finance department replied to me was when I told them I was gonna make a complaint. Now I understand that there are always changes made at different businesses and I am not doubting that, there could have been a delay because of this. I am also very appreciative of Jeff who personally called me to take care of the situation and did very quickly. What I don’t understand is the choice they made at the end giving me some vague reason about irregular game play, when I made sure to respect all the terms they have on their website.
Please help me contact Jeff or someone at Osiris and have them pay me my winnings. I did nothing wrong here, and I am honestly upset with the daily chat sessions and emails I wrote that were ignored until now. Please help me claim my winnings, it is more than life changing for me.