Beschwerde #19 Oshi Casino

Unfairly voided my winnings after a ''software issue''

Von stasjo

vor 8 Jahren

I recently started playing on Oshi which i think is a great casino!

I got a bonus and started playing. I made a deposit of 4650 SEK and got a correctly credited bonus of 3999 SEK. I did some gambling and got very lucky and won some money and my total balance was 13869 SEK (for a total winning of 5220 SEK).

I later asked in the support about where I can see the wagering requirement for my bonus. At this point, the support claimed there was a technical error with my bonus. Oshi support then reset my balance to the original amount of the deposit + bonus = 8649 SEK, voiding my 5220 SEK win.

I do not feel that it is fair to void my winning based because they had some software glitch. My deposit was successful and I was credited with the correct bonus amount, and I was lucky enough to win in the casino.

See also attached chat log with Oshi support pasted below.

I hope that Oshi management can review my case, and hopefully re-credit my winnings.

Best,
Staffan

Chat transcript

Tell us your name: Staffab

Support Agent 2 Mon, 07/31/17 12:17:33 pm Europe/Stockholm

Hey there, how can I help you?

Staffab 12:17:46 pm

Hi
I talked previously with the supper, I got a bonus from the casino 12:18:03 pm
But there appears to have been a technical error
I would like to know the status of my issue
The background is that it appears that my bonus was credited with an incorrect rolll over requirment 12:19:29 pm

Support Agent 2 12:19:54 pm

Minute, please, will check
We fixed that error. Now we will get your balance back to deposit sun, credit you with the right bonus and give you bonus FS for your waiting 12:24:46 pm

Staffab 12:25:03 pm

But I already did playing and won some money
I do not think it is fair to reset the balance, you could reset the roll over requirment?

Support Agent 2 12:27:44 pm

Sorry, but you was not supposed to play, because you was credited with bonus without wagering.

Staffab 12:28:08 pm

But how was i supposed to know that?
I only found out later

Support Agent 2 12:29:24 pm

So we will credit you with additional FS for that

Staffab 12:30:05 pm

I still dont see how me playing should not be valid, since the bonus was credited corretly
it was only the counting of the play that did not work

Support Agent 2 12:30:36 pm

You was playing with casino money that wasn't wagered correctly

Staffab 12:30:55 pm

I made a depsoit and started playing

Support Agent 2 12:31:29 pm

We will roll back your fund to deposit and add a correct bonus on it

Staffab 12:31:35 pm

Ok I thank you for fixing the error but I am not content with your desicion that my winnings is void. Is there formal channel that I can question the descision?
The roll back will remove my 5000 SEK winning 12:32:03 pm
So obviously I am not happy with that

Support Agent 2 12:33:54 pm

Sorry, but we have to do that, because you won that 5000 using casino money, that wasn't wagered correctly.
Also we will credit you FS bonus over the one you will get with your deposit

Staffab 12:35:18 pm

Ok, I am still not happy with this outcome. I played with money that I deposited. I will post a complaint and see where that leads me. Thanks anyhow for the help

Support Agent 2 12:36:40 pm

You won't lose your money. You will just start playing with the correct bonus

Staffab 12:37:57 pm

Ohh ok
maybe i misunderstood 12:38:00 pm
when will the change happen?
my accounbt looks the same
I.e. my balance is 13869 SEK and I have no active bonus 12:39:19 pm

Support Agent 2 12:39:32 pm

Minute please, working on it

Staffab 12:42:05 pm

I argue then that I should have 13869 SEK total balance, 4000 of which is the bonus, with the associated RO requirment

Support Agent 2 12:42:45 pm

Bonus added. Additional FS bonus will be added by manager in some time. Good luck

Staffab 12:45:33 pm

My balance now sais 8649 SEK, So I have obviously lost about 5000 SEK of winnings

Support Agent 2 12:46:48 pm

Sorry, but you wasn't supposed to play with money you got from casino cause of error

Staffab 12:47:42 pm

Ok, I am not satisfied by the outcome but thank you for your assistance. I will post a complaint and hopefully get a review by management

Duration: 31m 13s
Chat started on: https://oshi.io/

Unseriöses Casino Oshi Casino

Grund Falsche Berechnungen

Betrag kr5220

Diskussion

stasjo

• Schweden

vor 8 Jahren

Thanks Nick for resolving this with me and Thanks also to AskGamblers.

@AskGamblers, I have been generously compensated by Oshi, please close this complaint.

Oshi Casino

• Representative

vor 8 Jahren

Thanks Staffan... I do appreciate you being so helpful on all of this.

Nick
Oshi

stasjo

• Schweden

vor 8 Jahren

Hi,

Thanks to Oshi for being very helpful on this issue. I have received an offer which I have accepted and I am waiting for additional instructions and confirmations.

Best,
Staffan

AskGamblers

• Support Team

vor 8 Jahren

Dear @stasjo,

AskGamblers Complaints Team have been informed that Oshi management accepted our suggestion for a possible resolution of this complaints case and they are now awaiting your confirmation before being able to proceed further. An email with the offer has already been sent to you. Please make sure to respond within the given 96 hours.

Thanks for cooperating the AskGamblers Complaints Team.

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