OshCasino - Povlačenje igrača je odloženo.

Hello, I need help receiving my earnings. Honestly, they don't want to answer me. I also read the complaints and it seems they're doing the same thing to everyone. They don't communicate at all and denied my withdrawal for no reason.

hola necesito ayuda en recibir mis ganansias honestamente no quieren contestarme tanbien ley las quejas y se be que estan asiendo lo mismo con uno on que sea no se communican para nada y negaron mi retiro sin razon

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear vista760,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Could you please specify how many days ago was your withdrawal requested?
• Was your account, including the payment method, successfully verified?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you.

Thank you in advance.

Best regards,

Attila

yes its been a week but yes i have been. verified as far as im aware an they denied my last withdrawal but they dont reply to me or give me info regarding the issue . all i want is info if their going to pay me my winnning or not i dont understand all the delay

no update by any chance?

Now they closed my account, supposedly for having multiple accounts and I don't know what, and suddenly they reopened it but without my withdrawal and my verification was approved. How does that work? This casino doesn't care about its customers. Besides, they refunded me 250 that they still haven't returned. The truth is, this casino is too unsafe to have a good rating.

ahora me cerraron la cuenta por segun miltiple cuentas y no se que y de repente me la abren pero sin mi retiro y mi verificacion fue aprobada como va eso este casino no les importa sus clientes aparte me regresaron 250 que todavia no me regresan la mera verda este casino es muy inseguron para teneer buena calificacion

Dear vista760, thank you for your response. To better understand your current situation, could you please confirm the following details?

· Is there a possibility that you have opened multiple accounts at OshCasino?

· Is there any chance that someone from your household or using the same IP also created an account at this casino?

· Do I understand correctly that you have passed the KYC verification? Can you currently access your account?

Thank you once again for your patience and cooperation

Best regards,

Attila

no ive never made another account thats the only account i have a yes it allows me to access again but they conficated all my winninings to top it off they were going to give me my suposely 250 back but i couldnt withdraw it cuz the minimum was 400 so then i was like first they take my witgdrawel and then like nothing happened just live my iniatee deposito and say i can continue playing how does that work..and abusing bonus i dont think so it was my first time depositing there

yes i have also paser kyc and that was whhen supposely i was banned

and now supposely i can withdrawel but how when they just took away all ny winnings thats not cool oh and now live chat is available when before their was no reply this casino is insane iswear

actually they just blocked me again

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Thank you for your assistance. I greatly appreciate your help. I am confident in the reliability of your security index, and I am hopeful that OSHCASINO will be trustworthy in the end. Please do not hesitate to contact me if you require any further assistance.

Hello vista760,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite OshCasino to join the conversation.

Dear OshCasino,

Can you please explain your actions regarding the player? Their account was previously closed, likely due to some rule violation. Later, you reopened their account with their winnings confiscated, only to close it shortly after?

I would greatly appreciate it if you could clarify the basis for your actions, as we are keen to understand how it aligns with the fair and transparent practices generally expected from reputable casinos. If there are any relevant details or circumstances that cannot be shared publicly, you can provide them directly to me at michal.k@casino.guru for an independent assessment.

Dear CasinoGuru,

Please note that the player’s account was closed following an internal compliance and risk review, during which we identified circumstances indicating a breach of our Terms and Conditions, including restrictions relating to duplicate and linked accounts, as well as prohibited abusive use of promotional offers.

Under our Terms and Conditions, each customer is permitted to maintain only one account, and any activity involving multiple linked accounts and/or the misuse of promotional offers may result in account closure, confiscation of winnings derived from such activity, and refund of the original deposit, where applicable.

Accordingly, the account was permanently closed and the relevant measures were applied in line with our Terms and Conditions and internal compliance procedures.

As this matter involves internal risk controls, account-linkage analysis, and personal data considerations, we are not in a position to disclose more detailed evidence or customer-specific internal findings in a public complaint thread. 

OSH Casino

Dear OshCasino,

Thank you for your response.

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the documentation to me privately at michal.k@casino.guru for an independent review.

Thank you in advance.

Dear CasinoGuru,

Thank you for your message.

Due to AML, fraud-prevention, internal risk-control and personal data protection considerations, we are not in a position to disclose detailed account-linkage evidence, internal risk-analysis materials or information that may relate to other customer accounts.

We can confirm that, following an internal compliance and risk review, the player’s account was found to be linked to multiple duplicate accounts, in breach of our Terms and Conditions, including Clause 6.4, which permits each customer to maintain only one account.

The use of linked accounts in connection with promotional offers, including free spins upon registration, was assessed as promotional abuse and an attempt to gain an unfair advantage, in accordance with Clauses 20.3.14, 5.1.7, 4.10 and 4.11.

Accordingly, the account was permanently closed and the relevant measures were applied in accordance with Clauses 7.2 and 25 of our Terms and Conditions.

Kind regards,

OSH Casino

Dear OshCasino,

Thank you for your response.

While I acknowledge your conclusion that, following your review, a breach of your Terms and Conditions has occurred, no supporting evidence has been provided to us in our capacity as an independent dispute mediator. Without such documentation, we are unable to properly assess the situation or align with your decision.

I understand that you may be bound by internal policies; however, without the possibility for us to independently review the evidence underlying the alleged breach, the actions taken appear difficult to justify from a fairness perspective.

Additionally, by submitting a complaint on our forum as a reputable independent dispute mediator, the player has provided consent for us to receive relevant information and evidence related to their casino account, as outlined in our procedures.

I would also like to emphasize that we are open to facilitating this process further, including signing a power of attorney with the player or entering into a non-disclosure agreement with you, should this be required to clarify the matter.

I would also like to reflect the player’s statement, in which they explicitly deny the creation or use of multiple accounts, confirm full cooperation during the verification process, and express a clear willingness to resolve the matter amicably. This further emphasizes the need for a transparent and evidence-based review.

I look forward to your timely response.

Dear CasinoGuru,

Thank you for your response.

We acknowledge your role as an independent dispute-resolution platform. However, we must clarify that the submission of a complaint on your forum does not automatically authorise OSH Casino to disclose confidential account-related information, internal compliance materials, AML/fraud-prevention findings, account-linkage evidence, or any information that may concern third-party accounts.

If CasinoGuru wishes to act not merely as a public complaint mediator, but as an authorised representative of the player and receive confidential account-related information on the player’s behalf, we kindly request that you provide a duly signed power of attorney from the player, in a form allowing OSH Casino to verify the player’s identity, the authenticity of the authorisation and the exact scope of CasinoGuru’s authority.

Where required due to the country of issuance and the form of the document, such power of attorney must be notarised, apostilled or otherwise legalised in accordance with applicable requirements.

Until such formal authority is provided and verified, OSH Casino is not in a position to disclose detailed account-linkage evidence, internal risk-analysis materials, AML/fraud-prevention indicators, or any information that may directly or indirectly relate to other customer accounts.

For the avoidance of doubt, even if such authorisation is provided, OSH Casino will not disclose information relating to other customers, internal AML/fraud-prevention methodologies, risk-scoring logic, internal compliance tools, internal risk-analysis materials or any information that could compromise the integrity of our compliance and fraud-prevention systems.

Our position remains unchanged. Following an internal compliance and risk review, the player’s account was found to be linked to multiple duplicate accounts, in breach of Clause 6.4 of our Terms and Conditions, which permits each customer to maintain only one account.

The use of linked accounts in connection with promotional offers, including free spins granted upon registration, was assessed as promotional abuse and an attempt to gain an unfair advantage under Clauses 20.3.14, 5.1.7, 4.10 and 4.11 of our Terms and Conditions.

Accordingly, the account was permanently closed and the relevant measures were applied in accordance with Clauses 7.2 and 25 of our Terms and Conditions.

Kind regards,

OSH Casino.

Dear OshCasino,

Thank you for your reply and for clarifying your position. As it appears that further engagement is unlikely to yield any material clarification or supporting evidence, we will proceed with closing this case as Unresolved – Insufficient evidence from the casino.

Dear vista760,

As you and everybody else following this thread can see, the casino has shown reluctance to provide us, acting as an independent dispute mediator, with any evidence regarding the alleged accusation. This lack of evidence hinders my ability to perform a comprehensive and independent evaluation of the situation. Furthermore, they have not shown any reasonable willingness to find a potential settlement of the issue at hand.

As a result, we find ourselves unable to endorse the actions taken by the casino, and it seems that the confiscation of your winnings is unfair at this moment.

This absence of transparency contradicts the principles of fair practice that we are committed to maintaining, which are essential for fostering a fair gambling environment for both players and operators.

Consequently, we regret to inform you that we have to close this complaint as Unresolved—Insufficient evidence from the casino.

I understand that this is not the resolution you were hoping for, but without the casino's appropriate cooperation, there is little that can be accomplished. The negative effect on the casino’s safety index rating due to unresolved complaints may prompt them to reconsider their approach. Your case will also serve as a cautionary tale for other players regarding their practices. Should the casino decide to appropriately address this matter, we will reopen your complaint and inform you via email. In the meantime, should you want to pursue your complaint further, you can contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website.

This was the standard approach until not long ago. However, their complaint-handling process has since been updated, as outlined in their Third-Party Complaint Policy | Anjouan Gaming

According to their policy, the Authority does not mediate, arbitrate, adjudicate, or otherwise intervene in individual player-operator disputes. However, if a complaint is not resolved by the casino team within 30 days, it may be escalated to an independent Alternative Dispute Resolution (ADR) provider. Participation in ADR is mandatory for all licensed operators, and the operator is required to cover the associated costs (if applicable).

As OshCasino has not appropriately engaged in our own dispute resolution process as an ADR mediator, this may constitute a potential breach of licensing conditions. For this reason, it may be appropriate to inform the licensing authority of the situation. You can contact them here: Contact | Anjouan Gaming

They may be able to review the matter further and take any necessary action which could help to potentially resolve your issue.

Please let me know how they respond at michal.k@casino.guru if you decide to pursue this option.

Regrettably, this is where any potential assistance from our end concerning your case concludes.

While we are unable to assist further with this specific case, please do not hesitate to contact us regarding any other casino-related issues in the future, and we will try our best to help where possible.

Kind regards,

Michal

Casino Guru