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Complaint Against Oshi Casino – Winnings Confiscated After Bonus Was Completed

I am submitting this complaint because I believe my winnings were confiscated incorrectly.

Timeline of events:

I made a deposit and received a 75% deposit match bonus and 50 free spins.

I completed the wagering requirements for my deposit bonus.

I then used the 50 free spins.

During the free spins bonus, I won approximately €650.

The casino applied the free spins maximum cashout rule and reduced my balance to €200, which I accepted.

I then completed the wagering requirements on the €200. At approximately 8:00 AM, my bonus was shown as completed. I have screenshots proving this.

After the bonus was fully completed, the €200 became my real balance. There was no active bonus remaining.

I continued playing with my real balance of €200 and increased it to approximately €3,300.

I requested a withdrawal.

The casino rejected my withdrawal and confiscated my winnings, claiming I had not completed the wagering requirements and that the free spins maximum cashout still applied.

I disagree with this decision because the maximum cashout had already been applied when my balance was reduced to €200. I then completed all wagering requirements, after which the bonus ended. My later winnings were achieved using my real-money balance after the bonus had been completed.

I have screenshots showing:

The bonus was completed at approximately 8:00 AM.

The balance after the maximum cashout was €200.

My balance increasing to approximately €3,300 after the bonus ended.

The withdrawal request.

The casino’s rejection.

I respectfully request an independent review of my case and ask the casino to explain which specific term allows them to confiscate winnings earned after the bonus had already been completed and converted into a real-money balance.

I would also like to point out that the casino had already enforced the free spins maximum cashout by removing approximately €450 from my winnings and leaving me with €200. I accepted this decision and continued to complete the wagering requirements on the remaining €200.

According to my screenshots, the wagering was successfully completed at approximately 8:00 AM, and the bonus ended. The casino can verify this from my account history, bonus history, and game logs. Only after the bonus was completed did I continue playing and increase my balance to approximately €3,300.

I therefore do not understand how the casino can later claim that the wagering requirements were not completed. If that is their position, I ask them to provide the exact timestamp, bonus history, and game history showing how this conclusion was reached. My screenshots indicate the opposite.

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Stay safe.

Dear Neddyyy16,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Complaint Summary

I respectfully request an independent review of this case because I believe my winnings were confiscated incorrectly.

I fully understand and accept that the free spins promotion had a maximum cashout limit. I am not disputing that rule.

Here is what happened:

I made a qualifying deposit and received a 75% deposit match and 50 free spins.

After playing the free spins, I won approximately €650.

The casino then correctly applied the maximum cashout rule and deducted approximately €450, leaving me with €200. I accepted this deduction without dispute.

I then completed the wagering requirements on the remaining €200. At approximately 8:00 AM, the bonus was shown as completed. I have screenshots confirming this.

Once the wagering was completed, I continued playing with the €200 balance and increased it to approximately €3,300.

I submitted a withdrawal request.

Only after my withdrawal request was the casino rejected my winnings, claiming that the bonus had not been completed and limiting my balance back to €200.

My concern is that these events appear to contradict each other.

If the bonus had not been completed, why did the casino:

Apply the maximum cashout and leave me with €200?

Mark the bonus as completed?

Allow me to continue playing for hours without any active bonus restriction?

Only raise this issue after I requested a withdrawal?

I am asking Casino Guru to request the casino’s internal records, including:

Bonus history.

Bonus completion timestamp.

Wagering progress and completion logs.

Balance history.

Game history after the bonus ended.

The exact rule relied upon to confiscate winnings earned after the bonus was marked as completed.

I believe these records will clearly show whether the €200 became my real-money balance after the wagering requirements were completed.

I am not asking for special treatment. I am only asking for a fair review based on the casino’s own records and the screenshots I have provided.

"The casino had already enforced the maximum cashout and completed the bonus before I won the €3,300. I am asking Casino Guru to verify the bonus completion time, balance history, and game logs to determine whether my later winnings were made after the bonus had ended."

Complaint Against Oshi Casino – Winnings Confiscated After Bonus Completion

I am requesting an independent review of my case because I believe my winnings were confiscated incorrectly.

I would like to make clear that I am not disputing the maximum cashout rule on the free spins. I accepted that rule when the casino applied it.

The timeline of events is as follows:

I made a deposit and received a 75% deposit match bonus and 50 free spins.

I completed the required wagering.

I played the free spins and won approximately €650.

The casino applied the free spins maximum cashout limit and reduced my balance by approximately €450, leaving me with €200.

I accepted this outcome.

I then completed the remaining wagering requirements. At approximately 8:00 AM, the bonus was completed by the casino system and my balance showed as a real cash balance of €200.

After the bonus was fully completed and there was no active bonus remaining, I continued playing with my real balance.

I increased my €200 real balance to approximately €3,300.

I requested a withdrawal.

The casino rejected my withdrawal and confiscated my winnings, claiming that the wagering requirements had not been completed and that the free spins maximum cashout still applied.

My concern is that the casino’s decision contradicts the account history. The maximum cashout had already been applied, the wagering was completed, and the system allowed me to continue playing with what was shown as real money.

I respectfully ask Casino Guru to request the casino’s internal records and verify:

The exact time the bonus was completed.

The wagering completion logs.

The balance history showing the €200 real balance.

The game history after the bonus ended.

The specific bonus term that allows winnings earned after bonus completion to be confiscated.

I have screenshots showing the bonus completion, balance changes, and withdrawal issue. The casino should be able to confirm these events through their own system records.

I am only asking for a fair review based on the evidence and the casino’s own transaction and game logs.

"The cap was already applied. The wagering was completed. The system removed the bonus status and left me with €200 real balance. I then played with real money and won €3,300. The casino cannot later treat that play as if the bonus was still active."

"Please explain why my account showed the bonus as completed and allowed me to play with a cash balance, then later treated those same bets as bonus play."

"I accept the €200 maximum cashout rule. My dispute is that the cap was already applied and the bonus was marked completed before I played further. Please verify the timestamps and balance history

The strongest part of your case is not the €200 cap — you are saying you accepted the cap. Your argument is that:

The bonus wagering was completed.

The system applied the cap and left you with €200.

The bonus showed as completed.

You then played with that €200 and won the €3,300.

The casino later treated those winnings as if the bonus was still active.

If the casino’s own logs confirm that sequence, it would strengthen your case significantly.

"After the max cashout was applied, I had exactly €200 in my raw cash balance, ready to withdraw, with the bonus fully completed and no active bonus visible in the account. The system treated it as normal money. I continued playing on that basis."

Summary of dispute:

You received a deposit bonus with free spins.

You won around €35 from the free spins and built the balance up to approximately €1,100 while completing the bonus wagering.

You completed the wagering requirement.

You have a screenshot showing "wagering complete" at around 8:00 AM.

After completion, Oshi Casino applied the maximum cashout rule and removed the excess amount, leaving you with €200.

You say that after this point:

the bonus was no longer active,

there were no bonus funds remaining,

the €200 was your raw cash/real balance,

and it was available to withdraw.

You then played using that €200 cash balance and won further winnings.

Oshi Casino later confiscated those winnings, saying the bonus was still active and the €200 maximum cashout applied

I respectfully request an independent review of this matter.

I am not asking for the original bonus terms to be ignored. I accept the €200 maximum cashout rule. My concern is that the wagering requirement was completed, the bonus was removed, and my remaining €200 balance was shown as real cash with no active bonus.

I ask that Oshi Casino provide the relevant account logs showing:

the exact wagering completion time,

the bonus status after completion,

the balance classification after the €200 adjustment,

and the game history after completion.

If the account records confirm that my later winnings were generated after the bonus had ended, I believe those winnings should be considered valid.

Thank you for reviewing my case.

I would also like the exact account logs showing the moment the bonus balance was converted/adjusted.

Please provide:

The exact timestamp when the wagering requirement was completed.

The exact timestamp when the excess amount was removed under the maximum cashout rule.

The transaction or balance adjustment showing the remaining €200.

The status of that €200 balance after the adjustment (cash balance or bonus balance).

Confirmation of whether any bonus or wagering requirement remained active after this point.

My understanding from my account was that the bonus had ended, the excess amount had already been removed, and the remaining €200 was available as withdrawable cash. I would like this verified using the account records.

There was no remaining bonus balance after the wagering requirement was completed. The original free spins bonus had been settled, the excess amount had been removed, and the remaining €200 was shown as cash balance. I request confirmation from the casino logs of the balance classification at that time.

"After completing the wagering requirement, I checked my account and there was no active bonus displayed anywhere. My balance was shown as normal cash. I continued playing based on the status displayed by the casino."

"The bonus rules were already applied. The cap was already enforced. I accepted the €200 and played with what my account showed as cash."

"After the bonus wagering was completed and the maximum cashout adjustment was applied, the remaining €200 was assigned to my real cash balance. The bonus balance showed no remaining funds and no active bonus. I then played using the real cash balance displayed by the casino

im sorry I’m sending slot of messages I’m panicking it’s a lot of money I’m scared please help me

I accepted the bonus and made my decisions based on the published bonus terms and conditions provided by the casino.

I followed the stated rules, completed the wagering requirement, and accepted the maximum win adjustment that was clearly stated in the terms. After the adjustment was applied, my balance was reduced and the remaining €200 was shown in my real cash balance. There was no visible active bonus or remaining wagering requirement on my account.

My dispute is not about the original €200 maximum win rule. I accepted that rule and complied with it.

My concern is that the casino later applied an additional restriction, stating that after the maximum win adjustment I was required to withdraw immediately and that any future winnings would still be treated as bonus winnings. I have reviewed the bonus terms and conditions, and I cannot find any clause clearly stating that this restriction applies after wagering has been completed and the balance has been converted/displayed as real cash.

If this rule had been clearly stated in the bonus terms, I would have withdrawn the remaining €200 immediately. However, I relied on the terms provided to me and the way my account displayed the balance.

I respectfully request that the casino provide:

the exact bonus term that states the balance remains linked to the bonus after wagering completion and maximum win adjustment;

the account logs showing the bonus settlement, balance adjustment, and classification of the remaining €200;

confirmation of why the account displayed the funds as real cash if bonus restrictions were still active.

I believe I acted in accordance with the published terms and request a fair review based on the written rules and account records.

I also have video evidence showing the bonus terms and conditions that were available to me, including the specific terms for the second deposit bonus.

This recording shows the information that was provided when I accepted the bonus. I am happy to provide this evidence so the wording of the terms can be reviewed directly.

My position remains that I followed the published bonus terms that were available to me. If the casino relies on an additional restriction after wagering completion and after the maximum win adjustment, I request that they identify where this restriction was clearly stated in the terms I agreed to.

I would also like to point out that if this restriction had been clearly explained in the bonus terms, I would not have continued playing with the remaining balance.

After the maximum win adjustment was applied, I believed the bonus had been completed because the wagering requirement was finished, the bonus was no longer showing as active, and the remaining €200 was displayed as real cash balance.

There would have been no reason for me to continue playing if I had known that any future winnings would still be treated as bonus winnings and subject to the same maximum win restriction. I acted based on the information shown on my account and the published terms available to me.

The casino has no contractual basis for confiscating my €3,100. I have reviewed the full Bonus Terms and Conditions meticulously. There is no clause outlining a maximum win cap or conversion limit for this bonus. The terms explicitly state that winnings become available for withdrawal after meeting wagering requirements, and that bonuses are non-sticky. I fulfilled the wagering requirements perfectly while strictly keeping my bets at €1 (well below the €5 limit). The casino is inventing non-existent rules to avoid paying out a legitimate win."

The casino is completely contradicting itself by offering four different, rotating excuses. This proves they have no legitimate contractual ground to hold my €3,100:

Regarding 'Maximum Win Limit': As proven by the full Bonus Terms and Conditions I submitted, no such cap or limit is written anywhere in their promotional text. A hidden, unwritten rule cannot be legally enforced against a player.

Regarding 'Funds Still Linked to the Bonus': The casino's own automated system finalized the bonus, applied its own deduction, and placed a clean €200 into my cash balance. Their terms explicitly state that bonuses are 'non-sticky' and that funds become withdrawable after wagering. You cannot classify funds as restriction-free cash in the account interface and then retroactively claim they are still restricted bonus funds. [1]

& 4. Regarding 'Bonus Abuse' and 'Dishonest Winnings': This is a malicious, baseless accusation. My entire game history proves my maximum bet during the active bonus period was strictly €1 (well below their €5 limit). I used one single account, exploited no bugs, and followed every visible rule to the letter. Shifting the blame to vague 'abuse' clauses simply because I won with my own cash balance is predatory.

I request the mediator to compel the casino to provide the exact written clause showing this specific cap, alongside my unedited gameplay logs to prove no rules were broken."

"I want to inform the mediator that I have full, timestamped screenshots of every single one of these four excuses provided by the casino support team. They are throwing contradictory arguments at the wall because they realize their system interface and published terms do not support their actions. I am ready to upload these chat and email screenshots directly to the mediator to prove the casino is acting in bad faith."

"The casino's logic is entirely flawed and predatory. A casino cannot apply a maximum win restriction twice. The system already finalized the bonus, stated 'Wager Done and Completed,' and executed the maximum win adjustment by taking €450. The remaining €200 was delivered to me as an unrestricted cash balance. Any subsequent play was cash play. Confiscating my €3,100 win after the bonus contract was already closed and settled is a direct attempt to steal legitimate cash winnings." [1]

Thank you for the explanation.

To better understand what happened, I would appreciate it if you could clarify the following:

• Could you please confirm whether your casino account balance was separated into real money and bonus money balances?
• When you continued playing, was the balance you were using displayed as withdrawable/real money, or was it shown as part of your bonus balance?
• You mentioned that your balance reached 3,300. Approximately what time did you reach this amount? Please provide a screenshot of your game history or betting history showing this balance, if available.
• At what time did you submit the withdrawal request that was later rejected?

Also, I kindly ask that you avoid posting multiple consecutive messages or repeating the same information. While I understand your frustration, excessive messages can make it more difficult to review the case, identify key details, and keep the complaint organized. Providing all relevant information and evidence in a single, structured reply helps us assess the situation more efficiently and increases the likelihood of a timely resolution.

Hello,

Thank you for your reply.

Please find my answers below.

1. Was my balance separated into real money and bonus money?

During the bonus wagering, the balance was connected to the active bonus. However, after I completed the wagering requirement, the casino automatically applied the maximum win rule.

At approximately 07:51 UTC, my balance was approximately €650. The casino then deducted approximately €450, leaving €200 in my account. From that point, the bonus had been completed and the €200 was displayed as withdrawable. I understood this to mean that the wagering had ended and that I was now playing with my available balance.

2. Was the balance shown as withdrawable or as bonus money?

It was shown as withdrawable. It was not displayed to me as an active bonus balance.

This is one of the main reasons for my complaint. If the remaining €200 was still considered bonus funds, I would reasonably have expected this to be clearly stated in the published Bonus Terms and Conditions or clearly displayed in my account before I continued playing.

3. Approximately when did my balance reach €3,300?

It was later the same day, after I had continued playing with the €200 withdrawable balance.

Unfortunately, I do not currently have a screenshot showing the exact €3,300 balance because I believed everything was normal at the time and had no reason to expect the winnings would later be confiscated. However, the casino’s complete betting history and account logs will show every wager, every balance change, and the exact time the balance reached approximately €3,300.

4. When did I submit my withdrawal request?

I submitted my withdrawal request shortly after reaching the final balance. The exact timestamp can also be confirmed from the casino’s withdrawal history and account logs.

I would also like to clarify the main issue in this complaint.

I am not disputing the €200 maximum win rule. The casino already applied that rule once when it reduced my balance from approximately €650 to €200 at around 07:51 UTC.

My complaint concerns what happened after that adjustment.

I carefully read the published Bonus Terms and Conditions before playing and relied on those published rules. I kept my bonus bets between approximately €0.20 and €1.00, used only one account, did not manipulate wagering, did not exploit any bugs, and did not engage in any of the examples of bonus abuse listed in the terms.

After reviewing the Bonus Terms and Conditions again, I cannot find a clause stating that after the wagering requirement has been completed, after the maximum win cap has already been applied, and after the remaining balance is shown as withdrawable, that remaining balance continues to be treated as bonus funds and that any future winnings from it may also be confiscated.

If such a rule had been clearly stated, or if I had been informed before continuing to play, I would have withdrawn the €200 immediately. It would make no sense for me to continue playing if I knew that any future winnings would also be confiscated.

For this reason, I respectfully ask that the complaint be decided based on:

The published Bonus Terms and Conditions;

The exact wagering completion time;

The bonus status history;

The balance history showing the €650 to €200 adjustment;

My complete betting history;

My withdrawal history; and

The complete internal account logs.

I believe these records will objectively establish the sequence of events and clarify whether the published terms clearly informed me that the remaining €200 would continue to be treated as bonus funds after the wagering requirement had already been completed.

Thank you for your time and assistance.

To clarify, the winnings of approximately €3,300 were not won while the bonus wagering was still active. They were won after the wagering requirement had been completed and after the casino had already applied the €200 maximum win rule by removing approximately €450 from my balance. Following that adjustment, €200 remained in my account and was displayed as withdrawable. It was from that remaining balance that I continued playing."

I would also like to clarify the main issue in my complaint.

I have already accepted the first application of the €200 maximum win rule.

After I completed the wagering requirement, my balance was approximately €650. At approximately 07:51 UTC, the casino applied the maximum win rule, removed approximately €450, and left €200 in my account, which was displayed as withdrawable.

I accepted that decision and continued playing with what I understood to be my remaining withdrawable balance. From that €200, I later won approximately €3,300.

My question is simple:

On what contractual basis was the balance capped a second time?

The casino has stated that "the winnings from the bonus money are still considered bonus money." However, after carefully reading the published Bonus Terms and Conditions, I cannot find any clause stating that after the wagering requirement has been completed, after the maximum win cap has already been applied, and after the remaining balance is displayed as withdrawable, that balance continues to remain tied to the bonus and that any future winnings from it may also be confiscated.

If such a rule had been clearly stated in the published Bonus Terms and Conditions, I would have withdrawn the €200 immediately. It would make no sense for me to continue playing if I knew that any future winnings would also be confiscated.

For this reason, I respectfully ask that the complaint be assessed based on the published Bonus Terms and Conditions together with the casino’s account logs, which will show the exact wagering completion time, the application of the first €200 cap, the balance history, and all subsequent gameplay.

Hello can you reply thanks immediately

This is the casinos final deadlock letter

Can you issue a response and take this case seriously please if you’d responded I wouldn’t have to message every time it’s been a week since you last replied

Dear Neddyyy16,

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, Igor, (igor.p@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,

Jean

Dear Neddyyy16,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Oshi Casino and I hope that together we will come to a successful resolution of your issue.

As my colleague mentioned previously, I would like to ask you to reply only to specific questions or share the necessary information.

Writing long messages without any added value makes the thread less clear and actually makes my work more difficult.

Additionally, I would like to ask you to remain respectful toward all parties involved.

If this behaviour continues, I will unfortunately have to reject and close this complaint.

Now I would like to invite a Oshi Casino representative to join this conversation and participate in resolving this complaint.

Dear Oshi Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.