Ask the Casino Guru team (σελίδα 26)

Request for Casino Guru to Reconsider and Reopen My Complaint Against Oshi Casino

I am asking Casino Guru to reconsider the decision to close my complaint against Oshi Casino.

I want to be honest: I did send numerous emails to Igor. I acknowledge that he warned me that continuing to send emails could result in my complaint being closed.

However, I want to explain why I kept contacting him. My complaint had been pending for months, and I had no clear timeframe for when the regulator would make a decision. I was repeatedly left in the dark, without meaningful updates or reassurance that anything was progressing.

I became increasingly frustrated and upset because €3,159 was at stake, and I simply wanted to know what was happening with my case.

I did not understand that repeatedly asking for updates would ultimately result in my entire complaint being rejected. I understood that continued emails were discouraged, but I did not expect the complaint itself to be closed without a decision on the actual dispute.

I accept that I should have reduced the number of emails I sent. However, I believe closing the complaint for this reason was disproportionate, especially when the underlying dispute had not been resolved.

Most importantly, Igor explicitly stated that the rejection was not based on whether Oshi had done anything wrong. Therefore, my complaint has never actually been decided on its merits.

My dispute concerns Oshi applying a €200 maximum cashout restriction to winnings accumulated after I had completed the bonus wagering requirements. I have substantial supporting evidence, including Oshi’s complete bonus ledger and a recording of the original July bonus terms.

I am not asking Casino Guru to automatically rule in my favour. I am asking for a fair opportunity to have the actual evidence and dispute examined.

Please reconsider the rejection and reopen my complaint, or allow another moderator to review the decision independently.

I believe a complaint involving €3,159 should not be left without a merits-based outcome simply because a frustrated player repeatedly asked for updates while being kept in the dark.

If my complaint is reopened, I am happy for another mediator, such as Martin, to take over. I also want to make clear that I will respect the process and will not send repeated emails or interfere with the investigation. I will leave the mediator to carry out their work and will only get involved or respond when I am contacted or asked to provide further information.

All I want is a fair and impartial review of my complaint and the opportunity for the actual dispute to be resolved on its merits.

Hello, I understand what you’re asking for, why you’re asking, and the conclusions you’ve reached. But there are a few things I need to make clear.

The forum is not the place to request that a complaint be reopened, and you cannot choose which mediator would handle it.

I believe the final response in your complaint already explains the situation. From what you’ve written here, though, it seems that conclusion hasn’t been taken into account, so I’ll repeat it below.

At this point, the matter is for the regulator to assess. Please respect that we have nothing further to add here, and there’s no need to continue the same discussion on the forum:

"As I mentioned in our email correspondence, the casino has forwarded this complaint to the official regulator, and we are awaiting the regulator’s decision. I also specifically asked you to refrain from sending extensive email correspondence while this decision is pending. However, this request has not been respected. I have received almost 30 emails from you since late August.

Additionally, we cannot close the complaint as unresolved under a specific subcategory solely because another mediation website may not consider it to be unresolved. You are, of course, free to use other mediation services for your complaint.

Please note that this complaint is being closed as rejected due to the repeated excessive email correspondence despite my request. This decision is not based on whether there was any wrongdoing on the casino’s side."

Hello. Unfortunately, I couldn’t identify the casino from the name or screenshots you shared. I’m also not sure how the five-star review in the second screenshot relates to the situation, or what you wanted to show us in the first one.

I understand that your payment is delayed, but I couldn’t work out much more than that. Could you please share the casino’s URL? That way, we can check whether we know it and what information we have available.

Please also tell us when you requested the withdrawal and what the casino has told you so far. Those details will help us understand what’s happening.

Then we can look at whether it’s time to submit a complaint and whether the casino’s explanation makes sense. The more information you share, the better chance we have of finding a useful way forward. Thank you.

The forum is literally called ask casino guru team as that’s what I’m doing literally asking you and also I’d just like to know if it can be reopen not demanding it be re opened that’s it it’s a yes or no or il take my complaint elsewhere casino guru isn’t the only mediator site and if no then il give a one star review at trust pilot and be on my way

https://luckylink.ltd/ I was showing u my complaint the 5 star was an accident. It’s called jackpot nights . There is no communication withdrawal usually instant my account is good it’s been going on 3 days

to 3 hr. No update yet and i deposited no free spin ether. All I’ve been told is my 1000 $ having triggerd laundering and wound in m

And would have to be go under a manual review they told me it was moving to process page yet when I checked it it hasent moved off step 1

That certainly makes the situation more concerning, especially if the records show 13 attempted transactions on one day and you did not authorize any of them.

However, the number of attempts and the available balance do not by themselves identify who initiated them or whether they are connected to MGM. What matters now is whether your bank or Trustly can confirm, in writing, the merchant descriptor and transaction reference for each attempt.

Since MGM says it does not process PADs and the funds did not reach your casino account, this remains an unauthorized-payment matter for the bank and Trustly to investigate.

Please read my previous reply again, where I repeated the suggestion made by the mediator who handled your case. I believe everything regarding your closed complaint has already been explained. Following that suggestion would be the best course of action now. 👍

Hello, Klye86, and thank you for the link. So, if I understand correctly, what looked like a five-star review was actually a complaint you submitted as a review elsewhere. Okay, that helps explain it.

We’re here on the Casino Guru forum, so if you’re having a problem with a casino, we can focus on that. I’m afraid we can’t really comment on what is "under manual review" on another website or what someone else told you about processing something that wasn’t submitted to us, if you know what I mean. Is it perhaps about the withdrawal? I honestly cannot tell.

From what I understand, you’ve been waiting three days for your withdrawal. I know that can be frustrating, but unfortunately, we cannot get involved directly at this early stage. If I’ve misunderstood, please explain how things stand.

If you need help, submitting a complaint is an option. But it would be useful to understand the situation first, so we can explain any limits to the free service we offer.

I took a look at the link, and it seems to be an app available through the App Store and Google Play rather than a clearly identifiable online casino. So I’m not quite sure what kind of service we’re dealing with or whether our complaint service could help.

Could you check who operates the app and whether it’s connected to a licensed online casino? Any operator or licensing details you can find would really help us understand the situation.