Osiris— player complaints: 5 in English

Hello. I won and requested as withdrawal 333 euros at Osiris casino, but all my winnings were rejected and deleted without reporting anything. I didn't gave up and after my persecution they told me "The Bonus Terms and Conditions prohibit placing single bets equal to or greater than 30% from the value of the Bonus credited to the player account, prior to the wager requirement for that Bonus having been met. We have therefore cancelled your withdrawal request and removed the winnings." Bur I am well aware that i never did bet more that 1 euro on any game I'v played.

I have had two withdrawals of 2500 each processed on August 31st and September 1 2018. Till this day I have not received any of my funds. Customer support claims they have sent it and only response I get by email is that it was processed, will take 5 business days.

Username: [EDIT] E-mail: [EDIT] First I tried to withdraw 740 euros after I had converted all bonus money to real money. They took away 199 euros saying that I couldn't withdraw the money I got as a welcome bonus. I tried to do a withdraw of 540 euros after that and they rejected it manually and removed 460 euros saying that I had made single bets higher than 30% of the initial welcome bonus of 199 euros. I have looked over the entire game history and never did a single bet higher than 5 euros. I tried talking to the live chat and they refused to help me saying that I should write a email instead. So I did and now its been over 3 days and they still haven't responded to me. Any help with this is greatly appreciated. I can take screenshots of mails and or other related things if you need.

----All deposits and transactions performed via Neteller----- 6/10/15 - I registered in the casino and I requested a verification of my ID in anticipate prior to make any deposit in the casino. They processed it successfully, very quick (mail proof available). I requested them not to give me any kind of bonus, fact that they accomplished. From 6/10/15 until 9/10/15, I deposited and completely lost an overall amount of €2103 playing live blackjack and live roulette. From 9/10/15 until 12/10/15 I deposited an additional amount of €700. From 9/10/15 until day 17/10/15 I reached, mainly playing live blackjack and live roulette, an overall cash balance of €5025 17/10/15 - I submitted them a €5000 cash withdrawal request to my Neteller account (mail proof & screenshots available) 19/10/15 - They denied my withdrawal (mail proofs & screenshots available) and reinstated €600 in my account. 22/10/15 - They cancelled my account in the casino at my own request. 01/11/15 - They transferred €600 to my Neteller account Not enetering yet in the root cause of confiscation, As per them is based on their T&C. In my opinion, doesn't apply to my case. I will provide as many explanations & proofs as solicited by the Pogg. 17/11/15 - 1 month elapsed, €4400 of winnings confiscated. Thanks,

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 ([EDIT]) 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 [EDIT] 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 [EDIT] 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 [EDIT] 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 [EDIT] 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.