Bao Casino - Player's account has been blocked.

On 9/15, I played after depositing JPY100000, and as a result, I met all the wagering requirements and had a balance of JPY866500. During that time, I also submitted documents for identity verification and received a notification that my account was verified. Furthermore, in order to match the withdrawal method and the deposit method, I deposited JPY 10000 from ecopayz and cleared the wagering requirement (JPY 30000) for that deposit as well.

After that, I proceeded to withdraw and tried to withdraw to ecopayz, but all were rejected. The response from customer support is slow, and the response from Japanese support has already been unanswered for more than 5 days. I got a reply only once. At that time, the content was "Please reply to this email address (Bao Casino support address) instead of English support." However, the reason for refusal of withdrawal to ecopayz will not be disclosed. Also, the English support responded, but they said, "Since withdrawing this amount to ecopayz is risky, I would like to handle it by bank transfer." I gave my bank account information. However, it's already been two days without a reply to that email. Even if I inquire by chat, I am told that "I will reply by email", but I do not receive an email. Finally, I was unable to login to my account. Now I am asking about the reason on the chat, but they only say "I will reply by email" and I still don't know the reason. I'm having a hard time withdrawing my hard-earned winnings.

Dear mthimelb,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Additionally, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Since receiving the email on 9/18 (Sunday) 00:02 (Japan time), I have not heard anything.

I got worried and contacted live chat several times, but I was told only "I will contact you by email soon" and there was no contact. Finally, at around 13:30 on 9/19 (Monday), I was unable to log in. Now, I am inquiring about why this situation happened, but I am told that "I will contact you by e-mail immediately". At 13:30 (Japan time) on September 19th (Monday), I was told that "Japanese support will contact you within 24 hours."

Mark

 Tue, 09/20/22 8:12 pm

 Mr. T*** M***

The winnings have been already refunded to your Bank Account.

The account is reopened! 

Wish you all the best!

Best regards,

Bao Casino Support Team

 m***@yahoo.co.jp

 Sat, 09/17/22 8:32 pm

 I guess,

5118987183

This is my account's Transit number

Thank you for your reply, mthimelb. Since it seems that your withdrawal is on its way to you, I can only recommend that you wait for a few more days. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

I sent you a separate email, but all winnings have been credited to my bank account, excluding some fees. However, the account remains disabled. I have re-read the terms and conditions and it states that "The casino may transfer the player's winnings without prior notice and without a clear explanation of the reason. In addition, a transfer fee will be charged (Chapter 10). ", so I think it was probably that response this time. I have no idea why my account became unusable, but I got my winnings, so that's good. However, there was only one thing, "there was no reply from Japanese support". Even if the account becomes usable in the future, I don't think I will play here anymore. Thank you for your support anyway.

mthimelb, I would like to emphasize that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

Since the casino paid out the remaining funds, we will now consider this case resolved. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.