2UP Casino - Player’s withdrawal request is blocked due to unclear account balance.

Account Information Clarification

When I created my account on Casino Guru, Japan was not available in the country selection list.

Therefore, I selected Canada in order to proceed with registration.

However, I am actually a Japanese resident located in Japan.

This selection was made solely due to system limitations and was not intended to misrepresent my identity.

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Complaint Details

I experienced a significant win while playing on 2UP Casino, initially reaching approximately JPY 180,000.

After that, I continued playing normally using my own balance and at my own discretion. During this process, I recall that my balance reached over JPY 300,000.

After reaching this amount, I stopped playing with the intention of withdrawing my funds. However, when I initiated the withdrawal process, I discovered for the first time that the withdrawable amount was only approximately JPY 30,000.

This significant discrepancy was not communicated or explained in advance, and I was not aware that any adjustment had been applied during or immediately after my gameplay.

Regardless of my recollection of the exact peak balance, the key issue is not the precise amount itself, but the lack of transparency surrounding the balance adjustment and the absence of verifiable records explaining how the final balance was determined.

This raises serious concerns regarding the transparency and integrity of the casino’s balance management system.

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Core Issue: Lack of Verifiable Records

The casino has failed to provide any concrete, data-based explanation supported by verifiable records.

Specifically, I have requested the following:

• Complete transaction logs

• Full betting history (My Bets)

• Detailed balance history

• All balance adjustment records with timestamps

• The exact calculation basis used

These records are essential to verify both the legitimacy of the balance I reached and the validity of any subsequent adjustment.

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Inconsistent and Contradictory Explanations

The explanations provided by the casino have been inconsistent and have changed multiple times.

At one point, the casino explicitly acknowledged that part of my balance had been:

• incorrectly flagged

• mistakenly confiscated

• applied in error

They further stated that the balance had been recalculated based on correct promotion terms and betting records.

However, no verifiable logs, calculation details, or supporting data have ever been provided to substantiate this claim.

The casino acknowledged a mistaken confiscation and claimed to have recalculated the balance, yet refuses to provide any logs or calculation basis to support that claim.

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Unexplained Adjustment Record

In my transaction history, there is a specific entry:

"Adjustment – Wagering Requirement Exceeded Deduction"

Amount: JPY 186,882.73

However:

• I did not receive or activate any bonus

• I had already completed the x1 wagering requirement

• No explanation has been provided regarding what requirement was exceeded

Despite explicitly requesting clarification, the casino has not provided:

• which bets were used

• how the requirement was calculated

• how the deduction amount was determined

This makes it impossible to verify the legitimacy of the adjustment.

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Failure to Provide Records

I have contacted the casino multiple times and submitted formal requests for disclosure.

Despite providing sufficient time and issuing a final notice with a clear deadline, no logs, records, or data-based explanations have been provided.

This lack of response and transparency raises serious concerns regarding whether the adjustment was conducted based on verifiable data at all.

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Position

This complaint is not based on assumptions or emotion.

It is a request for verification based on records that should exist within the casino’s system.

Until complete and verifiable documentation is provided, I consider this matter unresolved.

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Requested Resolution

I formally request that the casino provide:

• Full transaction logs

• Complete betting records (My Bets)

• Detailed balance history

• All adjustment-related records

• The exact calculation method used

• The specific Terms and Conditions applied

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Conclusion

If such records cannot be provided, it raises serious concerns about the integrity, accuracy, and transparency of the casino’s systems and operations.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Could you please advise how much have you deposited in order to activate the bonus?

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

Best regards

Attila