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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Stay safe.

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

Hello,

I accidentally marked this complaint as "resolved."

However, the issue has NOT been resolved.

I would like to request that this complaint be reopened, as I still require a full explanation and supporting records from the casino.

Thank you for your understanding.

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Hello Attila,

Before addressing your questions, I would first like to clarify a correction regarding the disputed amount:

In my initial submission, I entered approximately 3000 XRP as the disputed amount.

However, this was due to an incorrect currency conversion at the time of entry.

The disputed amount should be considered approximately JPY 300,000, which corresponds to around 1,400 XRP based on current exchange rates.

I would like to clarify that all balances and gameplay in this case were based on JPY, and the JPY value should be treated as the primary reference.

Thank you for your understanding.

Now, regarding your questions:

I would like to clearly clarify that I did not activate or use any bonus.

Before this incident, I contacted the casino support regarding wagering requirements, and I was explicitly informed that even without any bonus, only a standard x1 wagering requirement applies to deposits due to AML regulations.

Based on this information, I continued playing using only real money and completed the required wagering.

Despite this, a deduction of JPY 186,882.73 was later applied under "Adjustment – Wagering Requirement Exceeded Deduction."

This is exactly the core issue of my complaint.

There was no bonus, no bonus wagering requirement, and no explanation of how any "excess wagering" could have occurred.

Therefore, I kindly ask for clarification on how such a deduction could be applied without any bonus being involved.

Please let me know if you need any additional evidence, including chat records with the support team.

Best regards, 

[Redacted]

Dear Player, thank you for your response. Could you please attach a screenshot of your bonus history?

Thank you in advance for your reply.

Hello Attila,

Please find attached screenshots of my bonus history.

The gameplay related to this issue took place on January 10, 2026.

As shown, the only deposit bonus was received on December 29, 2025.

All other bonuses are small rewards such as rakeback, level-up, and weekly bonuses.

Best regards, 

[Redacted]

Dear KsK246r, thank you for your response. I have reviewed the attached bonus history, which indicates the use of the weekly bonus, level-up bonus, and rakeback bonus. Could there be a possibility that the restriction was applied in relation to one of these bonuses? Additionally, I would like to inquire if you have reached out to the casino's customer support via email to inquire about the reason for the cap on your winnings. If so, could you please share your correspondence?

Thank you in advance for your reply.

Response from 2up Casino via email

and

My response

2up

My res

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, Kubo (jakub.m@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,

Attila

Dear KsK246r,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from 2UP Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear 2UP Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo