K8 Casino - Player's funds have been confiscated.

When I tried to withdraw my funds, my request was denied, and the balance was returned to me at a reduced amount.

I was playing normally, but I received an explanation stating that there was unusual game behavior and the game operations issued a warning, resulting in the confiscation of funds.

When I asked why, they responded that they are currently investigating the issue.

So I asked if they confiscated my funds without any evidence, and after waiting a long time, support said they couldn't provide any information. Although I was able to withdraw the remaining balance, it was only a few thousand yen. This is a matter of trust, and I would like it to be resolved.

Dear totokun,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Do I understand correctly that ¥6,284 (dispute value) has been confiscated?
• Did you accumulate your winnings with or without an active bonus?

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

Hello, thank you for your reply.

I only play slots and live casino

0.33490728LTC

No bonuses used

Thank you very much for your reply, totokun. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I sent you the DL

Thank you very much, totokun, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

thank you

Hello there,

Thank you totokun for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask K8 Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Hello,

Initially, the game provider's system determined that there was hedging of bets at the time and identified them as risk bets, so the balance was automatically deducted.

After a manual review, we have determined that the bets are valid, so we have now restored the balance.

Thanks for you patience.

Thank you very much for your assistance as the balance has been returned.

Dear totokun, I'm glad to hear that your issue has been resolved successfully. Should we keep this complaint open until you confirm your withdrawal has been successful or can we consider your issue to be resolved? Let me know!

Solved

Dear totokun,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter