The player from Japan had experienced a sudden account blockage due to the casino withdrawing its services from Japan. The player had claimed that there were unpaid tournament winnings from Pragmatic still in his account. We had asked the player for evidence of the winnings, but he had been unable to provide it as he could not log into the casino. The casino had confirmed that the player had won a tournament and that the winnings had been credited to his account. The player had successfully applied for a withdrawal and confirmed receipt of payment. The issue had thus been resolved.
Vulkan Vegas Casino - Player's account blocked with tournament winnings.
Resolved
Our verdict
Case closed
Amount: ¥30,000
Vulkan Vegas Casino
Safety Index:Very highCase summary
Discussion
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2 years ago
My account was suddenly blocked because the casino is withdrawing from Japan.
I was participating in a tournament organized by Pragmatic at the time and wanted to withdraw my winnings.
The prize money was paid by Pragmatic to the casino to grant to me and for the casino to confiscate it should be embezzlement.
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2 years ago
Dear andandjonnyx,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, 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. In this particular situation, it appears that the decision to block Japanese players was not made by the casino but rather resulted from a new regulation implemented by the Licensing Authority.
Could you kindly share any supporting evidence that demonstrates you indeed won and that the winnings were transferred to the casino? You can forward this evidence to my email address at [email protected].
Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
Evidence cannot be verified as I cannot log into the casino.
Pragmatic is currently running tournaments at several casinos and I was participating in them.
When I participated in similar tournaments in the past, the winnings were transferred to me shortly after the tournament ended.
Log into the casino and open Pragmatic's slots,
or call a Pragmatic representative and they should be able to tell you.
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2 years ago
Dear Player
Indeed, we can confirm that the winning from the PragmaticPlay tournament was credited onto your account in the amount of 15,000 JPY. Please feel free to withdraw the winnings.
Regards
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2 years ago
I applied for a withdrawal.Payment received.
Dear Casino Guru
As you can see, this casino has blocked Japanese nationals.
Please update the information.
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2 years ago
Dear andandjonnyx
Please kindly confirm you received the money and the issue is resolved.
Kind regards
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2 years ago
Dear andandjonnyx,
Could you please confirm that you received your winnings already?
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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, andandjonnyx, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
