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I have ¥300000 in my credit card, but when I tried to withdraw it, the payment was refused.

Also, as soon as I changed to ecoPayz, the payment was refused, saying that it was under investigation.

Worst casino ever.

クレジットに¥300000あるが引き落とそうとすると支払いを拒否された。

また、エコペイズに変更した途端ずっと調査中と言われた支払いを拒否されている。

最悪のカジノです。

Dear hirokunsan,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can better understand the situation.

Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

Looking forward to hearing from you.

Best regards,

Tomas

Hello Thomas!

I believe my account is fully verified.

Also, I was told that the bank refused payment when I made a bank transfer, wanting an explanation.

However, this has never happened in other online casinos.

I thought that I could withdraw with EcoPayz, so I applied for it, but I was told that it was under investigation for about two weeks.

Since I always return emails in English, I have not received a response since I contacted them asking for support in Japanese.

I just want to know why I can't withdraw, but I'm in trouble because I can't tell you anything.

I understand if the documents are incomplete, but I have submitted the materials presented by the casino.

The casino itself was fun, so I'm very sorry for the response after that

トーマスさんこんにちは！

私のアカウントは完全に確認されていると思います。

また、説明を受けたく銀行振込の際は銀行から支払いを拒否されていると言われました。

しかし、他のオンラインカジノではこのようなことはありませんでした。

そこでエコペイズであれば出金できると思い申請をしたのですが、調査中ですと2週間ほど言われました。

いつもメールにて英文で帰ってくるため、日本語のサポートが欲しいと連絡したところから返信がなくなりました。

出金できない理由だけ知りたいのですが何も教えてくれないため困っています。

書類に不備などがあればわかりますが、カジノ側から提示された資料は提出しました。

カジノ自体楽しかったのでその後の対応がとても残念です

I will attach a photo.

写真を添付させていただきます。

Thank you for the reply, hirokunsan.

Did you play with bonuses in the casino? Since when are you a player in the casino? Which games did you play in the casino? (slots, live games, multiplayer)

Also, could you please forward any relevant communication between you and the casino to my email at tomas@casino.guru? Alternatively, you can post it here. I’ll await your reply.

Hello Thomas!

After consulting with the casino introduction site, the withdrawal was made safely today.

Thank you very much for your consultation!

トーマスさんこんにちは！

カジノ紹介サイトに相談したところ、無事本日出金されました。

ご相談に乗って頂きありがとうございました！

Dear hirokunsan,

I'm glad to hear that your issue has been resolved successfully and you were able to withdraw your winnings. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru