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Two years ago, I was able to withdraw 1,000,000 JPY without any problems, but this time I was denied a withdrawal of 1,200,000 JPY. There was no bonus for the deposit.

I've been inquiring by email for about four days, and although I've submitted a lot of documents such as bank statements and proof of income, it doesn't seem like they've even reviewed them.

I think it's a scam site.

2年前には、普通に1000，000JPYの出金できていましたが、今回1，200，000のJPYの出金拒否にあってます。ボーナスもなしの入金でした。

4日間ぐらいメールにて問い合わせてますが、銀行の明細、収入証明、など多くの書類を提出しましたが、審査すらしてないように思います。

詐欺サイトだと思います。

Dear ksboss,

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.

Did the casino request the documents you provided?

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Could you please share your communication with the casino regarding the canceled withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

On March 5th, I sent my bank statement as proof of income.

I explained the deposit shown on my bank statement as income from self-employment, and when I was asked to submit an invoice for that amount to my business partner, I sent a photo of that as well, and also submitted an income tax return as required by Japanese law for the fiscal year 2024.

3/5に、収入証明として、銀行の取引明細を送りました。

銀行明細にあった入金について、自営業の収入と説明し、仕事の取引先への、その金額についての請求書を要求されたので、その写真も送り、2024年度の日本の法律で決まった、収入申告書も提出しました。

I have been asked to send the same bank statement and deposit details to the casino site more than five times now.

No matter how many times I explain things to the customer and send them the same documents, they just don't understand.

I was asked to explain the documents in the same way. The screening department is not very smart, so they don't even try to understand.

They make up various reasons to not let me withdraw money.

カジノサイトにもう5回以上、同じ銀行明細、入金明細を求められて、送っています。

カスタマーと、何回も何回も説明、同じ書類を送っても、理解されません。

書類についても、同じ説明を求められます。審査部の頭が悪いのか、全然理解しようともしません。

なにかと理由を付けて、出金させないようにしています。

Over the course of two weeks, we had a lot of daily correspondence, including proof of income, proof of deposit, bank statements, proof of income source, and proof of how deposits were made from income.

Somehow, the transfer of 1,200,000 JPY was confirmed on March 14th.

After a lot of back and forth with the withdrawal request, I was able to withdraw the money.

The problem has been solved. Thank you.

2週間かけて、収入証明、入金証明、銀行明細、収入先の証明、収入からどのように入金処理をしたのかの証明 等、多くのやり取りを毎日、しました。

なんとか 1,200,000ＪＰＹ 振込が3/14に確認取れました。

出金申請か多くの、やり取りを経て、出金できました。

解決しました。ありがとうございます。

Dear ksboss,

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,

Dominika

Casino.Guru