HappiStar Casino - Player's bonus winnings have been confiscated.

I received the promotion by email on the Happy Star site, so I deposited 50,000 yen and received a bonus of 50,000 yen.

After that, I won the slot, and when I applied for withdrawal after completing the withdrawal conditions, the bonus was forfeited.

When I contacted the casino, I received a reply saying that I was using multiple accounts and that I was using the bonus illegally.

I never do that, so I asked the casino to provide evidence that I played with multiple accounts and used the bonus fraudulently, but no information was disclosed. ..

In addition, the site will refund only the deposited 50,000 yen, and he says that he can not use the bonus in the future, but he can play with cash etc. I do not understand.

If there was a real fraud, it would normally be an immediate account suspension, so I think it's obviously strange.

There is nothing I can do about the support person because I only say what the manual says. I would like to know if there is any way.

Dear 金子直樹, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the T&Cs and I found this:

„You may only open one account on each of the Websites provided by us, HappiStar has the right to terminate any duplicate account.

If you open or attempt to open more than one account, for whatever reason, HappiStar may block or close any or all of your accounts at its discretion. HappiStar may at its discretion void all the bets that have been placed in the duplicate accounts. Should HappiStar decide to leave one account open, it will be the first account that you opened with HappiStar, to which your remaining deposits, if any, will be transferred. HappiStar will deduct an administrative fee of 10% (minimum USD 30) for every other account you opened as well as any other deductions that may apply in accordance with Our Terms and Conditions."

Is there any chance, that someone from your household or using the same IP address has also created an account at this casino?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

Looking forward to hearing from you.

Best regards, 

Kristina

Thank you for your reply, 金子直樹. Could you please advise if you have successfully passed the verification?

Verification, also known as KYC (Know Your Customer/Client) is a very important and essential process, during which a casino verifies a player's identity to make sure that the money is sent to the rightful owner. In order to verify the player's identity, casinos request certain documents. Usually, casinos require at least one type of ID (ID, driver's license, passport) and one type of proof of address (utility bill, phone bill, etc.). However, some casinos can ask for bank statements, proof of ownership of the payment method used to make a deposit, various selfies, etc.

Most casinos perform the verification at some point, sooner or later - some casinos don't let players make deposits before they submit documents, other casinos let players withdraw the first or few smaller withdrawals without it, but most often casinos ask for documents at the point of the first withdrawal.

Have you provided any documents to verify your identity?

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. Your cooperation in this matter is highly appreciated. 

Dear 金子直樹,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.