K8 Casino - Player's winnings have been confiscated.

I was playing 1 yen pachinko at K8 and got into a special mode. About 2 hours later, the mode ended, and shortly thereafter, 30,000 balls won during the mode suddenly disappeared from my wallet.

When I checked the bet history, it showed that nearly 30,000 yen was suddenly used in 1 yen pachinko. I hastily contacted customer support, and they told me they needed to investigate the machine. I waited about a week, during which I received a message stating that the machine's maintenance was complete. When I followed up, they said the machine was normal and that there would be no compensation. Unsatisfied, I asked them to investigate again, and they claimed that the machine was originally under maintenance, which is why the winnings disappeared. It was never actually under maintenance, and when I asked for specific times if maintenance indeed occurred, they refused to disclose internal information. They simply stated that the jackpot was lost and dismissed my concerns outright.

Dear kttk,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.l@casino.guru? Have you stopped playing right after the incident?

Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Veronika

This is a photo of my betting history, and it looks like I bet just under 30,000 yen on a 1-yen machine in less than 10 minutes.

Their explanation was, "Your machine was under maintenance so your winnings have been lost," but it wasn't under maintenance at all, and if it was under maintenance, what time the maintenance started, or what happened to the investments and jackpots made up until the time the maintenance was started, but they said they couldn't give me any inside information.

Thank you for your reply.

Could you please send me the exact link to the game you played? What is the exact name and the game provider of the game?

Also, kindly request the casino to send you your Pachinko gaming history from the date this error occurred in Excel format, and then forward it to me. My email address is veronika.l@casino.guru. Thank you for your cooperation, and I look forward to assisting you further.

The game is from K8 Casino's Net Pachi game provider, and the machine number is 2012, a 1 yen pachinko machine called "CR Gifudo Dodo!! ~ Kanetsugu and Keiji ~ L5-V."

The occurrence time was 2024/9/30 01:53:36, and all balls won up to that point were confiscated.

I've attached a video of my betting history up to that point.

I don't quite understand the part of your reply the other day that said, "Also, please send the pachinko game history from the day this error occurred in Excel format to the casino and ask them to forward it to me." So I have a question. When I chatted with K8 Casino about this, they said they couldn't answer any more questions about the matter, so I don't think they'll tell me anything, so what should I do?

Thank you very much, kttk, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello kttk,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite K8 Casino to join the conversation.

Dear K8 Casino,

I would appreciate it if you could provide clarification regarding the maintenance status of the disputed pachinko machine and how players were notified of this. If the machine was indeed undergoing maintenance, I would like to understand why the player was still able to place bets. Shouldn't the machine have been disabled during the maintenance process?

I look forward to your explanation.

Thank you for taking your time on this matter.

After verifying with the game provider 'K8 Pachinko’, it was confirmed that due to a system error, an amount of 31,893.6 yen was deducted from your wallet for your bet on September 28th.

We have now refunded this amount to your wallet from our site and sent you notification on website chat and through email. We would appreciate it if you could check and confirm. 

Thank you once again and we sincerely apologise for any inconvenience this may have caused. We hope you continue to enjoy using our site in the future.

I was able to confirm it successfully.

I'm so happy because I had totally given up!

Thank you Casinoguru😭

Thank you for your response, K8 Casino team.

Dear kttk,  

I am pleased that we were able to assist in resolving this matter and that the funds have been returned to you. Could you kindly confirm whether I may proceed to close this complaint as resolved?

Thank you, it's solved

Dear kttk,

Thank you for the confirmation. 

With the complainant's confirmation, we consider this issue successfully addressed/resolved. We will now mark it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

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 Rate 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, 

Michal

Casino Guru