K8 Casino - Player’s withdrawal has been delayed.

I submitted a withdrawal request on 1/19, and the funds were supposed to arrive on 1/20, but it has been a week and I still haven't received them.

K8 keeps insisting that there's no refund and tells me to just wait, but the situation is not progressing at all.

I provided proof that the funds haven't arrived (my bank transaction history), but K8 only responds that the transfer has been completed.

Although I received the deposit slip, they refuse to show the transaction history for the following day, making me doubt whether the transfer was actually made.

I would appreciate it if you could resolve this issue somehow.

Dear raven1223,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Thank you for your reply.

KYC authentication has been completed.

Also, it has never taken this long to withdraw money before.

Looking at k8's history, the withdrawal process is complete.

It's been about two weeks,

There's never even been any contact.

Thank you for your response. Could you please specify if you made any successful withdrawals from this casino before?

Did you accumulate your winnings with or without a bonus?

What types of games did you play - e.g. slots, live casino games, sports betting?

Thank you for your reply.

I have made a successful withdrawal before.

For some reason, the ¥100,009 has not arrived this time.

I made a deposit without a bonus and saved money!

I play baccarat and slots.

Thank you very much, raven1223, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Dear raven1223,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite K8 Casino representative to join this conversation.

Dear K8 Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Good Afternoon,

The payment was processed and our CS team has sent the transaction proof as in the screenshot below:

Since the player didn’t receive the funds, our CS has contacted the payment company to check if there is any refund actions and they have checked that there is none. It would be helpful if the user can contact his bank to ask for more details regarding this transaction so that we will know how to assist him further in this withdrawal.

Meanwhile, we are also asking for the transaction history from the payment company.

As I wrote to support, I am currently contacting the bank!

And I will send you a transaction statement.

However, k8 said that he could not send a transaction statement.

Dear raven1223,

Could you please confirm, if you have been able to obtain the mentioned transaction history?

Thank you

Thank you for contacting us.

No transaction history available.

I have not received any direct contact from k8.

Is it appropriate to not send the transaction history or receive a reply?

Dear mirka

If necessary, I can provide screenshots of my bank transaction history as evidence, so please contact me if you would like evidence.

Also, there will be a lot of customer support history, but please let us know if you need it.

K8 has only sent me a transfer slip, and if the transfer was scheduled for 1/19 and the money was not withdrawn on 1/20 due to some reason such as insufficient balance at Amedatyasuyoshi (the payment company), then I believe the money has not reached us.

I would like k8 to provide us with solid evidence (transaction history) that the money has been withdrawn.

If this is not possible, we will ask for a repayment or credit.

We are still waiting for the payment channel to get back to us on the details of this transaction. It is going to take some time because of the complications of fiat payment system in Japan. However, we are following up on this case closely. As soon as we have more news, we will update the player.

Also, if the user would like to follow up and monitor the process of this fund, he is more than welcome to contact our customer service anytime.

Dear k8,

It's been almost a month now, why haven't I received any response from the payment company?

I contacted your customer service many times, but they just kept asking me to wait. In the end, they would just ignore my questions or cut me off from the chat. I couldn't stand this suspicious response, so I asked you to help me with my claim.

I have submitted my transaction history to k8 and they have confirmed that the money has not been deposited, right?

CS has sent a follow up asking the player to provide the bank transaction details of the last month to be sure that they didn’t receive the withdrawal. Once it is confirmed, we will process a new withdrawal of the same amount for for the player within two days. Thanks.

Dear k8,

Thank you for your sincere response.

I have emailed support and sent a screenshot.

Please check it out 🤲

another update: the withdrawal amount has been refunded to the player's account because the payment company finally received the amount. The player doesn’t need to send CS the transaction details anymore. However the player will need to request another withdrawal so that it can be processed. Kindly refer to the CS chat on site.

Dear raven1223,

Please let me know when you will be able to complete the withdrawal process, or when you receive any important update.

Thank you.

Dear k8,

Dear mirka

The refund was reflected as 100,009 yen in game money credit.

Thank you for your honest response and support!!

Thank you so much!

Although something similar happened this time, I will continue to use your service in the future.

Dear raven1223,

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, 

Mirka

Casino.Guru