K9Win Casino - Player’s winnings have been voided.

I deposit $380 on that day and start playing kiss918 with k9win. After which i won a total of 19000. I ask to withdraw 3200 as I'm continuing with the game. N I was told my bal was 114. K9WIN replied that they need to wait for kiss918 to send them report in order to process my winnings. But till now they start to block my WhatsApp n livechat. I've been losing big time before this winnings. Pls assist to help. Greatly appreciated. My contact +6591213474 partial winnings shall be giving to whom help to retrieve 

pls assist to expedite my case if possible. I'm in need of the funds to salvage many issues, life threatening too. As I'm promised the winnings will be out, so paid with my hard earn cash to others, yet I cant get my winnings. All bets are legit, and using hard earn cash money to deposit and start the game. I did not even being offered to at least get back what I've deposit. Seriously in a mess now, would jump off the building if I had only me n myself to take care, I cant as I'm carrying the responsibility of young n old. Understand all these bullshits are nonsense now, but they are truly the scenarios now. I hope you can help me in some ways. Even half the winnings solved my current issues. Please help.

Dear Kyler,

Thank you for submitting your complaint. I am sorry to hear about your unpleasant situation. Could you please answer a few questions, so that I can fully understand this issue? First, have you already verified your account in this casino? Have you ever made a successful withdrawal before? Also, did you claim any bonuses? Lastly, have you ever received an email stating the reason why the casino canceled your winnings? Sometimes it is possible that casino email ends up in the spam mail folder, so make sure to check there, too. 

I know this seems like many questions, but we would like to fully understand your issue to be able to help you as well as we possibly can.

Thank you in advance for your reply.

Best regards, Satrio

First, have you already verified your account in this casino?

Yes, I'm a regular player in this casino, all necessary verification had been done before I first started betting.

 Have you ever made a successful withdrawal before? 

Yes, quite a few withdrawal made successfully before, range from $100- $2500.

Also, did you claim any bonuses?

I did not initiate any bonus for every of my deposit, but usually I would get a 5% deposit bonus automatically on every deposit. This bonus comes with the minimum requirements before withdrawal. 

 Lastly, have you ever received an email stating the reason why the casino canceled your winnings?

No, they usually communicate via WhatsApp/Livechat.  Never once in email for notifications. 

Hope I've given all useful information you need, please do not hesitate to email me whenever you need more information or clarification. 

Once again, well appreciated for your prompt assist. I'm very grateful if things goes well on this issue raised. 

Hi Kyler,

Thanks for getting back to me. I have contacted the casino even twice, but the casino representatives refused to communicate with us. I am wondering if you still able to access your account? Also, have you aware of the maximum bet during the promotional play (from their terms: https://www.k9win.com/sg/Terms-and-Conditions)?

Dear Guru, 

I'm unable to access to my account anymore. Not to worry as I did not exceed the maximum per bet or spin. My biggest was $9 per spin, that's below the max bet. I've screenshot all correspondence between us. Will attached all and have to trouble u to go thru n see which are of useful to u. By the way, if they refuse to communicate, what's the worst scenario be?

Dear Guru, 

Any good news? Sorry for chasing so impatiently. As I'm really stuck in the situation whereby my family had to be involved due to funds already used up.

Hi Kyler,

Could you please email me to satrio.y@casino.guru to provide me details you use to register at this casino? such as; username, full name, email address, bank account, phone number. I will provide you with a power of attorney if you would allow me to go through the casino as well.

Regards

Dear Guru, 

Had just email all details to the above email address. Please check. 

Well appreciated on your prompt action.

Thank you 

Hi All Guru,

What's now? After getting all details from me then no news or sound from you? At least a courtesy email back would do great to me.

Dear Kyler,

Unfortunately, K9win casino team failed to provide enough solid and reasonable proofs that could justify their decision to confiscate the player winnings. Therefore, we have no other options, but to close the case as Unresolved. This case can be reopened at any time by the casino once they provide us with relevant evidence.

Also, the regulatory body (as it shows on the casino's page), Pagcor.ph license, confirmed that k9win.com casino is not registered/connected with any of their licensees and their accredited service providers.

I am very sorry for not being able to help you further. The only thing I can do for you now is to recommend you to choose a good online casino that should first be sure whether the casino meets the most important parameters, for further information feel free to visit our page (https://casino.guru/how-to-choose-an-online-casino)

Best regards, Satrio

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Hi, appreciate that effort had been made again. May I know if its the casino itself wish to resolve this case?

May I know the what prove or evidence that casino provided to try resolve the case? N I assume chances of me getting back partial or even full winning is high? As I'm the victim here in this case.

Hi able to at least reply something?

Hi Guru, pls at least let me know the situation. I'm jammed here with no response

Hi JoZef, can u pls acknowledge me?

Dear Guru, I looked like a clown chasing for ans. U seems telling me casino Guru is opening n reviewing this case for your own benefits

Pls prove me wrong

Dear Kyler. 

The casino is experiencing difficulties in finding your account in their system. Please could you provide us with your username, registered email address and other useful info so they can find you? We will mark it as sensitive information so it won't be visible for the public.

Please, be aware that the casino contacted us that they want to resolve the case, let's see about the outcome.

If I'm not wrong they tried to erase all my records from from their system in order for their higher management not to retrieve

Also do share your confidence level of them solving the case fairly? As I understand Casino Guru is on the fair play side for both players n casino. Hope fairness takes place here. Appreciated

Another thing, Guru I need to share is, if k9 is sincere to solve this issue, I'm open for discussion on the amount they wish to settle. As long as I felt it's fair enough based on my losing amount. Thank u

Dear K9Win Casino team.

Please, could you react? I am extending the timer by 7 days.

Hey guru how come their reputation went up without solving the case yet???? How can that be?? It should only go up when they solve the issue right???

Hi Guru, this case yet solved. May I know y their reputation went up?

pls dont let them come Singapore n scam more punters. All their sg contacts are not in use

Dear Guru, if I dont really get an satisfactory answer, then I will all out to even lodge a complaint on Casino Guru for giving false Reputation to Bad casino. I will turn to Parkor too

How come k9win gets their reputation back so easily without setting a cent to player!!!!

PAGCOR

Hi Guru, k9WIN just resolved my case with winnings paying out. I'm good with the arrangement and will continue supporting K9WIN. Please close this case as RESOLVED. Rating will raise from here

Dear Kyler,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.

Best regards, Jozef

Casino.Guru

Hello there,

We’ve reopened this complaint as per the player’s request.

Dear Kyler.

Please, could explain the situation?

Your prompt response is appreciated. Really grateful. Please advise what's next for me?

It would be great if you can explain the situation now. I mean, what has happened with your cash-out? Have you contacted the casino and received any relevant statement?

I only received 1k after I withdrew my complaints. N after that I could not even contact them.

Dear K9Win Casino team.

May I kindly ask you to react and explain the situation?

Previously when your team confronted them, they did contact me as per previous attached. And ask me to withdraw complaint before the release my winnings in full. N promise a 1k deposit to me 1st which they did, so I think they are sincere enough, I withdrew the complaint. But ended they lost contact after I cancelled my complaints.

We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Kyler.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Please, be aware that this complaint will affect their reputation on our website which is already very bad.

For the future, I recommend you to choose the casinos with at least a very good reputation on our website.

Best regards, Jozef