Katsuwin Casino - Player's bonus claims denied due to multiple account suspicion.

On my second attempt to claim the welcome bonus,

I tried to withdraw,

but I was suspected of having multiple accounts.

This allegation is completely untrue.

As I'm using the non-sticky type, I haven't used the bonus at all.

Hello.

Thank you for contacting us.

Upon investigation, it has been established that the IP address used by you is the same as the one associated with the accounts 'Ma*******18', 't*******xx', and 's******3'.

Terms of service clause 9: Each customer is permitted only one account per address/IP/device. If there's a suspicion of multiple accounts held by a single user, the site has the discretion to block or close duplicate accounts, and revoke all bets made from these accounts. This applies regardless of whether a payment has been made or not. Any withdrawable funds may be confiscated or refunded.

Terms of use: https://www.katsuwin.io/page/terms

*The system will automatically confiscate any related bonuses after 72 hours.

The deposited money will be stored in your account.

We deeply regret this situation but kindly request your understanding.

Dear hirokann0525,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

• Was your account previously verified?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

do not have

I don't remember if I used the home WiFi or not, but no one else connected to it, so that's not a possibility.

Hello.

Thank you for your inquiry.

The rules for the 2 deposit bonus are governed by the General Terms and Conditions. Also, Article 9 of the General Terms and Conditions clearly states that one IP address may not be used for one

It says that only one account can be used.

All customers are required to check the box to agree to the terms of use when registering and then complete the registration only if they agree to the terms.

terms of service

https://www.katsuwin.io/page/terms

The amount deposited by the customer will be refunded to the Katsu Cash Wallet, but all other balances will be confiscated.

We appreciate your understanding.

The original deposit was 100,000 yen.

At the point when I only got 1200 yen back

Something's wrong! There's a problem with the casino's system.

I deposited 100,000 yen.

And a 50,000 yen bonus

From there, the cash increased to 380,300 yen.

I haven't used any bonuses

The final result is 380,300 yen in cash and 50,000 yen in bonus.

In this situation, I requested a withdrawal.

now

I tried to check my payment history but I can't see it.

When I pointed this out, I received an email saying I should accept the price of 100,000 yen!!

They hide your payment history so that you can't see it, and it's pretty malicious.

Hi hirokann0525,

We will contact the casino and ask for supporting evidence, but, before we do so, could you please confirm that you have never used VPN (Virtual Private Network) to alter your location? Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules.

The problem with using the VPN is that you might be involuntarily connected to another IP address which is related to a different casino account in the same gambling establishment, hence, it seems as you created multiple accounts from one IP address. Or, on the other hand, a player might be using VPN to hide that they’re accessing casino’s website from a restricted jurisdiction. 

Thank you.

That's not true!

I was playing at home at the time.

Connected via mobile phone company network

Even if I were to use WiFi, it would be impossible because it's in my house and I'm the only one using it.

The casino has been pressuring me to agree to a refund of 100,000 yen ever since.

Clearly a cover-up!!

The payment history has still been erased!

It's too vicious

Hi hirokann0525,

• Please review my previous response, and kindly provide assistance. I'm interested to know whether you utilized a VPN (Virtual Private Network) while playing. Your confirmation is crucial for this case, and I assure you that I'm not asking to cause any trouble; rather, I'm seeking clarity on how the casino enforces its rules.
• Additionally, could you please advise if there's a possibility that you inadvertently created multiple accounts in this casino, as I've noticed two accounts under your name in our records as well.

Thank you.

Not used

That was done intentionally!

Because Fortune 99 wasn't listed here.

I understand, hirokann0525. Could you please clarify for the last time if your account was successfully verified in the past? Have you submitted all personal documents to undergo the KYC?

Thank you.

Completed

I still can't see my payment history!

They also threatened to return the 100,000 yen deposit if I agreed to the confiscation.

Malicious Concealment Casino

Thank you very much, hirokann0525, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you hirokann0525 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Katsuwin Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. 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’ which may negatively affect its rating.

Dear hirokann0525, I was in contact with the casino affiliate and was informed that you have been assisted with the withdrawal. Do you still require any further assistance? Thank you in advance!

Are you okay!!

I'm emailing you guys about another casino.

Please reply

Two weeks have passed

Dear hirokann0525, I would appreciate if you could please the conversation in this thread focused on Katsuwin Casino and confirm if you received received the withdrawal. The complaint you have contacted me about has been closed as unresolved due to the casino not responding to our inquiries. We can't assist without the cooperation from their side. Thank you for your understanding!

Dear hirokann0525,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.