Katsuwin Casino - Player’s winnings confiscated due to multiple accounts accusation.

When you register at this casino, you will receive a bonus of 4,000 yen.

The wagering requirement is 20x, so you need to rollover $8,000.My family played a few days ago, but after the bonus ran out, they never deposited or logged in.I was told about the casino by a family member, so I registered with the casino from my iPhone, received the bonus and cleared the 80,000 yen rollover, and tried to make a withdrawal, but the instructions were difficult to understand and it was written in such a way that I did not even know how much money I could withdraw.

I was not sure how much money I could withdraw, so I tried to withdraw little by little while communicating with the support chat.At this point, I received a KYC verification email, and customer support told me that I could withdraw the full amount if I deposited 5,000 yen first.When I closed the chat and went back to the top screen, the cache I had before was gone.

I was told that I was in violation because I have multiple accounts.

I was told that I was in violation because I had multiple accounts.At that point, my family contacted the management to delete my account because I don't do it anymore.

The management agreed to do so.

If the account was a duplicate, they would have known at the time of registration, and if it was a serious violation, they would have had to stop it at that point.

I don't understand why cash that I was told I could withdraw should be confiscated.

Dear yamad-7,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Katsuwin Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly you and your family haven't made any deposit in the casino whatsoever?

While it is normal for a casino to have a rule stating one account per household/IP address/player, we feel each case should be considered separately. If the player has multiple accounts and has used them to repeatedly gain bonuses they should only receive once, this is obviously a clear breach of the terms and an unfair advantage.

However, if there is no clear advantage gained by the player and it is conceivable that an honest mistake has been made (for example, the player forgot they registered a long time ago and registered again), we do not think a player should have their winnings confiscated.

If the KYC verification was only done by you and no one else, and you and your family only played with a welcome no-deposit bonus, it would be impossible to convince the casino you didn't play yourself.

Thank you very much in advance for your reply.

Best regards,

Tomas

Yes, we have not deposited a penny into the casino.We did not deposit a penny into the casino.

We were told we could withdraw after depositing and were going to deposit but didn't have to.

My family had updated their information and went through the verification process.

However, my family member registered about 2 weeks ago and says the website has changed a lot in that time and the specifications are different.

If you open multiple accounts in one household and claim no deposit welcome bonuses without deposit and verification, it's impossible for the casino to distinguish whether it was done by one person or multiple people. If the casino decides to confiscate such winnings, unfortunately, our hands are tied.

Please let me know if there is any information I overlooked otherwise, I'll be forced to reject your complaint.

If you decide to play In a single casino in the future, I would recommend you contact the casino and ask for permission to open multiple accounts first within your household, but be aware in such cases your bonus eligibility might be completely taken away from you.

I'll await your response.

Dear yamad-7,

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.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.