Katsuwin Casino - Player's winnings confiscated due to alleged terms violation.

"Hello,

Thank you for your response.

Please note that if you register or log in through Wi-Fi, it may be a violation of our Terms of Service.

I'm sorry to inform you that you have violated section 9 of our Terms of Service.

The free trial bonus this time will be withdrawn automatically within 72 hours.

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

The violation this time does not affect the future use of your account. You can keep using this account.

We appreciate your understanding. Thank you for choosing KatsuWIN."

"Hello,

Thank you for your contact.

As a result of our investigation, it was found that the IP address you are using is the same as the account 'h*n*m*nn'.

Terms of Service section 9: All customers can register only one account per address and device. If our site deems that you own multiple accounts, the site may block or close the duplicate account(s) at its discretion and cancel all bets on the duplicate account(s). This applies whether payments were made or not. In addition, the withdrawable funds will be confiscated or refunded.

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

We regret to inform you of this, but we appreciate your understanding."

This is the email I received.

The issue started when I tried to withdraw funds after using a no-deposit bonus, fulfilled betting conditions, and passed KYC authentication.

This was my first time creating an account, and no one else uses my Wi-Fi (I live alone), so there's no reason for them to suspect me of having multiple accounts. Yet, I was accused of violating the Terms of Service.

I have sent several emails protesting that I am wrongly accused, but they still won't acknowledge my claim.

If I did violate the terms, they should simply delete my account. I can't accept how they only confiscated my bonus and claimed I can still play without any issues in the future. It's clearly an excuse to avoid paying out my bonus.

The amount is small and I didn't lose any of my deposit, but I am submitting a claim because I cannot agree with their handling of the situation.

Thank you for your attention to this matter.

Dear marimo946,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Is there any chance that you had an active account in the past?
• Could you please advise when exactly you created your account?
• Do I understand correctly that you still have access to your casino account?

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

Best regards,

Kristina

- I have never had an active account in the past.

・The account creation date and time is 4/28 19:30-20:00.

・You can still access your account, but there is a deposit limit.

Thank you very much, marimo946, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, marimo946,

I am sorry to hear about your trouble, and I apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Katsuwin Casino team,

Could you please provide us with an explanation of the player's situation in more detail?

Looking at the email from the casino, it seems the user was accused of multiple accounts use. If so, was a no-deposit bonus also used in another account?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary supporting evidence to my email address (branislav.b@casino.guru).

Dear marimo946,

I was informed that the casino assisted you in completing your withdrawal. Do I understand correctly that you managed to withdraw your disputed winnings?

Or, can you please provide me with more details? Has your issue been resolved, so I can consider the complaint resolved and close it? Is there anything else I can help you with?

The other day, the casino offered to process a refund.

After that, I was able to withdraw the money without any problems, so I am ultimately satisfied.

thank you very much.

Great news, marimo946!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been resolved, I will now mark your complaint as in our system accordingly. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru