The player from Japan had faced issues with withdrawal at an online casino despite having met rollover requirements and completed KYC. His withdrawal requests had been repeatedly cancelled due to alleged system maintenance, which led him to suspect withdrawal denial. However, the issue was eventually resolved and the player had confirmed receipt of his payment. The complaint had subsequently been marked as 'resolved' by our team.
Katsuwin Casino - Player's withdrawal has been repeatedly cancelled due to system maintenance.
Amount: ¥12,770
Katsuwin Casino
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6.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
Public
Public
11 months ago
Translation
I registered with this casino, cleared the rollover from the no deposit bonus, and then deposited 1500 yen once. I cleared twice the rollover of the terms and finally became 12770 yen, so I applied for withdrawal. However, I was told that the withdrawal was canceled due to bank system maintenance. Despite asking the chat support, I received the same response. I had already cleared the deposit rollover, my KYC was certified, and I even changed my bank account for withdrawal, but it was canceled again. At the time, I was told that I would be able to withdraw after the system maintenance was completed. I believe I have met the requirements and demands of the other party. I suspect that I am being denied withdrawal, and therefore I have lodged a complaint. I appreciate your understanding and assistance.
Automatic translation:
Public
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11 months ago
Dear azusato1262,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Katsuwin Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please specify when exactly was your most recent withdrawal request canceled?
Has the customer support informed you when the system maintenance should be completed?
When was the last time you communicated with customer support regarding the problem with your withdrawal?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
11 months ago
Translation
Sorry for the late reply. Thank you for your response.
We are pleased to inform you that we have confirmed that the payment has been received successfully. It has been resolved. There was no particular communication, but the money was received securely. We apologize for the inconvenience. It's solved.
Automatic translation:
Public
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11 months ago
Dear azusato1262,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
