PachiPachi Casino - Player is struggling to withdraw their bonus winnings.

From the beginning, after registration, the Casino accrued a bonus of 1500 JPY with a wager x-1; the bonus was won back on the personal account not on the bonus. the balance has been reset and the support has nothing to do with this. This casino is dead and it is not worth investing funds in it.

Dear Natatkas,

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. Could you please advise if you have deposited any funds into your account and which exact bonus you have redeemed? Have you completed the account verification successfully in the past?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Is there any relevant communication that you could forward to petronela.k@casino.guru before we'll contact the casino? Thank you.

Thank you very much, Natatkas, for your emails. Do I understand correctly that you have received a Welcome bonus, completed wagering, and then your winnings were voided, without further explanation even if the Customer support has been contacted and notified?

Yes, I completed the wagering, some of the money was canceled and the winnings I still multiplied to 16,000 thousand. And the next day I go into the account and there is no money, I’m good that I didn’t have time to make a deposit and it wouldn’t have been. Yes, absolutely correct, without any explanation although in a letter from them it was written that you should expect within 24 hours, we will decide how to help you.

Thank you very much, Natatkas, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Natatkas,

I’m sorry to hear about your bad experience. I’ll contact the casino and see if I can help.

I would like to invite PachiPachi Casino to join this conversation.

Dear PachiPachi Casino,

Could you please clarify the situation? In addition, please forward any relevant information and evidence to my e-mail address andrej.p@casino.guru.

I told you that I registered with the link from casino guru and received a bonus of 1,500 Japanese yen, I was playing this bonus and I was awarded a prize of 1,500 yen, but the amount that I won from the win was already 16,000 Japanese yen. So I sent them a letter to the department I was told by mail that we had to wait 24 hours so that we could solve your question well, I think I'll wait, although I only managed to send the documents for checking the account with an internal passport and everything the next day did not even go to the site like this.

Dear Natatkas, 

We do sincerely regret the inconvenience, but the actions that you have described here are clearly stated and form part of the bonus and KYC rules of PachiPachi.

As per PachiPachi Terms and Conditions, any player that fail to deposit minimum ¥ 5000 in a single transaction within 24 hours upon the time of registration will forfeit the No Deposit Bonus funds and winnings made from such bonus. These terms are stated in the PachiPachi FAQ, on the PachiPachi Promotions page and included in the profile page on Casino Guru.

The document that you have submitted for KYC purposes were rejected for two reasons; The photo of the passport is not clearly visible as it is taken from some distance, and the passport information is also not clearly readable. Also, the same passport has been uploaded as a Proof of Address, however, PachiPachi are unable to accept passports as proofs of address. Utility bills or bank statements are acceptable documents for this purpose. The guidelines and rules for KYC document upload are available in the PachiPachi FAQ in the site footer and in the ''Verify your Account'' section.

As a licensed operator, we are obliged to take KYC process seriously, and the rules are therefore somewhat inflexible. Consequently, the passport in question was rejected by the compliance team. 

Due to restrictions imposed by suppliers you are now unfortunately in a jurisdiction, from which future service is limited, hopefully, we will be able to serve your territory in the future.

We do deeply regret the inconvenience caused by this and we remain at your disposal for further information.

We will inform Casino Guru of the outcome of this correspondence.

Kind regards.

The PachiPachi Team

Thank you very much for your help and have a nice day.

Thank you, PachiPachi Team, for providing the explanation.

Dear Natatkas,

Unfortunately, this being the case, I’m afraid there’s nothing we can do and are forced to reject your case. Our recommendation is to always read both General Terms and Conditions and Bonus Terms and Conditions thoroughly before creating an account in a casino and/or accepting a bonus.

Lastly, I’m sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.