The player from Japan had been unable to withdraw his winnings from the casino. Despite having received a withdrawal success email, the transaction had been canceled by the money transfer operator. The casino had not provided a reason for the cancellation but had asked the player to initiate the withdrawal process again. The player had passed the KYC verification and had not made any successful withdrawals before. We had reached out to the casino for more information. According to the casino, the player's earlier withdrawal attempts had been rejected by the payment provider. They had suggested the player use an alternative payment method, and the withdrawal requests had been processed within 24 hours. However, the player had not confirmed receipt of their winnings, and we had been forced to close the complaint as rejected.
President Casino - Player's withdrawal was canceled without explanation.
Amount: ¥30,000
President Casino
Safety Index:Below averagePlayer stopped responding
REJECTED
Case summary
This is a casino where you cannot withdraw money.
Is there a connection behind the scenes with the transfer agent?
The day after I received the successful withdrawal email, I received a cancellation from the transfer agent.
The casino says the reason is unknown, even though they say there is no problem.
Incomprehensible statement that you can withdraw money from 1 again and review everything from 1 again.
Now, if you receive a cancellation from the agent again, you will no longer be able to withdraw money.
Part of the actual chat
Chat started on 05 Jan 2024, 01:49 PM (GMT+0)
(01:49:32)*** [name hidden by Casino Guru] joined the chat ***(01:49:32)[name hidden by Casino Guru]
My balance was returned, but what was the reason?
(01:49:34)"Customer Support"
Welcome to live chat! Our Japanese speaking staff will respond immediately. While you wait, could I please check your account?
(01:49:34)"Customer Support"
Excuse me, but may I ask for your date of birth, registered email address, and mobile phone number?
(01:49:49)[name hidden by Casino Guru]
[hidden by Casino Guru]
(01:50:12)Japanese support
Our staff will contact you shortly. just a moment please.
(01:50:30)[name hidden by Casino Guru]
My agent canceled the transaction and said they would check the details, but I did not receive an email, but now I have only received the balance back.
(01:50:38)*** Rie joined the chat ***(01:50:47)Rie
[name hidden by Casino Guru], welcome to customer support. Rie will be in charge today.
(01:50:51)Rie
Please wait a moment while we confirm.
(01:57:17)[name hidden by Casino Guru]
Again?
(01:58:09)Rie
Sorry for taking your time.
(01:59:21)Rie
There are no particular problems found.
We apologize for the inconvenience, but please request a withdrawal again.
(02:00:44)[name hidden by Casino Guru]
If you do that, please don't take the same amount of time to complete the procedure again, it's not my fault, right?
Please immediately
(02:01:14)[name hidden by Casino Guru]
Transaction 🆔 [hidden by Casino Guru]
(02:02:10)Rie
The payment department will approve the withdrawal.
(02:03:26)[name hidden by Casino Guru]
Please hand it over to the agent immediately, without waiting for an examination.
(02:03:45)[name hidden by Casino Guru]
Yes, please approve immediately
(02:04:07)Rie
We are sorry, but we cannot guarantee the time.
(02:04:18)Rie
We will approve it as soon as the department confirms it.
(02:07:17)Rie
Is there anything else I can do to help?
(02:07:51)[name hidden by Casino Guru]
Please make sure that your finance department insists that the transfer agent make the transfer on Monday. That's all.
(02:08:22)[name hidden by Casino Guru]
I'll save this chat
(02:09:41)[name hidden by Casino Guru]
Please approve it immediately.
(02:09:56)Rie
We are sorry, but we cannot guarantee the time.
We will approve it as soon as it is confirmed by the department.
(02:13:48)Rie
Is there anything else I can do to help?
(02:14:45)[name hidden by Casino Guru]
If it's not our fault, it would be common sense to at least go to that casino faster.
(02:14:55)[name hidden by Casino Guru]
Please hurry
(02:14:59)[name hidden by Casino Guru]
that's all
(02:15:03)*** [name hidden by Casino Guru] has rated the chat Bad ***(02:16:12)*** [name hidden by Casino Guru] has rated the chat Bad *** (02:16:12)*** [name hidden by Casino Guru] has commented: I was told that it was not my fault and the withdrawal was canceled, but the response was poor. If the next withdrawal is cancelled, I will doubt your company. Waiting for early withdrawal ***(02:16:22)*** [name hidden by Casino Guru] left the chat ***
Dear syouivocal,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with President Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Have you made any successful withdrawals before?
Could you please confirm if you passed the KYC verification?
Could you kindly specify if you submitted a new withdrawal request as suggested by customer support?
Could you please specify the exact date when your first withdrawal request was canceled?
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
① Have you ever successfully made a withdrawal?
A.No.
②Could you please confirm whether you have passed the KYC verification?
A.I passed the exam.
Could you please specify whether you have submitted a new withdrawal request as suggested by customer support?
A. You have submitted a new withdrawal request
Could you please specify the exact date when the first withdrawal request was cancelled?
A.1/4 around 11:00 (Japan time)
Time the balance was reversed
2024-01-05 12:11:02 (Japan time)
On 2024-01-09 10:04:10, the remittance company canceled it again.
Thank you very much, syouivocal, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 syouivocal,
I'm Michal and I have taken over your complaint. Upon reviewing your case, it's important to note that the casino does not have exclusive control over the diversity and accessibility of payment methods. Multiple factors, including the Licensing Authority, geolocation, contracts with payment providers, and bank restrictions, significantly influence these aspects. Regrettably, casinos may face limitations in offering certain payment methods to customers in specific jurisdictions. Nevertheless, the casino should strive to provide at least some reliable withdrawal options to ensure successful payments to its customers. I will reach out to the casino to gather more insights into this issue. I will contact the casino to shed more light on this matter.
We would like to invite President Casino to join the conversation.
Dear President Casino,
Could you please provide additional details on why the player's withdrawal was not successfully received? Furthermore, what alternative payment methods are available to ensure the player receives their winnings without further complications?
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 syouivocal,
I have successfully communicated with the President Casino Team. According to the information provided by them, your earlier withdrawal attempts were rejected by the payment provider. While no specific reason was given by the payment provider, as mentioned earlier, such occurrences can stem from various factors. However, the casino team recommended using an alternative payment method, and with that, your withdrawal requests were efficiently processed within 24 hours.
Could you kindly confirm that you have indeed received your winnings successfully? If so, can we consider your complaint to be resolved, or do you require assistance with anything else?
Dear syouivocal,
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.
Dear syouivocal,
While it appears that the matter has been addressed, and your winnings have been received, we have not received additional confirmation or any further requests for assistance from you. Regrettably, we are compelled to close this complaint as rejected. We appreciate the cooperation of the casino team.
Should you encounter any challenges with this or any other casino in the future, please feel free to reach out, and we will do our utmost to assist.
Best regards,
Michal
Casino Guru
