Ramenbet Casino - Player’s balance reduced unexpectedly.

While playing the slot game Sweet Bonanza, my balance of ¥12000 suddenly dropped to ¥3000. When I contacted customer support, they didn’t understand me at all and responded with irrelevant answers, often just posting the terms and conditions URL. They insisted that my balance reduction had been displayed, even though it absolutely had not been. They added rules after the fact and explained everything to suit their own convenience. The same thing happened at a related casino, but in that case, I was refunded in full. Every time I reach out to customer support, it seems like they don’t understand Japanese, forcing me to explain the same thing multiple times, which is incredibly frustrating.

When I posted about this issue on SNS X, the casino messaged me asking to send a DM, which I did immediately. However, I’ve been ignored for two days now. I really hope such a dishonest casino withdraws from Japan.

Dear kmsr0604,

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

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

• Was there any bonus active on your account when the incident occurred?
• Is the loss recorded in your gaming history?
• Have you requested your gaming history from the casino?
• Is the reduction of your balance intentional balance confiscation, or did the reduction result from an error?
• Could you please share your communication with the casino relevant to the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

The bonuses I had activated were the cashback bonus I lost in May with a wagering requirement of 3x and the no-deposit free spins bonus. The amount I won from the free spins was a few hundred yen, and the wagering requirement was 30x.

When I activated the bonus, all I could see was the number x30, with no other conditions indicated.

I looked for my game record but it was no longer in the slot play history.

I think the casino keeps a betting history, but it only shows the amount bet, so there is no record of the balance being reduced.

Of course I didn't take a screenshot.

I panicked when my balance suddenly decreased and thought it was just a temporary bug.

Communicate with customers via chat, not email.

I was made to wait many times, the chat was suddenly disconnected, and my balance was depleted, but I was finally able to have a conversation about three hours later.

Even when I asked questions, I was just sent a copy and paste of the terms of use via chat, and no conversation took place.

I thought the chat conversation log was sent to my email address, but I didn't receive it, so I have no evidence of the conversation.

The casino doesn't seem to be willing to offer a refund or any other kind of action.

Other players have had their withdrawals via bank transfer denied and even had their withdrawal history deleted, but support never responded.

Could you please share your communication with the casino where you discuss the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Include the communication you refer to in your first post.

I don't have a record of the chat inquiry, but I do have a response from X.

Dear kmsr0604

You mentioned the casino repeatedly replied to you citing certain terms and conditions.

Could you please share what those terms and conditions were? Do I understand correctly you allege these rules were added later?

I'll wait for your reply.

I have repeatedly quoted the terms and conditions of the bonus.I had activated the cashback bonus and the free spin that I could get when I downloaded the app.When enabled, the betting conditions and the upper limit of the withdrawal will be displayed as a pop-up.As for the cashback bonus, we are checking the betting conditions x 3, the upper limit of the withdrawal ♾ ️.As for free spin, only 30 betting conditions were displayed in the pop-up that came out when it was enabled.However, it seems that my balance has been reduced by adding the upper limit of the withdrawal later.The response from the casino says that the upper limit of the withdrawal was also displayed when it was enabled, but it is definitely not displayed.I'm checking.If such a display is displayed, the free spin bonus will not be enabled at the same time as the cashback bonus.It's because it's a loss.Please take care of it.

Let me summarize the case:

feel free to correct me if I am wrong.

1. You deposited and lost your balance in May 2024.
2. Afterward, you were given cashback that you wagered 3 times.
3. You redeemed free spins with winnings needed to be wagered 30 times.
4. These winnings were reduced after the wagering of the bonus was complete.
5. The casino specified the limit of your winnings in the bonus rules, however you believe the limit wasn't indicated anywhere.

Could you please share any screenshots of what information was available to you? The chat transcript of your communication with the casino supporting your description of events would be very helpful for us to ascertain any details of your case. Please share the information here or send the information to my email at tomas@casino.guru

Dear kmsr0604,

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.

I will email you the chat transcript. Thank you.

I can see the live chat support referred to a withdrawal limit for a bonus mentioned in rule 30.1.1,

"If you meet the wagering requirements, the total amount of the bonus balance connected to the active bonus will be moved to your real money balance and can be withdrawn at any time. By clearing the wagering requirements, the bonus money up to the withdrawal limit will become real money, but the amount above the limit will be deleted. Please note."

However, no specific withdrawal limit is specified in the general bonus terms and conditions, nor in specific bonus terms and conditions.

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play. 

Since the bonus you activated and played was a no-deposit bonus (free spins) we would accept an upper limit to such winnings as acceptable. While the exact amount might not be specified, the winnings from no-deposit bonuses are almost universally capped at low amounts.

Please let me know if there is any other information I overlooked, otherwise I'll close the complaint.

Dear kmsr0604,

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.

Both the free spins and the cashback bonus were valid, and I made a deposit to activate the cashback bonus. If it had been displayed from the beginning that there was a withdrawal limit for the no deposit free spins, I would not have activated it, and it is strange that the cashback bonus that I activated by depositing money is also subject to this limit, so I am filing a complaint. The conditions for the cashback bonus were clearly displayed from the beginning.

I don't think that's fair at all.

Thanks for the explanation.

After you completed the wagering requirements (x3) of the cashback bonus for losses from May, how much was your balance?

When exactly have you completed the wagering requirements?

When exactly have you started wagering the next bonus - the free spins?

Dear kmsr0604,

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.

I activated the cashback bonus, made a deposit, then activated the free spins bonus and played. I think my balance was ¥10,000 when I cleared the wagering requirements for the cashback bonus.

Could you please forward your gaming history from the moment after you completed the cashback bonus?

You can usually request a full or partial game history from casino support in .csv format. Forward the file to my email at tomas@casino.guru for review.

I apologize for the inconvenience.

Dear kmsr0604,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.