The player from Japan had his withdrawal request declined, with the casino alleging that he violated their terms of service while playing pachinko/pachislot. The player was under the impression that the denial was due to the casino's lack of understanding of pachinko/pachislot. Despite having successful withdrawals in the past and having completed KYC verification, the casino insisted that the player had used a strategy that provided an unfair advantage. The player countered that the strategy used was inherent to pachinko/pachislot games and that the casino's terms and conditions did not specify which strategies were unacceptable. However, after we reviewed the evidence provided by the casino and the game provider, we determined that the player had deliberately exploited game imperfections to his advantage. Consequently, we rejected the complaint as unjustified.
ShinQueen Casino - Player’s winnings were confiscated due to an alleged terms violation.
Amount: $3,000
ShinQueen Casino
Safety Index:Below averageUnjustified complaint
REJECTED
Case summary
I played pachinko/pachislot at this casino and applied for a withdrawal.
The casino denied my withdrawal, claiming that I was violating their terms of service.
However, there was no proof of any specific terms of service.
Unlike typical casino games, pachinko/pachislot payouts can occur in consecutive rounds, and the RTP can exceed 100% depending on the player's knowledge.
The casinos seem to consider this unnatural because of their lack of knowledge of pachinko/pachislot.
Dear andandjonnyx,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please forward me the email from the casino you received after your winnings were voided? My email address is veronika.l@casino.guru.
Have you made any successful withdrawals from this casino before?
Could you please confirm that you passed the full KYC verification?
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
Successful withdrawals have been made in the past.
KYC has also been completed.
I am submitting a screenshot as I am unable to forward the email. However, it is in Japanese.
Could you please advise if you played with or without an active bonus? Has pachinko/pachislot been the only game you played in this casino?
Bonuses are not used.
Mostly pachinko and pachislot.
I played a few slot games, but there should have been no problems.
Thank you very much, andandjonnyx, 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 andandjonnyx,
It's Michal again. I have taken over this complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite ShinQueen Casino to join the conversation.
Dear ShinQueen Casino,
Can you please provide more information on how the player supposedly breached your terms and conditions? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru
Please explain which specific plays are unnatural.
Pachinko/pachislot machines are used in actual casinos in Japan, and their systems are fundamentally different from online slots.
Furthermore, some of the pachinko/pachislot machines used in this casino were special machines used in illegal casinos in Japan.
Therefore, it is natural that unnatural behavior occurs when compared to ordinary slots.
However, as long as pachinko/pachislot machines are introduced, it is necessary to operate on the assumption that this is the norm.
Translated with DeepL.com (free version)
Dear ShinQueen Casino,
Thank you for your email, I have responded back with some additional questions and am awaiting your reply.
Dear andandjonnyx,
We've received information suggesting that you may have once again employed a strategy that provided you with an unfair advantage. While I've reached out to the casino team for more details to gain a better understanding of the situation, I'm curious about your decision to play the pachinko/pachislot machines, especially considering your statement:
"Furthermore, some of the pachinko/pachislot machines used in this casino were special machines used in illegal casinos in Japan."
Were you deliberately seeking out these games?
I was not looking for it intentionally.
Rather, the casino is presenting it as one of its own genres.
For this reason, I used it as one of my options for playing.
The yellow-circled area in the image is the pachinko/pachislot used in illegal casinos in Japan.
Compared to legal machines, these machines have extremely low odds of winning the jackpot, and the casinos can manipulate the jackpot, but the payout when they do win is very high, and it is easier for knowledgeable players to win.
These pachinko/pachislot machines are managed by a game provider that is separate from the casino, and the casino does not have much knowledge of the game, so the behavior may seem unnatural, but these are natural behaviors.
In addition, unlike typical online slots, Japanese pachinko/pachislot is designed to use strategies in the first place.
The basic principle of Japanese pachinko/pachislot is to play by utilizing such knowledge, such as the existence of a state in which it is easy to win, or a function that always wins after a series of misses.
Casinos advertise that Japanese pachinko/pachislot can be played as if it were an actual casino, and to deny players the ability to use their knowledge to play is to lie in the advertisement in the first place.
For example, Michal, right in front of you.
'Slots with 100 games left to go into free spins.'
and
"Slot with 200 games left to go into free spins."
are in front of you.
A normal player would surely choose to play the former,
It would be absurd to describe this as an unfair advantage gained by strategy.
Also a prerequisite,
Online slots are supposed to be licensed by the proprietor,
This pachinko/pachislot is being filmed by a live camera while running used machines that were once actually used in casinos, including illegal ones in Japan, and of course, no license permission has been obtained.
It is quite possible that the contents of the machine have been modified.
Because of this, it is important to realize that there is no justification or injustice as claimed by the casino in the first place.
Hello Michal,
We have replied to your email. Please kindly check.
Please note that QUEEN CASINO does not recommend system betting. If you are playing with a betting pattern that is clearly a system bet, we reserve the right to forfeit your account balance and winnings.
However, this was reported from Game Provider's side.
To begin with, pachinko/pachislot machines are designed with system betting in mind, such as the recommendation to play a specified number of times immediately after a jackpot.
Moreover, in the case of pachinko/pachislot machines, the description of the machine recommends a system bet.
For example, the 100 times immediately following the jackpot is recommended to play because of the high probability.
As long as pachinko/pachislot is introduced, which has special elements compared to those common online slots and sports betting, both casinos and game providers need to allow it.
At least I play it similar to an actual Japanese casino.
If they did not allow the same way as actual play, they would have had to specify it in their terms of service, etc., but there was no such statement at all.
Rather, the casino was promoting the fact that you can play pachinko/pachislot online in the same way as in real life.
Dear ShinQueen Casino,
Thank you for your email, and the provided information including evidence thus far. I'm awaiting your reply to my last email.
Dear andandjonnyx,
Although you might be right that playing on pachinko/pachislot machines can require a certain level of strategy, however, I have received information from the casino team and the game provider as well that the strategy you used is not a "usual one", instead is one of the not allowed strategies. I have requested additional information to better understand how you once again have exploited certain imperfections and tried to use them to your advantage.
At least there was no mention in the terms of service as to what specific activities were not permitted.
Therefore, we saw no problem in using strategies that could be used in reality.
The general game proprietor deals with slot games that he/she created, but it is not the game proprietor who created the pachinko/pachislot game.
Therefore, neither the casinos nor the game propidors have in-depth knowledge of the game.
At least I know more about pachinko/pachislot than they do, having actually played it in Japan.
Hello,
Please be informed that Queen Casino have provided all the evidence and reasons based on this complaint.
Dear Casino Guru, if there is anything we can assist for this matter please feel free to contact us again.
I checked the Terms of Service, but there is no mention of what specific pachinko/pachislot strategies the casino prohibits.
As long as the system is more specialized than a typical slot machine, it should be properly stated in the terms of service or users should be warned.
The general idea should be that, at least as long as the machines used in actual Japanese casinos are used as they are, the rules of the actual Japanese casinos take precedence.
Is there a difference?
Dear ShinQueen Casino,
Thank you for your email, and the provided evidence.
Dear andandjonnyx,
Although I can agree with you that the casino terms and conditions could be more specific on what strategies are not considered acceptable when it comes to pachinko/pachislot games, however, as I have mentioned above, you have once again employed a strategy that provided you with an unfair advantage. Based on your complaint history on our forum and our knowledge that you are not just a casual player and you like to find any slight imperfection in games that you try to use to your advantage, we cannot consider your gameplay as just a coincidence. Your gameplay was flagged by the game provider, suggesting a deliberate strategy (system betting) to abuse bonuses on either more casino platforms at once or coordinated gameplay with other users, which is considered a serious breach of terms in almost any casino.
Unfortunately, after gathering all the necessary information, we are forced to reject this complaint as unjustified.
If you are not satisfied with our decision, you are free to contact the Gaming Curaçao Authority (complaints@gaming-curacao.com) and submit a complaint to them. Please let me know how they responded or how they decided at michal.k@casino.guru
We are sorry We could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
