HomeComplaintsZipang Casino - Player’s account has been closed and winnings confiscated.

Zipang Casino - Player’s account has been closed and winnings confiscated.

Black points: 864

Amount: 21,956 ₮

Zipang Casino
Safety Index:Very low
Submitted: 06 Oct 2024 | Unresolved : 28 Oct 2024
Unresolved Our verdict

No reaction policy, passive regulator

UNRESOLVED

Case summary

3 weeks ago

The player from Japan had their account suspended and winnings confiscated after making a successful deposit and fulfilling bonus requirements. Despite KYC approval, they faced accusations of duplicate accounts, and their inquiries were ignored. The Complaints Team had attempted to engage with the casino for clarification but received no response. Consequently, the complaint was marked as 'unresolved'.

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1 month ago
Translation

On July 18th, after making my sixth deposit as part of the welcome bonus, I deposited $1500 and won. I met all the bonus requirements in accordance with the terms and conditions, yet despite my KYC being approved, my withdrawal request was not processed. On July 25th, my account was suspended under the accusation of being a duplicate, and my winnings, except for the deposited amount, were confiscated. All my inquiries have been ignored. Additionally, I can't log into my account as it has been suspended. I submitted a withdrawal request for my deposit amount, and even that was pending for over a month, only being processed on September 17th. As my inquiries were finally addressed and there's no longer a risk of having my remaining balance confiscated, I am filing this complaint.

Automatic translation:
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1 month ago

Dear Natural114,

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

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

  • Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
  • Could you please share any supporting communication between you and the casino regarding the issue, including the communication containing the allegations against you? My email is tomas@casino.guru

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

Edited by a Casino Guru admin
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1 month ago
Translation

I connect to this casino via mobile so there are no duplicate IP addresses.

The correspondence will be attached via email.

Automatic translation:
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1 month ago

Thank you very much, Natural114, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

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1 month ago

Hello there,

Thank you Natural114 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Zipang Casino for their help in resolving this complaint. We would like to know why was the player's account closed and winnings confiscated.

Thank you!

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1 month ago

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.

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3 weeks ago

Dear Natural114,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao Antillephone N.V. (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know how they responded (michal.k@casino.guru). I am sorry I could not be of more help on this occasion. I can only recommend checking the reviews of each casino before you sign up and only playing in licensed and good-rated casinos to avoid disappointments like this in the future.

Best regards,

Peter

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