Zipang Casino - Player’s payout has been delayed.

At Zipang Casino, I took advantage of the first deposit promotion.

I played and won $5055 in cash. I submitted my KYC documents, which were approved, and made a withdrawal request.

However, customer support told me that my request is under review.

I have been reaching out to support for updates, but recently, they have stopped responding altogether.

I would like to request an investigation into this matter.

Hello Fujimonjtw,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Zipang Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Since when is the withdrawal pending? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

The certification was accepted on June 14th and we have confirmed that there are no discrepancies.

Withdrawals have been on hold since June 14th.

The last message from Zipang Casino was:

Since then, we have been chatting and

I am contacting you by email etc.

I haven't had any contact

Hello Fujimonjtw and thank you for all the information provided. I will now forward your complaint to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

How long will the adjustment take?

Dear Fujimonjtw,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Zipang Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Zipang Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal and also why the player's account is under review?

Thank you in advance for your response!

Best Regards,

Kubo

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.

I received a call from Zipang Casino.

The prize money was confiscated unilaterally,

Only the last deposit will be returned,

I am not happy with this kind of treatment, as the deposit I made to get to this point in the initial promotion has not even been properly refunded.

I will not respond to any communication from you.

I hope that sites like this that confiscate your winnings will take appropriate action.

Dear Fujimonjtw,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.

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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Curaçao Antillephone N.V. Licensing Authority and submitting a complaint by sending a summary of your issue to complaints@gaminglicences.com. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Kubo