The player from Japan had their winnings confiscated by Zipang Casino despite having completed the wagering requirements and identity verification. The casino claimed that the reason was duplicate account information, but the player had only used a personal smartphone and received no further details. Additionally, the player did not receive the $300 from their first deposit. We repeatedly attempted to contact the casino for clarification and resolution but received no response. Consequently, the complaint was marked as 'unresolved' due to the casino's lack of cooperation.
Zipang Casino - Player’s winnings were confiscated.
Black points: 534
Amount: $11,000
Zipang Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
3 months ago
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4 months ago
Translation
I registered with Zipang Casino and shortly afterward, received an email about a special welcome offer. During the second deposit bonus of a total of six bonuses, I got lucky and won while playing a slot game, successfully completing the wagering requirements.
After completing the identity verification, I submitted a withdrawal request and was told my account was under review, making me wait for about three weeks.
Recently, I received an email stating that my winnings had been confiscated. When I checked my account, only the $500 from my second deposit was returned, while the $300 from my first deposit was not.
The reason given for the confiscation was a "general determination" that my account had duplicate information. However, I only played on a smartphone device that I purchased myself, so there should be no overlap with anyone else. My inquiries via email have not yielded any further information.
Could you please investigate this unfair confiscation?
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4 months ago
Hello venus09211113,
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? Does anybody else from your household owns an account in the casino? Is it possible that you created an account in the casino in the past? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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4 months ago
Translation
My account was fully verified by Zipang Casino on 5/26.
I received an email confirming KYC completion.
None of my family members have ever opened a casino account, and I have never previously registered.
The last email I received from the casino was on 6/14, stating that my winnings were being confiscated.
I sent an email in protest but got no reply.
Edited
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4 months ago
Hello venus09211113,
Please forward the communication between you and the casino to nikolas.b@casino.guru.
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4 months ago
Translation
I have sent you an email. Please check it.
Automatic translation:
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4 months ago
Thank you venus09211113 for all the information provided. As we need to clarify the situation with the casino, your complaint will be now forwarded to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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4 months ago
Hello, venus09211113,
I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.
Dear Zipang Casino team,
Could you please explain the player's situation in more detail? Has the user's account been blocked/closed? Why have disputed winnings been confiscated?
If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?
Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).
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4 months 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 months ago
Dear venus09211113,
I have tried to contact the casino repeatedly but had no success. I am 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 is not 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. In case of any news or updates from the regulator, feel free to let me know via email (branislav.b@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,
Branislav, Casino.Guru
