Zipang Casino - Player's winnings were confiscated.

I was introduced to a particular affiliate and consulted with them.

I received an email about an initial deposit bonus from Zipang Casino. I managed to win with that bonus.

When I tried to convert the bonus to cash and make a withdrawal, they confiscated the $8,700 I won from the fourth bonus, claiming it was due to duplicate account information.

They only returned the deposit amount from the fourth bonus to the cashier, and despite trying to contact them via chat and email, I have not received any response or assistance.

Dear makky0312, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

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 advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

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, 

Veronika

I've never heard of anyone I know using the same IP address.

Due to the population of the area, it is possible that an unspecified number of people are doing it.

KYC certification has been completed.

I was not sure if it had been converted to bonus money, so I asked support.

We have confirmed that the bonus credits have been converted into real money.

Make sure you don’t have any bonus money

I made a deposit every time.

Before we proceed with your case, please forward me all the communication between you and the casino customer support that could be relevant to the investigation. My email address is veronika.l@casino.guru. Thank you.

The message I received was

I received this email and went to the site.

Once you enter, the cashier will show you the amount.

The last deposit was $1500.

If such a box reason

I think they should pay it back from the deposit for the first offer.

When I contacted the chat

In the first exchange, the support staff left in the middle of the conversation.

There is no evidence, but

After that, I contacted support

I have inquired by email but have not received a reply.

Thank you very much, makky0312, 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 makky0312,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.

We would like to invite Zipang Casino to join the conversation.

Dear Zipang Casino,

Can you please provide me with information regarding the player's supposed duplicate accounts? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

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.

Dear makky0312,

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,

Michal

Casino Guru