Zipang Casino - Player’s winnings were confiscated.

I played according to the terms and conditions using a bonus I received via email from Zipang Casino, but my winnings were confiscated.

I have emailed, but received no response, and my winnings were unilaterally confiscated. I would like to know the reason for this, so I request your cooperation.

Dear jgmpJj5856,

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 send me the link or the email with the bonus offer you took? Please send me also the email you received from the casino after your winnings were confiscated. My email address is veronika.l@casino.guru.

Could you please confirm if you passed the 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

KYC is not accepted.

Thank you for your emails.

Do I understand correctly that your account was closed because of alleged duplicate accounts found by the casino?

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 confirm if you used the welcome bonus mentioned in the email you sent me?

That's what the casino told me.

I have no recollection of the IP at all.

We will send you a welcome bonus history by email. Thank you.

Thank you very much, jgmpJj5856, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, jgmpJj5856,

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? Why has the user's account been blocked and winnings 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).

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 jgmpJj5856,

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