Zipang Casino - Player’s winnings were confiscated due to a duplicate account claim.

After registering, I received information about the first deposit bonus for six rounds. After making a deposit and receiving the first deposit bonus, I repeatedly played the slots. I won during my play after my sixth deposit. After meeting the wagering requirements and completing the verification process, I requested a withdrawal. However, my winnings were confiscated due to alleged duplicate information in my account. I was told that my deposit would be refunded, but only for the sixth deposit, with no refunds for the previous five deposits. This was my first registration, and the confiscation of my winnings is unjustified. I would like to request resolution of this issue.

Dear py1ke2, 

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

There is no chance that my family or someone using the same IP address has created an account with this casino.

KYC verification passed.

There are no accumulated winnings, only the winnings generated on your 6th deposit.

Thank you very much, py1ke2, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear py1ke2,

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 a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo