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

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

Black points: 645

Amount: $14,408

Zipang Casino
Safety Index:Very low
Submitted: 18 Jun 2024 | Unresolved : 15 Jul 2024
Unresolved Our verdict

No reaction policy, passive regulator

UNRESOLVED

Case summary

4 months ago

The player from Japan had his winnings confiscated after fulfilling the wagering requirements and completing the verification process due to alleged duplicate information in his account. Despite this being his first registration, only the sixth deposit was refunded while the previous five deposits were not. We repeatedly attempted to contact the casino for a resolution but received no response. Consequently, the complaint was marked as 'unresolved,' which negatively impacted the casino's rating. The player was advised to contact the Curaçao Antillephone N.V. Licensing Authority for further assistance.

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5 months ago
Translation

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.

Automatic translation:
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5 months ago

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

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5 months ago
Translation

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.

Automatic translation:
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5 months ago

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.

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4 months ago

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

Edited by a Casino Guru admin
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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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4 months ago

Dear py1ke2,

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

Edited by a Casino Guru admin
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