Zipang Casino - Player’s withdrawal is delayed.

On October 16th, I registered and made an initial deposit of $280 using a 200% bonus, receiving a bonus of $560.

I was able to win on the slots and meet the wagering requirements. After continuing to play the slots several times, my balance reached $21,800.

I have requested a withdrawal, but it has not been processed for over a month now.

My KYC is completed.

I have inquired multiple times, but I'm always told that it's under review. This delay is excessively long, so I would like you to investigate this matter.

Dear jupinggaojian,

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. 

• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
• Which payment method to withdraw your winnings have you opted for?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

I made a deposit in virtual currency and requested a withdrawal in virtual currency.

Your withdrawal request is pending.

I am attaching a screenshot.

The correspondence emails will be forwarded.

Also, when I met the wagering requirements of the bonus, my balance was about $9,000. After it became cash, I played slots and my balance became $21,800.

Thank you very much, jupinggaojian, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, jupinggaojian!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player.

Thank you!

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.

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 close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team

The withdrawal limit for this month, $10,000, has been withdrawn.

thank you.

I do not know why, but the complaint did not close.

jupinggaojian, do I understand correctly that you have withdrawn 10,000 and there is 10,800 left? Would you like us then to hold the complaint open until you withdraw all your funds or withdrawals stop? Please, note that if you withdrawals will stop, we will not be able to help you as the casino chose to ignore our requests.