AlohaShark Casino - 決済が遅延しているとのクレームがあります。

After playing as Aloha Shark, all $5500 bonus cash was confiscated due to suspicion of double registration.

There is no possibility of double registration.

It was also confiscated before being asked to submit KYC.

I am using the first deposit bonus, but as far as I read the guideline, it is not a violation of the bonus terms, and I am aware that I have not violated either.

I have a play history.

I would appreciate it if you could respond.

アロハシャーク様でプレイ後、二重登録の疑いでボーナス使用のキャッシュ$5500全額没収されました。

二重登録の心当たりは一切ございません。

またKYCの提出を求められる前の没収でした。

初回入金ボーナスを使用しておりますが、案内文を読む限りボーナスの規約違反ではございませんし、こちらも違反はしていない認識です。

プレイ履歴はございます。

対応していただけると幸いです。

Dear tikatika,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I received a notice of confiscation without waiting for KYC authentication. It's not a delay, it's a confiscation, so I'd like you to respond as soon as possible.

KYCの認証を待たずに没収の案内が来ました。遅延ではなく没収なので早急に対応願いたいです。

Thank you for your reply, tikatika. I apologize for the misunderstanding. The first message was automatically generated based on the answers you provided while submitting this complaint.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Do I understand correctly that you have not verified your identity yet?

There is no possibility that the family played.

Also, I am playing on my smartphone, and I am the only one who has registered at the casino.

Yes, it was confiscated without identity verification.

家族がプレイした可能性はございません。

また私のスマホでプレイしておりますし、私自身しかカジノ登録はしておりません。

はい、本人確認をせずに没収されました。

Dear tikatika,

Have you received your withdrawal from the casino yet?

No, it was confiscated. I have also received an email to that effect.

It is said that the reason was that other users and IPs were using the same bonus, but it is unfounded because I have registered and played only on my own smartphone.

We also use a smartphone line.

いえ、没収されました。その旨のメールも届いております。

理由が他のユーザーとIPが被って同じボーナスを使用したとのことですが、私は自分自身のスマホでのみ登録プレイしておりますので事実無根です。

またスマホ回線を利用しております。

Thank you very much for your reply, tikatika. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear tikatika,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I will send you the history of the exchanges and hits when this was confiscated.

こちらが没収されたときのやり取りと当たりの履歴をお送りします。

Thank you very much, tikatika, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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 tikatika,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite AlohaShark Casino to join the conversation and participate in the resolution of this complaint.

Dear AlohaShark Casino,

Can you please explain why the player's winnings have been confiscated? If the player's account has been linked to another account, are you able to provide supporting evidence of this?

Kind regards,

Adam

Hello tikatika,

I am currently discussing the case with the casino via Skype, and I am awaiting further information regarding the use of multiple accounts.

I will post an update here shortly after the information is received.

Kind regards,

Adam

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 tikatika,

The casino has explained that your account has been linked to multiple other accounts and all of these accounts have used the same bonuses.

However, according to the casino's policies, they are unable to provide us with further information or proof. Consequently, there is nothing further that can be achieved in this forum, so we will mark the complaint as 'unresolved'.

 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 Curacao Interactive Licensing authority (info@curacaolicensing.com) and submit a complaint to them. The authority has more options and tools to help players. Please let me know how they responded (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Kind regards,

Adam