Casitabi Casino - アカウント閉鎖後、プレイヤーの賞金は没収されます。

On June 17, 2024, I used a promotion at the casino and deposited $500 via a payment service provider called Vegawallet to play games. Fortunately, my balance increased to $4932.

When I requested a withdrawal, I was asked to provide my transaction history with Vegawallet from January to February. Since I did not have transaction history for January, I submitted the February history. Afterwards, the support team requested additional screenshots showing deposits to Vegawallet from other casinos. I submitted these, but the support team then asked me to specify the casino site from the screenshots. I informed them that the winnings were from a site called Aloha Shark.

Support then instructed me to prove these were indeed winnings from Aloha Shark by providing a screenshot of Aloha Shark’s withdrawal page or by contacting their support for confirmation.

However, Aloha Shark is now closed, having shut down about a year ago, making it impossible to capture a withdrawal page screenshot or contact their support.

I communicated this situation to the casino’s support team,

citing that, according to their terms and conditions,

a third party used this game

and that it was not intended for entertainment purposes.

They accused me of taking advantage of a risk-free bonus under various policies. They refunded the $500 deposit but closed my account and confiscated the winnings.

I wish to contest this as an abuse of the terms and conditions, especially as they confiscated my winnings without a substantial reason amid the KYC process.

2024年6月17日にカジ旅でプロモーションを使用してVegawalletという決済代行業者を使用し$500入金しゲームをプレイして運良く残高が増え$4932になりました。

出金申請をしましたらVegawalletの1月〜2月の取引履歴を求められました。1月分の取引履歴はなかったので2月分の取引履歴を提出いたしました。その後サポートより追加で他カジノからのVegawalletへの入金についてのスクリーンショットの提示を求められ提出しましたところスクリーンショットにて提出したカジノサイトを提示しろとサポートに言われAloha sharkというカジノサイトからの勝利金と答えました。

サポートからはAloha sharkからの入金かどうかの確認をAloha sharkの出金ページのスクリーンショット又はサポートに問い合わせてAloha sharkからの勝利金かどうかの証明をしろと指示がありました。

しかしAloha sharkは現在は閉鎖されて約一年前のため取引のため出金ページのスクリーンショットや

サポートとの問い合わせが不可能でありその旨をカジ旅サポートに伝えたところ、

利用規約により

第三者が本ゲームを利用

エンターテイメントを目的としていない

リスクフリーのボーナス利用という様々な規約を羅列され入金分の$500は返還されましたが、アカウントを閉鎖され勝利金の没収をされました。

KYCの途中でこの様な具体的な理由のない言いがかりをつけられ没収されたことについて、不当な規約の濫用ということで異議申し立てをしたいと思います。

Dear rockn6,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

Do you have any emails or other confirmations from Aloha Shark Casino with the information regarding the withdrawals that you could submit to Casitabi for verification?

When was the last time you communicated with customer support of Aloha Shark Casino?

Could you please specify what type of promotion you used in Casitabi Casino? Ideally, send me a link or a screenshot of this bonus.

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

The emails from Aloha Shark have already disappeared, so I am unable to understand what is going on.

I also don't know when I contacted customer support.

It was in December that I realized that they were asking me for detailed information about the first deposit history in my Vega wallet, so by the time the issue was resolved, I was no longer able to provide customer support.

The types of promotions are as shown in the screenshot.

I have made multiple payments but only the payment made in June has been refunded.

アロハシャーク様とのメールは既に消 えており、把握しかねます。

またカスタマーサポートと連絡取った時期も分かりかねます。

ベガウォレット内の一番最初の入金履 歴を細かく訊かれていると把握したの が12月になりますので、対応時期に はもうカスタマーサポートへの対応は 出来ませんでした。

プロモーションの種類はスクショの通りです。

また複数回入金していますが返金されているのは6月の入金のみです。

Please forward me the communication between you and the casino customer support regarding the verification of your first deposit and the transaction history from January 2024 at veronika.f@casino.guru.

I have sent you screenshots of the email exchange with Casitabi Support, so please check them.

Also, what has been confiscated this time is not the initial deposit, but the promotion that was announced by email.

$500 on first deposit. $500 in promotions. Total $1000

I am making a deposit.

In the first place, the casino's argument is that this is an abuse of the rules, and if they are going to confiscate the money for this reason, I believe they have an obligation to return at least $1,000.

veronika.f@casino.guru

こちらにカジ旅サポートとのメールのやり取りのスクリーンショットを送付しましたので、ご確認をお願いします。

また今回没収されてるのは初回入金ではなく、メールにて案内されたプロモーションに参加していますので、

初回入金で$500.プロモーションで$500計$1000

入金しています。

そもそもカジノ側の主張は規約濫用でありこのような理由で没収するのであれば最低でも$1000は返却する義務がカジノ側にはあると思います。

Thank you very much, rockn6, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you rockn6 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casitabi Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and winnings confiscated.

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 mark the complaint as "unresolved" in our system. 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 Gaming Board (https://www.gamingcontrolcuracao.org/contact) and submit a complaint to them. The Gaming Authority stated they will not handle individual disputes between players and operators but if you would like to try anyways you can do so. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter