GrandMasterJack Casino - 選手の退場が遅れる。

A total of 3 withdrawals from 1/24 have not been processed.

About 10 days ago, I've been reminding you every day via online chat.

The reply was: Wait for me to contact you by email, repeat.

The email itself never arrived.

Even if I switch to it and contact online chat, I wait for an email with a fixed form and can't receive any other answers.

1/24 7800 yen

1/24 5070` yen

1/29 12675 yen

The total withdrawal amount of ` is 25545 yen.

Please cooperate with the collection. or no email response

Thank you for your cooperation

1/24からの合計3つの出金が処理されません。

10日くらい前より毎日オンラインチャットで催促しています。

返事は：メールでの連絡を待て、の繰り返しです。

そのメール自体が一度も届いていません。

それも含め切換えし、オンラインチャットに連絡しても、定型文でメールを待て、他の回答を一切受けられません。

1/24 7800円

1/24 5070`円

1/29 12675円

`の合計金額25545円の引き出しが未処理です。

ぜひ、回収の協力。またはメール回答がないのか、

ご協力をお願いします

Hello sai1331,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with GrandMasterJack Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Thank you for your help.

I have been authenticated. I have made at least 50 withdrawals so far.

This withdrawal is all real money

Thank you.

お世話になります。

認証は済んでおります。今までに少なくとも５０回以上引き出しを行っています。

今回の引き出しは、全てリアルマネーです

よろしくお願いいたします。

Thank you for your help.

Today, at 9:00 PM Japan time, I was unable to log in to my account.

At the same time, I received the following email.

____

""We regret to inform you that your GrandMasterJack account has been temporarily or permanently suspended for one of the following reasons:

self-regulation

Attempt login with restricted IP/area

Multiple login failures

Duplicate account registration""

____

Of course none of the items apply.

Also, there is no explanation about unpaid winnings.

I can't believe it at all.

Demand full payment of winnings.

Is there any way to do this?

お世話になります。

本日、日本時間PM9時に、アカウントへログインできなくなりました。

同時に、下記メールが届きました。

＿＿＿

""次のいずれかの理由により、GrandMasterJackのアカウントが一時的または永久的に停止されたことをお知らせいたします :

 自己規制

規制されたIP/エリアでログインを試行

複数回ログインの失敗

重複アカウントの登録""

＿＿＿

当然どの項目も当てはまりません。

また勝ち金の未払いについての説明は有りません。

全く納得出来ません。

全額勝ち金の支払いを求めます。

何か方法は有りませんか？

Hello sai1331,

As we will definitely need more information and some kind of proof from the casino, your complaint will be now forwarded to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

NIKC

Thank you.

NIKC様　

よろしくお願いいたします。

`Thank you for your help.

The access denial was lifted today.

However, there is no withdrawal.

`お世話になっております。

本日、アクセス拒否は解除されました。

ですが、出金は無いです。　

Hello, sai1331,

I am sorry to hear that your withdrawals have been delayed. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite GrandMasterJack Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear GrandMasterJack Casino Team,

Could you please state the reason why the player's withdrawals have not been completely processed yet, and what is the estimated time frame for processing the payments?

Thank you in advance for providing the information.

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 sai1331,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more possible way how you can try to get your winnings back - to file a complaint with the gaming authority that regulates the casino - Gaming Curacao. It is possible to submit a complaint via the official website (http://www.gaming-curacao.com/) using a "Contact" button or by sending your complaint to info@gaming-curacao.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed.

If there is any progress with your issue or you need help, please let me know at branislav.b@casino.guru.

I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru