Katsuwin Casino - システムメンテナンスのため、プレイヤーの退会キャンセルが繰り返し発生しております。

I registered with this casino, cleared the rollover from the no deposit bonus, and then deposited 1500 yen once. I cleared twice the rollover of the terms and finally became 12770 yen, so I applied for withdrawal. However, I was told that the withdrawal was canceled due to bank system maintenance. Despite asking the chat support, I received the same response. I had already cleared the deposit rollover, my KYC was certified, and I even changed my bank account for withdrawal, but it was canceled again. At the time, I was told that I would be able to withdraw after the system maintenance was completed. I believe I have met the requirements and demands of the other party. I suspect that I am being denied withdrawal, and therefore I have lodged a complaint. I appreciate your understanding and assistance.

こちらのカジノへ登録し、入金不要ボーナスからロールオーバーをクリアしました。その後1500円を一度入金して規約の2倍のロールオーバーもクリアし最終的に12770円になったので出金をかけたところ、銀行のシステムメンテナンスにより出金がキャンセルされたとの事。チャットサポートにも問い合わせしたが、同じ回答。入金のロールオーバーもクリア、kycも認証済み、出金の際銀行口座も変えて出金したがまたキャンセルされました。その時も同じシステムメンテナンスが終わったら出金出来るようになるので案内しますとの事。私は相手が求める物、求める事をしたつもりです。出金拒否されてるのではないかと思い、苦情を提出しました。宜しくお願いします。

Dear azusato1262,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Katsuwin Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify when exactly was your most recent withdrawal request canceled?

Has the customer support informed you when the system maintenance should be completed?

When was the last time you communicated with customer support regarding the problem with your withdrawal?

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

Sorry for the late reply. Thank you for your response.

We are pleased to inform you that we have confirmed that the payment has been received successfully. It has been resolved. There was no particular communication, but the money was received securely. We apologize for the inconvenience. It's solved.

返信遅くなり申し訳ありません。ご対応ありがとうございました。

無事着金が確認出来ましたのでご連絡です。解決致しました。特になんの連絡もありませんでしたが、しっかりと着金されてました。ご迷惑おかけしました。解決です。

Dear azusato1262,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru