Katsuwin Casino - 規約違反の疑いにより、プレイヤーの賞金が没収されました。

"Hello,

Thank you for your response.

Please note that if you register or log in through Wi-Fi, it may be a violation of our Terms of Service.

I'm sorry to inform you that you have violated section 9 of our Terms of Service.

The free trial bonus this time will be withdrawn automatically within 72 hours.

Terms of Service: https://www.katsuwin.io/page/terms

The violation this time does not affect the future use of your account. You can keep using this account.

We appreciate your understanding. Thank you for choosing KatsuWIN."

"Hello,

Thank you for your contact.

As a result of our investigation, it was found that the IP address you are using is the same as the account 'h*n*m*nn'.

Terms of Service section 9: All customers can register only one account per address and device. If our site deems that you own multiple accounts, the site may block or close the duplicate account(s) at its discretion and cancel all bets on the duplicate account(s). This applies whether payments were made or not. In addition, the withdrawable funds will be confiscated or refunded.

Terms of Service: https://www.katsuwin.io/page/terms

We regret to inform you of this, but we appreciate your understanding."

This is the email I received.

The issue started when I tried to withdraw funds after using a no-deposit bonus, fulfilled betting conditions, and passed KYC authentication.

This was my first time creating an account, and no one else uses my Wi-Fi (I live alone), so there's no reason for them to suspect me of having multiple accounts. Yet, I was accused of violating the Terms of Service.

I have sent several emails protesting that I am wrongly accused, but they still won't acknowledge my claim.

If I did violate the terms, they should simply delete my account. I can't accept how they only confiscated my bonus and claimed I can still play without any issues in the future. It's clearly an excuse to avoid paying out my bonus.

The amount is small and I didn't lose any of my deposit, but I am submitting a claim because I cannot agree with their handling of the situation.

Thank you for your attention to this matter.

"こんにちは。

ご返信ありがとうございます。

Wi-Fiを使用して登録またはログインした場合、利用規約違反に抵触する可能性がございます。

大変申し訳ございませんが、お客様は利用規約第9条に違反されております。

今回の無料体験ボーナスは72時間以内に自動で没収されます。

利用規約 : https://www.katsuwin.io/page/terms

今回の違反はお客様のアカウントの今後のご利用に影響はございません。このままこちらのアカウントをご利用いただけます。

以上、ご理解の程よろしくお願いいたします。今後ともKatsuWINをよろしくお願いいたします。"

"こんにちは。

ご連絡ありがとうございます。

調査の結果、お客様がお使いのIPアドレスが当該アカウント「h*n*m*nn」と同じということが判明いたしました。

利用規約第9条 : 全てのお客様において、IPなどアドレス、デバイスごとに登録できるアカウントは1つのみです。お客様が複数のアカウントを所有していると当サイトが判断した場合、当サイトは独自の裁量で重複したアカウントをブロックまたは閉鎖し、重複したアカウントに対するすべての賭けを取り消すことがございます。(決済の有無にかかわらず措置をとります。)また、引き出し可能な資金に関しては没収または返金となります。

利用規約 : https://www.katsuwin.io/page/terms

大変遺憾ではございますが、ご理解のほどよろしくお願いいたします。"

以上のメールが届きました。

事の発端は、私が入金不要ボーナスを利用し、賭け条件、KYC認証を達成した上で、出金をしようとしたときに起きました。

今回が初めてのアカウント作成であり、私以外誰もwi-fiを利用していない(そもそも一人で生活している)ことから複数アカウントだと疑わられる理由すらないのですが、なぜか規約違反をしていると指摘を受けました。

当方としては、あらぬ疑いを掛けられていることから抗議のメールを何度か送りましたが、依然として認めてくれません。

また、規約違反であるならばアカウントの廃止を行えばいいと考えていますが、今回はボーナス没収のみで、今後は問題なくプレイ出来るという点も全くもって納得できません。

ただ、ボーナスを出金させないための口実でしかないです。

金額は小さく、入金して損をしたわけでは無いのですが、対応に納得がいかないため、クレームを提出させていただきました。

よろしくお願いします。

Dear marimo946,

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. 

• Is there any chance that you had an active account in the past?
• Could you please advise when exactly you created your account?
• Do I understand correctly that you still have access to your casino account?

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 have never had an active account in the past.

・The account creation date and time is 4/28 19:30-20:00.

・You can still access your account, but there is a deposit limit.

・過去にアクティブなアカウントを所有していたことはありません。

・アカウントの作成日時は、4/28　19:30〜20:00です。

・アカウントにはまだアクセスできます。ですが、入金制限がされています。

Thank you very much, marimo946, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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, marimo946,

I am sorry to hear about your trouble, and I apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Katsuwin Casino team,

Could you please provide us with an explanation of the player's situation in more detail?

Looking at the email from the casino, it seems the user was accused of multiple accounts use. If so, was a no-deposit bonus also used in another account?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary supporting evidence to my email address (branislav.b@casino.guru).

Dear marimo946,

I was informed that the casino assisted you in completing your withdrawal. Do I understand correctly that you managed to withdraw your disputed winnings?

Or, can you please provide me with more details? Has your issue been resolved, so I can consider the complaint resolved and close it? Is there anything else I can help you with?

The other day, the casino offered to process a refund.

After that, I was able to withdraw the money without any problems, so I am ultimately satisfied.

thank you very much.

先日、カジノ側から返金手続きの申し出がありました。

その後、出金まで特に問題無く出来たため、最終的には満足です。

ありがとうございました。

Great news, marimo946!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been resolved, I will now mark your complaint as in our system accordingly. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru