Livecasino.io Casino - プレイヤーの賞金は没収されました。

This time, I received a Welcome back - 100% deposit bonus offer from Live Casino IO.

I played at the casino and met the withdrawal conditions for the bonus, so I submitted a withdrawal request.

I then received an email confirming that my withdrawal request for 50,217 JPY had been approved.

Afterward, I logged into Live Casino IO, and although my account balance should have been 0 JPY, it showed 23,964 JPY.

When I checked my transaction history, there were three notifications:

Withdrawal was rejected

Funds were returned (withdrawal was rejected)

Manual withdrawal

I was confused at the time but did not contact support to verify.

I interpreted it as 26,253 JPY being withdrawn for reasons unknown and 23,964 JPY being returned to my account.

I did not put in another withdrawal request for the balance in the account and continued playing at the casino until it reached 0.

Now, I am submitting a complaint because the funds were taking too long to arrive. When I reached out to the casino, I was informed that due to a violation of bonus usage terms, 26,253 JPY had been confiscated on the same day. The relevant regulation stated:

10.6. Bonus offers provided by us are limited to one per account. This means one per family, household, address, email address, IP address, or shared location (like universities, clubs, schools, libraries, or companies). In cases of bonus abuse, we reserve the right to close the account or confiscate any assets within it.

I only have one account and, this being my second deposit, I have never made a withdrawal before this.

Please assist in resolving this matter.

今回、私はライブカジノアイオーからWelcome back - 100% deposit bonusというボーナスオファーをいただきました。

そして、私はカジノで遊び、ボーナスの引き出し条件を達成したので出金申請しました。

そして、私宛に申請していた50217 JPYの出金が承認されとのメールが

届きました。

それから、私はライブカジノアイオーにアクセスしてみると、本来私のアカウントの残高は０jpyのはずが、23964jpyありました。

私は取引履歴を確認すると、3つ通知が届いていました。

　出金が拒否されました

　資金が返還されました（出金は拒否されました）

　マニュアルで出金する

と、私はその時混乱しましたが、サポート連絡し、確認しませんでした。

そして、私は理由わからないが26253jpy出金され、アカウントに23964jpy

戻ったものだと解釈しました。

そして、アカウントにある残高は出金申請かけず、またカジノで遊んで

０になりました。

で、今私がクレームを提出しているのかというと、着金が遅いので

カジノに連絡を取ったところ、ボーナス利用の規約違反が判明したため、

同日に26253円の資金が没収したとのこと、そしてその規約は

　10.6.当社が提供するボーナスは、１つのアカウントにつき１つです。つまり、ご家族、世帯、住所、Eメールアドレス、IPアドレス、公共場所（大学、サークル、学校、図書館や会社など）につき１つとします。ボーナスの乱用が見受けられた場合は、当社はアカウントの閉鎖もしくはアカウントにある資産の没収を行う権利を有します。

私はアカウントは１つしか持っていませんし、今回、2回目の入金で一度も出金したこともありません。

是非とも解決にむけてサポートお願いします。

Dear masusin,

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 someone from your household, or using the same IP address has also created an account at this casino?
• Could you please post a screenshot of your withdrawal history here in this thread?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Thank you for your quick response.

Answer the questions

Is it possible that my family or someone using the same IP address has created an account at this casino?

I am on my own.

Attach a screenshot of your transaction history.

And the communication exchange is, Transfer to.

Well, thank you very much.

早い対応ありがとうございます。

質問に答えます

私の家族や同じ IP アドレスを使用している誰かがこのカジノでアカウントを作成している可能性はありますせん。

私、一人です。

取引履歴のスクリーンショットを張っておきます

　あと通信のやりとりは、kristina.s@casino.guruに転送します。

でわ、よろしくおねがいします

Thank you very much, masusin, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

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

I would now like to ask Livecasino.io Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Hello Casino Guru team,

Thank you for bringing this complaint to our attention.

The account in question was found to be in violation of our terms & conditions, relating to abuse of our bonus/promotional offerings.

"8.3. Where any term of the offer or promotion is breached or there is any evidence of a series of bets placed by a customer or group of customers, which due to a deposit reward, enhanced payments, free bets, risk-free bets or any other promotional offer results in guaranteed customer profits irrespective of the outcome, whether individually or as part of a group, the Website reserves the right to reclaim the reward element of such offers and in their absolute discretion either void the free bet reward and risk-free bets or void any bet funded by the deposit reward. In addition, the Website reserves the right to levy an administration charge on the customer up to the value of the deposit reward, free bet reward, risk-free bet or additional payment to cover administrative costs. We further reserve the right to ask any customer to provide sufficient documentation for us to be satisfied in our absolute discretion as to the customer's identity prior to us crediting any reward, free bet, risk-free bet or offer to their account.

8.6. Rewards can only be received once per person/account, family, household, address, e-mail address, IP addresses and environments where computers are shared (university, school, public library, workplace, etc.). The Company reserves the right to close your account and confiscate any existing funds if evidence of abuse/fraud is found."

Our decision was to confiscate all winnings generated with the deposit bonus offer (26 253 JPY), and further restricting the user from claiming further bonuses offered by Livecasino.io. The user's deposited funds were released and had no restrictions placed on them.

If any evidence is necessary to help with a final assessment of this case, we ask for a Casino Guru representative to provide us an email address we can reach out to.

Kind Regards,

Livecasino.io Team

Thank you for the update Livecasino.io Casino representative. Would it be possible to provide me with evidence of bonus abuse to my email? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Thank you for providing me with the information Livecasino.io Casino representative.

Dear masusin, the casino has provided me with evidence of bonus abuse. We advise against such behaviour as it can lead to similar situations in the future. With that in mind, we believe the steps the casino has taken to be justified and we will subsequently reject you complaint. Thank you for your understanding!

Kind regards,

Peter