Zipang Casino - プレイヤーの撤退が遅れています。

I initiated a withdrawal on 7/24 after playing, but it still hasn't been completed. Normally, withdrawals are processed within 24 hours, so I'm worried that my funds might be at risk.

I contacted support several times and was told that they are investigating the matter.

When I asked how long the investigation would take, I was told twice that I would receive an email update, but I never received any emails.

Today, I contacted support again and received the same response. This makes me concerned that the withdrawal won't be processed, so I'm seeking assistance here.

I haven't used any bonuses and have played normally. I also haven't created multiple accounts😢

Your cooperation in this matter would be greatly appreciated. I apologize for any inconvenience this may cause.

7/24にプレイして出金申請しましたが、今だに出金が完了しません。普段は24時間以内に出金されていますので、私の資金が取られてしまうのでは無いかと心配です。

何回かサポートに連絡しましたが、調査中ですと言われました。

いつくらいに調査が終わるか確認すると、改めてメールでご連絡しますと2度言われましたが2回ともメールが来ませんでした。

今日も再度サポートに連絡してみましたが、同じ回答でしたのでこのままだと出金されないのでは無いかと思い、こちらに相談させて頂いた次第です。

ボーナスは使用しておらず、プレイも普通にプレイしているだけで、当然複数アカウントなどもしておりません😢

皆さんお忙しい中大変申し訳ありませんが、ご協力頂けると助かります。

Dear minminzemi, 

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.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Could you please specify what games you played? 

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, 

Veronika

Have you ever been successful in making a withdrawal?

⇒Yes, I requested withdrawals multiple times and each time the money was withdrawn successfully.

Can you please confirm that you have passed KYC verification?

⇒Yes, I also completed the KYC quite some time ago, and have been able to play normally for almost half a year since then.

Can you tell us what games you played?

⇒Yes, I like blackjack. I used to go to casinos in Las Vegas and overseas to play blackjack, but since the COVID-19 pandemic started, I can no longer go abroad, so I mainly play blackjack at online casinos.

I think I was only playing blackjack before this withdrawal. Before this, I also played HawaiianDream and other games.

This concludes my answer.

We apologize for bothering you during your busy schedule, but we appreciate your cooperation.

これまでに引き出しに成功したことはありますか?

⇒はい、何回も出金申請していずれもちゃんと出金されていました。

KYC 検証に合格したことを確認していただけますか?

⇒はい、こちらも大分前にKYCを終えていますので、その後半年ちかく普通にプレイ出来ています。

どのようなゲームをプレイしたか教えていただけますか?

⇒はい、私はブラックジャックが好きです。以前はラスベガスや海外のカジノに行って良くブラックジャックをメインに遊んでいましたが、コロナ世界になってしまい海外に行かなくなりましたので、オンラインカジノでブラックジャックをメインに楽しんでいました。

今回の出金前はブラックジャックのみのプレイだったと思います。今回より以前ですと、HawaiianDreamなどもプレイしていました。

以上ご回答になります。

お忙しい所申し訳ありませんが、ご協力の程宜しくお願い致します。

Thank you for your response. Please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case at veronika.l@casino.guru. Kindly include all the other evidence you consider important as well.

I have just sent an email to the email address you provided.

Thank you.

先ほど、頂いたメールアドレスにメールを送らせて頂きました。

宜しくお願いします。

Thank you very much, minminzemi, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 minminzemi,

I'm Michal, and I have taken over your complaint. After reviewing your case, I must mention that due to the recent lack of cooperation from the casino in resolving complaints on our forum, the prospects of a favorable resolution to your complaint seem uncertain. Anyway, I will still try to contact the casino to see if we can help.

We would like to invite Zipang Casino to join the conversation.

Dear Zipang Casino,  

Could you kindly inform us of the estimated timeline for the completion of the investigation and the processing of the player's withdrawal?

Thank you Miharu.

Understood.

There are cases where the money is not withdrawn even if I am not at fault.

Is that the case?

In that case, is there any other way to get the money withdrawn?

It's my money so I want it back.

ミハルさんありがとうございます。

分かりました。

私の方に非がなくてもこのまま出金されないパターンもある

という事でしょうか？

その場合、他に出金して貰う術は無いのでしょうか？

私の大切なお金なので返して欲しいです😢

Dear minminzemi,

Just to give you a quick update. As of now, I have not received any communication from Zipang Casino. I will persist in my efforts; however, as I previously indicated, Zipang Casino has not demonstrated a willingness to collaborate with us in addressing player complaints. In the meantime, I suggest reaching out to the Curaçao Antillephone N.V. (ANT) at complaints@gaminglicences.com to file a complaint. The Gaming Authority may have additional resources and tools available to assist players, and it is important to note that the casino is obligated to cooperate with them.

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.

Understood. I'm busy during the week, so I'll contact you on the weekend.

I have one question. Is it okay to contact me in Japanese?

分かりました。平日は忙しい為、週末に連絡してみます。

その際1つ質問があるのですが、日本語での問い合わせで問題無いでしょうか？

Dear minminzemi,

Our company’s official language is English. Therefore, it would be preferable for you to communicate via email in English. However, you are welcome to write your email in Japanese, and I will make an effort to translate it into English so that I can understand it.

Dear minminzemi,

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 Curaçao Antillephone N.V. (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know how they responded (michal.k@casino.guru). I am sorry I could not be of more help on this occasion. I can only recommend checking the reviews of each casino before you sign up and only playing in licensed and good-rated casinos to avoid disappointments like this in the future.

Best regards,

Michal

Casino Guru