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Hello. This complaint happened on August 6, 18:10:20. I was playing XXXtream Lightning Roulette on the casino, and a bet for 20,000$ was placed without me touching the terminal, and shortly after that, an error mark appeared on the screen and I dropped my browser.

I then checked my history and found that there was no history of the $20,000 bet, but instead it showed a $0 bet, meaning that the bet itself had never been placed.

I contacted support and was told that the wager was executed and that no refunds were possible, which I believe is a violation of the following terms and conditions

10.1. in the event of unforeseen technical problems or other circumstances beyond the control of the casino, such as technical problems caused by third parties, the casino may cancel the bet and refund the player. 10.6.

10.6 In the event that a game has a bug or error that causes it to malfunction or pay out, Kajitabi reserves the right to remove the game and change the Player's balance and account details to correct the error.

I request a refund of $20,000 as stated in these Terms and Conditions.

I have also filed a complaint with the Licensing Board but have been ignored for over 2 months.

There is a lot of information out there that Antillephone's license does not reply at all and is the worst license ever.

Please please help us.

Hello ayumu,

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

Do I understand it correctly that the balance used for the bet was 0? Was any amount of money deducted from your balance due the bet? Can you please forward all the relevant evidence to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

20,000$ was deducted from the balance.

Hello ayumu,

Is there any proof that would show that there was ever a 20,000$ balance/bet? The screenshot you provided just showing a lost bet.

Hello ayumu and thank you for all the information. As we definitely require more information from the casino, I will be forwarding your complaint to my colleague Matej (matej@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello ayumu.

I am sorry to hear about your troubles.

Unfortunately, these days we have many players complaining about the Antillephone License and their response times. Did you ever make such a big bet ($20.000)? It is important to prove that this bet is something very unusual on your account.

I have never made such a big bet before.

It will be something that has been arbitrarily bet.

I would say this is very rare.

ここまでの大きな賭けをしたことはありません。

勝手に賭けられてしまったものになります。

これは、非常に珍しいものであると言えます。

Do you remember how big was your average bet and how big was your highest bet except mentioned $20000?

It's difficult to calculate the average bet amount, but I think the total was around $500 on average.

I think I once bet $12,000 as the maximum bet amount.

I now regret that it was a big gamble.

平均ベット額は算出するのが難しいですが、トータルで500＄ぐらいが平均的に多かったと思います。

最高ベット額は一度、12,000＄を賭けたことがあったと思います。

大きな賭けであったと今では反省しています。

Thank you for the information.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check ayumu's game log and look for any suspicious activity?

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.

hello.

If the person in charge does not show up as it is, will it end without being heard?

Also, is it possible that the person in charge refuses to go?

I'm worried.

こんにちは。

このまま担当者が現れなかった場合、話も聞けずに、終わってしまうのでしょうか？

また、担当者が出向くのを拒否するということは有り得るのでしょうか？

不安です。

Hello ayumu.

In the worst case (if the casino not reply at all) you can contact the casino's regulator (Curacao)

I also contacted the casino's representative via Skype and inform him about your complaint.

hello.

In the worst case, if I have to contact Curacao, can you continue to help me with their support?

And is it likely that I will get a call back from Kajitabi?

こんにちは。

もしも、最悪の場合、キュラソーへ連絡しなければならなくなった場合、そちらのサポートも引き続きお手伝いいただけるのでしょうか？

そして、カジ旅から連絡は返ってきそうですか？

What happened here?

Does the lack of response mean I have to contact the regulatory authority (Curaçao) next?

And if so, how should I contact the regulatory authority?

こちらどうなりましたでしょうか？

返答が無かったということは、次は規制当局(キュラソー)に連絡しなければいけないということでしょうか？

また、その場合、どのようにして規制当局に連絡すれば良いですか？

Hello ayumu.

Yes, it means that you need to contact the regulator. I will gladly help you with that.

Please write an email to: complaints@gaminglicences.com

The email should contain:

1) Your personal information:

name and surname

your country of residence

2) Complaint body must include:

casino name + URL + license (License No. 8048/JAZ)

Your login (username) and email in an online casino (with which you had registered the account)

description of the complaint

3) Attach to the email files what you have (if any) + link to this complaint.

Please let me know when you submit the complaint to the regulator. When the regulator responds, we will close the complaint accordingly with the regulator's decision.

Thank you.

I would be happy to submit it.

When submitting here, is it okay to speak Japanese?

Need to translate into English?

ありがとうございます。

是非、提出させていただきます。

こちら提出する際、日本語でも大丈夫ですか？

英語に翻訳する必要がありますか？

Hello ayumu.

Definitely, you need to use English.

I am not sure from which software you sent it, but email is the best option. The email should be formal, we will see what or if the regulator responds to you.

I am worried because there is no sign of reply.

Is it possible that the person in charge of the casino ignored me after I told them over Skype before?

I'm full of feelings that I want to hear the answer soon.

返信がある気配がないので不安です。

以前、Skypeで伝えていただいてカジノ担当者が無視をするなんて有り得るのでしょうか？

直ぐにでも返事を聞きたい気持ちで一杯です。

hello.

Is it possible to ask Kajitabi to reply by Skype or phone again?

No sign of getting a reply.

I look forward to your reply.

こんにちは。

もう一度、Skypeや電話でカジ旅へ返信をお願いすることは可能ですか？

返信が返ってくる兆しがありません。

お返事お待ちしてます。

No, the casino or regulator shouldn't ignore you because you contacted them via Skype. (the regulator has this option as well, but in most cases not respond, so we recommend email)

Unfortunately, Antillephone is well known for not replying; however, it doesn't mean they are not working on your complaint.

For now, I would suggest being patient; if you don't get any reply from them in 2 months, please reopen the case.

I now close the complaint as unresolved with the status: waiting for the regulator's decision.