Katsuwin Casino - Račun igrača je zatvoren i isplata je odložena.

After registering, I deposited a total of about 10 million yen in USDT and increased my profits by placing regular bets on Moon Princess 100 without using any bonuses or free spins.

A few days after registering, I submitted personal information documents for KYC, but the KYC process, which should have been completed within 24 hours or a few days, has remained in the "under review" state for six days.

Yesterday, I made a big profit on a regular bet on Moon Princess 100. After that, I played multiple super spins on Sweet Bonanza 1000, then quit the game. When I reopened the site a few minutes later, it said "Account disabled." I contacted customer support, and they told me that my account was temporarily suspended while the game provider investigated.

Could it be that they are delaying KYC verification to deny withdrawals because I have made a large profit?

Furthermore, I am worried that they are using some reason to prevent me from withdrawing my money even though I am playing the game properly and making legitimate profits, so I will file a complaint.

Since the amount is very high, I would like to have a mutually satisfactory negotiation process, including KYC verification and withdrawal. Thank you for your support.

登録後、トータルで1000万円ほどのUSDTを入金して、ボーナスやフリースピンなどは使わずmoon princess100を通常ベットして利益を増やしていました。

登録して数日後にKYCのため個人情報の書類を提出しましたが、本来「24時間以内、あるいは数日で完了する」はずのKYCが「審査中です」のまま6日経ちました。

昨日、moon princess100の通常ベットで大きな利益を得ました。その後sweet bonanza1000でスーパースピンを複数回したあと一度ゲームを辞め、数十分後に再びサイトを開いたところ、「アカウントが無効」と表示されました。カスタマーサポートに連絡したところ、ゲームプロバイダー側の調査のため一時的にアカウントを停止していると返答がきました。

私が大きな利益を得たため、出金を拒否するためにKYCの認証を遅延させているのではないか？

また、正常にゲームをプレイし正当に利益を得ているのに、何か理由をつけて出金をさせないようにしているのではないか？と不安に思いクレームを提出させていただきます。

大変高額であるので、双方納得いくやりとりをしてKYCの認証と出金までできればと思います。サポートよろしくお願いいたします。

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear bonboncc1518,

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.  

• How long have you been a player at this casino, please?
• The disputed value was submitted in USDT. Is this correct? Should the amount not be in JPY?
• Did you accumulate your winnings with or without an active bonus?  

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,  

Katarina

Thank you Katarina for your quick reply.

I will respond below.

Q. How long have you been playing at this casino?

A.It started on the night of October 23rd.

Q. The amount in the dispute was submitted in USDT. Is this correct? Shouldn't the amount be submitted in JPY?

A. I deposited in USDT and plan to withdraw in USDT, so I listed it in USDT. If it would be better to submit it in Japanese Yen, I had about 170 million yen in my account. I don't know the exact amount because my account was disabled.

Q. Have you accumulated winnings with or without an active bonus?

A. I did not use the bonus, but used the amount I deposited. I don't really understand what "accumulating winnings" means, but I tapped and played the game myself, and the winnings I earned are currently not KYC certified and cannot be withdrawn, so I left them as they were.

Thank you for your confirmation.

カタリナ様、早速の返信ありがとうございます。

以下、返答させていただきます。

Q.このカジノでどれくらいプレイしていますか？

A.10月23日の夜からです。

Q.異議申し立ての対象となった金額はUSDTで提出されました。これは正しいでしょうか？金額はJPYで提出すべきではないでしょうか？

A.USDTで入金し、USDTで出金予定のためUSDTでの表記にしました。日本円で提出した方が良いのであれば、アカウントに保持していたのは1億7000万円ほどです。正確な金額はアカウントを無効にされたため把握しておりません。

Q.有効なボーナスの有無にかかわらず、賞金を蓄積しましたか?

A.ボーナスは使用せず、入金した金額をそのまま使用しています。「賞金を蓄積」の意味がよく分かっていないですが、自身でタップしゲームプレイをして、賞金を得た分は現在KYC未認証で出金もできないので、そのままにしていました。

ご確認の程よろしくお願いいたします。

Thank you for checking

ご確認よろしくお願いします

Dear bonboncc1518,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I just sent it

ただいま送信しました

How is the progress going?

進捗状況はどうなっていますでしょうか？

Dear bonboncc1518

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Hello there,

Thank you bonboncc1518 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Katsuwin Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help the player receive their winnings.

Thank you!

Dear Peter,

I would appreciate it if you could take action to resolve the issue. What will be the next steps?

Also, would it be possible to invite someone from Katsuwin to this thread?

Peter様

問題の解決に向けての対応よろしくお願いいたします。今後の流れはどのような形になるでしょうか？

また、このスレッドにKatsuwinの担当者を招くことは可能でしょうか？

Dear bonboncc1518, as you can see in my last message, I have just invited a representative of Katsuwin Casino to respond to the complaint. The timer in the top right corner gives them a 7-day timer to respond to. Thank you for your patience during this time!

Thank you very much for bringing this matter to our attention.This is the Risk Management Department of KatsuWin.

We sincerely apologize for the inconvenience and distress that may have been caused by this. A thorough review of this player in question’s gameplay history is being conducted at game provider’s discretion. While in the midst of this process, the game provider has reported the possible irregularity in the winning rounds by certain players, and as a result, they have initiated additional review. There seems to be a temporary system malfunction, and the cause of the malfunction as well as the scope of the impact are still being reviewed. However, the game provider is yet to share the result of their findings.Furthermore, due to the fact that the value of transactions made by the player in question are high, we have requested the player to go through the additional verification process, which we kindly ask for the player’s cooperation.Rest assured, we are working closely with the game provider for the swift and proper resolution.

We sincerely apologize for the continuous delay in the ongoing process, and we appreciate your patience as well as the understanding while the review is still ongoing. If you have any questions regarding this matter, please feel free to contact us as we remain at your disposal.

Peter, Katsuwin

Thank you for your prompt response.

Yesterday I submitted KYC via video and many additional documents. I hope there will be progress towards a resolution.

I have one question. If the video provider is currently investigating the dividends and profits I have earned, would it be possible for me to get a refund for the amount I deposited during that investigation? It's a large amount, so I would like the amount refunded as soon as possible.

Peter様、katsuwin様

早速のご対応ありがとうございます。

昨日ビデオでのKYC、多くの追加書類を提出しました。解決に向け進展があることを祈ります。

一つ質問ですが、獲得配当やこれまでの利益分はビデオプロバイダー側の調査が進行中であるのであれば、その調査の間、私が入金した金額分を返金していただくことは可能でしょうか？高額な金額ですので、入金分は早急に返金いただきたく思います。

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.

I have submitted a huge amount of identity verification documents and have not even completed KYC. Of course, I am still unable to use my account or withdraw funds.

Although the game provider claims to have conducted an investigation, I have played the same game on other sites and received a payout of 5,000 times my bet on a 32,000 yen bet, but there was no investigation and I was able to withdraw the money the next day. KYC was also completed with just an ID and a selfie. What is the difference?

非常に多くの本人確認書類を提出して、KYCすら完了しておりません。もちろんアカウント利用もできず、出金もできない状態が続いています。

ゲームプロバイダーからの調査とありますが、他のサイトでは同じゲームで32000円でのベットで5000倍ほどの配当が出たことがありますが調査などなく翌日に出金ができました。KYCも身分証と自撮りのみで完了しました。この違いはなんでしょうか？

Dear Player,

We would like to inform that the additional identify verification and Source of Wealth/Funds (SOW/F) reviews are currently being conducted by the relevant department.

In addition to that, regarding the history of gameplay is still being reviewed by the game provider, and we are yet to receive any official response at this time.

As these reviewed are conducted by the game provider themselves based on their internal procedures, the time it takes to conduct these review may vary.

For this reason, we sincerely apologise for any delays in providing an update regarding this matter.

However, our relevant department will be in contact when there is an update, and we kindly ask for the further patience and understanding while waiting for the review is being conducted.

Thank you very much for your understanding and cooperation.

The review process is so long that it makes me wonder if they are trying to make excuses to prevent withdrawals, or if the company itself does not have the financial resources to pay dividends.

審査があまりにも長すぎます。難癖をつけて出金させないようにしているのか、もしくは会社自体が配当分を支払う体力がないのか疑問に感じてしまいます。

Since the issue is taking so long to resolve, I would like to contact Anjouan Gaming, but how can I contact them directly?

解決が長引いているためアンジュアンゲーミングに連絡しようと思いますが、直接連絡を取るにはどうしたらいいでしょうか？

Dear bonboncc1518, you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website (validator link). The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]).

Dear Peter,

Thank you for your prompt response. I have just filed a new complaint. I have sent the details to your email address, Peter, so please check it.

Peter様

早速の連絡ありがとうございました。先ほど苦情申立てを改めて行いました。詳細はPeter様宛のメールアドレスに送りましたのでご確認下さい。

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.

We sincerely apologize for the delayed response.

The investigation into the player’s source of funds, as well as the inquiry with the game provider, is still ongoing.

We have repeatedly followed up with the game provider. however, we have not yet received any response.

We have also contacted their customer support team, but we have only been advised to "please wait for their reply."

We are making every effort to resolve the matter as quickly as possible, but at this time, we must kindly ask the player to wait until the final results are available.

We appreciate his understanding and patience in this matter.

Hello CasinoGuru team,

Thank you for looking into my case.

I would like to provide additional information in order to clarify the situation

and help the investigation progress.

---------------------------------

【Timeline of events】

• October 29:

 I won a large amount on Play’n GO’s "Moon Princess 100."

 Immediately after the win, my account was frozen.

• October 30 – November 5:

 I submitted KYC documents.

 All documents were accepted without issue.

• November 6 – November 15:

 The casino requested additional source-of-funds documents.

 I submitted:

 - Salary statement

 - Bank transaction history

 - Bybit transaction history

 - Wallet screenshots

 All accepted.

• Mid-November – Present:

 The casino repeatedly says

 "provider investigation is ongoing"

 without giving any timeframe.

 I have never received any notice of T&C violation.

---------------------------------

【Concerns】

• The provider dashboard screenshot has shown "In Progress"

 for over a month with no progress update.

• No estimated completion date has been given.

• I have fully cooperated and submitted all requested documents.

• I have never been accused of any rule violation.

I would deeply appreciate CasinoGuru’s help in obtaining

a clear update and a reasonable timeframe from the casino.

Thank you very much for your continued assistance.

Hello CasinoGuru team,

I would like to provide an update.

I also contacted AskGamblers about this issue, but they informed me that

KatsuWin casino is not listed on their platform and they cannot process

the complaint. They advised me to contact the regulatory authority

responsible for the casino’s license, which is the Anjouan Gaming Commission.

This confirms that AGC is the relevant authority for this matter.

I hope this additional information helps with the investigation.

Thank you again for your assistance.

12/03 update

Hello CasinoGuru team,

Here is the latest update from the casino.

They confirmed that their "risk management team

is aware of all communications, including those sent to

CasinoGuru and the Anjouan Gaming Commission."

However, they still did not provide:

• any investigation details, 

• any timeline, 

• or any reason for freezing even deposited funds.

I hope this information helps your review.

Thank you for your continued assistance.

We sincerely apologize for the time the ongoing investigation has taken.

At present, the information the player is requesting has already been compiled by our Risk Management team as well as the game provider.

However, we have not yet received a response from the provider, which is causing significant delays.

If the provider’s responsible team does not respond, a new ticket will need to be issued and queued, which will result in additional waiting time.

Please also note that certain details related to the investigation may not be disclosed due to security and compliance reasons, and we appreciate your understanding in this matter.

We want to reassure the player that all inquiries are being closely monitored and actively addressed by our team. The player is not being ignored, and every effort is being made to resolve the case.

However, as external parties are involved, the process is taking longer than expected.

We sincerely apologize for the delay and kindly ask for your understanding.

I received a new contact from Katsuwin, so I will share it with you.

——

This is the Win Risk Management Department.

Currently, we are checking with the game provider every day about your project, but we have not yet received a formal answer.

In addition, we have issued a new ticket just in case, but this one is still waiting for approval.

As an aside, in the European region, in December, many services, not only in the gaming industry, will be slow, and it tends to take time to respond.

Of course, we will explain your situation in detail to the game provider and ask for an urgent answer, so we would appreciate it if you could wait for a while until we get a reply.

In addition, we are confirming our investigation with experts and people in charge who are familiar with the license.

However, it is difficult to provide an immediate answer due to security issues.

We sincerely apologize for any inconvenience and concern caused to our customers.

We cannot guarantee that the survey will be completed by the end of the year at this time, but we will do our best to make progress as soon as possible.

We apologize for the inconvenience, but we appreciate your understanding.

Win risk management team

As he has shared with us, we have not yet received any response from the game provider, and therefore we are currently unable to provide the player with an answer.

Please rest assured that we are following up with them on a daily basis, and we will contact the player immediately once a response is obtained.

We sincerely apologize for the inconvenience this situation has caused and kindly ask for your understanding.

Let me ask you 3 questions for casino guru.

1. If you make a profit from high dividends, will the game provider generally intervene and check the gameplay history to confirm fraud?

2. I think the survey period varies depending on the casino site, but does it usually take about 3 months? Please let me know if you can tell the average survey time of playn' go from the rule of thumb.

3. From Mr. Katsuwin, "In the European region, in December, many services, not only in the gaming industry, will be slow, and it tends to take time to respond." I got a reply, is it true?

I don't doubt Mr. Katsuwin, but I would like to know the fair and equitable facts from the perspective of a third party, so I would like to ask you a question.

Also, regarding the amount of dispute, I don't know because I can't confirm the exact amount, but I held about 1 million USDT in USDT, so it's about 150 million yen in Japanese yen. I would appreciate it if you could correct it.

Mr. Peter

Please reply when you have time.

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.

The post from 5 days ago was a question for Peter.

5日前の投稿はPeter様へ質問しています。

Dear bonboncc1518,

1. We do not possess insight into game provider profit margins.

2. We've had complaints where the timeframe was up to 180 days; it depends on the casino terms to which you agree upon registration.

3.It's the holiday season in Europe, so a lot of people take out their vacation days at the end of the year to spend time with family, myself included.

Dear Peter,

Thank you for your answer.

I also have a question for Katsuwin.

Do you have any communication with Anjouan Gaming?

Peter様

回答ありがとうございます。

勝win様にも質問です。

アンジュアンゲーミングとはやりとりは行っていますでしょうか？

We apologize for the delay in completing the review.

At this time, we have not yet received a final response from the game provider, and therefore we are unable to provide a definitive answer.

Please be assured that we contact the game provider daily to follow up and request a prompt response, but we have not yet received an official reply.

Additionally, we regret to inform you that we are unable to disclose whether any correspondence has taken place with Anjouan Gaming or the specific details of such communications.

We kindly ask for your understanding in this matter.

We sincerely apologize for the inconvenience and will notify you immediately once there is any progress.

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.

Mr. Peter

I ask for an extension of the deadline.

I feel angry that the holding of funds is long-term and parallel.

Is there any way to refund even a part of the deposit?

Dear bonboncc1518,

The casino has not responded, so 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 Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website (validator link). The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Katsuwin Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. We received the following message:

Dear bonboncc1518 and Casino Guru Team,

We sincerely apologize for the delayed response.

Regarding your situation, we have not yet received an official response from the game provider, and the investigation is still ongoing. Our team members are continuing to communicate with the relevant parties; however, at this time, we have only received confirmation that the matter remains under investigation.

We understand that this delay may be inconvenient, and we sincerely apologize for the extended time required. Please rest assured that we will promptly provide updates to both you and Casino Guru as soon as any progress is made.

We kindly ask for your patience and understanding in this matter.

Thank you for your understanding.

If there are any updates or progress, we will be sure to inform both you and the customer immediately.

We sincerely appreciate his patience in this matter.

Thank you for your request to resume the complaint of casino guru.

I will also post it to casino guru

I'll tell you what I have some doubts about.

I deposited a total of about 15 million yen in several installments, and I was sure that I would receive a profit because I was playing manually and regularly without using a bonus, but according to the survey of the game provider, "partial pre There is a possibility of a defect in the result of Mr. Year's hit," how far is the error? Is there compensation for the benefits obtained until then in the event of a defect? In this case, I am not responsible. Even if you look at this screenshot, you are getting dividends within the range.

In addition, the survey of the game provider is play'n go, and the KYC and source survey is different from Mr. Katsuwin, but the response from the site is questionable that "KYC is also waiting until the results of the results come out". If there is no problem with the survey, we will fail the KYC or fund survey and make it impossible to withdraw money, or we will do the KYC or fund survey again and delay the withdrawal, and even if the game survey and KYC are cleared, the withdrawal application Isn't it time to withdraw money? Various doubts come to mind.

Please be aware that you will have doubts because high funds have been on hold for more than 2 months.

This may have been the first time I sent it, but here's a screenshot from when I received the large dividend. Even if this dividend is invalidated, I still have 52.85 million yen left. (40 million yen of the profit was reduced because I used it for other games.)

最初に送ったかもしれませんが、高額配当時のスクリーンショットです。この配当が無効になったとしても、5285万円は残っています。（利益のうち4000万円は、他のゲームで使用したため減りました）

At first, I thought it would be fine if I could at least get the amount I deposited back, but after it has been on hold for this long, I don't think I would be satisfied even if some of my play was invalidated.

I play each game legitimately and receive a fair payout. I lost several deposits, then deposited about ¥9 million and gradually increased my balance. When I reached ¥50 million, I received a high payout. As you can see from the screenshots I posted the other day, there's nothing unusual. I was able to clear all the squares during the free spins, which resulted in this high payout. Play'n Go is supported by multiple research organizations, so surely their RNG is fair? I believe there are no bugs or errors in the investigation, but I'm not satisfied unless Katsuwin allows me to withdraw at least the profits before the high payout.

Deposits were made quickly, but withdrawals are so slow.

最初は最低でも入金分が返ってくればいいという考えでしたが、ここまで長期化で保留になると一部プレイ無効という結果が出たとしても納得できないと思います。

私は正当に1ゲームずつ自身の手でプレイし、正当な範囲内で配当額を手にしています。何回かの入金分の金額は失い、900万円ほど入金した際に少しずつ増やしていき、5000万円ほどになったところで高額配当のプレイが出ました。先日出したスクリーンショットの結果を見ても分かるかと思いますが、異常はないです。フリースピン時に全てのマスを消すことができ、このような高額配当になりました。play'n goは複数の調査機関に支えられ、RNGは全て公平なのではないでしょうか？バグやエラーといった調査結果は出ないと信じていますが、勝win様には最低でも高額配当前の利益は出金可能にしていただかないと納得できない状況です。

入金はすぐに行えたのに、出金はここまで遅くなるなんて考えられません。

We respond directly to all inquiries from the customer.

However, as we have not yet received an official response from the

game provider, we are unable to provide any further information or

notification to the customer at this time.

Once we receive the formal response from the game provider, we will

inform the customer promptly.

We appreciate your patience and understanding.

A request to Peter.

Regarding the amount of the dispute, I am unable to confirm the exact amount, but since I held approximately 1 million USDT, it would be approximately 150 million yen in Japanese yen. I would appreciate it if you could correct the amount of the dispute to 1,000,000 USDT in USDT notation.

Peter様へお願いです。

係争金額につきましては、正確な金額は確認できないため分かりませんが、USDTで約100万USDTを保有していたため、日本円で約1億5000万円程度となります。係争額を、USDT表記で1,000,000USDTに訂正していただけると幸いです。

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.

It is said that the Japanese version will no longer be supported, so please continue to communicate in English. Please do not close the post until the problem is resolved.

Dear bonboncc1518,

The casino has not responded, so 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 Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website (validator link). The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Peter